We do not offer any guaranteed response times for our services. However, the following is a general guideline of how we prioritize our workflow:
Priority by customer type:
- Existing Business Customers on our routine maintenance program
- Existing Business Customers
- New Business Customers
- Existing Residential Customers
- New Residential Customers
Priority by severity of issue:
- Emergency – For issues requiring an immediate response, urgent enough to warrant having one of our technicians leaving an unfinished service call or canceling/rescheduling existing service calls within the next 2 hours.
- Typically reserved for server outages or network failures, and/or issues with business-critical systems where there is no reasonable/feasible work-around or alternative.
- Typically reserved for issues where all or a majority of the customer’s staff is impacted by the outage.
- Residential/individual customers are not eligible for this level of service, during normal business hours. All customers can request emergency after-hours service, subject to our emergency after-hours rates.
- High – For urgent issues that require a response same or next day. Service is provided as soon as possible, without disruption to service calls currently in progress or service calls that are already scheduled.
- Typically used for issues that have a negative impact on business operations, but there is a reasonable/feasible work-around or alternative available.
- Typically used for issues that impact a relatively small segment of the customer’s staff, or a small number of devices.
- Normal – For issues and requests that should typically be addressed in 2 to 3 business days for business customers, and 3 to 5 days for residential customers.
- Low – For minor issues and requests that are not critical; Typically used for requesting quotes and estimates or planning future projects. Response time will vary depending on the nature of the request.
Submitting trouble tickets:
We use a trouble-ticket system to organize our work-flow. Please help us be efficient by submitting trouble-tickets for all service requests. Our technicians are immediately notified of trouble tickets on their mobile devices while in the field. Phone calls and voice messages are not typically reviewed until technicians return to the office.
You can submit trouble-tickets online via our website (click the “trouble ticket” or “contact us” link). The website will allow you to choose one of the priorities listed above (Emergency, High, Normal, Low)
You can also submit trouble ticket requests via email (email address not provided here for anti-spam reasons). Requests submitted via email will default to “normal” priority, unless you use the “high priority” or “low priority” flag when you send your email. “Emergency” priority is not available for requests submitted via email.
Additional factors we consider when prioritizing our work-flow:
- Timeliness of customer’s previous payments.
- Customers that have a prompt payment history will receive prompt service.
- Is there a reasonable work-around?
- We will not inconvenience our other customers by canceling or re-scheduling existing appointments if you have a reasonable work-around or alternative to your current problem.
- Was this “Emergency” or “High Priority” issue preventable? Was it a result of poor planning or lack of communication on the customer’s part?
- We will not inconvenience our other customers by canceling or re-scheduling existing appointments because of lack of planning or lack of communications on your part.