Faq's

We❤️our Clients!

Your success is our mission. We’re here to offer seamless, attentive support tailored to your needs, ensuring your IT always runs smoothly and efficiently.
Communication Channels

Explore various channels to get the assistance you need, swiftly and effectively.

SMS

Need quick assistance? Text your queries to our Support team at (800) 483 - 2338 for convenient support.

Email

For detailed queries or to submit a support ticket, reach out to us at support@clearscopetech.com.

Scheduled Calls

Looking for in-depth support or training? Schedule a call with our experts for personalized assistance. Utilizing platforms like Google Meet or Microsoft Teams, we offer real-time screen sharing and dedicated support to resolve your issues and enhance your IT proficiency."

Response Times

Timely support is crucial. Our response times are designed to ensure that you receive the help you need, when you need it.

Managed IT Clients

For Managed IT services, the response times vary based on your specific plan. While our goal is a 30-minute response time, this isn’t guaranteed in the Service Level Agreement (SLA) for all plans. For IT Essentials, expect a response within 24 to 48 hours. Clients on the Enterprise plan may have SLAs ensuring even faster response times

Consulting Clients

Our consulting services aim for a quick turnaround, typically responding within a day. We prioritize flexibility, usually maintaining availability for scheduled calls within the next 48 hours, or two business days, ensuring that you can access our expertise promptly when needed.

Emergencies

Committed to providing critical assistance when you need it most, our emergency support varies based on your service type and specific agreement.

Managed IT Clients

For emergencies, Managed IT clients can contact us at (800) 483 - 2338 We’re available from 9 a.m. to 5 p.m. ET (1 p.m. to 9 p.m. UTC/Zulu Time). Please check your service agreement for details on after-hours and weekend support availability.

Consulting Clients

For consulting clients, emergency support is available at a premium rate of $400 per hour with a two-hour minimum. We can start addressing your emergency as quickly as within an hour if necessary. Immediate after-hours, weekend, or priority support is available, ensuring you get the help you need whenever a crisis arises. Otherwise, support falls within our general availability.

Billing

Divert all customer queries related to payments, subscriptions, cancellations, and more to our billing team.

Managed IT

Our Managed IT billing is uncomplicated and user-focused. Each user, defined as someone who needs to log into a computer or access email, is billed at a consistent rate, ensuring clarity and simplicity. Plans are billed on a per-user basis at the beginning of each month. Please note, an entire organization uses the same plan; mixing different plans among users within the same organization is not possible. For any billing questions or updates, feel free to contact us at billing@clearscopetech.com.

Consulting

Our consulting services are billed at a competitive hourly rate of $200, with a two-hour minimum commitment. Time is billed in 15-minute increments, ensuring that you only pay for the time you need. These hours are valid for 90 days, ensuring focused, timely service. For guaranteed services within specific hours, immediate payment is required upon agreement signature. For billing updates or inquiries, please contact us at billing@clearscopetech.com.

Frequently Asked Questions

How is consulting billed?

Consulting is billed at an hourly rate of $200 per hour with a two-hour minimum. We break our consulting time into 15-minute blocks, so if you have a quick query, you'll only be charged for 15 minutes. What de

What defines a user in Managed IT services?

A user is defined as anyone in your organization who needs to log into a computer or access email. Each user is billed at a consistent rate as part of our clear and simplified billing approach.

Can we mix different Managed IT plans within the same organization?

No, the selected Managed IT plan applies uniformly to all users within an organization. Different plans cannot be mixed among users.

How quickly can I expect a response to my support query?

Response times vary based on the nature of the query and the specific service agreement. Our goal for Managed IT clients is a response within 30 minutes, while consulting clients can typically expect a reply within one business day.

What is the process for emergency support?

In emergencies, Managed IT clients can contact a dedicated phone line for immediate assistance during specified hours. Consulting clients have access to priority support at a premium rate for urgent issues.

How does the scheduled call work?

Scheduled calls can be set up either via Google Meet or Microsoft Teams for screen sharing or support needs. These calls are excellent for detailed support, training, or any in-depth discussions.