Q: What are SeekZen System's normal support hours?
Q: What are your response times for clients on Managed IT service plans or Pre-paid plans?
Q: What are your recommendations for selecting the proper plan for my business?
Q: What do these plans entail?
Q: Is my business a good candidate for a Managed IT service plan?
Q: Are there limits to the number of users / machines you can support?
Q: Thanks for your Technology Assessment. Are you recommending these solutions because you resell these items?
Q: Our company hasn't finished using up our hours. What now?
Q: What are my options once I have used up all my plan's hours for the year before the year is up?
Q: Do you work with non-profit organizations?
Q: I have an issue at home. Can you help?

What are SeekZen System's normal support hours?

• Normal business hours are 9AM-6PM (PST), Monday-Friday excluding holidays. Our holiday schedule is always posted .
• Support engineers are always on call to provide emergency support outside of business hours and during holidays.  This includes both remote assistance and onsite assistance (or any time not scheduled in advance).
• Support can also be pre-scheduled to take place after business hours (e.g. - nights, weekends, and holidays) to minimize disruption without any additional fees.

• SeekZen Systems will respond to all IT service requests within 4 business hours, no matter how small or large the issue is.
• Emergency support is also provided 24/7 via our emergency paging system.

• If your business is very small (1-4 users) , please consider our Pre-paid IT services.
• If your business has a dedicated office, multiple employees, and requires onsite support multiple times a year, please consider our NS-series Managed IT services.
• On average, businesses with a server can budget about one hour of support for each user that exists in the company.  For example, if your company has 40 people and a server, you may be a prime candidate for our NS-40 plan. However, every organization is unique, and we can assist with finding the right plan for you.
• For a more customized recommendation, please feel free to contact us for a complimentary technology assessment.

• We provide support on anything technology related.  We provide the same kind of full-service support you would typically receive at a major corporation.  If this includes something we do not handle (ie - traditional telephone systems), we will find a recommended vendor that will work well for your needs.  We will work directly with them until your needs are resolved.
• We perform full-scale IT upgrades as well as day-to-day maintenance.
• We provide behind-the-scenes server and network updates and monitoring.
• We provide helpdesk support for end users and remote users.
• We assist with providing technology recommendations, and work with you throughout the entire purchasing process.
• We can assist with productivity issues and training to get the most out of your technology infrastructure.
• We can assist with website updates and maintenance.

Is my business a good candidate for a Managed IT service plan?

• Your business is a good candidate for a Managed IT service plan if you are interested in having reliable and readily available technical support and wish to have stress-free behind the scenes IT support.

Are there limits to the number of users / machines you can support?

• No. Our plans may support an unlimited number of users, computers, printers, phones, cell phones, etc. Each user and machine is unique and has varying needs. Since we do not bill by the number of users/machines you have in the office, only users/machines with real issues will be billed - since users/machines that do not require support don't use support, they shouldn't be billed.
• Our plans also do not have a limit regarding the number of issues we support.

Thanks for your Technology Assessment. Are you recommending these solutions because you resell these items?

• Absolutely not. SeekZen Systems holds an extremely strict no-resale policy on any products. We firmly believe it is unethical to both recommend and resell (and markup) a product.
• As your technology partner, you depend on us to provide you with unbiased advice. By maintaining this no-resale policy, we are guaranteed to constantly stay current with the latest technologies in the marketplace so that we can provide you with the best solutions without compromising our ideals.
• Although we do not resell products, we are able to provide even better pricing by aligning ourselves with major suppliers in order to provide you with the highest discounts possible. Our combined purchasing power enables us to obtain corporate level pricing for your organization - often resulting in a savings of thousands of dollars.

Our company hasn't finished using up our hours.  What now?

• There is no need to be concerned: Managed IT plan hours roll over month to month throughout the year.  You can use as little or as much as you like each month, and we will keep careful track of your used hours in our ticket tracking system.  Along with our set monthly fees, this enables you to budget your monthly IT spending.
• Outsourced IT plan hours also roll over year to year as long as the same plan or higher is maintained.  If you have extra plan hours left, you may use it the next year or save it for any upcoming large-scale IT projects.

• Upgrade to a higher Managed IT Service plan by closing out your existing plan. (Please see Billing for details.)
• Utilize a Pre-paid plan option until the plan renewal date.
• Stay with the current contract, and any support used in excess of your plan hours will be billed.

Do you work with non-profit organizations?

• Definitely - we are very sensitive and familiar with the unique needs of non-profit organizations.
• Among those needs are costs - we try to give back to the community by providing recurring non-profit discounts.
• We are also able to obtain donation software and hardware for your needs - if donations are not available, we can help you with obtaining non-profit pricing at a huge discount. We've had many non-profit clients come to us after working with another IT service provider who wasted tens of thousands of their valuable monies by not going through the extra steps of obtaining donations.
• Grant proposals are a part of the non-profit world, and we can definitely assist. We can provide technology "wishlists", specifications - we can even help you with writing the grant!

• Absolutely.  We can provide support for your home systems under any of our maintenance plans with the authorization of your company.