You let us know and we get to work — usually before you've finished explaining what's wrong.
That's the short version of how this works at NerdSquad. The longer version is below, because we know "trust us, we've got it" only goes so far when something's actually broken and you need to know what to expect.
Here's what actually happens when you have a technical issue.
We're a little obsessed with making this part easy. A lot of IT companies funnel you into a single portal, make you create an account, categorize your own problem, and then wait. We don't. You can reach us roughly ten different ways — call, text, email, live chat, the client portal, a quick message through Teams, whatever's fastest for you in the moment.
If you call, you get a real person. If you text (239) 465-0079, you get a real person. If you email, a ticket opens automatically and gets routed to the right tech. If you're already on-site with one of our field techs and something else comes up, just tell them — they'll handle it.
For most clients, the answer to "how do I open a ticket?" is genuinely just call us and we'll open it for you.
Every incoming issue gets a priority based on how badly it's hurting your business. A point-of-sale system down during the lunch rush isn't the same as a printer that's been throwing a weird error since yesterday — and they shouldn't get the same response time. We sort that out fast, and if you flagged a priority when you submitted the ticket, we use that as a starting point. If you didn't, we figure it out by asking a couple of quick questions.
The full breakdown of how this works lives in our ticket priorities article, but the short of it: critical issues jump the line, and we tell you up front where you stand.
This part is where we differ from a lot of helpdesks. The person who picks up your ticket isn't a script reader in a call center somewhere — it's a U.S.-based, certified technician who actually knows your environment. We run a two-tier support model instead of the three-tier maze most companies use, which means fewer handoffs, fewer "let me transfer you," and faster resolutions.
For most issues, we connect remotely (with your permission, every time), see what you're seeing, and fix it on the spot. We've also got augmented reality tools for trickier situations — if you need to show us something physical, like a blinking light on a router or a weird message on a screen, we can guide you through it visually instead of playing telephone.
Some problems just can't be solved over a wire. A dead switch, a fried workstation, a network cable that someone's office chair has been slowly murdering for six months — those need hands on the equipment. When that's the case, we dispatch a field tech to your location. Our coverage area runs across South Florida — Naples, Fort Myers, Cape Coral, Bonita Springs, Estero, Marco Island, and everywhere in between — so "we'll be there shortly" actually means shortly.
When the issue's resolved, you'll get a confirmation. If it was something that might come back — or something that points to a deeper underlying problem — we'll flag it and follow up. We don't believe in closing tickets just to hit a metric. The ticket closes when the problem is actually gone.
Our contract guarantees an industry-leading SLA, and in practice we clear it by a long margin — most issues get a first response in minutes, not hours. We've covered the full picture of how response time works and what our SLA actually guarantees in their own articles. The TL;DR: the SLA is the floor, not the ceiling.
A "technical issue" and an "emergency" aren't the same thing. If your server's down, your network's offline, you've been hit with ransomware, or a hurricane just took out half of Lee County, that's a different playbook — and we wrote a whole article on what happens in an IT emergency. Short version: we're already on it before you call, because our monitoring tools usually catch the problem first.
Don't fight it alone. Reach out and we'll handle it.