IT Solutions Now offers 24 hour a day, 365 days a year availability, a guaranteed quick response time to your queries or needs, desktop support and a wide support coverage whether at home, traveling, etc. We have an incident tracking system with client reporting, a contracted escalation policy and we ensure proper training for all new employees. IT Solutions Now prides itself on the comprehensive user support it offers to it clients.

User Support Anytime
Our support department offers all our users unlimited access to telephone and screen-sharing support. We deal with any issues that arise, resolve problems, provide the needed training, answer questions no matter how simple or complicated, and give technical advice from the mundane to the complex.

IT Solutions Now's support personnel can provide "shadow" support at anytime if needed by the client; If access is granted, our support staff will be able to see the user's monitor and share the keyboard and mouse—enabling them to assist while being essentially alongside the user. For even more direct assistance our support personnel can take full remote control of the user's PC. As a precautionary measure, for a support technician to shadow a user's session or be granted control of a user's desktop, they must be given explicit permission by both verbal and visual confirmation (the latter via clicking the appropriate dialog box on their screen).

Though non-critical issues are not handled between 12:00 AM and 7:00 AM EST, support is available to clients 24 hours per day, 365 days per year. In order to properly manage help desk operations, a sophisticated support tracking system is used. Each support request becomes a tracked case as it is submitted. The user who made the request is recorded, as well as the time of request, the nature of the request, what priority the request was, what the resolution was, and any other relevant information that may need to be tracked. No detail of a user request will be omitted to ensure not only concise records, but that all user requests are processed and dealt with expediently.

Multi-pronged Training
IT Solutions Now's commitment to support goes beyond any support or training we deliver directly to the client on a day to day basis. Our support department is also responsible for training each and every new IT Solutions Now employee, whether employed due to expansion or turnover, in the proper use of IT Solutions Now Virtual Desktop and all of our services. A personal orientation session for every new hire is a mandate, and is almost identical to the training that all users receive upon the initial migration process. We ensure proper training from every angle to maintain the best quality of service to the client.

Local issues
Since local hardware is only used to access the Internet—via launching a Browser and connecting to IT Solutions Now—most technical issues will not occur on the user's computer. This is simply due to the nature of IT Solutions Now's services; however, local hardware issues will still arise.

Clients may experience network connectivity issues, local/network printing issues, spyware problems, virus issues, failure of local hardware, or any of a number of other problems. Rest assured IT Solutions Now will be there to resolve all of these issues, as well as handle any other reasonably related local technology problem that can prevent or hinder proper access to IT Solutions Now.

Where client hardware failure is diagnosed, the support staff at IT Solutions Now will make the necessary arrangements to resolve the problem as quickly as possible, whether that means ordering a replacement part, reporting the problem to a hardware vendor or contacting a warranty vendor to supply repairs or replacements. IT Solutions Now will ensure that clients are not left out in the cold as far as their local hardware is concerned.

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