FAQ

No. All of our technicians are based in Los Angeles and New York. We do have two full time employees that are located outside the US to handle our international clients.

Yes. We are available to answer the phone during business hours of 9am – 6pm PDT. If you call before or after these hours, you will be prompted to leave a message and one of our on-call technicians will be responding to any critical issues as soon as possible.

We guarantee to respond to your problem within a two-hour window. This is written into your agreement. Onsite response is provided within 4 hours. Emergency calls are handled immediately.

Emergency is defined as a problem that affects a VIP or at least 10% of the users (i.e. internet is down).

Yes. We provide detailed invoices that show what work was done, why it was done, and when so you never have to guess what you’re paying for. Since your time is valuable to us, we also review our invoices for accuracy before they are sent to you.

Yes, we carry both Workers’ Compensation Insurance and Liability Insurance. Feel free to request a copy of our policies.

It is a standard procedure at Simplicit Technologies to allow all of our clients to receive all documentation related to their network at no additional cost. This include network topology, passwords, license hardware inventory and more.

We believe that a client should not be held hostage by its IT provider/employee and suggest that you never allow your IT person to have full control over that information. This information is owned by your company and as such, should be available to you at all time.

Our approach is full-redundancy for any service provided. Thus, all of our clients have at least 4 people working with them, including an account manager, service manager, senior system admin, and at least two technicians who have been in your office at least once.

In addition, we keep a very robust documentation of your network so any technician can be available to assist at a moment’s notice.

Our remote network monitoring system is plugged into your network in order to ensure every component of your network is running in an optimal manner. We prefer to practice the proactive approach and eliminate issues before they start to affect your performance.

Not only do we monitor your backup jobs daily, we also perform a restore job at least once a quarter. It is best practice to ensure your data is not only backed up, but also restorable from the media it resides on. We do not recommend the use of backup tapes and external discs due to the low reliability rates of these types of media. Online backup is always the recommended method.

Yes. our clients get a detailed report that shows an overall health score of their network and the updates to their antivirus, security settings, OS patches and other important network checks (hard drive space, temp files deletion, backups etc).

Yes. All work done in the network is included with the exception of:

  1. Moving to or establishing a new facility
  2. Adding servers
  3. Major software upgrade

This plan is the most popular plan as it saves our clients more money in the long run. Other plans are available as well.

Yes! We believe in tight relationships and personable approach. As part of the onboarding process, we schedule a tour of the office to make the relevant technicians familiar with your network. In addition, any technician that’s associated with your company is going through monthly updates related to changes.

Last, we set up an email distribution list which includes all techs that are assigned to the account (minimum of 4 including management) that are included on every correspondence related to that client. That way we ensure all technicians are on the same page.

With dozens of years of experience, we are fully confident that we could easily adopt ourselves to new technologies or any business application that is unique to you. Regardless, we own any problem you may have with any software/vendor and act as a liaison between you and your vendor to resolve it ASAP and ensure smooth operation of your IT environment.

Part of our onboarding process includes a detailed inventory of all hardware, software, agreements with vendors and digital assets so we can manage these for you. Any issue that affects those is something we believe WE should handle, to ensure it is handled the right way and the root cause is properly assessed in order to avoid it happening again.

We invest a lot of our time and money in finding the right people to be part of our team. To measure this with numbers, out of every 300 resumes, we call about 50, invite 20 for interviews and hire 1. Each technician goes through a week of training in our facility and orientation with the clients that they are supposed to support. They are then added to one of our largest premium clients in order to gain more knowledge and experience with customer service. It normally takes a month before they touch your computer network. We also want to allow our techs to invest time into fixing the issue the first time and the right way, rather than providing a quick fix and jumping into the next client.

We have made a decision to explain our price once rather than endlessly apologize for poor service.

Yes. We are confident in our ability to provide you with the best service and therefore -- unlike other IT vendors -- are offering a money-back-guarantee. If within 60 days of service you are unhappy with our services, we will refund your money.

Although we are confident in our level of support, we don’t think it’s fair for you to commit to a contract before you see our services firsthand. That’s why we offer all prospective clients a FREE comprehensive network assessment so they can get a feel for the quality of our services. By offering this service for free, we’re making it a risk-free way for you to get to know our company, test our services, and gain valuable information about your network.

In addition, we provide a 60-day money-back-guarantee, so if you’re not happy with your results, you’ll get your money back.