Frequently Asked Questions
We will work on your computer as often as we need to to keep your system running as good as it will run. Sometimes that means that we will perform a CAP-IT Scan monthly or every 2 months. Sometimes the system needs to be check 2 weeks after the last time or it may be 3 months. We never go over 3 months. Servers are every month. We have some aspects such as backups, CPU use, memory use, hard drive space and more that we check or receive alerts daily. Our goal is that you never have a problem with your computer. We do what is needed to achieve that goal.
There is no charge for the installation. This is a part of the service.
If you have a problem, contact us. We make it very easy for you to get in touch with us. we give you a website where you can log in your own work orders and check the status of any work order as it moves through our system. With that same login you can check the status of any work order that we have ever completed for your account as well as review any invoice that we have ever sent to you. If you prefer, you can call us. If you call during business hours you can talk to Tammy who will take down your information and create a work order and assign it to your tech. If you would like to call after hours you can leave a message on our answering machine and it will be scheduled the next morning. You also have the option of sending us an e-mail if you would prefer. Our goal is for you to call us if you have any questions or any problems with your computer. That includes what program to buy, what computer to buy, do I need a new system, but I need to upgrade this computer, are there any security issues I need to be aware of. We want to be your IT department, even if you just have one computer.
The installation will take about 1 - 2 minutes of your time to get us into your computer. We will then spend about 30 minutes downloading the programs that we use. Once that is complete, it will take anywhere from 2 - 6 hours to finish scanning your system and setting up your backups. You are welcome to watch what we do at any time and to call us if you have any questions.
Our system is safe. We use LogMeIn Central and LogMeIn rescue for our remote access programs. These programs are used by enterprise level organizations for their remote support needs and is been proven over the years to be a secure method of remote support. We will install a program called LogMeIn Pro on your system that is a part of the log me in system and is secure as well. If you would like we can give you credentials to be able to remote into your computer like we do, remote computer - this is part of the CAP-IT program. In addition our remote backup solutionis powered by MosyPro and is known for its security as well.
You will have a tech assigned to your account and it will be his responsibility to install the programs on your systems. He will be your main contact and will be the person that will maintain your computers. If there is a problem, he will handle it for you and he will be the person that maintains our workorder system with your information. This person will be an employee of Saunders Business Solutions, not a contractor.
No. We price ourselves on using the best technology and we do not want to slow down your computer in any way. We are always searching for better programs that require less overhead. This is what makes us different. We are not tied down to one technology. If we find a defrag program that works better and is faster, we will use it. If we find an antivirus program that is faster and better, we will use it. Our goal is for you to not have any problems and to not have to call us about problems - because you will not have any. We are taking responsibility for the well being of your computer.
For most of our installs, you will need to go to a website, type in a code, click OK a couple of times and that is it. We will handle it from there. You may be involved 1 minute. Of course every situation is different and yours may take longer but most are very simple.
Our routine CAP-IT scan takes anywhere from 1 1/2 hours to six hours depending on computer speed and problems that we encounter. Whenever possible we like to complete the CAP-IT scan in one sitting. We can break it up into two sessions but would prefer not to. We are thorough, we do not want you to have any problems with your computer, we treat your computer as if it was ours. You will have a technician assigned to your account and their job is to maintain your computers as if that was his only job.
No, but you can if you want to. We do not require you to give us any passwords but if you want us to work in the background, doing our scans after hours when you are not using your system, we will need a Windows password to get back into your computer if we need to do a restart. As for e-mail, accounting packages, secure areas, we do not need that information and would only need it if you asked us to do something in that area. It is entirely up to you.
Absolutely we can install the program when you're not using the computer however you will need to be there to get us started. We use a program called LogMeIn Rescue that allows us to give you a code and a website to go to where you can enter the code and give us access. For most of our customers that is all of the customer involvement needed to install and maintain your computer. Our goal is to maintain your computer for you and that you do not have to deal with computer maintenance issues ever again. We have the ability to restart computers, shut down and restart computers, perform all maintenance updates, install programs, remove programs, anything that is needed to give you worry free computing. If there are any limitations on what you would like for us to do or not do just let your technician know he will recorded into the work order system and will be sure to follow your instructions completely.
You let us know when your computer is available and that is what we will work on it. if your computer is available early in the mornings, say 5:30 AM just let us know and we'll work on it then. If you are all for Wednesdays will work on it a Wednesdays. if you go to work early in the mornings and would prefer for us to work on it after dinner we will take care of it then. We prefer to do the work during the week sometime but if there is no other time and we have to do the work on the weekends we will do that as well. Our goal is to be invisible to you and take care of your computer when you are not using it. There will be exceptions to this such as a special need to have a specialized tech do the work and his availability may be limited but this is very rare and definitely the exception rather than the rule.
One of the beauties of this program is the ease of use. Once you sign up for the program, we will give you a call, send you to a website page and give you a code that will allow us into the computer. That is it, we do everything from there. All you have to do now is to let us know if you have any problems. Our program is designed to fix problems before you know about them.
We are going to log into your computer and work on it is if we are sitting in front of your computer. We are going to run the utilities and the scans that we do when we go on-site and there is a computer problem. We have what we call a CAP-IT scan that is a 20 step process that we follow when working on your computer. We make every effort to run this CAP-IT scan every time we log into your system, time permitting. This CAP-IT scan process is designed to catch all problems and two update your computer. It's also designed to speed up your system as well is make sure that all the security and safety issues are addressed. Our CAP-IT scan will take a minimum of an hour and a half and can take as long as six hours to complete. We are thorough, we do not want you to have a problem – ever. That is why we would prefer to do our CAP-IT scans when you are not using your computer. As always you're welcome to watch, we have nothing to hide.
We make every effort to have the same technician check your system every time. We want to get to know your computer, we want to know when something is different and we want to know when something is not running like it should and the best way to do that is to have the same person do the CAP-IT scans each time. In a similar fashion, if you have a problem with your computer we want you to talk to the same technician that does the scans so that if he needs to check something extra the next time he will know to do that. We use a comprehensive work order system and everything that is done on your computer's is recorded in that system for future reference so if we did have to change technicians, he would have a complete history of your computer at his fingertips every time you call Lorri checks your computer.
Our CAP-IT scans - as we call them - are the heart of our maintenance program. Depending on the customer and depending on the condition and age of the computer will determine how often we will check the system. We will very this timing depending on these conditions so we might scan your computer monthly, every two months or quarterly. Generally this timing is up to us. Rarely do our customers concern themselves with how often we scan their computers. With the complete, gold, or server programs, if you have a problem it is up to us to repair that problem so we do not want to go a long time between scans as that would/could create more work for us. Our goal is that you have worry free computing and if you have to call us with problems that is not good.
We are professionals. We are not just some fly-by-night operation here to make a dollar and gone tomorrow. We have been in business for 22 years. We are fully licensed and insured and a member of the Better Business Bureau and Alabama. If you ever have a question about what we are doing you're welcome to call Rob Saunders the owner of the company and founder at 205 – 222 – 7712 which is his personal cell phone. Our goal is to earn your trust and take care of your computers.
We work on hundreds of computers and have no interest whatsoever in any of your information. we have been working on customers computers for 22 years and have never had a complaint, the last thing in the world we want is a complaint from you. We only go where we need to in your computer. Sometimes a program such as QuickBooks is open and we will close it or Outlook may be open and we may need to close it. Generally if we have to open one of those programs it would be at the customer's request for some sort of service issue such as repairing e-mail, updating QuickBooks, or answering a question about an application. We know that you can see what is on the screen and what we're doing. We do not know if you or somebody else is sitting there watching us. That is your security.
If you do not want us to work on your computer when you are not they are – we will not. Customers are free to watch as we work on their computers and have the ability to disconnect a session at any time if they do not want us in the computer. Our goal is to be as transparent as possible, and we would hope to gain your trust and confidence. If you just don't feel comfortable, we understand and will work around your requirements.
That is entirely up to you. Most of our customers give us unlimited access and we schedule around their availability. In a lot of cases we know their schedules and will do our work when they're not using the computer. We certainly would understand if you want to be there the first few times that we work on your system or if you want to be there every time we work on your system, it is up to you. We make every effort to be as transparent to our customers as possible. As we get to know our customers better and better, we began to understand when they're using their computers and when they're not. In a lot of cases, we will work on our customer's computers, send them a notice that we worked all their computer and let them know what we found – and repaired. If you prefer to watch or be in front of the computer will we do our maintenance, will be glad to schedule that, it just will not be as transparent. Is entirely up to you and we will have this discussion before we do our first CAP-it scan.
First of all there is not a single program that you would uninstall. We are not selling a single, one size fits all solution to your computing needs. We will customize our offering to your specific needs. As for uninstalling, if you are ever not satisfied with our service, after the first year, just let us know and we will log in and remove all our programs including our virus protection, backup program, spyware programs, defrag and remote access program and and any other software we would have installed on your computer.
The CAP-IT Lite program is designed to give you our basic monitoring and backup services. For example in this program, if the antivirus program finds a virus and can remove it easily we will remove it at no charge. If additional work is needed to remove a stubborn virus, you will be notified and that would be an additional charge. This program is designed to maintain your system and to keep it running the way you would like but it is not an all-encompassing program like the CAP-IT Complete is. Please see the brochure and the SLA for details
The CAP-IT Complete program includes everything that the CAP-IT Lite program has plus additional time an additional hard drive space. It also includes support for other issues that the CAP-IT Lite program does not include. For details on this program please refer to the brochure or the SLA.
The CAP-IT gold program includes everything that the CAP-IT complete program has plus a little more time, a little more emergency or support, a little more backup space plus hosted exchange. for details on this program please refer to our brochure and the SLA.
The CAP-IT server program basically includes everything that the CAP-IT complete program includes plus a little. For servers we check the system every month and we have a one-day tolerance for backups. Our response time is a little faster and we keep a little closer eye on things. For details on this program we have a brochure and an SLA that will give you all the specifics.
Absolutely, however we would like to receive payment at the beginning of every quarter if you want to pay by check. The only reason require this for payment in advance is it we are an IT support company and do not want to deal with Accounts Receivable. We would prefer to put the service on your credit card and bill you monthly.
You can cancel at any time after the first year of service. We would like to receive 30 days notice prior to cancellation so that we can schedule appropriately. The reason we want you to stay on board for the first year is because we will spend a considerable amount of time assisting you with your computer and getting it up to speed. There is no charge for the initial installation, so we need to have a chance to make up that costs during the year.
Yes there is. We have a Service Level Agreement that is designed to give you all the details of the program and to let you know what is and what is not included in the program. The SLA will also give you details on what standards of service that you can expect from Saunders Business Solutions. This document is not designed as a legal document but is a guide to help you know what to expect from the service. if you have any questions about the Service Level Agreement, feel free to give us a call or send us an e-mail and will be glad to clarify.
