Customer Frequently Asked Questions

What does the Basic Support Plan (BSP) provide for my business and staff?*

 Level 1 - Email Support

My Network Expert (MNE) will provide unlimited email support for all registered computer users issues with their computers and applications. MNE does not claim to be “all knowing” for every hardware or software problem encountered, but with decades of experience in the information technology fields, will do it’s best to find solutions. MNE response time should be within 24 hours either to request more details regarding the issue - or hopefully to provide a solution to the question.

 Level 2 – Phone Support

MNE will provide telephone support for pressing issues that can’t wait for a 24 hour email response. MNE does request that non-pressing issues go through level 1 procedures when possible to provide time to provide clear answers in a written form.

 Level 3 – Onsite Support

MNE will visit customer’s premises for issues that will not be able to be resolved either at level 1 or 2, or when requested by customer, or when determined by MNE to be the best method of resolution.

 *All of these levels are included in the Basic Support Plan price!

 Can you tell me more about the monthly “tune up” for my computers?

 Without getting too technical, computers over time will tend to slow down with use. The Internet, Spyware, and Virus’ have added greatly to the burden on the computer in doing the things you want it to do. Many of these problems need to be “cleaned up” on a regular basis, before the computer ends up finally running out of steam. Our monthly visit is to help in this area, as well as see how things are going overall and discuss new ideas to help your business.

 This appears to be a good value for my business, how do I sign up?

 My Network Expert offers a free consultation at your business. Please allow an hour of time with us to inventory your technology infrastructure as it is today, and your plans for the future. Soon after, a proposal from MNE will be mailed, emailed, or faxed to you for approval, modification, or you simply may pass on support at this time. In any case, we appreciate the opportunity to get to know you and your business!

 How is my business billed for My Network Expert support plans?

 My Network Expert offers two customer payment plans. Prepaid billing periods are available on a quarterly or annual basis. They are automatically renewed unless cancelled by either party with thirty days written notice. The annual plan offers a 10% discount to reflect the savings in accounting costs and appreciation of your patronage.