On-Site Support
If an issue cannot be resolved remotely with tech support, we will promptly dispatch one of our technicians. For clients with remote locations out of the area, we will call on our service partners - The Ingram Micro Service Network and The VentureTech Network. For clients in North Jersey there are no additional fees or travel expenses for on-site visits. However, there is a one hour minimum per visit.
On-site appointments are organized into a sixteen point checklist that has evolved since 1997. The goal of the checklist is to make sure that the entire appointment runs smoothly and the client is kept apprised of the progress during and results after completion.
This process also insures that the experience is the same even if the onsite technician is different from the last appointment. The technician reviews a ten point appointment prep list to make sure all bases are covered. In addition to the prep list the technician reviews previous history of current or related issues from the helpdesk/onsite database ticketing system. All on-site worksheets and helpdesk tickets have detailed information about each call or visit. This information accompanies invoices and is easily searched in our indexed database.
