FAQ

Frequently Asked Questions

Response Process – Support is usually obtained 3 ways;  Email, phone and support queue requests.  Support requests are handled in the order they are received.  Voicemail responses are usually answered within 60 minutes.

Email – Response will be a phone call or email sent back to the customer indicating how support will proceed either on the phone or via a remote login. 

Phone – Support agent will answer the phone or if no support agent is available the caller will be routed to the voicemail queue.  Caller should assume they will need to be in front of the computer to help the support agent gain access to the PC.

Support Queue Request – Connecting to the support queue is the best way to contact a support agent.  The Support queue is an icon placed on the PC desktop.  The support queue software has 3 questions; name, issue, and contact number / email.  The user fills out the 3 fields and clicks connect. 

Remote support – Most issues can be fixed using remote support tools LM consulting provides.  An icon will be installed on the desktop of supported PCs & Macs.  Issues can be reported 2 ways; Using the support tool to request support and email Fix computer issues using an internet connection, most issues can be fixed remotely.  Here are a list of the most common issues;  Printer issues, file sharing, email issues, application support andlimited hardware support (may require an onsite visit). 

 

Preventative Maintenance – Monthly system cleanup.  Check for Virus check, Check Virus protection software to make sure database is up to date and no viruses are in virus vault.  Scan for Spyware / Malware;  these are programs usually acquired from internet surfing.  The Spyware / Malware programs have virus like tendencies but usually effect internet use and generally slow down Windows.  Registry cleaning; the registry is like and index for windows, over time the index grows and extra entries get left over from programs.  Keeping this file maintained will reduce computer issues and also keep up performance.    Check system log files for errors, system logs contain information about how the PC is performing.  Log files will give early indications of hardware failure and software issues.  Update system; install patches and updates for Operating system and programs.


PC Optimization – Check startup programs and removed excess tools.  Hard drive optimization keeps the files stored on the hard drive in order on the physical disk.  Programs write to the hard drive in random spots.  Defrag keeps the files in order on the drive, reducing the time it takes for the hard drive to access the files. 


ADDITIONAL /  STANDARDBILL RATES


Onsite Support – Onsite support is billed in 1 hour increments at $100 per hour.  The minimum trip charge is $75 regardless of time spent onsite.

Remote Support – Remote support is billed at a rate of $25 initial login per PC for the first 15 minutes of support.  Billing will then be billed in half hour increments.  The standard bill rate is $100 per hour.