What it is like to work with us
Switching IT providers feels risky, so here is what actually happens. Both when something breaks, and when you decide to move.
When something breaks
Call (888) 800-0454. A technician answers, Monday to Friday, 9 to 5 Pacific. This is the fastest way to get something fixed.
Or email support@johnsoncn.com. Better when it is not urgent, when the problem is easier to write down, or when you need to send us a file or a screenshot.
Either way it becomes a tracked job assigned to whoever is right for it, and you get a reply with an estimated time of completion. Sometimes the reply is that it is already done.
If the work is not covered by your monthly package, we tell you what we think it will take before we start.
You get a technician, not a queue
Your organization is assigned a primary technician who learns your network, your software and your people. They are your first contact, so you are not explaining your setup to a stranger every time you call.
When they are out, or when it is an emergency, somebody else picks it up. That works because your systems are written down rather than living in one person’s head.
We work remotely first. It is faster for you and cheaper than paying for someone to drive across town. When a job needs hands on the equipment we come out. There is no minimum charge, though we do bill travel time.
Switching to us
1. We talk. How you are billed: a monthly package priced per device for day-to-day support, and individual projects quoted and approved before they start. You will know what is in and what is out before you sign anything.
2. We take inventory. This is the part most providers skip. We collect and write down what you actually have. Open support requests. The recurring jobs that keep things running. Warranty coverage, network diagrams, licences, printer and ISP agreements, domain names, SSL certificates and when they expire, server and account credentials, and how your backups are arranged. Most of this normally lives in a departing IT person’s memory. After this it lives somewhere you own.
3. We set the baseline. Backups, endpoint protection, DNS filtering and the support agent go on every machine, so we can actually support you.
4. We work the list. The inventory always turns up things nobody knew about. An expired certificate. A server with no backup. An account still active for somebody who left last year. We sort it out with you and work through it, worst first.
You keep the documentation either way, including if you leave.