This type of company earns most of its income by counting on the fact that your equipment will eventually break or somehow malfunction, and you will have to hire them to fix it. In the IT industry, this is called a "break-fix" strategy. Although these companies generally charge (quite heavily) by the hour for their service, they may try to give you the impression of a good deal by offering a discount for blocks of prepaid support time you purchase in advance.
The technicians employed by these companies do not come cheap, and they only show up when you have a specific computer issue for them to fix. Their employers generally have a specific expectation regarding the amount of billable time each employee needs to accumulate. It is fairly standard practice for the technicians to manage their time and create their own billing while on these types of jobs. Unfortunately, this means that it is in the tech specialists' interest to get the job done and move on to the next client, trying to rack up enough billable hours that their bosses stay off their case.
Put simply, this system means that technicians frequently do not have the time to do a good job for each client. They frequently will not resolve related issues or perform any preventative maintenance work to minimize the risk of the issue returning. In addition, they have no particular motivation to show you or your employees how to deal with relatively simple issues (like rebooting a router) to prevent the problem from occurring again. After all, that would prevent another service call and more billable hours – not to mention the fact that going above and beyond the call of duty in this way would reduce the number of total billable visits the technicians can fit into the day. This type of company might do an acceptable job for residential computer issues, but they really will not be sufficient for serious business needs.
You likely will run into some IT companies that either offer to perform regular preventative maintenance when visiting their clients, or that schedule specific preventative maintenance visits on certain dates. The purpose of this system is to allow the company's technicians to pack as many on-site client visits into a single day as possible. These visits generally last for a strict, preset period of time; the technicians will not usually have any flexibility to stay longer, at least not without securing approval to bill you for the extra time. Even worse, if they finish their maintenance tasks before the time is up, they will often simply find some sort of busywork to fill the time or even leave earlier – leaving you to foot the bill for the full period of work. This means the company can count on guaranteed income with no risk to them, and if you actually do have a problem that requires additional help, they can bill you for it.
You will find that at Quikteks, we do things very differently. We do not try to sneak outrageously high hourly rates onto your bill. We will be proactive about giving everyone at your company the support they need, when they need it, without charging you a fortune. The Quikteks model is designed to give you and your entire organization complete peace of mind about your IT. We combine the best aspects of an hourly support system and the best aspects of a preventative maintenance system, provide full use of a live help desk any time you need it and give you access to the entire program for one flat, affordable monthly rate.
We have invested a lot of time and money into building an infrastructure that constantly and automatically monitors your servers and workstations, allowing us to nip any problems in the bud, before they cause you downtime. In addition, our clients have access to regular security patches, virus protection updates and many other useful protective features. And of course, all of this is available to you 24 hours a day, 7 days a week, with unlimited on-site support visits as necessary. Working with Quikteks is a sure-fire strategy to save your company money, time and stress.
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