Customer Guide

Customer Guides

The following are designed to answer frequently asked questions and provide greater communication in key areas of customer interest.

Client Relationships:

E-N Computers supports business grade networks for our clients. Being business grade means that networks utilize equipment that supports robust operations and the demands of business use. Small Office or Home Office grade equipment is not supported due to its inability to perform in the long run. E-N Computers desires the longest and most consistent uptime and continuity for clients’ business operations, and this is only achievable with business grade equipment.

E-N Computers requires our clients to posses and utilize a Microsoft Windows client-server environment and to follow security and administration policies that conform to a client-server system. Also required are a static Internet address from your Internet access provider and a business grade router. This allows for smooth, rapid remote response and a reliable Internet connection for your business.

How to request Service

To request service from E-N Computers, clients have multiple choices to fit their preferences. You are able to request service via phone, web portal, e-Mail, or fax. Of these, e-Mail and fax are the slowest options and may result in a delay of service acquisition. The web portal is a powerful client tool that allows you to monitor your information and tickets in near-real time, submit service tickets, and update other information. If hardware or software is required in addition to service, please allow 2-3 weeks for completion of the request, depending on the requirements. Please consider your timeframe requirements; some items cannot be obtained in very short timeframes, while others are more readily available. Hardware or software purchased through E-N Computers must be installed by our technicians or no warranty of any kind can be extended to cover the item.

Projects:

If you require a large project, defined as any job anticipated to last more than 6 hours, affecting more than one workstation, or involving any central network component (i.e., switches and routers), please notify E-N Computers as far in advance as possible. Lead times on projects often prevent rapid delivery of hardware or software, and windows for installation must be scheduled well in advance since they often consume after hours or weekend labor to prevent downtime to your business. E-N Computers will develop a project work plan and proposal in advance of service. Depending on the size and scope of a project, E-N Computers offers fixed fee services. Projects involving over $2000.00 in components require a down payment before equipment is ordered.

Rate Schedule for On Call Service

E-N Computers assesses fees based on hours of labor, plus the retail price of hardware or software, plus any applicable taxes and shipping charges. E-N Computers applies charges at a rate of $95 per hour of labor. Priority Service is available for clients that require service that conflicts with an already scheduled appointment for another client; this incurs a surcharge of $75 per conflicting service call. Emergency Service is available for clients that require the most rapid responses, defined as service within 8 business hours; this incurs a surcharge of $125 per service call. If Priority or Emergency Service is required, a form is available via e-Mail or fax that must be filled out and returned to the Service Department before service can begin. Service rendered after business hours must be approved in writing by authorized client personnel, and is available at the sole discretion of E-N Computers. Service after normal business hours is charged at a rate of $142.50 per hour.

Service Agreements (Contracts):

E-N Computers is proud to offer Service Agreements to our clients that cover many aspects of service. These agreements are flexible and adaptable to individual client needs. The advantages of Service Agreements include lower predetermined rates for service, specific areas of coverage, budgeted amounts of expenditure, and routine system maintenance services. Please contact our Sales Manager at 885-3129, and we will be pleased to discuss agreement options.

Services Offered:

E-N Computers offers a wide range of technical services for your business. The standard rate of $95 per hour applies to all service, including Research, Project Management, Design, Repair, Maintenance, Installation, and Technical Support. E-N Computers reserves the right to determine the most efficient method for service delivery whether via phone, Internet (Remote) support, or Onsite visits. Some types of service may preclude certain types of delivery, for example, installation of hardware must be delivered by Onsite visits. E-N Computers will attempt to meet client requests for certain types of service delivery to meet client preferences, but requests for a particular type of delivery, especially Onsite, may delay or impede E-N Computers ability to meet client expectations.

Warranty:

E-N Computers warranties its efforts to install, repair, maintain, and support a specific instance for 10 business days after the last date of service of the instance for non-compliant systems. If the client systems are 100% compliant, E-N Computers will warranty its effort on individual instances for 45 days.

Types of Service:

E-N Computers services many types and brands of hardware and software. Microsoft Operating Systems and the hardware that supports them is the core of our service expertise; E-N Computers considers “off the shelf”, home user grade, and retail components to be non-compliant and inferior to more robust and reliable enterprise and business class items. E-N Computers also services network technologies such as routers, switches, cabling, Internet connectivity and VOIP phones. Printers, copiers, faxes, and other common office devices are also serviced. Hardware and software receive warranties from their vendors and not through E-N Computers. E-N Computers can assist with warranty support issues from vendors at our normal rates.

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