614-267-4000   |   info@infoguardcorp.com   |   Request a service call.

How We Do Business

Keeping your computers running smoothly and safeguarding your data is the focus of our business. If we do our job correctly you will be able to devote more time to running your business. Therefore, all of our services, support and processes are created to meet these goals. To know what to expect from us we offer these promises, guarantees and process descriptions.

Our Promises to You

• We will not pressure you to buy anything, ever.
• You will never be under an obligation to do business with InfoGuard.
• We will attempt to educate you about computer issues by providing clear, easy-to-understand information so you can make your own, informed decisions.
• When we are engaged with you we will communicate with you often so you know what's happening or what to expect.
• Our prices and costs will be clear. You will always know what you're paying and what you will receive in return.
• We will not sell or give your name or information to any other person or company. See our privacy policy.
• We will be prompt, courteous and respectful of you and your company.

Our Guarantees

1. You Only Pay for the Value Received.
   If you don't think you received the full value of the service rendered, then pay us what you think it was worth.
   
2. 4 Hour Response Time (or it costs us)
   For clients under a service agreement we guarantee a 4 hour response time for all service calls received before 1:00 p.m. Calls received after 1:00 p.m. will be serviced the morning of the next business day. If we fail to meet this guarantee you will receive one free hour of service.
   
3. 30 Day Service Guarantee
   All service is guaranteed for 30 days. If you experience the same problem within 30 days of the original service date we will address and fix the problem again, free of charge.
   
4. 24 x 7 Emergency Service
   For clients under a service agreement you will be able to reach us any time of the day or night. "Computer down" situations will be responded to immediately.
   
5. We Stay on the Job Until it's Finished
   We will keep working past 5 p.m. until your problem is resolved provided you have an employee who can stay with us. Furthermore, we do not have any after hours up charges so you will not pay more per hour for lengthy troubleshooting.
   Who else has the confidence to say that?

InfoGuard Processes that Support You

InfoGuard Troubleshooting Process

View our Troubleshooting and Repair Services.

InfoGuard Processes Deliver Consistent, Predictable and Superior Results

InfoGuard strives to give our customers value by providing superior service at reasonable prices. We understand that we have to perform at a high level, consistently, and our customers have to know what to expect from our service. To make sure every customer service experience is a good one we have instituted a rigorous process for fixing your problems. This is what you will experience throughout this process:

• Your problems will be fixed in the fastest and most efficient method.
• You'll always know what's going on.
• You'll always have the right information to make decisions.
• The repair costs will be fair and accurate because you're part of the process.
• You'll know how to avoid the problem in the future.
• We guarantee your satisfaction.

Computer problems don't always occur at the best times for your business. Wondering if and when your problem is going to be fixed is an unnecessary burden. InfoGuard removes the pain of these stressful situations. We make it easy to do business with us.

The Customer Support Process

This is how we will handle each and every one of your calls when you have a problem:

1. Once you've been identified as requiring technical assistance you will be forwarded to our help desk team.
2. They will gather information to gain a complete understanding of your problem/issue to expedite the service you will receive when we get to your site. We will ask you how this problem is affecting your business. Some problems may even be resolved remotely.
3. When we arrive we will check in with you and describe what we intend to do.
4. We will perform our initial troubleshooting procedures (usually lasting less then 15 minutes) after which we will tell you what we think the problem is, how long we think it may take to fix and an estimate of the cost.
5. You determine whether you wish us to proceed or not. If you tell us to proceed, we will note the time and the 'billing clock' starts at that point. No trip charge will be assessed. If you do not want us to proceed you will be asked to pay a $30 trip charge.
6. Each of our technicians will follow specific, predefined procedures to uncover and fix your problem. During this process we will keep you informed of our progress and will let you know at the earliest point if we think we will exceed our estimate.
7. Once the problem is fixed, the billing clock will stop and the time noted. We will check out with you and provide you with three things:
   • A root cause analysis, the description of the problem, and what we did to fix it.
   • Instructions on how to avoid the problem in the future if applicable.
   • A total cost for the repair. (You will be mailed an invoice.)
8. We will answer any questions you may have about the repair, the process or the cost.
9. We will provide you with a link to a survey to provide your feedback on your experience so that we can continually improve our processes and service.

Copyright © 2006-2010 InfoGuard Corporation   |   919 Old Henderson Road, Columbus, Ohio 43214    |   Phone: 614-267-4000