Delivering Support
How We Deliver Support
Support here is simple on purpose. The monthly plan is for keeping the systems you already have healthy. Projects and on-site repairs are separate, and we say so before the work starts.
Most issues get handled remotely during business hours, same day when we can. If we need to be in the office, you hear that up front. One maintenance visit per quarter is part of the plan - dust, cables, and a walk-through so small problems do not turn into a Monday morning surprise.
What the monthly plan covers (If Applicable)
- Monitoring and care of your servers, workstations, and firewall
- Monthly updates, patching, and health checks
- Watching the backups that are already in place
- Remote help with practice software and everyday computer issues
- Remote help when the office cannot reach the database
- One on-site maintenance visit per quarter
What is billed separately
- On-site break/fix
- Printers, scanners, cameras, sensors, and other extras
- New computers or other equipment - including getting print, scan, and logins working on the new machines
- Operating system upgrades (including moving a PC off an old, unsupported version of Windows)
- Virus cleanup, rebuilds, and full PC setups
- Removing or recycling old equipment
- After-hours emergencies and larger projects (office moves, software changes, server replacements)
Hardware, software licenses, and cloud fees are never rolled into the monthly number. If a request is outside the plan, we tell you before we start.
Hours are Monday–Friday, 8 to 5. Most included remote requests are handled the same business day when we can. Non-emergency on-site work is usually scheduled within 48 hours.
An emergency is the server down, no internet, or no access to records. Emergency or same day / immediate on-site service is available, and it carries an extra fee. Everything else stays in the normal queue - we still move on it, just without the rush charge.
No long contracts. Month to month, 30 days’ notice if either side wants out.
What this looks like
You call or text. If it can be fixed from here, it usually is - same business day when we are in hours. You get a plain update: what we found, what we did, and whether anything is left.
If someone needs to be on site and it is not an emergency, we put it on the calendar, normally within 48 hours. That visit is billed unless it is the quarterly maintenance stop already in the plan.
If the office is truly down - server, internet, or no access to records - we treat it as an emergency. Immediate on-site help is available. That rush work carries a fee, and we say so when you ask us to come now.
New computers, printers, scanners, upgrades, and “make it like the old setup” requests are projects or hourly work. The monthly plan keeps what you already have running. It does not swallow a whole install.
A typical month is quiet on purpose: monitoring, patching, backup checks, and a remote fix when something nags. A typical surprise is a printer, a new PC, or a staff machine that still needs an upgrade. Those get scoped and billed so the monthly number stays honest.
IMPORTANT
Remote access is required for support!
The remote-control tool we install is how we reach the computers we support. It has to stay installed, signed in, and allowed to run on every machine under the agreement. If it is logged out, uninstalled, blocked, or otherwise put out of reach, we cannot connect. We cannot do the remote support or the scheduled maintenance we agreed to.
That is not a small inconvenience. It is the client preventing the work. While that access is missing, we are not obligated to meet response times, remote fixes, or maintenance that depend on it. We can restore the tool and continue. If the office will not allow it back on, remaining remote support under the agreement stops, and anything done on site after that is separate paid work.
A one-time accident is an accident. Tell us and we will put it back. Repeated removal, or a decision to keep us out, is a breach of the support arrangement. We will say so in writing before we treat the agreement as no longer in force for that support.
Computers Sales
How We Deliver Computers and Why
Most offices need the same thing from a computer: It has to work, it has to come back quickly if it fails, and it cannot feel like a stranger when it does. Cost matters. Downtime matters more. “This computer is different” is what people remember.
That is why we will favor the use manufacturer certified refurbished business desktops for typical office seats.
These are not used PCs from a marketplace, and they are not new machines sold as something else. A certified factory program means the computer maker - or a partner the maker authorizes - inspected the unit, wiped it, repaired it with original parts, tested it, and put their warranty on it. You get last-cycle business hardware built for all-day office use, not a cheap consumer box dressed up for a sale flyer.
We choose them for reasons that show up when something breaks, not when the box is opened.
New memory, storage, and complete systems have gotten expensive. Paying new-PC prices for email, documents, browsers, and the software you already run is a poor use of your money. A certified business desktop does that work. The savings are real. We do not pocket them and walk away. We use them to do the part you never see.
We standardize on a small set of models and buy matching spares of what we put on your desks. When a machine fails, the replacement is the same family of hardware: same ports, same image, same setup path. That is how files, profiles, printers, and shortcuts come back where people left them. A random new computer from a different generation turns a swap into a week of “where did my stuff go?” We would rather spend the money on a spare that is already prepared.
We cover these machines for three years. That is our promise, whether or not the manufacturer’s term matches it. We are married to the hardware we install. Imaging, accounts, data moves, printers, and making Tuesday morning feel like Monday afternoon are on us. You should sit down and work. You should not have to care how the sausage is made.
New equipment still has a place - current-platform requirements, a role that needs features only a new machine has, or a client who simply wants new. We will say so and quote it. For a normal office desktop, certified manufacturer hardware plus a matching spare plus a three-year stand-behind is the honest way to keep cost down and the desk the same.
What This Looks Like
It is 8:40 on a Tuesday. Front desk will not start. The person who sits there does not want a lecture on warranties. They want the schedule, the email, and the same desktop they know.
We do not order a different computer and hope the ports line up. We bring the matching spare we bought when we built the office. Same model. Already imaged. Profile and files moved. Printers mapped. The machine that replaces it is supposed to feel like the one that died, not like a project.
That spare exists because certified business desktops cost enough less than new that we can keep one ready and still cover the seat for three years. That is the deal. You get a working desk. We take the risk and the prep. Nothing about that is a discount trick. It is how we keep you cheap, up, and on a computer that is not “different.”
Custom-built Computers and Servers
Certified business desktops are what we use for everyday office seats. When the work needs something that those machines are not, we build it. We have decades of experience assembling PCs and servers from the component level — workstation and server boards, enterprise processors, ECC memory, quality power supplies, and storage chosen for the job instead of a retail bundle. That is how we handle heavier imaging, multi-monitor ops, on-site servers, and one-off systems that have to be quiet, serviceable, and specified instead of guessed. It is an option, not the default. If a factory system fits, we use it. If it does not, we build one you can keep running, with parts we can replace, instead of locking you into a sealed box nobody can service.
Guarantees
What We Stand Behind
We take the work we accept. If we commit to a task, we follow through. We do our best to answer quickly and to be available to the people who have to work that day. That is the personal guarantee. It is not a promise that every problem in an office can be prevented, or that we are on the phone the second it rings.
Computers we recommend
Certified business desktops we specify and install carry a three-year hardware warranty from us. If that machine fails physically during those three years, we repair it or replace it. Parts are covered. Labor to diagnose, swap, image, and put the desk back together is not included in the parts warranty and is billed as service unless your estimate says otherwise.
The replacement is meant to be the same kind of machine, already prepared, so the desk does not feel like a stranger. That is why we keep matching spares.
Computers you bring
If you buy your own hardware or ask us to support a machine we did not recommend, there is no hardware warranty from us. We can still triage and repair as paid work. Parts, outcomes, and how long that box lasts are not guaranteed.
If the visit did not fix it
If you hire us on site for a defined problem and we do not resolve that problem properly, you do not pay for us to come back for the same issue. That does not cover a new problem, a change made after we left, a part that had to be ordered, power or wiring we were not hired to fix, or a situation where the first visit was only diagnosis. Obvious exceptions stay obvious. We will say so before a second trip is billed.
What this is not
This is not a blanket guarantee of your network, your internet, your power, your staff passwords, or software we did not sell. It is not a 24-hour on-call contract unless that is written in a separate agreement. New York law still applies to willful misconduct and to work we actually performed. We do not use this page to walk away from a job we botched.
What that looks like
A certified desktop we installed dies in year two. We bring a matching spare, move the work back onto it, and the parts side of that swap is on the warranty. Time on site is service time unless the estimate already bundled it. If the same office bought a no-name tower from a big-box store and it dies, we can still come out. That visit is billable, and that tower is not under our three-year cover. If we came out to fix the printer mapping and it still prints to the wrong tray because we missed it, the return for that miss is on us.
Data Backups
What We Do, And Who Owns the Data
Your data is yours. We do not own it, we do not claim it, and running a backup does not transfer responsibility for it. You remain the owner of the information on your systems and of the decisions about how it is kept.
What we sell is a backup service: local and remote copies, on a schedule, monitored and maintained as described in your agreement. We take that work seriously. Jobs are set to run. We follow the process we committed to. That is the guarantee we can make - that we are performing the backup service as advertised.
It is not a guarantee that every file will always come back, or that nothing can go wrong around the job. Power, wiring, weather, internet, hardware failure, ransomware, and data that was already damaged on the live system can all sit outside what a scheduled copy can fix. A backup copies what is there. If the live data is already corrupt, the copy can be corrupt too. Completing a job and proving that a full, clean restore will work are not the same thing.
Restore testing and deeper verification are available. They take time and they cost money, so they are a separate service unless your agreement includes them. If you want scheduled proof that a system can actually be brought back - not only that last night’s job finished - say so and we will scope it.
We cannot protect against every threat to data. No provider can. The fair split is this: we run the backups we sold, on the systems in scope, with the care we promised. You own the data, you keep us informed about the environment (including power and wiring problems), and you decide whether you also want verification, not only a scheduled copy. The signed agreement is the document that governs a recovery. This page is so there is no surprise about what “we back you up” does and does not mean.
What that looks like
A server dies after repeated power problems. There were backups. They ran. What they held was a copy of data that was already damaged. Restoring it does not invent the missing months. That is not a skipped job. That is a live system that was unhealthy before the copy ran, in a room the backup software cannot rewire. Proving the backup was usable would have been a verification engagement. Without that in the agreement, what you had was the service as sold: the jobs ran. The data was still yours, and the gaps in the live system were still there.
HIPAA and ePHI
What We Actually Do
If we support a practice that handles patient information, we treat that information with care. That does not make us your HIPAA officer, your privacy officer, or an ePHI compliance expert. We are not.
Your practice is the covered entity. The patient relationship, the charts, the policies, the training, the risk analysis you owe as a provider, and the decision that you are “HIPAA compliant” stay with you. When our work means we can create, receive, maintain, or transmit electronic protected health information on your behalf, we act as a business associate for that work. A Business Associate Agreement is how that relationship is put in writing. The About page is not that agreement.
What we sell is technical help under best practice: systems, access, backups, firewalls, updates, and the safeguards we are hired to put in place. We implement what we know how to implement. We do not certify your whole program. We do not interpret every HIPAA rule for your office. We do not replace legal counsel or a compliance consultant. If you need a full compliance assessment, that is a different professional.
We can only protect what is in scope, on systems we are given to manage, with the access and budget we are given. Staff sharing passwords, machines we were told not to touch, software you chose, and paper charts in a drawer are still yours. A breach or a complaint is handled under the BAA and the law - not under a promise on a website that nobody can be an expert in everything.
What that looks like
We are asked to lock down a server that holds imaging and practice software. We use strong accounts, updates, a firewall, and the backup service you bought. That is best-practice IT on the systems in the job. It is not a stamp that the practice is HIPAA compliant. Your policies, your staff, your vendors, and your signed BAA still do that job. We assist. We do not take the license off your wall.