Service
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.
Answered by Jamie Deeter, Service Director
No handing you to whoever is free
At a lot of firms the outcome of your project depends on which technician you happen to get, and the client has no way to know in advance. We have worked alongside enough of those arrangements to find it indefensible.
Nobody here is set up to fail
If somebody is given a project and there is any doubt they can carry it, an engineer works alongside them, or there is documentation they have been walked through, or both. That is a policy about our own staff, and the client-facing version of it is the same sentence: you are never handed a green technician and hoped over.
The unusual part
Deep technical people who can also talk to a client are rare. At other firms it was normal to keep the strongest engineers away from customers because the conversation would go badly. We do not have to do that, and it is one of the genuine differences here.
Where people came from
A fast food kitchen. A movie theatre. A 911 dispatch centre. We would rather take somebody genuinely interested and train them properly than hire someone carrying a decade of habits from a firm that did this badly. Several of those people now run significant parts of this company.
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 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
"Prompt call return. Tyler saved the day! Even managed to calm my nerves after the panic of potential data loss. You guys are awesome!"
Client, 2024 surveyMeet 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 surveyWant to meet the people first?
Ask. We would rather you met them before you signed than after.
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.