FAQs

Q?

What should I look out for in selecting a managed service provider?

A.

Simply put, watch out for hidden fees. If not clearly defined, other companies' support agreements can quickly turn into time and material tasks that you thought would be covered in your monthly support agreement.

Q?

Why are other companies saying they can manage our infrastructure remotely?

A.

For things that are operating trouble free and on the network, they usually can. Things like like installing a new PC, doing a power reset, setting up a phone at a person's desk and a variety of other small tasks still have to do be done. And most importantly it's hard to understand the ever shifting priorities of a company if there is not a routine presence.

Q?

How does remote support work?

A.

We install software that allows our team to access devices and fix problems from their desk. This software is installed during our on boarding process.

Q?

What software do you use to actively manage the IT infrastructure?

A.

PC of Mind uses the industry's foremost managed services software, LabTech RMM with Ignite, Autotask PSA, and PacketTrap by Quest Software, among others.

Q?

What is not covered?

A.

Projects that require more than one person at a time beyond the available package hours is covered at an additional fee.

Q?

What is meant by a “total solution”?

A.

Broadly speaking our packages fall into 7 categories of support; dedicated support, virtual CTO, unlimited help desk, asset management, vendor management, unlimited projects, unlimited servers.

Q?

What do you mean by no limits IT managed services?

A.

Many providers cap the number of tickets, time spent on projects and are eager to start billing by the hour when something unexpected happens. We don’t do that here. You’re paying us to manage your IT for a flat fee and that is what we are going to do.

Q?

What is your process for on-boarding?

A.

First we take a few weeks of documenting, setting up and getting control of your IT infrastructure. Next we train your staff on how to log tickets, escalate problems and get support. Then we “go-live” and in the beginning there is usually a flood of tickets which we burn down over the following 2-3 months. After that the environment stabilizes and while we keep supporting day-to-day activities, we start to work on the projects that really start to take your IT to the next level.

Q?

How are after hour support issues billed?

A.

After hour support issues are billed at a rate of $150/hour.

Q?

What is considered after hours?

A.

Outside of our normal operating hours of M-F 8:00am - 8:00pm EST is considered after hours.

Q?

What are your payment terms?

A.

Payment terms are net 15.

Q?

When am I billed?

A.

Customers are billed on the 15th of each month.

Q?

What methods of payment do you accept?

A.

We accept credit cards and checks.

Q?

What constitutes a critical ticket?

A.

Critical priority tickets are those that prevent you from delivering your products and/or services.

Q?

How can I log a ticket?

A.

Call, email, or log a ticket by clicking the little green robot icon in your system tray.