When Should You Expect a Technician On Site Versus Remote Service?
Why remote support solves most issues faster, when an on-site visit is the better answer, and what to ask about how on-site visits are handled.
Does the Personality of Technicians and Engineers Matter to the Client?
Why people skills matter as much as certifications, how culture starts at the top, and why you should meet the technicians before choosing a provider.
The Benefit of Efficiency With Managed Services
How small tech issues turn into a steady drip of lost time, and how a direct line to support keeps your team focused on the work they were hired to do.
Do I Need to Call My Software Vendor, or Should My IT Company Handle It?
Why your IT provider, not your busy employees, should handle software vendor calls, and how that saves hours of lost productivity when an application breaks.
Lifecycle of a Service Request (Ticket)
A plain-language walk through what happens after an IT request comes in: prioritizing it, scheduling the right technician, documenting the fix, and following up.
How Long Does It Actually Take to Get Help After We Put In a Request?
Why IT requests are prioritized like an emergency room, what happens when a true emergency comes in, and why proactive work matters as much as response time.
When Should IT Answer the Phone or Email?
How after-hours IT support is usually structured, what response time to realistically expect, and how to tell what level of coverage your business needs.