How We Work: Four Simple Concepts

There are many advanced concepts and technical terms that go into the IT business, but in the end the only thing that matters is whether we have provided the best service possible to our customers.  To that end, we hold sacred only four very simple, old-school concepts.

 Know

• Certifications are one thing, but applied knowledge and understanding how to use technology to solve business problems is a unique ability.
• We have a dedicated set of hardware in our office where we are able to test new products and features to help us understand them, before bringing them to a customer's site.
• We have well-developed relationships with all of the vendors whose products we sell and service, so we are able to rely on their resources and inside knowledge of their own product.

Care

• Our customers know us as trusted business advisors, not just technicians.  They know we are looking out for them, and staying proactive to protect them from threats and present new technologies that will help make their business more effective.
• When trouble does arise, response time can make a big difference.  We carefully assign priorities to our customers' support tickets and work them according to their priority.
• We understand the importance of uptime during business hours, so we don't hesitate to push non-business-down work to evenings or weekends.

Communicate

• We manage expectations while we're working an issue or project, so our customer and their end users will know what will be available and when.
• Our ticketing portal helps our customers view the progress of their outstanding issues.  Also, we have automated much of our communications, so status update e-mails launch when work has been performed, when a ticket is completed, etc.

Innovate

• We are continually investing in researching the latest and most advanced technologies for our customers.  We never assume we have the perfect solution but rather continue to seek a better answer and view technological perfection as a continual process of improvement.
• We are constantly exploring open source technologies and the world of possibilities that are opened up by Linux and related technologies.  If one of them is the right answer for a particular customer need, we will only suggest it if it's been thoroughly tested and vetted personally by our staff.