In this historic time of so many unknowns, NTi Networks want you to know that you can still rely on us for all your IT needs! We want to make sure we keep you informed on what we are doing to help clients continue to run their businesses as smooth as possible.
Due to the vast scope and seriousness of this situation, we did have to make some temporary changes to our daily protocols and procedures. This will not only help protect the safety of our technicians and community, but also allow us to help all our clients in this dire time of need.
We understand that these changes may be an inconvenience, but we want to ensure we can continue to provide all our customers the same quality of service they have come to rely on. We truly appreciate your patience and understanding. We value every one of you, not just as a client, but as our fellow community member!
Since things are rapidly changing by the minute, these temporary changes will be modified as needed. We will continue to send out updates as things continue to change. If you have any questions or concerns, please do not hesitate to reach out to us.
The Helpdesk
We will continue to be open during our regular business hours (7:30a-5:30p) for helpdesk calls. Nothing will change as far as the service you will receive. We have asked our technicians to work from home and all technicians have everything they should need to work on your requests, as if they were in the office.
The only thing we are asking of all our clients, due to the high volume of requests we are receiving for assistance with Coronavirus related items, is to allow us (1) business days for a reply to standard requests and to only escalate requests in which you are unable to work due to a locked account, bad password, network down, etc. We will do our best to accommodate every request in a timely manner and we expect to be going back to our regular response time within a week or two.
If your request is related to getting Coronavirus related items, including getting setup to work from home (see below in the What Can We Do for You section), the above does not apply and we are prioritizing those requests in order to help all our clients continue their daily operations as much as possible.
Nothing will change with the after-hours process or support.
Onsite Visits
With the recent guidelines published by the CDC about social distancing, we are currently postponing all non-essential travel and onsite work for all our clients until further notice. We understand that this may be an inconvenience, but NTi is committed to doing our part in helping curtail the spread of the Coronavirus and protecting the well-being of our employees and community.
Most of our work can be handled remotely, but if a helpdesk request is determined to need a technician onsite, we will do our best to find alternative options to help complete your request to the best of our abilities.
If an emergency should happen that requires a technician to come onsite, we will determine the plan of action on a case by case basis and do our best to assist, while following the guidelines of the CDC. Emergencies of this magnitude would include the whole company unable to work due to servers being down, hardware failures that affect the entire office, etc.
Hardware Sales & Orders
We will continue to provide sales quotes and place orders. If the order can be shipped directly to your office/home, that will be the preferred method, since we will not be delivering/installing hardware at this time. If the order will need to come to our office first for preconfigurations, etc., we will either ship it to you or, if you can come by our office to pick it up. Pick up will have to be scheduled, as someone will have to be at the office.
Since this pandemic is worldwide, we are starting to see inventory get low and lead times getting long. Many companies have shifted their procedures to prioritize certain shipments and we cannot guarantee that inventory will be available. If you need specific equipment or have a time sensitive order, we highly recommend getting a quote from us as soon as possible and we will do our best to find available stock. All items must be paid for in advance before we can place the order.
Current & Scheduled Projects/Meetings
As we are trying to help all our clients continue operations, we are asking that you allow us to extend timelines on any new projects that are not time sensitive or critical to your company’s operations. We will do our best to complete all projects currently underway within their estimated completion dates. If a project includes going onsite, we will not be able to move forward with the project at this time and will need to postpone it.
If an onsite meeting with us is scheduled to take place in the next few weeks we will be reaching out to you to reschedule it to take place over the phone, if possible.
We know this is a very stressful time with many unknowns, but we are here to help, so please do not hesitate to call us or email us with questions!
Contact the NTi helpdesk at 678-990-5312, opt. 1 or help@nerdtech.net