Service
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.
Answered by Jamie Deeter, Service Director
Call us. That is what we are for
Nothing here is an attempt to talk you out of opening a ticket. But there is a category of work where waiting on us makes no sense for anyone: multi-factor resets when somebody has a new phone, adding a starter to the password manager, releasing an obviously legitimate email from a spam filter.
What we train
An internal administrator on the multi-factor portal, with permissions scoped so they cannot cause damage while they learn. An email template written for them to send their own people, so they are not drafting it themselves. Password manager rollouts, either a whole company on one video call or a core group who train the rest. Getting passwords out of browsers and into a manager, which is the step where most rollouts stall. Partial spam filter delegation.
Why we would rather you did some of it
These are routine tasks at professional rates, which is a poor trade for you. And a new hire who is productive on Monday instead of waiting on a ticket is worth more to your business than that ticket was worth to ours.
What stays with us
Anything touching security posture, servers, networks, backups or data. The line is drawn where a mistake stops being recoverable in five minutes.
Where we did this
If a vendor tells you your setup is fine, ask them to put it in writing. The answer changes once it has to be written.
The ERP under a desk Small businessSunk cost is real. A backup server you bought last year deserves a plan before it goes in a dumpster because a move made it convenient.
Server or cloud, honestlyPeople also ask
Who 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 answerDo 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.
The full answer
"I just have to say Kristen is awesome! She made the whole experience great and got us back up and running in no time."
Client, 2024 surveyMeet Kristen- 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 surveyWho is your internal admin?
Most businesses already have one. They just have not been given the access or the training.
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.