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Q: Where are your techs located?

A: Not overseas, that’s for sure. In fact, not even Canada. Most of our techs are in California, and they’re always in the U.S.

Q: Are you 24/7?

A: To solve a 24/7 need, we build dedicated teams. So if you’re at 2500 seats with us or more, yes! We’ll build a 24/7 team for you! Speak with a specialist to work out what that pricing looks like. Alternatively, if you’re on our flagship offering (our published pricing), we are focused on quality over quantity, so we keep our high-quality support team focused on the hours of 8am to 5pm, in your local time zone, in the contiguous U.S.

Q: How many people do you have working for you?

A: We don’t reveal the size of our team, because a.) it’s continually growing and b.) we wouldn’t want you to feel like a number or a “cog in our machine.” Besides your account rep and onboarding team, we only want you to be concerned with the small number of people assigned to your account, who you and your users will come to know on a first name basis.

Q: Do you integrate with my PSA?

A: Currently we integrate directly with ConnectWise, AutoTask, and Kaseya BMS. Halo and SuperOps.ai are on the way!

Q: How do you handle things if we don’t have ConnectWise, AutoTask or Kaseya BMS?

A: We’ll track ticket progress and send final resolution notes for each ticket to your PSA or another email address of your choosing.

Q: Do you integrate with my RMM?

A: No. For security reasons, RMM providers do not provide the kind of API access that would grant us access to the remote tools RMM provides. So there is not really a way to “integrate” with an RMM. Additionally, there are certain things in your RMM that just aren’t appropriate for a Help Desk Technician to have, such as automations, scripting, updates scheduling, and other NOC level functions. We’ll initiate remote control sessions using BeyondTrust (Bomgar).

Q: Come on! Can't you just use my RMM?

A: No. We’ll create unique BeyondTrust (Bomgar) packages for each of your client sites and have you install that unique unattended edition of BeyondTrust on each one of your supported workstations. We require an agent running on supported workstations to keep an accurate count anyway. This will help us keep count of the total number of supported workstations and give the techs fewer panes of glass to work out of.

Q: Come on! Seriously? You can't use my RMM? You'll love it, I promise.

A: Ugh… NO! We might ask for an account into your RMM, but seriously, we’re only going to use it to facilitate specific fixes for end users anyway, like scripts or other quick deployments you might have developed to solve common problems. Really, we’re just going to default to our BeyondTrust rollout for remote control and to push scripts 99% of the time. Using your RMM to do that really slows things down for us. It doesn’t do that to you, because you’re in it all the time. We aren’t.

Q: How do you determine a supported workstation from an unsupported one?

A:We’ll have you install a light-weight agent (Bomgar/BeyondTrust) that takes the pulse of each supported computer system and reports back to us. If the agent isn’t on the workstation it isn’t supported until we put the agent on. Of course, we aren’t heartless if the agent is missing. We’ll still serve the end user and get the agent on the computer on the fly.

Q: How do you handle documentation?

A: We will make good use of your documentation, however complete or incomplete it may be. We contribute to your knowledge base ourselves as well.

Q: Do you integrate directly with our Documentation Tool?

A: If you use IT Glue, we’ll integrate. If you use Hudu we’ll ask for a user license into your documentation. If you use something else, we’ll do our best to accommodate. We try to stay as agnostic about it as possible, but the tighter your documentation is, and the easier it is to find, the quicker we get to resolutions, and the better the overall outcomes are for you and your end users.

Q: How much do you charge?

A: Our updated pricing is forward-facing on our website at https://operatebetterit.com/pricing

Q: Is there a minimum charge?

A: Yes. At minimum, you’ll come in with our unbelievable concierge Intake Services, and move on to tech services from there. Take a look at https://operatebetterit.com/pricing for details.

Q: Do you insist on supporting my entire user base?

A: In short, no. But we will require whole sites at a time. You wouldn’t assign us one user from one site, another from another site, etc.

Q: What is your onboarding process like?

A: It usually takes 30 days to complete the onboarding process. We’ll get all of your integrations done and your partner assets created, as well as personal introductions to your support team completed during that time. You’ll be assigned a Partner Support Specialist to keep the process moving forward, as well as an Onboarding Engineer to help with integrations. Your Specialist will step you through things all along the way.

Q: Do you charge for onboarding?

A: Yes – it’s currently $3,750.00.

Q: Am I locked into a contract?

A: For our concierge Intake Services, you’re signing up for a year at a time. For our Professional services, you have 3 months from signing up to cancel with no further obligation if you want. After that, you’ll finish out a 1 year term. It continues yearly after that, or you can lock in more favorable pricing 1 to 3 years at a time from there.

Q: How does your 3 Month Guarantee work?

A: Zero-friction. You’ll be able cancel for any reason in the first 3 months after signing up, no further obligation.