Law Firms

When a client has a problem, they can simply chat with, call or email our help desk. We then “open a ticket” on their behalf in our IT management system so we can properly assign, track, prioritize, document and resolve client issues. However, some IT firms force you to log in to submit a ticket and won’t allow you to call or e-mail them. This is for THEIR convenience, not yours. Trust me, this will become a giant inconvenience and thorn in your side. While a portal is a good option, it should never be your ONLY option for requesting support.

Also, make sure they HAVE a reliable system in place to keep track of client “tickets” and requests. If they don’t, I can practically guarantee your requests will sometimes get overlooked, skipped and forgotten.

Requesting support should also be EASY for you. So be sure to ask how you can submit a problem to their support desk for resolution. We make it easy. chatting, calling, or e-mailing our team puts your IT issue on the fast track to getting resolved.

Smaller firms may not offer this due to staff limitations, and the owner may tell you they will personally manage your account. While that sounds like great customer service, the owner is usually so busy that you’ll only be given reactive support instead of proactive account management. Rest assured, from initial call to final resolution, you will work with our SAME dedicated account manager who will know you, your business, and your goals On top of that you will have a dedicated onsite primary and secondary engineer that will get to you know your network and staff intimately so we can provide the most effective solutions to your IT needs.

You want to find an IT company that will proactively monitor for problems and perform routine maintenance on your IT systems. If they don’t have the ability to do this, or they don’t offer it, we strongly recommend you look somewhere else. Our remote network monitoring system watches over your network to constantly look for developing problems, security issues and other problems so we can address them BEFORE they turn into bigger problems.

Network documentation is exactly what it sounds like: the practice of maintaining detailed technical records about the assets you own (computers, devices, software, directory structure, user profiles, passwords, etc.) and how your network is set up, backed up and secured. Every IT company should provide this to you in both written (paper) and electronic form at no additional cost and update it on a quarterly basis.

Why is this important? There are several reasons:

First, it shows professionalism and integrity in protecting YOU. No IT person or company should be the only holder of the keys to the kingdom. Because we document your network assets and passwords, you have a blueprint you can give to another IT person or company to take over if necessary.

Second, good documentation allows the engineers working on your account to resolve problems faster because they don’t waste time fumbling their way around your network trying to find things and uncover accounts, hardware, software licenses, etc. Third, if you had to restore your network after a disaster, you’d have the blueprint to quickly put things back in place as they were.

Finally, and most important, if you ever need to switch IT providers, your replacement company will be able to take over quickly because the network has been documented properly.

All our clients receive this in written and electronic form at no additional cost. We also perform a quarterly update on this material and make sure certain key people from your organization have this information and know how to use it, giving you complete control over your network.

Side note: You should NEVER allow an IT person to have that much control over you and your company. If you get the sneaking suspicion that your current IT person is keeping this under their control as a means of job security, get rid of them (and we can help to make sure you don’t suffer ANY ill effects). This is downright unethical and dangerous to your organization, so don’t tolerate it!

To us, there’s nothing more important than face-to-face time with our clients. Therefore, we make it a priority to meet with all our clients regularly to provide a “technology review.”

In these meetings, we provide you with the status updates of projects we’re working on and of the health and security of your network. We also make recommendations for new equipment and upgrades you’ll be needing soon or sometime in the near future. Our meetings with you are C-level discussions (not geek-fests) where we openly discuss your business goals, including your IT budget, critical projects, compliance issues, known problems and cyber security best practices.

Our goal in these meetings is to help you improve operations, lower costs, increase efficiencies and ensure your organizational productivity stays high. This is also your opportunity to give us feedback on how we’re doing and discuss upcoming projects.

We offer two components to make sure you are happy with your decision to work with us:

Our “No Risk 200 Percent Money Back Guarantee”

We guarantee your satisfaction with our managed services. If, for any reason, you are not completely satisfied within the first 30 days of signing an agreement, we will go above and beyond by refunding 200 percent of your first month’s invoice. This ensures that you not only have the resources to find another provider, but also shows our commitment to delivering exceptional service that exceeds your expectations.

Our “Try Us Before You Commit” Declaration

We stand behind the quality of our services and are committed to your satisfaction. If you are not completely satisfied within the first 6 months of your contract, you can cancel with no strings attached. We believe in the value of our services, and we want you to have complete peace of mind when working with us. You’ll notice we don’t hide behind small print, legal-eeze, or other weasel clauses in our guarantee. That’s because we are completely confident in our ability to fix whatever problems you have and make you thrilled that you called us.

It’s important that your IT firm have some type of recent training and certifications, and they should be able to answer this question, which demonstrates a dedication to learning and keeping up with the latest cyber security protections. If they don’t have any, and they aren’t investing in ongoing training for their engineers, that’s a red flag. Some business owners won’t invest in training and give this excuse: “What if I spend all this money in training my employees and then they leave us for another job?” Our response is, “What if you DON’T train them and they stay?”