This is a very good question and one we get quite often. A lot of people want to know that and we hear that question frequently. The answer is, “Yes, we are available 24/7.”
We have techs who are always working. The challenge is that it’s not for everything. Our business office is open 6:30 am to 5:00 pm Monday through Friday. That leaves a lot of open leeway for what’s going to happen. The aspect is that we have techs who are on-call and ready to answer your call if you need help with your IT. We understand that you could have a business critical situation or health care impacting situation in the middle of the night.
In that case, we do have techs who are on call 24/7/365, whether it’s Christmas, 4th of July, Labor Day, Thanksgiving or any holiday. Regardless of the holiday, our techs are available to support our customers. That’s our number one goal: To serve and take care of our customers if you need IT support.
Now, if it’s not a business critical situation or something that could impact your healthcare, we roll it over to the next business day. And most managed IT service companies do that same thing. It’s actually not profitable for any company to stay open 24 hours a day, 7 days a week. In most industries, customer service is available during normal business hours each day. If you need help after hours, you usually have to leave a message and someone will get back to you on the next business day.
Of course, we all have emergencies from time-to-time. For instance, if your water heater breaks down and floods your home, you call a water remediation company and they will come out immediately to help you. This is considered a danger and a hazard to your family. Naturally, these companies do charge more for after-hours service and that is the way it is for all companies. If you have an electrical emergency, you can get a service technician to come out within a few hours. But they charge extra for this service and I’m sure that anyone can see why.
If you’re the electrician who has to get out of bed at 3 in the morning to go help a family that’s in trouble, you will expect to get paid extra for it.
Technology that breaks down in the middle of the night can be annoying but in most cases, it’s not life-threatening. We do have clients though, who have healthcare agencies where the health of patients can be affected if their network goes down in the middle of the night. In those cases, we can get a technician out to your location if you need it or in some cases, the problem can be fixed remotely. Whichever, our techs will move quickly to restore your networks, servers, computers or whatever technology issues you are having.
In this day and age, we understand that consumers are online 24 hours a day. They work from homes, vacation spots and from phones and computers. This trend will probably continue and even increase as we move into the future. At some point, the demands on 24/7 technology may reach a point where Colorado Computer Support will have techs on staff at all times. We try to stay up with this ever-changing world of technology.