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Support

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Support

Nerdio is a technology platform enabled with awesome service. Your users have a question about logging onto their desktop? Or how email archiving is set up? All those totally-not-annoying tasks that you could still live without? Whatever it may be, Nerdio MSPs are happy to assist with any IT question, big or small.

We’ll handle the grunt work, so you can focus on the things you enjoy. Like writing scripts to optimize workflows. Researching new tech. Analyzing ways to improve the efficiency and reliability of your local assets. You’ll have time to help drive your company rather than be burdened by maintaining infrastructure.

Service Excellence

No low-level newbies. And no people on the other end of the phone that your users can’t understand. Nerdio MSPs are all experts, all native English speakers, all the time.

Multiplicity Realized

Your personal Nerdio MSP team will be behind the scenes. Basically extending your in-house techies so that you can finally be everywhere at the same time – just like your users usually expect you to be, right?

The Nitty Gritty

Here’s some detail on the support you’ll receive:

  • Nerdio Tier-2 Technical Liaison to help plan and manage the service
  • Proactive system monitoring, notification, and remediation
  • Internet connectivity monitoring
  • Industry-certified support agents
    (who speak American English)
  • Vendor collaboration – even ISPs and hardware vendors
  • Back-end patching, updates, antivirus, and backup
  • 24/7/365 helpdesk support available (phone, chat, and email)
  • 24/7/365 system monitoring and proactive problem remediation
  • Self-service user password reset via SMS

 

Our Scores Don’t Lie

Don’t just take our word for it. Our Net Promoter Score survey results are among the highest in the industry with a score of +75, beating out such powerhouses as Apple (+72) and Amazon (+64). With all of those clients happy, you can be sure you will be, too.

Help Desk Support Plans

Work Life Balance

  • Phone, email, and chat help desk
  • Weekdays, 8am-5pm local US time
  • Severity 1 response/resolution: 2hrs/8hrs
  • One authorized Tier 2 point of contact

Productivity

  • Phone, email, and chat help desk
  • Weekdays & weekends, 7am-7pm local US time
  • Severity 1 response/resolution: 1hr/4hrs
  • Two authorized Tier 2 point of contact

Workaholic

  • Phone, email, and chat help desk
  • 24/7/365
  • Severity 1 response/resolution: 15min/2hrs
  • Five authorized Tier 2 point of contact

Like what you’re hearing?