Frequently Asked Questions
1. What do I have to do in order to subscribe to an IT support plan offered by Etaligent.NET?
Each and every subscription plan we offer is based on preliminary discussions to determine and suit the custom needs of a particular client because we stick to philosophy that says the requirements of our customers are of utmost importance. In order to subscribe to our IT support service just make a call to our office phone number or send us an e-mail with your contact information and we will contact you as soon as possible. In the meantime you can take a look at Subscription plans we offer.
2. What is the minimum contract period of an IT support plan?
Our general idea is not to bind our customers with minimum contract period, however, in our practice we found out that most of our customers stay with us for years.
3. How do I pay for technical support service?
Customers of subscription-based IT support service of Etaligent.NET pay their subscription fee not later than on the fifth of month of service after we issue an invoice for the service. The monthly fees due depend on your subscription plan.
Customers that are not subscribed to any of our plans pay on per-visit base.
4. How and when can I switch to another type of IT support plan?
All our customers are able to switch to another support plan at every moment they come to the conclusion that their current plan is not appropriate any more . Then you can consult our experts to select a plan that best suits your needs.
Always turn to IT specialists to get professional advice in a case you are not quite sure of your IT knowledge. It is important always to use our professional consultations prior taking important IT decisions. We are here to help you make the right decision about your IT.
6. What do I have to do in a case I experience technical problems while subscribed to IT support service of Etaligent.NET?
We communicate with our customers according to the terms stipulated in advance. There are three main communication channels – specialised problem management software system, e-mail and phone call. In a case we receive a problem message through one of these channels a member of our team will contact you within 15 minutes to inform you when we will start to solve the problem as well as tentative deadline to solve the problem.
7. What will happen when I experience technical problems during non-working hours?
Problem free business process of our customers is of utmost importance to us so we react in the shortest possible time to problems defined as critical no matter when they occur. Usually non-critical problems could be solved during a phone call and it is rare our specialist to have to come to your office, however, we guarantee short reaction time in case there is need our expert to visit you. Both types of problem solving will be charged separately and the price is not included in the subscription contract.
8. What the printer support service plan is covering?
A part of the support service covering your peripheral office equipment includes the preparation of a strategy for regular replacement of consumables (toner cartridges, inks) used by your printers. This strategy depends on the company requirements and needs and includes preventive maintenance of your printers every time toner cartridges and inks are replaced as well as communication with third party warranty repair shops.
9.What do I have to do in a case I experience technical problems while not subscribed to IT support service of Etaligent.NET but want to use this service?
Once a contact with you is established we will analyse the problem, will quote a price for problem solving and will discuss with you the most appropriate time to solve the problem.
* In most cases we do not charge for initial problem solving if a subscription contract is signed after the problem is solved.
