FAQs

Q?Does your support team consist of one or two people or do you have a whole team?
A.

Are they a mom and pop shop? or a one man band? To get proper support  you need a team with many different skill sets to rely on.

Q?What guarantees do you make, if any?
A.

Some computer projects can be costly. Your computer service provider should be held accountable for the work that they do for you.

Q?Do you offer a free preliminary network assessment?
A.

A network assessment should be an unbiased evaluation of your current infrastructure. It will give you a better understanding of what your computers are actually doing for your business and show you weak points of where work is needed.

Q?Do you offer free quarterly business and technology reviews?
A.

A business and technology review will keep your technology up to date and will also help to keep the lines of communication open with your service provider. Your service provider should be approachable and accountable at all times.

Q?Do you offer free lunch and learn training sessions?
A.

You have just spent a lot of money on a new piece of software for your office. Wouldn’t it be great to get free training on how to use it more effectively? Wouldn’t it be great if they brought the food also?

Q?Do you route all your support calls through a centralized support desk?
A.

A centralized support desk will log your call or email and route it to your dedicated technician quicker than you can leave a voice mail the old fashioned way. This model allows your support call to be tracked, recorded and promptly followed up.

Q?Will you agree to a fixed price quote?
A.

There is nothing worse than unexpected increases in fees in the middle of a project. You start off expecting to pay one price and then at the end of the project you are now way over budget because the price doubled.

Q?How fast do you respond to emergencies?
A.

A good technician should be easy to reach and respond within 1 hour or less. When your server/network is down how much is it costing you per hour?

Q?Will you have senior/experienced technicians working on our projects or a junior newbie just learning the ropes?
A.

This happens all the time. Clients are oversold and then under-delivered?. You start out with a senior technician and then eventually you end up with a junior working on your site and taking twice as long to finish assigned tasks (The old bait and switch.)

Q?What are your company’s certifications?
A.

By working with a Microsoft Certified Partner dealer (with a current certification) you will have access to Microsoft’s latest technologies as they come available. Also, by working with a Microsoft Certified Partner you will be able to take advantage of software rebates and promotions when they come available.

Q?Do you have Microsoft certified technicians on staff?
A.

If your company uses a lot of Microsoft products then you will want the experience and expertise of someone who is properly trained to work with Microsoft products like a Microsoft Certified Systems Engineer (MCSE).

Q?Are you just saying yes to all these questions to try and get my business?
A.

Ask for references and feel free to ask the reference if they ever experienced any of the above offerings.