10 Things We Do Better
We answer our support lines LIVE and guarantee to have a technician working to resolve your issue within 60 minutes or less. Most other IT firms DON’T guarantee response times, and the industry average is 4-6 hours to respond. Imagine if your company has an average of 1 support request a week and it takes a technician 4 hours to respond each time, you’ll end up wasting 208 hours – or 8.6 weeks – WAITING on your technician to simply respond to your request; not including the time it may take them to resolve the problem. Even at minimum wage that is over $1500 in downtime just waiting to get a call back!
Tired of waiting around for someone to “come fix it”? Tired of getting asked to “go to this site and enter that code so I can take a look”? That is a waste of your valuable time and resources. We have found that 85% of issues can be resolved remotely, in a matter of minutes, if you have the right tools. Our Technicians can take remote control of your computer from anywhere in the world and fix most issues within minutes. Working at home or on the road? No problem. As long as you have internet access we can access it, and usually fix it.
In writing. If you are not satisfied with our services, for whatever reason, let us know, and we will make it right. Period. No hassles. No problems. If for some reason we can’t make it right, you don’t pay. It’s that simple.
And a little Texan, but we don’t speak Geek. We do not talk down to you, explain things using alphabet soup speak that only Geeks would understand, or look at you funny when you say “wait a minute, back up and explain that again”. We pride ourselves on being able to translate Computer speak to common English.
Do you know the Administrative passwords for all your computer and network resources, or at least have access to them? How about the license and installation keys for your software? Most businesses don’t. There is this great little trick that many IT companies preform called “vendor lock in out of fear”. It’s your network; you should have a set of keys too. We provide you regularly updated documentation on your network, assets, system health, backups, and administrative passwords. If we don’t live up to our commitment to you, you can feel secure that simply providing our documentation to another technician would have them up and running in minutes.
Do you use HP, IBM, Dell, or “Lowest Cost” computers? No problem. They all have their idiosyncrasies, but that should not matter to you. If your current IT firm is pushing you to only buy a single brand for all your needs, then he is making money on the sale. Not that it is a bad thing, but are you sure he has your best interest at heart? We are vendor neutral and are not in the hardware business. Our goal is to either save or make you money, not to sell you hardware.
Are you out of Nickels and Dimes because your last IT firm took them all? From our Hourly Consulting, Managed Services, to Projects we work on Fixed Pricing. You will know, and will be asked to approve the cost, beforehand. The only exception will be if you make a change to the scope of work. Otherwise, we hold firm to our pricing. Even if it costs us more to do the work, then it was our fault, and at our expense. Period.
Did your backups run last night? Are they off-site yet? Were all of your Antivirus updates and windows patches installed last night? If the answer is “no” or worse yet, “I don’t know” you should be worried. Many IT companies wait until they come out to visit before they get all of these mundane, repetitive, and time consuming tasks done. In the meantime your business is vulnerable and exposed to threats and instability. Rather than waiting to come out and address the potential issues caused by not applying these updates we get them installed as they become available, each and every night. While you are at the kids recital, sleeping, or doing something other than try to work on your computer we are using industry leading tools to test, install, apply, and validate that all the daily maintenance and updates are done in order to keep you up and running.
When was the last time your IT guy asked about sales, or was interested in your run rate or turn rate? With decades of experience in business consulting we go beyond IT and look at the “business”. Our goal is to find ways that the money you spend on IT translates into sales, profits, and growth. Keeping your computers running is easy part. Any half-witted IT guys should be able to do that. Figuring out how IT can bring efficiency, stability, productivity, and ultimately increased profits to your business; now that is what separates IT support from IT Management.
Would you go to a client meeting in shorts and sandals? Probably not, and nor do we. Our technicians arrive dressed professionally, act professionally, and work professionally. We take pride in being a professional services organization. We want you to be comfortable that we will not embarrass you should we be in front of your customers. Just like I am sure you would not go to a part-time doctor who’s real job was at a convenience store, we do not have part-time technicians for whom IT is a side job. Our staff is trained and certified, and have chosen IT as a profession.