GETTING THE MOST OUT OF YOUR TECHNOLOGY
Your Essential Guide to Getting Amazing Service & Support for your IT Infrastructure
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A QUICK NOTE FROM ALL BUSINESS TECHNOLOGIES
Well hello there!
My team and I are super excited to be working with you. 😀
As you’ll come to learn, here at All Business Technologies we LOVE Technology!
(yup, we’re geeks).
And, we LOVE helping people!
(watch for the smile on our face when we help you solve a technical challenge).
So, our mission is simple…
To help you and your team be highly profitable, wildly innovative & stupidly efficient by implementing and learning how to use the latest and greatest Technology to help power your business!
You might think it’s weird, but we honestly wake up every day excited to help businesses like yours better use all the amazing Technology that exists out there!
As part of that, this short guide will arm you with all the information you need to get the most out of working with us.
I encourage you to take 5-10 minutes to read through it now so that when you do need our help – you’ll know how to best get it!
We’re looking forward to working with you!
Thank you,
Dave McNaught
HOW CAN I GET FAST SUPPORT?
The first question you might have when working with us is.. How do I Get Fast Support, so here’s our recommended ways. 🤓
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CLICKING THE ABT ICONThis is the easiest and fastest way to get Help.Simply click on our logo next to your Clock (it looks like this:  ) and a window will pop-up, guiding you easily through the process!
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BY SENDING US AN EMAILIf you’d prefer email, send to support@allbusinesstechnologies.comThis will automatically pop-up in our system and we’ll work on to it as soon as possible. You’ll get an automated reply confirming we’ve got it! |
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BY CALLING USYou can call us on 877-526-1000 x2 whenever you need help.If you need help URGENTLY, make sure you call us rather than use any of the other methods. |
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BY CHATTING WITH USOur support team are also available via chat if you prefer.Simply click on the CHAT icon in the ABT App (it looks like this: ) and you’ll be able to start a CHAT request with one of our team!
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BY CLIENT SUPPORT PAGEhttps://www.allbusinesstechnologies.com/client-support/Here you will be able to request support by e-mail or utilize our Start a New Service Ticket wizard. This page will also allow you to look up your existing ticket as well as download our remote support tool. |
IMPORTANT NOTE
If you send emails to our Direct Email Addresses or call us on our Cell Phones, this will very likely slow our response times down because we’ve built our processes to be quickest & most reliable when you use the methods above.
HOW FAST WILL YOU RESPOND?
We are a Shared Services business model it means you’re sharing our whole team with the rest of our clients.
While this is good as you don’t have to invest huge amounts of money & time to build out and manage your own internal IT team, it means that we can’t offer immediate support for you for 100% of the time (we wish we could, but we’d need to charge 10x the price 🤓). However, we know that one of the easiest ways to make you happy is to provide FAST and RELIABLE support when you need it most.
So to keep things fair, we categorize all issues into Priorities and work them in order. This means that when you have a Critical issue – we can work on it SUPER quick (by taking a little longer to work on your lower priority tasks).
Here’s the times we aim for in each Priority, along with some simple examples:
| PRIORITY | EXAMPLES | GUARANTEED RESPONSE | TARGETED RESPONSE |
|---|---|---|---|
| Critical |
Entire Company Offline (Call Us!) Main Application Offline (Call Us!) |
2 Hours | 15 Minutes |
| High |
Department Offline (Call us!) CEO's Computer Offline (Call Us!) |
4 Hours | 1 Hour |
| Medium |
User PC Offline One Printer Not Working |
8 Hours | 4 Hours |
| Low |
Printing is slower than normal A single user is unable to scan documents |
16 Hours | 8 Hours |
HOW DO I ESCALATE SOMETHING?
While we strive to exceed your expectations all the time, we’re not arrogant enough to think that it’s possible to be 100% perfect 100% of the time.
We are humans after all 
So, if you ever have a situation where you feel we’re not handling your request as well as we could be, you can Escalate that issue…
Right up to the “big boss” if you’d like! Here’s the order of escalation contacts and their direct contact details:
| ESCALATION CONTACTS | ||
|---|---|---|
| 1. DAVID MCNAUGHT |
Phone: 781-252-9667 Email: dmcnaught@abt.co |
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As you’ll come to notice (& love), our team is extremely professional, highly efficient and very capable, so hopefully you’ll never need to use this process.
However, you now know that if the rare occasion pop-ups where do miss your expectations, there’s an easy way for you to let us know so we can fix it ASAP!
If we ever do make a mistake, you can count on us to 100% own up to it.
WHAT CAN WE HELP WITH?
We’re not just Computer People 🤓
We can also help you out with most Technology things related to your business.
Here’s a list of some of the services we can help with:
- Office 365 / Microsoft 365
- Microsoft Azure & Cloud Hosting
- Hardware & Software Procurement
- Software Licensing
- Internet & VPN Connections
- VoIP Hosted Phone Systems
- Vulnerability Testing
- Website Design
- Website Hosting
- Website Security
- Digital Marketing
- Video Surveillance
- Cybersecurity
- IT Budgeting
- IT Consulting
- IT Strategic Planning
- Disaster Recovery Planning
- Business Continuity Planning
- DNS / Domain Name Hosting
- Domain Name Renewals
- Project Planning
- Data Cabling
Plus, we have a network of Trusted Partners for services like Accounting, Financial Planning, Legal Services and much more, so if you’re looking for something not on this list – get in touch with us via your Account Manager to find out whether we can help you or point you in the right direction!
BUSINESS IMPROVEMENT PROJECTS?
One of our areas of genius is working out how businesses like yours can better use Technology to solve Business Problems.
So, whenever you have a challenge in your business that you’re struggling to find an answer for – simply pick up the phone and give your Account Manager a call.
There’s a VERY good chance we’ll be able to help you find a creative way to solve your challenge, often using a mixture of Business Consulting and Technology.
A perfect example of where we can usually find efficiencies and automated ways to do things is wherever you use Microsoft Excel. We can often find ways to automate this stuff and help you build out business dashboards to better manage your numbers.
We honestly LOVE solving challenges like this so we can help you be more Profitable, more Innovative and more Efficient by using Technology 😀
OUR RECOMMENDED TECHNOLOGY PLATFORM
There’s a bazillion different types of Technology out there in the world.
Which makes it impossible for anyone to keep up with it all.
So, to make sure we can deliver world-class, fast, amazing service – we constantly work towards helping all of our clients use the Technology we know and love the best (we call this our Recommended Technology Platform or RTP for short).
We aim for all of our clients to use as much of our RTP as possible and we make sure we maintain deep knowledge and training on everything in our RTP so we can keep your IT Infrastructure nicely integrated, fast to support and world-class!
Plus, we use everything on the RTP in our own business!
THE RECOMMENDED LIST
- Microsoft 365
- Microsoft Azure
- Microsoft Servers
- Microsoft Hyper-V
- Dell Servers & Storage
- Dell Desktops & Laptops
- HP Switches
- HP Printers
- Ruckus WAP’s
- Fortinet Routers & Firewalls
- Microsoft Office 2016 and Above
- Microsoft Windows 10 and Above
- GoTo VoIP Phone Systems
- Yealink IP Phones
- ESET
- Foxit PDF
- Adobe Acrobat
If you want to see the 100% latest up to date version of our Recommended Technology Platform, simply head to: https://www.allbusinesstechnologies.com/rtp/
THIRD PARTY VENDORS
While we work hard to stay trained and up to date in all of the above Technology, we know that from time to time, you’ll need help with something that’s not on the list.
When this happens, just bear in mind that it may take us some extra time to familiarize ourselves with supporting that product.
But take comfort that we are still world class at troubleshooting other products, so we’ll be able to work it out!
Also, please keep in mind that while we may be able to purchase items from other vendors that we don’t list above, any support may end up being Out of Scope for your Fixed Fee Support Agreement and incur some extra costs.
We’ll always let you know beforehand though 😀
YOUR ACCOUNT MANAGER
There’s a bazillion different types of Technology out there in the world.
Which makes it impossible for anyone to keep up with it all.
So, to make sure we can deliver world-class, fast, amazing service – we constantly work towards helping all of our clients use the Technology we know and love the best (we call this our Recommended Technology Platform or RTP for short).
We aim for all of our clients to use as much of our RTP as possible and we make sure we maintain deep knowledge and training on everything in our RTP so we can keep your IT Infrastructure nicely integrated, fast to support and world-class!
Plus, we use everything on the RTP in our own business!
There’s no need to get in touch with your Account Manager for Helpdesk Support or Service Requests as they’ll simply tell you to get in touch with the Helpdesk team directly for the fastest help and quickest response!
YOUR PRIMARY IT CONTACTS
As part of your Onboarding, we asked you to appoint a Primary IT Contact from your side (or sometimes a few).
Your Primary IT Contact/s are the ones authorized to make changes to your Account and are who we send important information to.
If you’re not the Primary IT Contact in your business, then it’s best to speak to them whenever you have a request that includes adding / editing or deleting users or data as they’ll need to authorize it first.
We have this security in place for your protection as we wouldn’t want to give a new user to your confidential data one day that didn’t have authority to have access.
YOUR ACCOUNT CONTACTS
If you ever need any help with any Accounting Issues (such as needing copies of Invoices etc), simply shoot an email to billing@abt.co and our friendly Accounts team will help you out.
You can also call the office at 877-526-1000 – it is staffed Mon – Fri from 9am – 5pm.
HOW DO I ORDER HARDWARE OR SOFTWARE?
Whenever you need any new equipment or software, we’ve got you covered 😀
We have a dedicated Procurement and Ordering system designed to take the hassle and pain out of the process whenever you need to order anything.
SMALLER ORDERS
If it’s for a small order such as a few new computers or laptops – simply give us a call on 877-526-1000 or shoot us an email to sales@abt.co and we’ll send you back a Quote.
We aim to get all quotes back to you within 4 business hours ⏰
LARGER ORDERS
If your order is large or it’s for a project (like a migration or an office move), then it’s best to speak to your Account Manager so they can make sure to align everything up properly for you.
They’ll work to get you a Proposal to cover everything you need!
APPROVING AND PAYING
Unless it’s a complex project, we’ll typically send you your quotes & proposals using our web-based quote delivery system.
You’ll simply need to click on the link in the email and you’ll be able to view the quote or proposal. Once approved we can process your payment immediately via Credit Card or ACH.
Once the payment has been successfully processed, we jump on to getting the products ordered ready for you ASAP!
WHAT ABOUT OUT OF STOCK ITEMS
If something is in stock, we’ll normally be able to get it delivered to you within 1-2 business days after successful payment.
If we need to order it we will generally have it within a few business days, our Procurement Team will keep you up to date with estimates on when it’s due to arrive.
If our distributors tell us that it’s going to be out of stock for a while, we’ll work with you to find some alternatives (especially if it’s something you need quickly).
CREDIT ACCOUNTS
Currently, we don’t offer Credit Terms or Credit Accounts because quite frankly, we’re not very good at being a bank. We’re far better off at helping you with Technology and we choose to focus on that instead.
If you are looking for credit, we’re more than happy to work alongside your financial supplier to help you obtain credit on a project.
If you don’t have a financial broker, we put you in touch with one that a number of our clients use. Just give your Account Manager a call 🤓
SOME MORE IMPORTANT BITS
Here’s a few more important bits of information to help you better understand and navigate the crazy Technology world and some of the terminology we may use when we’re talking to you!
SECURITY VS USABILITY
In the Technology world, there’s an ongoing battle between Security vs Usability.
Every day, there are millions of hackers around the world, trying to break into networks like yours. There’s literally high-rise buildings full of these hackers in countries like Russia.
And, the best way to defend against them is to NOT use Technology at all.
But that wouldn’t be fun, right? 😵
The problem with Technology though is that typically, the more Secure your systems, the harder they become to use!
On a graph, it looks a little like this:
So, please know that we do our very best to make your business as secure as we can with the lowest possible cost possible. And, at the same time we also try to make things as easy to use as possible, while keeping security as high as we can.
You might notice this in things like our strong recommendation that every single user uses 2-Factor Authentication.
We know it can be painful to use because we protect 100% of our systems with it.
However, turning it on, can help block LOTS of the most common hacking attempts that are happening on your network to help keep your data safe.
We err on the side of high security, but we also aim to for easy usability 🤓
IN-SCOPE VS OUT-OF-SCOPE
If you’ve ever been to an All-You-Can-Eat Buffet, you’ll know that you’re able to eat as much of anything that’s out on the buffet’s as possible.
However, if you’d like something that’s NOT on the menu – then you have to pay for it separately.
Our Fixed Fee IT Agreements and Fixed Fee Projects work in the exact same way.
That means, that you can have as MUCH as you like of anything that we cover in our Inclusion List for your Agreement or in the Scope of Works of a Project.
(just like you can eat as much food on the buffet)
And, when you need something that’s not on the list, we will simply quote you a separate Fixed Fee Quote so you can work out whether you want to go ahead with it or not.
We call this whole conversation IN-SCOPE and OUT-OF-SCOPE.
And, while we have worked hard to build an offering where pretty much everything you will need in the day-to-day operation of your business will be included IN-SCOPE you might find from time to time that there will be things that are OUT-OF-SCOPE.
If you’re unsure if something’s included or excluded, either check your Inclusion List on your Agreement or simply give us a call!
If we were to include absolutely everything IN-SCOPE we’d end up going out of business, just like a buffet restaurant would if they included everything possible.
