What if our organization already has some in-house IT support?

We often work in concert with our clients' in-house staff. We can provide either more senior or more junior levels of support depending on the specific client needs. Because of our team encompasses a range of certified skill sets, we are able to provide a complete service solution that's customizable to our clients.

Can Blue Cotton Tech Services be our complete IT provider?

For the small or medium sized organization, this is the ideal solution. Your organization will receive the same benefits large enterprises get with a dedicated IT staff at less than the cost of a single IT employee. We have a broad range of technical expertise and technology partners to help with areas that we don't specialize. This allows us to be the single solution point for our customers.

Will we have a consistent technician?

Yes, each client is assigned a team of a two technicians who will be particularly familiar with their network and their business. There will be a lead technician who is responsible for all of your day-to-day needs. In the event that a special project or an emergency arises, your technician may bring on additional support to address the situation, but he or she will always be backed by the technical knowledge and resources of our entire team.

What if we have an emergency after business hours?

Our normal business hours are 8:30AM – 5:30PM EST, however, in the event of after-hours emergencies, our friendly on-call staff is available for assistance 24 hours a day. We will respond to your needs immediately.

What is your guarantee?

We stand behind our services 100% – meaning that if you are at all unsatisfied, then you don't pay for it. It's that simple. Our mission is to provide excellent customer service. Our support engineers are leaders in their respective fields and each is dedicated to providing courteous and reliable technical support.

How does the monthly retainer work?

For convenience and budgeting efficiency, clients may select a fixed-fee monthly support retainer plan. Our monthly retainer provides clients with layered IT support services that cover routine troubleshooting, critical systems monitoring, remote diagnosis & configuration, scheduled maintenance, and emergency after hours support.

Blue Cotton Tech works with each client to determine the fixed level of combined support hours required for the network environment. Clients receive one fixed invoice for support services each month, as well as, reports during the month detailing the services provided to date. Additional support hours requested above plan are billed at the regular and after business hour rates as required.

The support retainer enables senior management to know their support costs upfront; to receive comprehensive support to keep the network secure and healthy; and to receive feedback to evaluate and plan for future IT initiatives.

Retainer components:

• Priority call center access and telephone support during regular business hours
• Remote troubleshooting services
• Critical systems monitoring services
• Scheduled on-site maintenance services
• Emergency access to support engineers during after business hours
• Reporting detail