SERVICE FAQ
Our SERVICE FAQ provides you detailed information on various items related to service calls. If you have questions about the services we provide, what to expect from our IT PROs, or any other questions please look thru this FAQ. If you do not find the questions and answers you seek, please give us a call!
A: Basically, your initial contact will simply be information gathering. The basic process and what to expect when you call SMS for the first time is as follows:
Personal information gathering such as your name, address, and phone number.
System information gathering; we will attempt to gather as much information about your computer system(s) and internet connectivity as possible.
Problem discussion; we will discuss your computer problem in detail.
Options discussion; we will discuss your possible options and it is not uncommon that we can simply resolve the problem over the telephone (free) or with a remote session (paid). If not, we will setup an appointment with you to either service your system on-site or for a bench repair (in-house).
A: That depends on a few factors such as how busy we are at the moment, what the possible problems and resolutions are for your repair, and of course, your availability also. At any rate, your initial appointment will be within 12 hours of contacting us. Our current In-House repair turnaround time is 24 hours, which means if you turn in your system today, you will have it back by this same time tomorrow including Saturdays and Sundays. For up-to-date repair time averages, please visit our
SERVICE TIMES page.
A: Our technicians will do the following:
Disconnect your system and remove it from its installation point.
Visually inspect your system, showing and annotating on your service order any damages or defects.
All components removed will be inventoried and annotated on your service order to include Make, Model, and serial number when available.
You are required to sign off on the service order which agrees to the annotated information and the service agreement.
A: Our technicians will do the following:
Request that you to visually inspect your system.
Provide you with your invoice for the repair which describes the work performed, system make, model, and serial numbers of any components removed from your premises, and warranties.
Setup your computer system in its original location connecting all original components and peripherals that were attached to the system; if the system was reloaded, he may have to download and install drivers for some of your components.
Allow you to test your system and peripherals.
You will be required to sign the original invoice and depending on the payment terms you may have to pay the technician.
A: Simple, give us a call! We will work with you to accommodate your schedule. We operate on a 24/7/365 basis and we can make it happen for you! No problem whatsoever!
A: Labor on bench (In-House) repairs are flat-rates. The labor charge on your invoice will be $60.00 regardless of the amount of time and/or number of parts we have to install. However, please remember, this is the maximum labor charge, but it does not include parts cost or software cost.