Onsite Support

A large part of our support is provided onsite at your office. It has been our experience that the best way for us to keep your computers and servers up and running is by having a regularly scheduled site visit.  If you have many employees and computers, probably a weekly visit is about right. But if you are small, with only a few employees, a bi-weekly or monthly visit is about right. The key is that our techs have a regular schedule with you and your employees, so that everyone knows when we'll be there.  When we get onsite, we will talk with you to review the goals and objectives for the visit, including any support cases that were sent to us, or other issues that have come up. 

Do you know that there are computer things that must be done, but that you don't personally want to do?  We'll take care of them so that they get done and so that you don't have to worry about them.  For example, we will check the backup to ensure it is still running.  We will check the anti-virus subscriptions, email defense subscriptions, server logs, security patches, Microsoft updates, firmware upgrades, firewall logs, firewall firmware, etc, making sure they are all up to date. 

We'll talk with your employees to see if they need any help.  If your employees know that we will be there on a regular basis, they won't try to configure the computers and install new software on their own.  It has been our experience that sometimes when employees try to solve technical computer issues on their own, they make matters worse.  They have the best intentions, but that's just what happens sometimes.   But when they know we'll be there soon, they'll let us do all of the computer work.  We will make sure software is installed properly and computers are configured properly.

The old concept of preventative maintenance is good to discuss as well. Why wait until your network is down, and employees have stopped working before having our techs out.  We can prevent most network downtime through regularly scheduled maintenance.  While we do have clients that are on our "On Call" plan, we find that the best success stories and best network uptimes are achieved by our "Managed" plan clients where regular site visits are performed.

Onsite Support