Digiboon Computer ServicesWe Make 'IT' Easier For Small Businesses - 914.747.5686

Frequently Asked Questions

Customer Service

Do you respond to emergency calls within 1 hour or will we wait hours (or even days) for someone to call us back?

We respond to emergency calls within 1 hour from 9:00 a.m. to 6:00 p.m. (weekdays) and give all clients an 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. If they cannot access their computer network AND can’t get hold of anyone to help them, it’s incredibly frustrating.

Do you have a written, guaranteed response time for emergencies?

We guarantee to have a technician working on an emergency call within 60 minutes or less. This is written into every service agreement we give to our clients because it’s standard procedure.

Do you take the time to explain what you're doing and answer our questions in terms that we can understand (not geek-speak), or do you come across as arrogant and make us feel stupid for asking simple questions?

Our technicians are trained to have the ‘heart of a teacher’ and will take time to answer your questions and explain everything in simple terms. Just look at what this one client had to say:

“Dave has the experience and is excellent at communicating his ideas so that someone with only limited knowledge in technology can understand all of their available options.”

Do you consistently (and proactively) offer new ways to improve our network’s performance, or do you wait until we have a problem to make recommendations?

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. These meetings help our clients become more profitable, efficient and competitive.

Do you have adequate insurance to protect US?

Here’s something to consider: if your current provider causes a problem with your network that causes you to be down for hours or days or to lose data, who’s responsible? Here’s another question to consider: if one of their technicians gets hurt at your office, who’s paying? In this litigious society we live in, you better make sure whomever you hire is adequately insured with both errors and omissions insurance AND workers compensation – and don’t be shy about asking to see their latest insurance policies!

True Story: A few years ago Geek Squad was slapped with multi-million dollar lawsuits from customers for bad behavior of their technicians. In some cases, their techs where accessing, copying and distributing personal information they gained access to on customers PCs and laptops brought in for repairs. In other cases they lost a client’s laptop (and subsequently all the data on it) and tried to cover it up. Bottom line, make sure the company you are hiring has proper insurance to protect YOU.

Do you guarantee to complete projects on time and on budget?

All projects are fixed priced and guaranteed to be completed on time, in writing. This is important because many unethical or incompetent 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

Do you insist on remotely monitoring our network 24-7-356 to keep critical security settings, virus definitions and security patches up-to-date and PREVENT problems from turning into downtime, viruses, lost data and other issues?

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.

Is it standard procedure for you to provide us with access to network documentation detailing what software licenses we own, critical passwords, user information, hardware inventory, etc., or are you the only person with the “keys to the kingdom?”

All clients receive this in electronic form at no additional cost. We also perform a quarterly update on this material and make sure certain key people from your organization have this information and know how to use it, giving you complete control over your network.

Side Note: 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?

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 up where another one has left off.

Is your 'Inclusive Total Protection' plan TRULY all-inclusive, or are there “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 about 3rd party software support? (We recommend that this IS 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, or are you letting us rely on outdated backup systems?

We do not allow our clients to use outdated backup systems because they are incredibly unreliable. We make sure all of our clients are protected by implementing both on-site and off-site backup strategies; both of which are monitored DAILY.

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

We perform regular “fire drills” to ensure our clients’ 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 INSIST on backing up our network BEFORE performing any type of project or upgrade?

We do - Simply as a precaution in case a hardware failure or software glitch causes a major problem.

If we were to experience a major disaster, do you have a plan for how our data could be restored FAST and/or enable us to work from a remote location?

All clients receive a simple disaster recovery plan for their data and network. We encourage them to do a FULL disaster recovery plan for their office, but at a minimum, their network will be covered should something happen.

Technical Expertise and Support

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

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 keep your data secure.

Do your technicians participate in on-going training – or are they learning on our dime?

Our technicians are required to keep up-to-date on all the software we support. Our hiring process is so stringent, 90% of the technicians who apply don’t make it through (guess who’s hiring them?)

Do your technicians arrive on time?

Our technicians are true professionals that you would be proud to have in your office. They 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 you 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 feel WE should 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 providing exceptional customer service and something many computer guys won’t do.

Inclusive Total Protection (ITP)

If we sign up for this program, what is our commitment?

The ITP program is a month-to-month agreement, which may be cancelled at any time, without penalty, as long as you give us 30-days’ written notice.

Is hardware and software included as part of the ITP agreement?

No. Hardware and software (outside of those related to the backups systems) are NOT included under the ITP program. However, we will act on your behalf to research, recommend, and purchase new hardware and software at no additional cost.

Will you guarantee that we won’t have any technical problems or downtime?

No, we cannot guarantee that you will never have any technical problems or downtime; no one can. However, we will guarantee that you will see a significant drop in the number of problems you experience and a dramatic improvement in the speed, performance, and reliability of your network.

What if our business grows, or contracts?

We designed the ITP program to be flexible and easy to understand. Based on the current size of your business, the service fee adjusts accordingly from month-to-month.

Do you offer any other alternatives to the ITP program, such as a ‘time and materials’ agreement?

No. As a consultant and trusted advisor, I can honestly say that turning a blind eye to proactively monitoring and maintaining your network’s health and security is not only dangerous to your company, but would be unprofessional of us (or anyone else) to allow it.

We do, however, consult on an hourly basis for larger organizations that have their own in-house IT staff.

So...How much is this going to cost?

The pricing formula we use is a model founded on our experience in servicing small businesses over the last 15 years and helps us accurately calculate the cost of essential support tools and estimated number of service hours your network requires per month. The result is a fee you can budget for like rent and insurance. We'll provide you with the easy-to-understand formula once we schedule a meeting.

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