FAQs

Do you offer different service agreements options for support including Fixed Fee agreements or agreements that include a certain number of hours a month for support?

Innovative offers multiple service agreement offerings, with each customizable to align the services offered to the desired outcomes stated by the client

 

Do some of your agreements involve remote monitoring of our devices and other services?

Yes, a core feature of many of our agreement options provides Innovative the ability to monitor device performance to ensure items are working within operating spec, as well as automate the delivery of security patch updates and antivirus software to provide as stable and secure an environment as possible.

 

Do you offer remote support as well as onsite support?

Yes, for items that do not require on-site service, Innovative can leverage the power of remote support solutions to reduce response times and improve the client support experience.

 

Do you offer emergency service for after hours or weekends?

For clients that have a services agreement in place that includes the deployment of our monitoring platform, Innovative offers access to our on-call technician through a dedicated answering service.  Intended for mission-critical service incidents, additional charges will apply.

 

Will we have consistency as far as the technical support team that supports our account?

For each client that engages Innovative under a service agreement, an account manager and primary, secondary, and tertiary field support technician are assigned to provide consistency to the client experience.  On average, the primary tech will be scheduled for about 70% of all field service needs, but should they be unavailable due to vacation or scheduling constraints, others leveraged for support will be familiar with your account.

 

Do you offer stated Service Level Agreements for response?

Yes, Innovative offers SLAs for both the response acknowledging receipt of a request as well as the time to first technical remediation for emergency requests.  However, in practice, the only SLA that matters to any client is "fast enough".  To be sure our response times will exceed reasonable expectations, Innovative monitors our performance in time-to-respond and time-to-repair metrics and measures against internal performance standards.

 

Do you offer on-demand service for support without the need for a service agreement?

No, but our sister company, Tech Cavalry does - one call and Help is on the Way!  They can be reached at 413-586-7070.

IBS’ patch management program literally save me weeks’ worth of work per year – no exaggeration
Laura Ybarra, COO, AllCom Credit Union

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