Total IT FAQ's Print

Q. If I'm having a computer issue who do I call?

A. Two system administrators are assigned to every Total IT account. They are highly trained and are your first point of contact. If the problem needs to be delegated to someone else, they will facilitate it and remain your point of contact until the issue is resolved. You can also use the online ticket system, it will route your issue directly to your technicians.

Q. How do I know which of my administrators to contact?

A. You can contact either one. They work as a team and provide redundancy for each other in case of sickness or vacation. In the rare case that neither is available one of our other administrators will cover thier duties until they are able to resume your account.

Q. How do I track progress of a support issue?

A. you can contact one of your administrators or use our online case management system.

Q. I don't like case management systems; I'd rather just interact with a technician.

A. Our case management system is our internal tool to document our work. You are never required to use it and you will always be contacted directly by a technician if follow up or additional information is required.

Q. What if I need a complete list of all the computer equipment we have?

A. Every Total IT plan includes hardware and software asset management. We can produce a list with make, model, and serial # of all of your computers, printers, etc.

Q. What’s involved in getting started?

A. First we schedule one of our CIO’s to meet with you and your staff; he may be accompanied by one of our technicians to help assess your environment. After reviewing the information collected, a second meeting will be arranged where a high level synopsis of the strategy will be presented and you will have the opportunity to enroll in the plan.