Get Answers to Your FAQs

FAQ - Frequently Asked Questions

Q:How Long Does It Take to Get a Response After I Request Service?

A: You Can Expect a Call Back Within 15 Minutes for a 24x7x4 Service Level Agreement. After that, Your Engineer will be Dispatched to Your Promptly to Your Site. Additionally, You Can Expect Them to Arrive with the correct part in hand.

Q: Speaking of Service Level Agreements (SLA), We have a Lot of Different Types of Equipment and Manufacturers and Our Support Needs Are Extremely Varied. Are You Flexible?

A: Yes, We Will Customize SLA’s That Are Designed for Your Specific Needs, and Our Standard SLA’s Include 24x4x7 or 9x5xNBD (Next Business Day). These Often Fit the Typical Support Needs of Our Customers, however, When a Hybrid Custom Solution is Needed, No One Offers More Flexibility Than Service IT Direct. This Includes Mix and Matching Service Levels.

Q: Next, How Do We Know That the Engineer You Send to Our Site is Qualified?

A: Every Engineer on Staff is Ex-OEM. Meaning That They Were Trained by the Manufacturer. The Average Tenure of Our Engineers is 23 Years. Each One is a Subject-Matter-Expert (SME) for 1 or More Types of Systems, in Addition They Are Also Cross-trained on a Variety of Other Equipment. As a Result, Our Methodology Ensures There Will Always Be a Highly Qualified Engineer Involved in Resolving Your Issues.

Q: So, Do You Provide Support Outside of the U.S.?

A: Absolutely, We Provide Full Support All Across the Globe. In Addition, Our 32 Year History in the IT Support Business Has Given Us The Ability to Effectively Deliver Services Outside of the United States. In Certain Areas, a Hybrid Approach is Used, Where Our Highly Trained Engineers are Coupled With Strategic Partners. They Can Serve as the Onsite Presence While Still Receiving Our Expertise.