Instant Remote help is our most popular service. Simply collect as much details about the problem as possible and contact us at support@monk.ca.
Once we understand the priority of the issue, and the components affected we can then give you a estimated quote. We will then work with you in creating a trouble ticket and getting logged into your system to review the issue.
If the issues is not solved on the first call we will continue to perform more research into what we are seeing. Once the issue is resolved we will send you a follow up email outlining and explaining the issue and why we think the problem occurred. We will also include any recommendations we may have to prevent this issue from happening again.
Priority 1: 90% of your business is affected > We will contact you hourly until the issues is resolved
Priority 2: 50% of your business is affected > We will contact you twice a day until the issue is resolve
Priority 3: 10% of your business is affected > We will contact you once a week until the issue is resolved
If the problem with the computer is so severe that we cannot connect remotely then it is up to the client to decide for us to come in or close the ticket.
If the problem requires us to be on site, to resolve the issue we will offer the upgrade at a discounted price to upgrade to the On Site package.
If we are unable to fix the issue ourselves, you will not be charged and we will be willing to work with a 3rd party or manufacturer support free of charge.
These are rare but sometimes needed.
The cost is based on what type of product is being supported and the priority of the issue.
- Michael Leger, IT Support
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