Cost and contracts
Do you come onsite, or is it all remote?
The short answer
Both. Most IT issues are fixed remotely, because remote support can begin without waiting for a technician to drive over. When something needs hands on it, like a failed switch, a new office or a hardware swap, we come onsite from our Redlands office. Onsite visits are included in our managed IT agreements at no additional charge.
Why is most support remote?
Speed. Remote tools let a technician see the problem, fix it and confirm with the user without waiting on traffic. Things like a locked account, a broken printer driver or an Outlook profile are faster to fix from a keyboard than from a car.
When do you come onsite?
When the fix needs hands: network hardware, cabling, new workstations, office moves, and anything a remote tool cannot reach. Planned work is scheduled with you. Unplanned work is prioritized by how many people it is stopping.
Does onsite cost extra?
Not with our managed IT agreements. Onsite visits are included. That matters more than it sounds: when a provider bills per visit, there is a quiet incentive to avoid going, or to go too often.
What if we have an IT person on site already?
Then a co-managed setup often makes sense: your person handles the hands-on work and we cover security monitoring, projects and escalations. See co-managed IT.