Service
We want to give you the best service you have ever had.
A helpdesk in Pell Lake, staffed by people who will learn your name and your setup. Tickets answered by a technician, not a queue.
What service means here
When something breaks, you call, email or use the Get connected tool, and it becomes a ticket with a technician's name on it. Not a dispatcher, not an overseas call center, not a chatbot: a technician who already knows your setup, back to you in 20 to 25 minutes on average, against a two-hour commitment written into every plan. If it can be fixed remotely, it is fixed on that call. If it needs hands, someone drives over.
Every closed ticket sends a one-question survey, and a partner reads every response. That is how we know the service is what we say it is, and it is why the score on our homepage is a number we are willing to publish.
"A good ticket ends with the person on the other end knowing what happened and why. Fixed is not the same as understood."
Jamie Deeter, Service DirectorWhat people say after a ticket closes
Day to day
Microsoft 365 administration, new-hire and leaver setup, device management through Intune with conditional access policies, printers and scanners, the Wi-Fi in the back office, the laptop that fell in the truck. The unglamorous work, done reliably, is most of what an IT company is for.
The ticket that should not have happened
Responsive is table stakes. What our technicians do differently is care whether the ticket should have existed at all. When a printer jams for the third time, when the same login fails for a second person, when a backup alert repeats, the technician does not just close the ticket. They flag it, and one of our engineers looks at why it keeps happening and fixes the cause. Issues are not repeated, your people stop dreading the call, and IT becomes an operational strength of your company instead of a cost center.
Why our technicians stay
Technicians care about you when they are cared for. Ours stay because they are valued, treated with respect, and their voice matters here, and the proof is the number: two service employees have left in 21 years of doing business. The person who learned your setup two years ago is the person who answers when you call next year, instead of a rotating, inexperienced desk you have to explain your business to all over again. Happy IT staff means your staff gets a positive interaction every time they reach out, which is how you end up with a 99.5% survey score instead of a groan.
A backup that has never been restored is a hope, not a plan. Ask for the date of the last tested restore.
What to actually test TechnologyMulti-factor on email but not on the remote gateway is a locked front door with the back door open. Do all of them.
Multi-factor everywhereWhat is included
Questions we get asked
Do you answer the phone after hours?
For emergencies, yes: 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 answerDo you support Macs?
We are a Windows shop, and most of our clients are too. We will support a Mac for basic issues and tell you honestly when a specialist is a better use of your money.
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
Tyler got to my request very quickly and resolved the issue within minutes.Nichole, insurance brokerageFrom a ticket survey, 2026
Talk 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.