We’re driven by our passion to provide excellent service and support to each and every one of our clients. We’re 100% locally owned and our team is dedicated to giving you a personal experience while bringing reliable and smart service to businesses in the Ottawa area. We believe that our superior skills and knowledge make us a leader in IT consulting. We want you to know that you can reach out to us with an IT issue no matter how large or small.
Customer Satisfaction from Last 100 Surveys
Average Satisfaction over ALL Tickets since Jan 2015
The gauges above and below are all live dynamic gauges pulled directly from our internal systems (they cannot be altered). We are committed to transparency, accuracy, superior and timely service. To ensure we live up to our service commitments to our clients, we post them here live for all to see! Does your IT Company do that? Do you know how quick/slow they are to respond or complete your IT requests?
This gauge is the current average TOTAL TIME from when a ticket is first created by the client (either submitted by phone or email) to when the tech marks the ticket completed across ALL of our clients. The gauge is measured in days so anything less than 1 is less than a day. Example: 0.40 equates to 3.2 hours – from ticket created to ticket completed.
0.25h = 15mins, 0.50h = 30mins, 0.75h = 45mins
This gauge is the current average TIME TO RESOLVE a ticket across ALL our clients (the time from when the tech is engaged and working on the issue to when the ticket is marked completed). The gauge is measured in hours so every .10 is 6 mins.
At NeoLore we believe it’s important that you, the client, know what the average time to resolve a ticket is so that you can manage expectations. Yes, some tickets are harder than others however the average should give a good indication of how we are doing.
Note: If your IT Company’s ‘Response Time for Support’ indicates 4 hours, read the fine print:
“Response is defined as being an acknowledgement of the request and assignment of a resource.”
What this means is that if you call/email in a ticket and they assign a tech to the ticket under 4 hours, they have met their Service Level Objective. This does not necessarily mean that anyone has actually looked at the ticket or even worked on it. It just means that the ticket has been automatically acknowledged and a resource has been assigned to it (this can happen in seconds and you get an automated acknowledgement via email).
What you should be interested in is the Average Length of a Ticket or the Average Resolution Time of a ticket. As a client, you want to know how long the ticket has been around and how quickly did the tech resolve the issues. You may be surprised to find that some IT Companies Average Ticket Lengths are multiple Days and Average Resolution Time well over 4-6 hours. If these are the results you are currently experiencing, maybe it time to see ‘How I.T. Is Supposed To Be.”
Contact NeoLore Networks Inc. Today! 613-594-9199
The NeoLore Difference
7 reasons why we rock.
1. Fast Resolution Time.
Have an IT problem? Bring it to us. We pride ourselves on our fast resolution time. Our experienced team of technicians will quickly assess your IT problem and come up with a plan for a fast solution to minimize any down time – all without bouncing you around from one tech to another!
2. Fast Service.
We know that your time is valuable – you can’t afford to put business on hold while you’re waiting for computer and network repair. Using remote access, and our friend W.A.D.E. to help us diagnose, we provide you with prompt service. If we’re unable to find a solution remotely, one of our techs will be onsite before you know it to ensure your IT problem is solved to your satisfaction.
3. We speak YOUR language.
Have questions about your computer and network support and maintenance? Without any of that technical jargon that can be confusing, we’ll answer your questions so you can clearly understand. Our team of support tech experts is here to break it down for you step by step – we want to be sure that you’re at ease when it comes to anything technical!
4. We Guarantee Satisfaction.
As one of our clients, you can expect complete satisfaction with our products, our consulting, and all of our IT tech services and support. Our goal is to provide you with reliable and trusted service until we’ve reached a successful solution that you’re completely happy with. Guaranteed each and every time!
5. We Won't Surprise You With Bad News.
We take the safety of your data seriously – after all, it’s your data that’s the driving force behind your business. Before we even begin work on your computer or network system, we’ll fully evaluate the problem and let you know of any potential risks so you’re as in the know as we are. Whenever possible we’ll back up your data before we start work, giving you even more peace of mind that you’re in good hands.
6. All Completed Projects Will Be On Time and On Budget.
We guarantee that we’ll complete your project within budget…and on time! We know that you’re counting on us to get the job done without any unexpected costs. You have our personal guarantee that our IT consulting, support, and services budget will be come in just as planned!
7. Invoices Will Be Accurate.
We clearly outline the cost of our IT management services and have you pre-approve all charges before we get started. This means no surprises when you receive your invoice.
September 23, 2022