What length of contract do you require?
We want you to be highly satisfied with our service. Therefore, we do not require a contract. If you are not satisfied at any time, you are welcome to end our service. We do ask, however, that you plan on remaining a customer for at least a year so we can recover our initial on-boarding costs.
We like our current phone service. Do we need to switch to your service?
No, you are welcome to keep your own service.
Do you provide hardware phones to use with your phone service?
There are several options for using our voice service. Therefore, we do not provide any hardware. We recommend using headsets in conjunction with the Teams software on a computer in place of desk phones. To replace cordless phones, we recommend using the Teams mobile app. Hardware phone options are available as well where required but would need to be purchased outright. We can provide guidance and demo units to help you decide which hardware best meet your needs.
What are your normal business hours?
The actual hours our technicians work vary from day to day based on workload. Most weekdays someone will be available to assist you between the hours of 9AM and 5PM. To allow all of our employees time with their families, we are closed on all weekends and the following holidays:
New Year’s Day (January 1), the Epiphany (January 6), the feast of Saint Joseph (March 19), the Ascension of Christ, the feast of the Body and Blood of Christ, Memorial Day, the feast of the Apostles Saints Peter and Paul (June 29), Independence Day (July 4), Assumption of Mary (August 15), Labor Day, the feast of All Saints (November 1), Thanksgiving Day, Black Friday, Mary’s Immaculate Conception (December 8) and Christmas Day (December 25). In addition, during the week between Christmas and New Year’s Day, only limited emergency support is provided.
We are open outside of your current support hours. Do you plan on expanding your hours?
According to Exodus 20:8-10, we are called to “Remember the Sabbath day, to keep it holy. Six days you shall labor, and do all your work, but the seventh day is a Sabbath to the Lord your God. On it you shall not do any work, you, or your son, or your daughter, your male servant, or your female servant, or your livestock, or the sojourner who is within your gates.” Therefore, we are not able to provide support on Sundays. Since this eliminates the possibility of providing 24 x 7 support, we have decided upon an 8 x 5 model. If your hours are slightly longer than ours, you most likely will not have any issues, but if your business has extensive night and weekend hours, unfortunately, we will not be able to provide you with quality support.
What is your response time?
In order to keep cost low, and provide quality service to all of our customers, we provide a next business day response time. In most cases, however, you will receive much faster service.
Do you provide support to home users?
We believe strongly in the value of the relationships that develop with the managed services delivery model. Due to the limitations of 8 x 5 support, we have not been able to successfully implement this model with home users. We still do not want anyone to become frustrated with a computer, so we will provide one-off support to home users as technician availability allows. The flat rate for a home service call is $150. (For virus removal or data recovery, we may need to take the system off-site to complete the work.)
Do you provide one-off support for businesses?
We believe strongly in the value of the relationships that develop with the managed services delivery model. Therefore, we strongly encourage all business customers to take advantage of this offering. If there is a critical issue that needs to be addressed, we are willing to address this issue prior to beginning a managed service agreement, contigent upon technician availability. The rate for this service is $150 per hour.