We are driven by our need to provide excellent service and support to our clients. 100% locally owned and operated and dedicated to being there for you when you need us.
Customer Satisfaction from Last 100 Surveys
Average Satisfaction over ALL Tickets over 3 years
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.
This gauge is the current average TIME TO RESOLVE a ticket across ALL our clients. The gauge is measured in hours so .10 of an hour would be 6mins.
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.
Our team of experienced technicians will engage the issue quickly to resolve the issue fast. Not just to give you a ticket number and a small 15 min look, but actually fully engage the problem to resolution without being bounced around from tech to tech.
2. Fast Service.
Your computer network and your time are too important to wait around for computer repair. So we offer prompt remote network IT support services. We can access your computer network remotely through our network support services. If not, a technician will be available to go onsite. Oh, and we also have W.A.D.E. on our team!
3. We speak YOUR language.
Know that we will answer any computer support & maintenance questions you have so you clearly understand. You will not be made to feel uncomfortable by our team of IT support experts with unfamiliar technical jargon.
4. We Guarantee Satisfaction.
Expect total satisfaction with our products, IT Consulting and technology support services. You can trust our IT management services for a successful outcome. If something does go wrong, we won't stop until it's completely solved to your satisfaction. Guaranteed.
5. We Won't Surprise You With Bad News.
Your network or data will not be damaged, that's a promise. We will let you know of any potential risks upon evaluation of your computer problem as part of our computer maintenance services. We will explain to you any potential risks involved and get your okay before we begin the work. Another option is to have your data backed up before we start to fix your machine.
6. All Completed Projects Will Be On Time and On Budget.
Know that by hiring us for IT Consulting, to complete a project or perform network services, there will be no nickel and diming for charges that are unexpected. Sometimes this happens with unethical and incompetent technicians who have improperly planned and researched. Of course, that's just not right. You have our guarantee for each IT consulting project to be completed ON TIME and within BUDGET.
7. Invoices Will Be Accurate.
Your invoice will be accurate and completely spelled out - guaranteed. Since you pre-approve all charges, your IT consulting bill will present no "mystery" charges with our computer IT management services.