Q: Who are you?
A: SYAND is your local IT Service Provider and Consultant.
Q: What do you do?
A: We provide IT Managed Services with options to purchase hardware and software. Syand can set up a complete network for your business, help manage projects such as moving to a new location, setting up a computer lab, or opening a new office, and partner with you to handle all your on-going technology needs.
Q: What is “technology assurance”?
A: At SYAND we know that each customer is unique so we tailor our offerings to what the customer wants and needs. We are a company built around service, so whether you want that lone computer or the full IT Department, what you really need is to know that it will be taken care of properly, on budget and on-time. It’s what we refer to as technology assurance.
Q: How do I submit a ticket? How do I submit a service request?
A: To submit a service request you can email firstname.lastname@example.org or submit a ticket via your customer portal by using the button at the top of the page.
Q: Can I check on the status of my request?
A: Yes. You can check on the status of any open request via your customer portal. Access is available by using the Support button at the top of the page. Contact email@example.com for password assistance.
Q: What are service hours?
A: Syand service hours are 8:00 a.m. – 5:00 p.m. Monday through Friday. Talk to your consultant about adding weekend hours to your service agreement.
Q: Do you have weekend hours?
A: OnCall Support is available on weekends from 8:00 a.m. – 5:00 p.m. Saturday and Sunday. Weekend Support is not included in a standard TaaS or Managed Service agreement, and is billable. Talk to your sales consultant about adding weekend hours to your service agreement.
Q: Do you have Holiday support?
A: Holiday Support is available for emergency needs. All Holiday work is billable at a rate of double. Designated holidays are: New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, 1/2 day on New Year’s Eve.
Q: What is the rate for billable work?
A: Any work outside the scope of an original agreement is billable at the rate stated in the agreement. We work with non-profit clients who receive a non-profit rate. OnCall Weekend Support is billable at a rate of time and a half. ON-SITE Weekend and Holiday Support is billable at a rate of double.
Q: I have an urgent request. How do I contact you after hours for an urgent request?
A: To submit an urgent request contact our help desk at firstname.lastname@example.org and note URGENT in your subject line. You may also contact support via phone at 612-728-9100 ext. 1.
Q: When can I expect to see my problem fixed?
A: All tickets or service requests immediately receive a moderate priority. Any standard maintenance will receive either a moderate or low priority, depending on client needs. ALL requests, regardless of priority rating, will be taken care of in a reasonable and timely manner. Our policy is to have resolution within 4 hours. Any requests that cannot be handled in that time frame will be escalated immediately. See our Support page for the full Escalation Process.
Q: How do I make sure updates happen after work hours?
A: For updates to install at night the following needs to happen:
1. PC/laptop must be turned on and not go to sleep/hibernation. Windows 7 or higher can be set up remotely for this, any machine running a lower than Windows 7 OS (Vista or XP) will need to be manually set not to sleep.
2. Users must be logged out.
Contact email@example.com or your sales consultant for help in setting up.