Onsite Technical Support
Onsite service and support on a regular schedule or in an on-call support role. Also includes remote technical support via telephone, text, email and over the Internet via remote control at the bulk rates based at that agreement level. Although we can solve over 70% of all minor technical support and maintenance issues remotely, depending on the size of the company, there is often still a need for scheduled onsite technical support visits. Contract agreement guarantees priority technical support with reduced hourly rates on all services and the option to exchange pre-purchased time for remote support, development services, monitoring and reporting services, etc. Recommended for business with 4 or more computers.
Remote Technical Support
Remote service and support via telephone, text, email and over the Internet via remote control. We can solve over 70% of all minor technical support issues from regular maintenance to patch management, software updates / upgrades, to troubleshooting and resolving computer and network problems. If we can't solve the problem remotely, we'll dispatch a technician to be onsite generally on the same business day within a couple of hours. Contract agreement guarantees priority technical support with reduced hourly rates on all services and the option to exchange pre-purchased time for onsite and other support. Recommended for business with 1 or more computers.
Weekends and After Hours Support
MIS-ter customers who've signed contracts receive emergency and after-hours support at their agreement's reduced rates. After-hours and emergency support for non-contract customers is provided on a first come first serve basis Monday - Friday 6pm - 8am and no contract required however include a minimum $200 service fee for an onsite visit. Recommended for after-hours critical server and workstation emergencies and non-contracted downtime maintenance.
Emergency Support is generally only used in emergency situations when our dispatch schedule is already full and we have to re-prioritize our support calls to accommodate an emergency situation that simply can't wait. MIS-ter customers who've signed contracts receive emergency support at their contracted rates. Emergency support for non-contract customers is provided on a first come first serve basis Monday - Friday 6pm - 8am and all weekend long with no contract required but includes a minimum $350 service charge.
Contract and Non-Contract Rates
For businesses that require guaranteed service, we offer managed IT contract services in which both parties sign a contractual commitment: MIS-ter to provide specific levels of IT service and the customer to agrees to pay for a seet amount of such services at an agreed upon rate, usually based on the total number of hours purchased, response time desired and other specifics. This commitment arrangement allows us to budget our support time in advance and hire engineers that meet our strict experience and IT / IS knowledge prerequisites. Generally speaking, contractual commitments are based on reduced hourly rates.