Frequently Asked Questions about
How We Do Things Better, and
Why You’ll LOVE Partnering with Us!

Customer Service:

Q1: Do you answer your phones live or do I always have to leave a voice mail and wait for someone to call me back?

Our Answer: Yes, we do our very best to answer our phones live from 8:00 a.m. to 5:00 p.m. and give all clients an emergency after hours number they may call if a problem arises, including weekends. Why? Because many of the CEOs and executives we support work outside normal hours and find it to be the most productive time they have. If they cannot access their computer network AND can’t get hold of anyone to help them, it’s incredibly frustrating.

Q2: Do you have a written, promised response time to my calls?

Our Answer: Yes, we promise to have a technician calling you back or working on a problem typically 2 hours or less of your call. This is written into every service agreement we give to our clients because it’s standard procedure.

Q3: Do you take the time to explain what you are doing and answer my questions in terms that I can understand (not geek-speak), even for simple questions?

Our Answer: Yes, our technicians are trained to have the ‘heart of a teacher’ and will take time to answer your questions and explain everything in simple terms.

Q4: Do you consistently (and proactively) offer new ways to improve my network’s performance, or do you wait until I have a problem to make recommendations?

Our Answer: Yes, we conduct quarterly review meetings with our clients to look for new ways to help improve their operations, lower costs, increase efficiencies and resolve any problems that may be arising. Our goal is to help our clients be more profitable, efficient and competitive with these meetings.

Q5: Do you provide detailed invoices that clearly explain what I am paying for?

Our Answer: Yes, we provide detailed invoices that show what work was done, why and when so you never have to guess what you are paying for. We also double check our invoices for accuracy before they are sent to you.

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Questions? Give us a call at 303-747-4024.

Maintenance Of Your Network:

Q6: Do you insist on remotely monitoring my network 24-7-365 to keep critical security settings, virus definitions and security patches up-to-date and PREVENT problems from turning into downtime, viruses, lost data and other issues?

Our Answer: Yes, for clients who have partnered with us to maintain and be responsible for your network on an ongoing basis, our remote network monitoring system watches over your network to constantly look for developing problems, security issues and other problems so we can address them BEFORE they turn into bigger problems.

Q7: Do you provide me with a weekly report that shows all the updates, security patches, and status of every machine on my network so I know for SURE my systems have been secured and updated?

Our Answer: Yes, every week our ongoing maintenance clients get a detailed report that shows an overall health score of their network and the updates to their antivirus, security settings, patches and other important network checks (like hard drive space, backups, speed and performance, etc.).

Q8: Is it standard procedure for you to provide me with written, network documentation detailing what software licenses I own, critical passwords, user information, hardware inventory, etc.?

Our Answer: Yes, all clients receive this in written and electronic form at no additional cost. We also perform a quarterly update on this material and make sure certain key people from your organization have this information and know how to use it, giving you complete control over your network.
Side Note: You should NEVER allow an IT person to have that much control over you and your company. If you get the sneaking suspicion that your current IT person is keeping this under their control as a means of job security, get rid of them (and we can help to make sure you don’t suffer ANY ill effects). This is downright unethical and dangerous to your organization, so don’t tolerate it!

Q9: Do you have other technicians on staff who are familiar with my network in case my regular technician goes on vacation or gets sick?

Our Answer: Yes, and since we keep detailed network documentation (basically a blueprint of your computer network) and updates on every client’s account, any of our technicians can pick up where another one has left off.

Backups And Disaster Recovery:

Q10: Do you INSIST on monitoring an offsite as well as an onsite backup, or are you letting me rely on outdated tape backups?

Our Answer: We do not recommend to our clients to use tape backups because they are incredibly unreliable. Yes, we make sure all of our clients are informed about their options and have an opportunity to sign up for our affordable and tested managed backup solution.

Q11: Do you INSIST on doing periodical test restores of my backups to make sure the data is not corrupt and could be restored in the event of a disaster?

Our Answer: Yes, we perform regular “fire drills” and perform a test restore from backup for our monthly maintenance clients to make sure their data CAN be recovered in the event of an emergency. After all, the WORST time to “test” a backup is when you desperately need it.

Q12: Do you strongly recommend backing up my network BEFORE performing any type of project or upgrade?

Our Answer: Yes, we do; and that’s simply as a precaution in case a hardware failure or software glitch causes a major problem.

Q13: If I were to experience a major disaster, do you have a written plan for how my data could be restored FAST and/or enable me to work from a remote location?

Our Answer: Yes, all clients receive a simple disaster recovery plan for their data and network. We encourage them to do a full disaster recovery plan for their office, but at a minimum, their network will be covered should something happen. For our customers who have opted for our online backup solution, access to your data is at your fingertips from wherever you are located with an internet connection, and restoring is efficient and painless.

Questions? Give us a call at 303-747-4024.

Technical Expertise And Support:

Q14: Do your technicians arrive on time and are presentable?

Our Answer: Yes, our technicians are true professionals that you would be proud to have in your office. They dress in business casual attire, show up on time and if they cannot (for some odd, unforeseen reason) we always notify the client as soon as possible. We believe these are minimum requirements for delivering a professional service.

Q15: Are you familiar with (and can you support) my unique line of business applications?

Our Answer: Yes, we assist with troubleshooting problems with all line of business applications for our clients. That doesn’t mean we can fix faulty software or compatibility issues – but upon your request, we WILL be the liaison between you and your vendor to help resolve problems you are having and do our best to make these applications work smoothly for you. What we won’t tolerate are vendors that try to take advantage of your limited technical knowledge of how things should work together. It’s uncalled for, unprofessional, and we always go to bat on your behalf.

Q16: When something goes wrong with my Internet service, phone systems, printers or other IT services, do you assist with the problem or do you say “that’s not our problem to fix?”

Our Answer: Yes, we will always help a client when they ask, so they don’t have to try and resolve any of these issues on their own if they are not comfortable doing this – that’s just plain old good service and something many computer guys won’t do.

Questions? Give us a call at 303-747-4024.