FREQUENTLY ASKED QUESTIONS

How is ICC different from other IT companies?

We take care of the details. We answer the phones and work on your timeline, not ours.

What is your response time?

We always strive to exceed expectations by working to provide an immediate response on most issues. We do NOT have an automated attendant as a first line of response. A live person will answer the phone during working hours and can either get a ticket started or get you routed to a technician who can help. Emergencies will be responded to right away, whether onsite or remotely. For non-emergency situations, we usually respond within a couple of hours. We have an after-hours emergency number where you can leave a message and a technician will be contacted.

What is your approach to new technology?

We look objectively at new technology solutions for their potential benefits to our customers. We approach these solutions with caution to make sure they have a proven track record and will provide real value rather than just implement a solution that is the latest and greatest.

How do I switch IT providers?

Anytime you are moving from one IT company to another, the transition process is critical. Your new IT company should be able to explain their philosophy and should have a defined onboarding process that they are happy to share with you. We understand there are a lot of moving pieces in the transition. Our goal is to minimize disruption to your business.

How many technicians are on staff?

While the number can vary, we maintain excess capacity. Our technicians have varying experiences and skills. We look for team members who can multitask, troubleshoot, think quickly and critically, and listen to you.

What if I don’t get along with a technician?

We understand personalities sometimes clash. Our customer experience team will work with you to address your concerns.

Will you help us with our vendors?

Any IT company should be taking the lead in working with vendors so there isn’t finger pointing. We do this regularly for our customers.

What are IT best security practices?

Network security
Email security
Security patches and updates
QBR/Cyber Insurance
Education/Testing
Backup and DR

Price vs. Value?

We understand that price is a critical component in any business partnership and most customers are looking for good value. With that being said, ICC provides quality work at a competitive price.

Should I pay hourly, or have a support contract?

The majority of our customers find that a contract makes sense since it aligns business goals. The better your IT systems work for you, the better it is for both parties. We find it makes sense to pay hourly when a business is in a transitional period i.e. merging or downsizing, project-based work, backup for an existing internal resource or to test our capability.

What is typically included in IT support contracts?

They include all six areas of our cybersecurity model. Please ask us to provide you with a list of what’s available. Our contracts are typically 3-year terms so you can rest assured we are committed to serving you.

How much should IT support cost?

At a minimum, the cost should cover all areas of a cybersecurity model. Having a professional in today’s changing world is more important than ever. The old saying goes, “If you think a professional is expensive, wait until you hire an amateur.”

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FREQUENTLY ASKED QUESTIONS

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