1. Do I talk to a live person when I call?
A: We answer our phones live from 8:30 a.m. to 5:00 p.m. For after hours emergencies you can call our main office number to reach the on call technician.
2. What kinds of service plans do you offer and what do they cover?
A: Our most popular plan is our Platinum Managed Services. This provides for unlimited remote and on-site service as it pertains to your network and ensures that you get a true fixed-fee support cost. We monitor and will provide services to your network 24/7. However, we do offer alternative plans based on your IT needs. Please get in touch with us to see how our managed services can fit in with your company needs.
3. Do you guarantee to complete projects on time and on budget?
A: Projects are fixed priced and guaranteed to be completed on time, in writing. This is important because many computer guys will only quote “time and materials,” which gives them free reign to nickel and dime you as well as take as much time as needed on completing a project.
4. Why do you insist on remote monitoring?
A: Our remote network monitoring system watches over your network to constantly look for developing problems, security issues and other problems so we can address them BEFORE they turn into bigger problems.
5. If you are located outside of Pittsburgh are you able to provide services outside the local area?
A: Absolutely! PC Doctor provides services to clients in many different states. Several of our clients have multiple locations. Our business model allows for full management of your systems regardless of your location. Should you need an on-site visit, we have relationships with trusted partners around the world and can dispatch specialists to any location with guaranteed reliability and response times.
6. Do you guarantee your services?
A: Yes! We are so confident in our services that all of our support plans come with a 60-Day No-Questions-Asked Guarantee. We also unconditionally guarantee all our work. If you are ever not satisfied with any work we perform, just let us know and we will work with you to insure your satisfaction, at no additional charge. We also have strict Service Level Agreements that we provide to you.
7. Will you guarantee that I won’t have any technical problems or downtime?
A: No, we cannot guarantee that you will never have any technical problems or downtime; no one can. However, we guarantee that you will see a significant drop in the number of problems you experience and a dramatic improvement in the speed, performance and reliability of your systems. We also guarantee our response times based on the emergency. And, if you are on our flat fee plans, you will never see any additional invoices for maintaining your existing infrastructure.
