A person reads it
We acknowledge the request, check how many people are affected and give it a priority. You get a request number and a next step.
02 / Getting support
Tell us what stopped.
We’ll take it from there.
Existing clients use the support address provided at onboarding. Include the affected computer, what you were trying to do and any error wording. Never send passwords.
We work with you
We agree on a time for a remote session and ask permission before connecting. If hands-on work is needed, we schedule a visit and confirm its cost.
You know where it stands
We send a plain-language note on what changed, ask you to try the task again and close the request once the next step is clear.
Response, explained
A reply time.
Then a repair plan.
These are initial response targets during support hours, not promised resolution times. Parts, outside providers and the problem itself can affect repair time.
Several people cannot work
Target: a response within 2 business hours.
One person or an ordinary request
Target: a response within 4 business hours.
Outside support hours
The clock starts at 8am the next business day. Support hours are Monday–Friday, 8am–5pm Central; no evening or weekend coverage.
Quiet, recurring work
Backups checked weekly.
Every week we review the last successful job for each agreed backup, check for missed files and investigate failures. Once a month we restore a test file and record the result.
If a job fails, we tell your office contact what was missed and what we are doing next. You receive a monthly summary. Checks reduce surprises; they do not promise that every file can always be recovered.
Read the plan inclusionsGive the next problem a place to go.
Start with a consultation before setting up ongoing support.