Getting the Most from Your IT Support Contract

111913-supportcontractOnce you’ve found an IT support company you like – and we hope it’s Professional Network Solutions! – you’re likely to sign a support contract. This puts us on retainer for you – when you have a problem, you call us, and we help you solve it. In fact, customers who have monthly service plans with PNS even get a special 24-7-365 emergency telephone number!

But don’t just sign that contract and pay the bill every month. Here’s how to get the most out of your IT support contract.

Know the Details

Know that services your contract includes. At PNS, we create each contract specifically for each client. This ensures that you get the services you need and nothing you don’t. Does your contract include help desk services? Maintenance and updates? Training? If you’re not sure what’s included, please ask!

Here are some of the services we commonly offer our customers in monthly service plans. Each plan is personalized to the frequency and services you need:

  • Help desk services
  • Repair services
  • Server administration and management
  • Training
  • Emergency services
  • End-user support
  • Desktop management

Use It

Once you have a service contract in place, use it! We’re here to serve you, and you’re paying us for our services and expertise. When something breaks, call us! When your system needs a check up or update, call us! Hire a new employee? If staff training is part of your contract, call us! We’re here to help you understand your technology and keep your business running.

Gather Information

When you call us with a question or problem, the more information you can give us the better. It will help us solve the problem in the shortest amount of time. Gather this information when you’re calling for help desk or emergency services:

  • What were you trying to do when the error or problem occurred?
  • Is it happening every time or intermittently?
  • Is the problem affecting your entire staff or just one person or a few people?
  • Have any changes been made to your system?
  • Screen shots of the problem or error messages
  • How long has the problem been going on?

Ask Questions

We’re here to help you, so please ask us questions! If an explanation or solution we’ve given you doesn’t make sense, tell us! We’re happy to explain things so you can better understand what’s going on. We love to help our clients learn about their computer systems, so the more clarification we can give you, the better!

Do you have questions about your monthly service contract? Do you need one for your business? Contact us today!

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