Answers to Questions You May Have
Customer Service
Do I talk to a live person when I call?
We answer our phones live 24 hours a day and give all clients a 24 x 7 x 365 help desk number to call if they need help. 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. If they cannot access their computer network and can’t get hold of anyone to help them, it’s incredibly frustrating.
How fast will you respond to my problem and is it guaranteed?
We guarantee to have a technician working on a problem within 60 minutes or less of your call. This is written into every service agreement we give to our clients because it’s standard procedure. So, yes it is guaranteed.
Will your technicians answer my questions in terms that I can understand and not speak geek-speak?
We believe we have perfected our hiring process and hire technicians are who are good communicators, can answer technical questions in plain English and will take time to answer your questions and explain everything in simple terms.
Do you offer new ways to improve my network’s performance?
We believe every small business should have a CIO or Chief Information Officer to oversee their technology needs. We conduct quarterly review meetings with our clients to look for new ways to help improve their operations, lower costs, increase efficiencies and resolve any problems that may be arising. Our goal is to make sure our clients have the technology they need to be more profitable, efficient and competitive.
CIO Landing IT is So Much More Than a Typical IT Shop
I have worked with CIO Landing IT for over 10 years and have found them to be professional and exceptionally competent. The owner, JC Bosacoma has a unique combination of financial acumen, business savvy and technical expertise. I confidently recommended him to my customers for their IT needs because his company is so much more than a typical IT shop.
Franklin Woodland
PresidentConvergent Corporation
Client since 2001
Do you provide detailed invoices that clearly explain what I am paying for?
We provide detailed invoices that 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 have adequate errors and omissions insurance as well as workers compensation insurance to protect us?
In this litigious society we live in, we have chosen to be adequately insured with both errors and omissions insurance and workers compensation – and don’t be shy about asking to see our latest insurance policies!
Do you guarantee to complete projects on time and on budget?
Projects are fixed priced and guaranteed to be completed on time, in writing. This is important because many computer guys will only quote “time and materials,” which gives them free reign to nickel and dime you as well as take as much time as needed on completing a project.
Maintenance Of Your Network
Why do you insist on remote monitoring?
Our remote network monitoring system proactively monitors your network constantly looking for developing problems, security issues and other problems so we can address them before they turn into bigger problems.
Do you provide any reports that show what you did as far as all the updates, security patches, and status of every machine on our network so we know for sure our systems have been secured and updated?
Our clients get a detailed report that shows an overall health score of their network and the updates we provided to their antivirus, security settings, patches and other important network checks (like hard drive space, backups, etc.).
Is it standard procedure for you to provide us with written, network documentation detailing what software licenses we own, critical passwords, user information, hardware inventory, etc.?
All clients receive this in written and electronic form at no additional cost. Quarterly updates are performed on this material to make sure certain key people from your organization have this information and know how to use it. We believe it is critical for you to have complete control over your network at all times.
It is our belief that you should never allow an IT person to have that much control over you and your company. If you get the sneaking suspicion that your current IT person is keeping this under their control as a means of job security, get rid of them (and we can help to make sure you don’t suffer any ill effects). This is downright unethical and dangerous to your organization, so don’t tolerate it!
Do you have other technicians on staff who are familiar with our network in case your regular technician goes on vacation or gets sick?
Yes. We keep detailed network documentation (basically a blueprint of your computer network) and updates on every client’s account so any of our technicians can pick up where another one has left off.
When you offer an “all-inclusive” support plan, is it truly all-inclusive, or are their “gotchas” hidden in the fine print?
Our “all-inclusive” support plan is just that – all inclusive. One of the more popular service plans offered by consulting firms today is an “all-inclusive” or “all-you-can-eat” managed services plan. These are actually a good thing because they’ll save you a lot of money in the long run – however, make sure you really understand what is and isn’t included. Some things to consider are:
- Is phone/e-mail help desk included, or extra?
- What about network upgrades, moves, or adding/removing users?
- Is hardware and/or software included?
- What are the costs/consequences of early cancellation?
- What if you aren’t happy with their services? Do they offer a money-back guarantee?
- If the hardware and software is included, what happens if you cancel the contract?
- Is offsite backups included? To what degree?
- If you have a major disaster, is restoring your network included or extra?
- What about onsite support calls? Or support to remote offices?
- Are home PCs used to access the company’s network after hours included or extra?
Backups And Disaster Recovery
Do you insist on monitoring an offsite as well as an onsite backup?
We do not encourage our clients to use tape backups because they are incredibly unreliable and leave you unprotected in many circumstances including fires, vandalism, floods, etc. We recommend our clients have an online backup service that meets the needs of their business.
Do you perform periodical test restores of your backups to make sure the data is not corrupt and could be restored in the event of a disaster?
We perform a monthly “fire drill” and perform a test restore from backup for our clients to make sure their data can be recovered in the event of an emergency. After all, the worst time to “test” a backup is when you desperately need it.
Do you backup up our network before forming 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.
Technical Expertise and Support
Do your technicians maintain current vendor certifications and participate in on-going training – or are they learning on our dime?
Out technicians are required to keep the most up-to-date vendor certifications in all the software we support. Plus, our hiring process is rigorous and most candidates do not make the grade.
Do your technicians arrive on time and dress professionally?
Our technicians are 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.
Are you familiar with (and can they support) our unique line of business applications?
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.
When something goes wrong with our Internet service, phone systems, printers or other IT services, do you own the problem or do you say “that’s not our problem to fix?”
We own the problem for our clients so they don’t have to try and resolve any of these issues on their own – that’s just plain old good service and something many computer guys won’t do.
