Learning & Resource Center
Frequently Asked Questions
Languages our field technicians speak?
Our technicians speack English and Spanish
What is your response time to get a technician onsite?
Our guaranteed response time is 10×5 NBD, meaning we guarantee to respond to incidents 10 hours per business day, with a next business day arrival onsite. But we can meet your SLA as part of our contract.
Can we assign a technician to a specific site that goes there by default?
Yes, however if they are not available, a backup technician in the area will respond, or if the ticket is not urgent you may schedule your primary technicians for his next available time slot.
Can we borrow your technician for a week, or a month or more, to provide end user support or vacation coverage for internal staff?
Yes, we offer staff augmentation as part of our services package. We offer discounted rates for weekly, monthly, and quarterly coverage.
Can your technicians represent our brand, and not wear any other logos or company insignia?
Yes, one of our business is ‘white label’ and we would represent your company to your clients and present a seamless experience to the end users.
Can you provide us recurring site visits by the same technician?
Yes, we provide scheduled support on a weekly, bi-weekly, or monthly basis.
Do you retain any non public information, such as admin or network passwords, or require us to install agents to our end users pc, like a managed service provider?
NO, we are not a ‘managed i.t. provider’ in the traditional sense. We do not take ownership or co-ownership of your environment; we are strictly an extension of your remote helpdesk and do not store any private data.
Can you provide training to your technicians for our unique systems, prior to a project?
Yes we can; we conduct virtual trainings with our project management team, for technicians designated for a specific project. We can also schedule technicians to receive onsite training at your locations, done by your in-house team. This would be an additional cost at an hourly rate.
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sales@infraforceit.com
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714-988-3538