Included in our contracts is an additional level of service for connected equipment called Supportworks.

Equipment service contracts cover the repair of connected equipment to where the network cord plugs into the wall. Our Supportworks agreement provides print driver and scanner driver support, software and hardware implementation, and telephone/gotoassist and on-site technical support.

What this means for our clients is their connected equipment problem can be corrected faster, sometimes within 15 minutes or less. When a client submits a service call for connected equipment they are asked a series of questions to ascertain whether it is an equipment malfunction or a problem with print drivers or software. If the malfunction seems to be software related the client is transferred to our Supportworks desk to discuss the problem with a trained IS technician. Through gotoassist and/or direct conversation the malfunction at times can be fixed within 15 minutes rather than the possible 3.5 hours for an on-site call.