Shhh, don't tell anyone we told you!
1. The Pay-By-The-Hour Computer Company
In the IT Industry, we call this the 'break-fix' practice. That's because this type of company bases the majority of their income on the fact that your technology will break, and you will pay them to fix it.
These companies usually charge by the hour for support, or perhaps offer a discount with blocks of prepaid time. Their technicians come to your office once you have called them to solve a specific computer issue. These on-site technicians are expensive, and the company they work for often has expectations for the amount of billable time their employees need to have. It's usually standard practice for the technician to manage their own time to an extent.
In a situation like this, the tech wants to complete the task and move on to the next client to rack up enough billable hours to make their boss happy. This leaves them in a position where they simply don't have the time to resolve other issues or run maintenance on systems to ensure that your entire infrastructure is running smoothly. There's also no benefit in showing anyone in your organisation how to resolve even a simple problem (rebooting a router for example) because that means less billable time in the future.
Added to this, answering questions and checking into other issues during the visit is generally discouraged or requires rescheduling so as not to affect their other appointments for the day. This method works well enough for residential users with computer troubles, but let's be serious, you are trying to run a business.
In the end, you end up paying for the technician as well as loss of productivity of your employee's who couldn't work due to the issue.
2. The "Preventative" Maintenance Computer Company
Some tech support companies might offer to do regular preventative maintenance when visiting their clients, or they schedule regular visits on specific dates and times. This is so the technician can fill up their day with as many on-site client visits as possible. When the tech visits your office, they usually have a block of time to complete a series of (manual) proactive maintenance tasks to keep your IT running well.
This sounds pretty good so far, right? Unfortunately, the tech usually doesn't have the flexibility to go over the allotted time, especially without getting approval to bill you. The real kicker is that if the tech finishes the tasks early, they are often instructed to just find other things to do to fill the block of time, or even worse, just move on to the next client. You'll still pay whether you get your hour or if it only takes the tech 15 minutes.
Tech support companies love this model because it gives them guaranteed billable hours and they take no risk because if you need more help, they simply bill you by the hour.
3. Then, there's OUR way, with Non-Stop!
We do things differently. Stop paying outrageously high hourly rates that can sneak their way into your bill, and get proactive giving everyone in your company the support they need, when they need it, without the huge costs. We call it Non-Stop!, and it's designed to give you and your entire organisation peace of mind when it comes to your IT.
We take the best aspects of hourly support and the best aspects of preventative maintenance, add a live help desk that anyone in your company can call anytime without an extra fee, and bundle it all together into an easy to budget flat rate. To keep our costs low and our clients happy, we've spent a lot of time and money investing in an infrastructure that can automatically monitor your servers and workstations 24/7, detecting problems before they cause you downtime.