Everything IT

This week’s gripe: Slow Response & Resolution Time

There’s nothing worse than trying to be productive or trying to meet a deadline and you have computer or network issues! There’s nothing worse than having network and computer issues and still having to pay employees for productivity lost. So you can try and fix it yourself, try to have someone within your organization attempt to fix the issue, or call your tech support. Then you run into more issues. Your tech support person is busy putting out other fires in your company or at another company resolving issues. So you wait and remain irritated and unproductive.

This is a common problem with companies that have internal IT staff or work with "break-fix" IT companies. Netwise Resources has a completely different approach and business model.

Let’s imagine this same situation if Netwise Resources were your IT provider.  

As soon as you had an issue, you would know to pick up the phone and call our friendly service desk. Or you would know to send our service desk an email. You would receive an immediate reply to your issue with an automated ticket response or someone that always picks up the phone at our service desk. Your issue would be prioritized accordingly and our engineers would begin resolving your issues immediately. In most cases, your issue would be resolved remotely without any of our engineers ever having to leave our offices and come to your site.  Cutting out drive time to your office makes resolution time much quicker for you. If our engineers identify that it’s an issue that’s going to take a little longer to resolve, they would establish a work-around resolution for you, such as a loaner computer.  

In addition, our engineers would work expediently to resolve your issue because we sign agreements with all of our clients binding us to pre-determined response and resolution thresholds. We report this information to you monthly so that we are always held accountable by our service level agreements.

If you were a Netwise client, you would love contacting us for any and all of your issues because Netwise clients enjoy unlimited maintenance and support.