FAQ


Frequently Asked Questions

Who will be working on my issue?
One of our team of consultants. Please see our Who page to learn more about these amazing individuals.

What is your rate?

Our rate is $200 per hour. Billable in 15 minute increments

What forms of payment do you accept?

We accept PayPal, Credit Cards and eChecks

How should I charge my customers for your service?

That is entirely up to you. We work for you. Some people bill their customer 2 or 3 times the hours that we put in on your behalf. Some bill the actual amount spent. Some mark up our services.

What are your hours?

Our website is always open for you to open a ticket. Our consultants keep different business hours based on their location. Generally the hours are 9:00am eastern to 6:00pm pacific Monday – Friday. But once you open a ticket with us you and your Third Tier consultant will schedule a time to work together.

What is the name of the support portal you use?

It’s called Kayako Fusion and is a very common web based portal.

After I open a ticket, how long before someone contacts me?

During business hours we will acknowledge your ticket within 2 hours. Then some time will pass and it could be 2 hours or 24 depending on the volume and expertise required for your ticket. After a consultant picks up your ticket they will contact you to arrange a time to work on the issue with you. It should be noted that we are not an emergency service but rather a scheduled support service.

How do I make my first payment?

Please visit our helpdesk. Once logged into your account choose the Payments button to add money to your account.

How do I make an additional payment?

Please visit our helpdesk. Once logged into your account choose the Payments button to add money to your account.

Do you prorate your time?

Yes, we bill in 15 minutes increments.

How significant is your reach into the IT/MSP Community?

We use social media marketing as our sole method of obtaining new customers and continuing communication with existing ones. As of April 2015 our reach includes:

Facebook:  1739 page members

LinkedIn:  244 group members

Twitter: 421 followers

HelpDesk Registrants:  1264

Super Secret News: 327 list members

Vendor Focus Group: 35 list members

Blog: Unique visitors per month 18899, averaging 3.43 page views per person