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Computer & IT Services
Support
FAQs
Is there a limit to how many times we can call you?
No. no matter if you call us in once or 1000 times in one month our price does not change.
What if I have problems with my software i.e. QuickBooks, Word, etc. Can you help me with that?
We do not offer training on off the shelf programs although we can help implement and install software packages. Most primary applications have support plans and agents that we interface with for you to get the job done.
What if I need custom software does the Virtual IT agreement cover that?
No. We do not design custom software for you, although we can create many solutions using off the shelf programs (many of them free software).
Is there anything you don't cover that is IT related?
Yes. We do not cover the mechanical problems in a printer. Usually there are companies that specialize in that. We do not cover wiring or non removable laptop parts.
What If I move? Will you help us out with that?
Yes we setup all your machines reconfigure your network and work with your telecom company to make sure your internet and phone lines are setup when you begin working in your new location. Zero downtime is our focus.
What if I need equipment does the Virtual IT agreement cover that?
No. We can purchase equipment for you although we make sure the supervisor is aware of all purchases and their cost.
What if the receptionist has a question can she call the help desk?
Sure. Anyone can call the helpdesk requesting service, although we try to have everything funnel through the “supervisor” if possible.
Are you open 24 hours a day?
Our office closes at 6:30 but we you may call your senior level tech on their cellphone for an emergencies only.
When I call will I be an anonymous caller to the help desk?
No. Everyone is assigned a senior level tech who will meet with you before beginning the agreement. Please ask for your senior level tech first. You may schedule an appointment at any time with the senior level tech to discuss different ideas and strategies. If your senior level tech is not available he/she will be notified of the outcome of the call.
What if I have questions regarding which software to buy or system to install?
Your senior level tech is available to you at all times for advice, solutions and conference calls
How do you determine pricing?
We have ballpark pricing that can be done over the phone, but an exact price needs to be determined following a site assessment.
What if my office grows or downsizes, does the pricing change?
We are fully aware that your infrastructure will fluctuate. Therefore we write up a proposal that will cover that fluctuation. If your office grows dramatically beyond the limit reached in the proposal, the agreement will have to be renegotiated.
Can you get me good deals on computers?
Yes. We leverage our pool of customers to create buying power. We do not make money on part only on service. Many times we save the cost of our monthly service in savings.
What about licensing?
We follow all the rules of the software vendors to make sure you are compliant in all your software licensing. We can also give you a report of your current license compliancy.
What if I need a new server or to add a server, do I have to pay additional for that?
No. All server migrations and installs are covered.
What if I have a disaster?
In the event of a disaster will be on site with multiple technicians to get you up and running as quickly as possible.
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