Most faults are fixed remotely and the work starts on the callback, so the useful question is how fast somebody starts. A person calls you back the same business day, usually within an hour, and tells you on that call whether the job needs hands on the equipment. An on-site visit is booked with you, at a time your front desk can plan around.
A technician in a car is a technician doing nothing. For most of what stops an office — a password that will not take, email that has stopped arriving, a printer nobody can reach, a program that will not open, a file that has gone missing — the work happens over a remote connection, and it begins in the same conversation where you describe the problem.
That is why the promise we publish is about the callback: leave your name and your number and a person calls you back the same business day, usually within an hour. From that call, either the fix starts immediately, or you get told what has to happen and when.
Hardware that has died and needs replacing. Cabling, switches and the network cabinet. A machine that will not start at all, so there is nothing to connect to. A new office, a move, or a site being opened. Equipment on the floor that has to be handled. Those are visits, and they get booked with you so your front desk knows who is coming and when.
Plenty of visits are planned rather than urgent: new machines being set up, a quarterly walk-through, a review with the person who owns your account. Those go in the calendar in advance.
Tell us on the first call what your business needs outside office hours, and the hours we cover go into your agreement in writing before you sign anything. Some businesses genuinely need somebody reachable late, and some do not, and the honest answer depends on which one you are.
A request sent outside those hours goes to the top of the queue and gets the first call of the next working day. Anything that has stopped your business entirely should be sent through the emergency page, which routes it to the person on duty.
Ask where their people actually work from, and what happens when two clients are down at the same time. Ask what is promised in writing, as opposed to what gets said on a sales call. Ask whether an on-site visit is inside the monthly fee or billed on top. Ask what the response commitment is for a whole business stopped, against one person with a broken printer, since one number cannot honestly cover both.
Then ask what they do while somebody is travelling. A provider who starts remotely while a car is moving is giving you two answers at once.
The preparation is dull and it works. Remote access already in place on every machine, so nothing has to be installed during an emergency. A written note of what runs where. One spare machine ready to swap in. A second way to get online at the front desk. And an up-to-date list of who to call, kept somewhere that does not rely on the email being up.
This is what response looks like once we are looking after an office.
There is no phone number on this site on purpose. Leaving a name and a number gets you a person who has already read your file, rather than a queue.
Leave your name and your number. A person calls you back the same business day, usually within an hour. If your business is stopped right now, say so and the request goes to the person on duty.