Meet your dedicated support team, receive staff training, get contact reference materials, understand response times, and activate 24/7 emergency support.
Your team knows how to get help, support processes are clear, and the partnership is fully operational.
Introduction to the small, dedicated team who will handle all your IT support needs. You will know their names and faces, not just ticket numbers.
Personal relationships with your support team means faster understanding of your environment and consistent, quality service.
Anonymous support experience, having to re-explain your situation to different people every time.
Interactive training session for your staff covering how to contact support, what we handle, self-service options, and common issue resolution.
Empowered users solve simple issues themselves, submit better-described tickets, and know when to escalate.
Higher ticket volume for simple issues, poorly described tickets, user frustration.
Walk key stakeholders through support procedures including ticket submission, priority levels, response time SLAs for each priority, and escalation paths.
Clear understanding of how support works and response times reduces frustration and sets appropriate expectations.
Confusion about support processes, inappropriate escalations, unmet expectations.
Provide physical and digital contact reference cards for your staff showing exactly how to reach support: phone, email, portal, and emergency contacts.
Staff can get help immediately without searching for contact information. Reference cards stay visible at desks.
Staff unsure how to reach support, delayed issue reporting, calls to wrong numbers.
A personalized welcome video from our team introducing ourselves and expressing excitement about the partnership.
Personal touch that shows we are real people invested in your success, not just a faceless support queue.
Missed opportunity for personal connection and relationship building.
Provide access to your IT documentation portal where you can view passwords, configurations, and procedures 24/7.
Self-service access to your own IT information when you need it, without waiting for support.
Every documentation request requires a support ticket, delays in getting information.
Activate your account with our 24/7 live answering service (VoiceNation) with custom scripts and escalation procedures for phone emergencies.
After-hours emergencies reach a live person who knows how to help you immediately, not voicemail.
After-hours calls go to voicemail, emergencies not escalated, delayed response to critical issues.
Distribute emergency contact procedures to key stakeholders including after-hours numbers, escalation paths, and who to call for what.
When emergencies happen, people need to know exactly who to call without searching for information.
Panic during emergencies, wrong numbers called, delayed response.
Provide a USB drive with ImmyBot deployment tools for any future devices that need agent installation.
Self-service capability for adding new devices without waiting for our team to visit.
Every new device requires scheduling an installation visit.
We're happy to walk through what onboarding would look like for your specific environment—no commitment required.