Service
How 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.
Answered by Jamie Deeter, Service Director
Two numbers, and what each one means
The number we measure is the average: 20 to 25 minutes from a new ticket landing to a technician working on it. The number we commit to in writing is two hours. The gap between them is deliberate. The commitment has to hold on the worst afternoon of the year, when three clients have an outage at once, and the average is what you will actually see on an ordinary Tuesday.
Both numbers cover the same thing: a person who has read your ticket and started. They do not count an automated acknowledgement. An email that says your request has been received is not a response, and we do not count it as one.
What a response actually is
A request reaches us by phone, by email or through the Get connected tool, and every one becomes a ticket with a technician's name on it. The response is that technician getting back to you, having read the ticket, ready to work on it. If it can be fixed on that call, it is. If it needs hands or a vendor, they tell you what happens next and when.
That is the part clients mention in surveys more than any number: the person who got back to them already knew their setup and could fix it. Not a dispatcher, not a queue position, not a script.
Emergencies
If a system is down, say so and the ticket is treated as an outage. Outages jump the queue, a second technician is pulled in if the first one is tied up, and a partner is told. After hours, the emergency option on the main number reaches the on-call technician.
How to check us
Every closed ticket sends a one-click survey, and the score is on the satisfaction page. Ask any of our clients how long they wait. Better still, send us a request during business hours and time the response.
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 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
"Tyler got to my request very quickly and resolved the issue within minutes."
Nichole, insurance brokerageMeet Tyler- 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 surveyTalk 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.