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Your Technology Mentor©

Home Tier1 Support©

 
Let us provide you with our Home Tier1 Support©.  On-Site or Remote, we can help make your computing experience more rewarding and less troublesome.

Home Tier1 Support©

What is Tier1 Support©? In the world of corporate information technology support, there are usually three tiers or support levels.  Tier 1 is the first "line of defense"  All issues begin when the user calls a support line and a trouble report or "ticket" is entered.  The Tier 1 technician then begins the process of solving the issue.   Most issues are solved at the Tier 1 level.  However, if the problem is not solved at Tier 1, then it's referred to Tier 2 and finally to Tier 3.
 
What is Home Tier1 Support©? Pickel Associates LLC provides "Home Tier 1 Support©" for residential users.   What this means is we do an initial diagnosis.  If we determine the problem needs only a Tier 1 remedy, we implement the solution.  If, however, we determine the problem needs to be referred to a software publisher, or hardware manufacturer, we contact the appropriate company's support structure on behalf of the client.  We solve the vast majority of our clients' issues in house.  Some issues need to be referred, and we can quickly determine which category your issues fall into.  Remember that we have a broad range of computer skills that spans over 24 years in PC/IT support.
 
What does all this mean? It means this;  we can head off and solve your issue quickly and for a reasonable fee before you call those high priced companies that try to sell you additional things you don't need.  If, however, we determine further action is necessary, we act as your advocate with the software or hardware company to get the problem solved.  We know how to answer the hardware/software company's technician questions quickly.  We speak the technician's language.  And our knowledge of Windows XP, Vista, and Windows 7 allow us to be one step ahead of the technician.  This relieves your frustration and moves the solution process along to a swift conclusion.  In other words, we're who you want on the phone with the software or hardware company to get their questions answered and get your issue solved.
So why do I need you anyway? Would you know where to find the network settings in your computer?  Would you know how to answer the technician if asked if you have encryption activated on your home network?   Would you be able to give a technician a concise, step by step description of what troubleshooting procedures have been completed so far, and what the results were?  If you can answer these questions, then you don't need us.  However if you have no idea what those questions are all about, then you need us.
    
And what do you charge for Home Tier 1? We normally charge an hourly rate of $ 35.00/hr for all on-site visits.  If we can use remote control, we charge $ 25.00/hr.  A one hour minimum applies to both on-site and remote services.   However, we to review our billing policy on an individual basis and make appropriate adjustments where warranted.  For example, if we determine a referral to a manufacturer or software publisher is needed, we will then charge a minimal fee, taking into consideration that a charge from the hardware/software company may be applied.
 
Do you other services too? Yes, we do.  We can help you buy a new computer, transfer your applications, install printer drivers, and more.  Just call us and we can give you all the details.
 
Ok, so what do I do next? Call us at 888-282-4449 to arrange a visit or get your questions answered.
 

©2010 Pickel Associates LLC

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