23 years
97.9 Customer Satisfaction Score
200k Tickets Closed
83% resolved remotely
97% Resolved within SLA Goal

How long have you waited for an IT technician to show up after you called about an issue? How much time has been wasted waiting on the problem to get fixed? Have you waited up to three days to have something looked at? This isn’t how it has to be – and with Palindrome Consulting, it isn’t.

No one likes waiting.

Whether it’s over the phone technical support or waiting at your office for a technician to show up, the longer it takes the more frustrating it gets.

It’s common, too.

More and more often we hear from potential and new clients that they just want to work with a Fort Lauderdale IT company that will come when they call. In dealing with those that don’t, they keep encountering the same problems – usually, that no one can get their work done until the technician shows up.

But when will that be?

After you’ve placed a call to your IT support, it’s just a matter of time before the problem gets fixed – but do you even know how long you’re expected to wait?

Depending on when you place the call, they may not even show up the same day. And if the problem is serious enough to cause downtime for even a couple of employees, that’s a lot of wasted time and a lot of wasted wages.

There are a few potential reasons for this type of delay:

Outsourced support.

If you’re working with a smaller IT Company, it’s possible that they outsource their support calls to a third party. For support providers that lack the resources to invest in the people and resources needed to make service calls, it’s more economical to pay for a technician from a larger company to come take care of it.

While this is more cost-effective for the IT Company, the downside is that once the service call is passed from department to department and company to company, it’s much harder to make sure the same person is going to be available to address the service ticket.

Lack of strategy.

At its simplest, it’s entirely possible your IT Company isn’t worried about sending support in a timely manner. As far as they’re concerned from their perspective, all services calls are equal, and likely only based on one of a few common problems. As such, any given technician can handle it eventually, right?

Lack Of Accountability

It’s also possible that your technician isn’t showing up on time because they know they don’t have to. Did you double-check about response time guarantees when you hired this company? If not, they’re not directly obligated to show up in any window. They really only have to be there fast enough to ensure you don’t decide to take your business elsewhere.

How Long Should You Expect To Wait For A Technician?

This can vary greatly depending on a number of factors, including:

Where is your IT Company located?

Are they nearby your business, in the same city? Do their technicians operate out of their office, or are they outsourced from another company?

When did you open the service ticket?

It’s one thing to call for a technician at the beginning of a business day. It’s another to expect one to come in on a Saturday evening.

Not that you shouldn’t be entitled to 24/7 support, but it’s important to remember that availability (and rates for support calls) can vary drastically depending on the time of day and the IT Company you’re working with.

What did your IT Company tell you?

To an extent, this puts the onus on you, but it’s the reality of the situation.

When you hired your IT Company, did they make any service guarantees? Did they explain their service windows and rates? Did you make sure to ask these sorts of questions?

All of this is to say that when you evaluate a given IT Company, there’s a lot to consider. Many of these key aspects (service consistency, service level agreements, support call wait times and windows, etc.) need to be determined from the start.

This is why the Palindrome Consulting team is proud to deliver instant acknowledgment of reported issues. We follow that up with a 1-hour guarantee for remote support and a 2-hour guarantee for on-site support in the Miami-Dade and Broward County areas. And that’s backed up by a money-back guarantee – if you’re not satisfied with our speed of response and quality of service in the first 30 days, you’ll get your money back.

No matter what question you have that needs expert IT consulting, or regardless of any support request you make that needs a quick answer, we will immediately respond and arrange support in a timely manner.

Join the many successful businesses that get unparalleled timely support from their IT company – whether they’re looking for IT support when an issue arises or IT consulting when a change is on the horizon.

Schedule your No-Obligation IT Assessment with Palindrome Consulting

Schedule Now

Elizabeth Mitrani
Elizabeth Mitrani
17:23 06 Aug 19
Palindrome Consulting was key in establishing my business and helps me keep it running. They are the consummate... professionals, incredibly knowledgeable and are always available to help. They have gone above and beyond to ensure that I was up and running quickly and that any issues that may arise on my end or dealt with immediately. I highly recommend Palindrome Consulting.read more
Moshe Rubinstein
Moshe Rubinstein
14:57 28 Jun 19
They are there every step of the way. Responsive and timely. The full service mentality mixed with the problem solving... abilities, is what makes them an easy choice.read more
Benjamin Wainberg
Benjamin Wainberg
14:09 28 Jun 19
Palindrome Consulting is customer centric. For Palindrome Data Safety is paramount; they keep their and our systems... updated with the newest technologies and are not shy at changing to better alternatives. Their platforms are always running and in the odd case there is an event, their technical team has an awesome response time.read more
Copier Man
Copier Man
13:56 28 Jun 19
We have been using Palindrome since 2005. They make my company feel like we are #1 all the time. Expert staff are... always available to help all my users all around the country.read more
Martin Feldman
Martin Feldman
16:43 26 Jun 19
As a partner in Fischer & Feldman, P.A. we have utilized Palindrome Consulting as our IT experts for many years. In... addition to keeping our server up and running, they are available to consult on the everchanging cloud and web landscape. We could not function as a successful law firm without their constant care, attention and almost IMMEDIATE RESPONSE TIME.read more
Rebecca Fischer
Rebecca Fischer
16:39 26 Jun 19
Palindrome has been my IT company for more than 15 years. We have been through four server and computer replacements... over the years all of which went smoothly. As technology has changed Palindrome has kept us current in their recommendations and are extremely responsive when we run into a software or hardware problem. We have been through hurricanes with Palindrome and felt confident they would have us up and running as quickly as possible and despite the fact we are probably a smaller client, they have treated us as one of their most important clients. I highly recommend Palindrome and have complete confidence in their capabilities and service. They have even gone the extra mile when we wanted to donate our old computers to a children's special needs school and delivered the computers, set them up and provided service for the same. Ilan Sredni is the consummate professional and has surrounded himself with top professionals and skilled technicians.read more
Nelson T
Nelson T
20:32 25 Jun 19
Palindrome Consulting has proven itself time and time again to be the epitome of professionalism and technical... expertise. They take the time to listen to your needs and then apply their wealth of technical knowledge to create truly innovative and robust solutions. They truly deliver piece of mind.read more
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