Service
Do you answer the phone after hours?
The helpdesk is staffed until 8 p.m. After that, for emergencies, the after-hours option on the main number reaches the on-call technician. Routine requests become the first tickets of the next business day, and we will tell you which is which.
Answered by Jamie Deeter, Service Director
Every new client goes through the same sixty-day onboarding, each step its own ticket, most of it before the contract starts. Nobody wings it.
A first sixty days, ticket by ticket Gold Star survey"Thank you Draven! Speedy and problem solved right away!"
Kelly, insurance agencyMeet DravenWhat happens when you call at nine at night
The helpdesk is staffed until 8 p.m. After that the main number offers an emergency option, and that reaches the on-call technician, one of the same people who work your tickets during the day. They know your setup because they work on it during the week; nobody is reading your file for the first time at midnight.
If it is an outage, they start working on it. If it is a question that can wait, they will say so honestly and it becomes the first ticket of the morning.
What counts as an emergency
A system your business runs on is down, staff cannot work, a backup has failed on a day that matters, or something looks like a security incident. Those get worked immediately, at any hour. A password reset for someone starting at eight tomorrow is important too, but it is not an emergency, and we will tell you which bucket a call falls into rather than leaving you guessing.
Businesses that do not keep office hours
Hotels, restaurants, trucking dispatch and manufacturers on second shift do not stop at five. For those clients the on-call arrangement is part of the plan from the first conversation, and we schedule maintenance for the hours their systems are actually quiet, which is sometimes three in the morning.
Monitoring works while everyone sleeps
Servers, backups and security tools are monitored around the clock, and every security system is watched 24x7x365 by a security operations center. Most overnight problems are already being worked before anyone calls.
Where we did this
Order the internet circuit the week the lease is signed. Carriers take six to twelve weeks. Nothing else on a move fails as often.
The relocation checklist Did you knowA backup that has never been restored is a hope, not a plan. Ask for the date of the last tested restore.
What to actually testPeople also ask
Do you train our staff, or do we call you for everything?
Both. We train at least one internal administrator on the routine tasks so a new phone on a Saturday is not a ticket, and we give them material to train everyone else. Anything touching security, servers or data stays with us.
The full answerWho actually does the work, and how experienced are they?
The people who answer your tickets are employees here, in Pell Lake. Our level one technicians work to a standard most firms would call level two, and nobody is handed something they have not been set up to handle.
The full answerHow fast do you respond?
Our average response to a new ticket is 20 to 25 minutes, against a two-hour response commitment written into every plan. Every request becomes a ticket with a technician's name on it; emergencies are worked immediately.
The full answer
"Thought it was something I was doing and turns out a reinstall was needed. Appreciate you getting to me before day's end!"
Sean, packaging companyMore from the survey wall- A technician who knows your setup takes every request. Not a dispatcher, not a queue.
- Every closed ticket is surveyed and a partner reads every response.
- 99.5% of surveys come back positive.
- Family-owned since 2005. 21 years in the same corner of Wisconsin, not going anywhere.
"Another great job by Midwest IT. Our company just loves your fast response to our issues."
Client, 2024 surveyRun a business that does not close at five?
Tell us your hours. We will plan the support around them.
Talk to a partnerTalk to a partner, not a sales script.
Tell us what is going on. A partner will call you back the same business day, look at what you have, and tell you honestly whether we are the right fit. No pricing pressure, no pitch deck.