logo

Select Sidearea

Populate the sidearea with useful widgets. It’s simple to add images, categories, latest post, social media icon links, tag clouds, and more.
hello@youremail.com
+1234567890

TWIN CITIES IT SUPPORT: 612-279-2400

 

Frequently Asked Questions

Find answers to the questions we’re asked the most about Managed Services and what’s unique about our offering.

What is your contract length?

All of our managed services contracts are month to month.  We ask for a 30-day termination notice. Clients stay with us for years.

Is it hard/time consuming to transition to TechGen?

Typically a transition takes 30 days.  We handle all of the information gathering and coordination with your outgoing IT provider to ensure the transition is smooth.  You’ll be able to focus on your day to day tasks and wont have to worry about driving the transition.

Do you assign a ``lead tech`` that knows my systems best?

We’ll always send the same 1-2 techs onsite to your office.  Your team will also become familiar with the dozen technicians who will support them remotely. No huge out-of-state helpdesk here.

Your assigned Account Manager will drive your long-term planning and strategy sessions and help you focus on the bigger picture.

We intentionally do not assign a “lead tech” – because we thoroughly document your environment during onboarding, and all team members are responsible for adding details on an ongoing basis.  Anyone you work with has access to all of our documentation, so you wont need to re-explain things.

What is your response time?

We prioritize requests based on the type of impact to the user.  Here’s how we do it:

Critical – Users cannot perform any core job functions.  We assign a team member to work on these requests continually during normal business hours until resolution.

High – Performance is severely degraded.   We assign a team member with a 8 business hour resolution goal.

Moderate – Requests, moves/ads/changes, incidents where a work-around is possible.   We prioritize these requests first-in, first-out with a resolution goal of less than 5 business days.

Typically onsite appointments are same-day, or next-day.   Emergency onsite service is available 24×7.

We always have 2 technicians on-call for after-hours remote support who will respond in under 30 minutes. (24/7)

How are you different than all of the other guys?

We’re ISO27001 certified.  That means we’re independently audited annually for the continual improvement of our information security practices.

Our agreements are month to month.  Clients aren’t locked in to multi-year contracts.   Our year over year retention is near 100%.  We have numerous clients who’ve been with us for more than 10 years, with many more longer than 5 years!

Our problem solving capacity.  We know your time is valuable.  Our team members work efficiently and collaboratively to solve problems with the right solution – not bandaids.

How/who do we contact?

Many clients chose to send us an email, but we have other methods too!

  • You can call us and our help you, or get you connected quickly to the right team member for specific requests.   (We don’t outsource our helpdesk – you’re talking to local Minnesotans)
  • You can send us a text message
  • We have a web-based portal where you can submit requests and view the status of open requests.

Do you outsource any parts of your service?

Nope.  Our core service delivery is provided by our full-time, W-2 employees.  We partner with other firms that provide specialized services such as low voltage wiring.

How often will you meet with me to review our account and service?

We meet with clients twice per year, or more if necessary.  At these Strategic Business Review meetings, we discuss your technology inventory, hardware/software lifecycle, and business goals.

On an ongoing basis we request service quality feedback through surveys.

Can you help me with hardware purchases?

We make hardware/software recommendations leveraging our 20+ years of experience in a wide range of industries.

Clients order equipment from us, or can make purchases on their own using their own vendor relationships.

We can configure and install equipment in-person, or pre-configure it and ship it anywhere in the country.  (Whether your order it from us, or buy it on your own)

Want to learn more?

Fill out the form below and we’ll be in touch shortly.  Or if you prefer, start a chat in the lower-right corner of the screen.

  • This field is for validation purposes and should be left unchanged.