Call us when you need us Apple support is simply the ability to use our Apple support services at your discretion with no commitment from either party. This is predominately how we started doing business 25 years ago and at the time it worked well. Since that time, many things have changed and mostly for the better, especially from a machine and operating system/application reliability standpoint. Things have gotten better because there are new ways to manage these systems properly.
A call us when you need us customer generally falls into one of several categories. This customer:
- Wants to do their own IT support.
- Is budget constrained.
- Has run out of all other options.
Since we are a shared resource and have 3 other levels of service, this option has the longest wait time. We’ve left this option in place to give the people who don’t want to make a commitment to us, but value the expertise we have in place to be able to use us when they need to. Our response to this level of Mac support could be same day, 2 days or it could be 2 weeks from the day you call or email us the request regardless of your emergency. If we have someone available we will get them out to you ASAP, but if we don’t have anyone available, you will, unfortunately, have to wait for our next available engineer. Please understand this is not a penalty, but we can’t have an engineer waiting for the phone to ring like a firefighter at the firehouse.
Like with every option and decision there are pros and cons. This option comes with a calculated risk of us being available in your time frame when you have a need or an emergency. We are also very upfront about this option so if you so choose to be “a call us when you need us” customer, you can’t get scheduled support or managed services response times.
This option works best for very small companies, home users, SOHO (Small Office/Home Office or new customers who don’t really know us yet, but feel there is potential to grow into our other service offerings once they feel comfortable getting to know us and the quality of service and support we offer.