You tell us, we prioritize it, and a technician who works the problem takes it from there, remotely in most cases and onsite in Southwest Florida when hands are needed. Here's each step.
"Trust us, we've got it" only goes so far when something is broken and your team is waiting. This article walks through what happens from the moment you report a problem to the moment the ticket closes, so you know what to expect.
We make this part easy. You don't have to create an account, categorize your own problem or learn a portal before anyone helps you. Use whichever channel suits the moment:
For most people, the simplest answer is to call and we'll open the ticket for you. More detail is in how to get support or submit a ticket.
Every issue gets a priority based on its impact on your business. A point-of-sale system down during the lunch rush and a printer with an odd error message shouldn't wait in the same line. If you set a priority when you submitted the ticket, we start there. If not, we ask a couple of quick questions. The levels are explained in what the ticket priorities mean.
We run two support tiers instead of the usual three. The person who takes your issue is a technician who works the problem, not someone who writes it down and passes it along. If it needs a specialist, it goes straight to one, and you don't have to explain it all again.
Most issues are handled remotely. With your permission, every time, the technician connects to your computer, sees what you're seeing and fixes it. If you need to show us something physical, such as the lights on a router or a message on a screen, we'll walk you through it or arrange an onsite visit.
Some problems need hands on the equipment: a failed switch, a dead workstation, a network cable an office chair has been rolling over for months. When that happens, we schedule a technician to visit. NerdSquad is based in Naples and provides onsite support across Southwest Florida, serving Naples, Fort Myers, Cape Coral, Bonita Springs, Estero and nearby communities. Remote support is available to businesses nationwide.
When the issue is resolved, you'll get a confirmation. If it's likely to come back or points to a bigger underlying problem, we'll tell you and follow up. A ticket closes when the problem is fixed, not when it's convenient for a report.
Every NerdSquad managed IT plan includes an industry-leading SLA, and the specific response targets, priority levels and escalation steps are written into your service agreement. Your plan sets the hours our technicians work your tickets:
Automated monitoring runs around the clock on every plan, so many problems open a ticket on our side before anyone in your office notices. For more detail, see how quickly we respond to IT issues and what our SLA covers.
A technical issue and an emergency aren't the same. If your server is down, your network is offline or you suspect ransomware, call right away. That follows a different playbook, covered in what happens in an IT emergency or system outage.
To learn more about how support works day to day, see our IT help desk page.
Already a client? Call (239) 465-0079 or submit a ticket. If something is down, call so we can start right away.
Not a client yet? NerdSquad Managed IT Services is a Managed Service Provider (MSP) based in Naples, Florida. We support businesses onsite across Southwest Florida and remotely nationwide. Book a discovery call or call (239) 465-0079.
Related: Managed IT services and plans