Customer Support  

Customer Support

 


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Frequently Asked Questions

Have questions about Computer One?  Check out our frequently asked questions or contact us.

Are you familiar with my unique industry and my technology?

We own the problems with all line of business applications for our clients. That doesn't mean we can fix faulty software –but we WILL be the liaison between you and your vendor to resolve problems you are having and make sure these applications work smoothly for you.

Can you provide a detailed invoice?

All of our invoices are detailed to show what work was done, why it was done and when it was done so you never have to guess what you're paying for.  

Do you do periodically test restores of our backups to make sure the data is not corrupt and could be restored in the event of a disaster?

Yes, we receive daily status updates via email to make sure your last backup was successful and we do a full restore.

Do you insist on monitoring an offsite and onsite backup?

Yes, we recommend our clients have an onsite and offsite backup copy of their data to make sure they can recover in the event of a disaster.

Do your technicians arrive on time and dress professionally?

Our technicians are true professionals that you would be proud to have in your office. They dress professionally, show up on time and if they cannot (for some odd, unforeseen reason) we always notify the client immediately. We believe these are minimum requirements for delivering a professional service.

If my regular technician goes on vacation or gets sick, do you have other technicians on staff that are familiar with my network?

Yes!  Since we keep detailed network documentation (basically a blueprint of your computer network) and updates on every client's account, any of our technicians can pick it up where the other one has left off. 

Why do you remotely monitor my network 24/7?

Our remote network monitoring system watches over your network to constantly look for developing problems, security issues and other problems so we can address them before they turn into bigger problems.

Can you answer my questions in terms that I can understand (not geek-speak)?

Our technicians are trained in customer service, and always take time to answer your questions and explain everything in simple terms.

Do I talk to a live person when I call?

We answer our phones live from 8:00 a.m. to 5:00 p.m. and give all clients an emergency after hours number they may call if a problem arises, including weekends. Why? Because many of the CEOs and executives we support work outside normal hours and find it to be the most productive time they have. 

Do you insist on backing up my network before performing any type of project or upgrade?

We do; and that's simply as a precaution in case a hardware failure or software glitch causes a major problem.

Do you offer improvements to my network?

We conduct annual review meetings with our clients, or upon request, to look for new ways to help improve their operations, lower costs, and resolve any problems that may be arising. Our goal is help our clients be more profitable, efficient and competitive.

Do your technicians receive continuing education?

Our technicians are required to keep the most up-to-date vendor certifications in all the software we support. Plus, our hiring process is so stringent, 99% of the technicians who apply don't make it through.

Is your help-desk US based or outsourced to an overseas company?

We provide our own in-house help desk and make sure the folks helping you are friendly and helpful. We consider this one of the most important aspects of customer service, plus we feel it's important to keeping your data secure.

What happens when something goes wrong with our Internet service, phone systems, printers or other IT services?

We do what we do best, we offer service.  Contact us today to get started.