working with us is that we are process-oriented - our technical services, our solutions delivery, and our business processes are all influenced by our desire
to provide you consistent and reliable support. At the same time, as a small business we also have the flexibility to make changes to better accommodate
our customers' unique situation. The questions and answers below will help you learn more about what it means to team with NovaTech.
Have a Question?
Whether you are an existing customer or someone looking for a new IT support provider, we're always ready to discuss your service needs.
If you have a question, just ask!
How do I reach you when I have a problem and need some help?
The two ways we receive support requests are via e-mail and phone calls to our office. Routine support requests typically come in by e-mail. We log the request and then assign it to a support technician who will then contact the customer. We have support techs in the office between 7AM and 6PM, Monday-Friday, so many times we can start working even routine issues the same day. If a customer had an urgent request that needs to addressed right away, they would call our office directly.
How do I reach you when I have a problem and need some help?
Unlike many IT providers, our support technicians understand both technology and people. We know you want to know how soon someone will be working on your problem, how long will it take, and when will they be done. We communicate status information regularly as we work on your support request so you know what kind of progress we are making and when we expect to be done. When we've completed our work, we talk to you to make sure you're happy with the end result and to see if you have any questions.
For each support request we receive during the billing cycle, our invoices for hourly work will identify the support technician(s) that worked on your request, how much time they spent, and a short description of the work performend. Invoices for fixed price work will include a description of the phase of the project being billed and the associated fees.
Do you charge more on nights and weekends?
Since your IT systems are supporting important business functions, we will schedule upgrades and similar support actions that can disrupt users during your "off hours". Sometimes that means working on an evening or a weekend. We do not charge any extra fees for support activities that are scheduled for nights or weekends. Similarly if we start working on a request during the day that ends up stretching past normal business hours, we don't use that as an excuse to change our rates. An honest day's pay for an honest day's work is our motto!
