Contacting Us - Wireguided LLC

Over the past few months we have noticed some critical problems with our current support management software. Some responses were not getting to our clients, submitted issues would not reach us for hours, and the system would randomly crash without generating an alert. As you can imagine this was major issue. So, what we decided to do was throw out our current system and start searching for a better solution. We think we finally found one that is great and will allow for a better support experience.

Please hang in there if there are any bugs we need to squash as we roll it out. Thank you for your patience and we thank you for partnering with Wireguided.

Connect with us in more ways

You can now reach us via social media and directly from our web site (in addition to email and phone). We now offer support via Twitter and Facebook and live chat via our web page. CLICK HERE for the full details.

Connect with us faster

Our previous support system had problems where some messages sent to us would be delayed by random amounts of time and our ticket updates would never reach you (or be recorded in the system). That of course was unacceptable and had to be fixed ASAP. The new system should instantly send you a response to let you know we received your request. Ticket updates from you and to you should also take under a minute.

Improved Request Management

Communication is key. Especially when time critical issues are involved. Our new system can now view embedded images so when you send screen captures we can view them instantly. To help avoid confusion on the status of a request we have created a one of a kind visual status indicator which will be included in each response to you.

Your ticket has been received by us but has not been assigned to anyone yet.

Your ticket has been assigned and is being worked on.

We are waiting on you or a 3rd party (e.g. Vendor) for information.

Your ticket has been closed / resolved.

Moving Forward

We know when our clients have a problem they expect a fast and clear response. We believe that these upgrades will improve our service to ensure that all issues are resolved on time, every time. If you have any questions or other concerns please contact us and let us know how we can meet your needs. Thank you.כיסוילרכבארבעעונות

With a huge blizzard descending upon the Northeast here are a few tips to prepare your business’s information technology infrastructure.

Turn off your computers (even better, unplug them)

During storms the loss of power is very common. When the power is eventually restored a power surge can occur damaging electronics. Make sure your employees turn off their desktops and unplug them from the wall if possible. Double check that your network gear is protected by a UPS or power strip. While you are at it, run a battery test on your UPS devices (there should be a button on them for this).

Check and protect your backups

Make sure your last few backups were successful. If you use media for your backup solution (e.g., tapes or other removable media) make sure they are in a safe place just in case disaster strikes (e.g., flooding or other physical disaster). If you have a fireproof safe that should do it. If you use a cloud provider make sure the last backup report was successful. Just a note, you really should be incorporating a cloud solution in your disaster recovery planning. Pricing are reasonable and not having to worry about getting your company up and running after a major event is worth every penny. Wireguided offers a business level cloud backup solution which will allow you to sleep well at night.

Have an updated contact list for your critical employees

Make sure you have an up-to-date list of employee home and mobile numbers if their expertise would be needed in the event of a disaster. Mobile numbers are important because even in the event of power failure (aka no Internet) you can reach the people you need to.

Remote Access

With large storms it is hard to predict when business will resume. Each day your office is closed is productivity (and money) lost. Make sure you have a remote access solution for your business to allow at least some level of work to continue even if all your employees are stuck at home, or on a beach in a much warmer climate.

If you need any assistance Wireguided is always here to help. Our emergency contact number is 781-679-0660, ext 1.

Good luck and stay safe.

-Tim

Providing IT Happiness Since 2001

Category: Contacting Us

Support Improvements