Frequently asked questions.
Here’s what you need to know about the vitaltech experience. Based on the questions we get asked the most.
Have more questions on what we do?
We include all PC break/fix issues including all hardware and software concerns pertaining to servers, mobile devices, and networking. Regular management meetings and preventative maintenance also are covered.
Time spent on something outside of break/fix can be billable. Our team will never do any billable work without gaining approval first.
We don’t bill for our time for site visits related to helpdesk tickets, but we do charge for the expense to get our resource to/from our clients’ offices.
We do. You can either order through us or a vendor of your choice.
We make recommendations based on functionality and budget needs. It’s our job to present the options to you. You know your business better than we do, so we work as a partnership to land on the best solution for your organization.
Yes. Our team is available to provide training. We also offer tutorials on how-to’s and resources to best equip and educate. We can also create one-pager screen shot tutorials to save our clients training costs if their end users are comfortable with that method.
No. vitaltech is partners with companies from many industries including legal, healthcare, non-profit, financial, manufacturing, & construction to name a few.
Our smallest client has 4 computers, and our largest client has roughly 1200 computers.
We have an open office layout to foster teamwork and discussion. Music of all genres usually plays. Our help desk sector fills most of our office space.
Questions and answers about vitaltech Support/Help Desk
Clients call or email our help desk. With calling, a support expert creates a ticket and works with the client directly. With emailing, a ticket is created automatically and assigned to a technician who then creates the path for resolution. All correspondence emailed in connection with that ticket is also saved to the history of the ticket.
Yes. Priority is determined by creation time and severity. Severe issues that demand further urgency include internet shutdown, server failure, and poor network connectivity. In most cases, issues deemed urgent affect the large portion of the company environment. Any network issue or company-wide technology issue will get priority treatment and go to the top of the priority list.
Including our help desk manager, our help desk team consists of seven (7) support experts and four (4) senior support experts. Our help desk works out of our downtown Chicago office and is available for site visits.
We bring visibility to any larger problems during the monthly strategic meeting with our relationship manager, who always has a good feel of your environment. We internally document trending issues, chronicle and analyze our ticketing system. Our tech staff hold regular internal meetings to evaluate such occurrences. We also have the capacity to remotely monitor—when necessary—clients’ computers in order to replenish software and hardware. Additionally, we are in the process of scheduling recurring assessments (included in our monthly service) to help our clients align with our standards
Yes. Meetings occur every 1-2 months in which we provide hardware inventory reports, help desk ticketing historical data, project and initiative updates and future recommendation reports. The monthly strategic meeting is an integral part of our relationship. Not enough organizations step away from playing the daily IT whack-a-mole game to strategically look at the business form a 30,000 view. In addition to the strategic view, we routinely present hardware/software inventory/warrant reports. We also review help desk tickets from the prior month to get in front of any recurring issues. It’s our responsibility to present new technologies/trends/concerns to our clients during this meeting to create/increase efficiencies and ultimately our clients profitability.
We advocate multiple back-up solutions to eliminate single points of failure including both a local and external backup server. We will also recommend that our clients have onsite and offsite backup solutions running in parallel. The onsite solution protects against hardware failures as well as malicious virus attacks. Offsite backups add a layer of redundancy and can protect against flooding/fire, or other situations where there is damage to the IT room.
The most common reasons—besides treating lunch—when visiting clients’ offices include replacing hardware, emergencies directly affecting multiple users, and when a client is struggling with troubleshooting over the phone.
Yes. With servers, it is a manual process checking backups, antivirus, cleaning out stale files, running updates, and rebooting. Upcoming Issues or expirations are reported to the account manager. For each work station, an automated script process cleans stale data, reboots, and runs updates.
Yes. We create and manage websites and applications, both from scratch and redesign.
We do. We assist in procuring, implementing and supporting hosted voice solutions.