Frequently Asked Questions
How are your services priced?
Exceptional Advantage offers monthly managed services plans based on the current number of servers and end user systems deployed in your business.
What are the differences between the Exceptional Advantage Plans?
Exceptional Advantage is designed to be all inclusive and provide round the clock support for your critical systems. We realize your business has unique needs, therefore we offer 3 levels of support within Exceptional Advantage; Professional, Professional+, and Enterprise. For plan specifics please refer to our What’s included page.
Which services are covered 24/7?
All server and network monitoring, management, administration, and issue resolution is covered. That means all your critical systems are actively supported 24 hours a day 365 days a year.
Which services are covered 8/5?
End user IT support helpdesk is included between the hours of 8:30am to 5:30pm Monday through Friday. Typically, end users work during normal business hours. The helpdesk is staffed to provide optimal coverage during that time.
What are the normal business hours for helpdesk support?
Monday through Friday 8:30am to 5:30pm Eastern Time
Can end users get support after hours?
Yes, help is available 24 hours a day. End users call the same helpdesk number that is used during normal business hours. They have the option of leaving a voicemail to be returned the next business day or to escalate the issue and be patched through to the on-call support team. However, after hours support for end user issues will be billed at an hourly rate.
If there is an after hours issue, how do I know if it is an infrastructure or end user issue?
Server and network infrastructure are monitored 24 hours a day. In most cases, we are aware of issues related to critical systems and immediately begin steps to resolve the problem, often before you even know they exist. Typically, server and network issues affect the entire company. End user issues usually affect a single employee. Checking with a colleague will often help to determine the type of issue.
What are the advantages of Exceptional Advantage over hourly or as needed service?
Exceptional Advantage is very different than the traditional break/fix model. The break/fix model is extremely costly and results in significant downtime when problems occur. Exceptional Advantage will address issues before they affect your business and provide consistent monthly cost so you stay on budget.
How do my employees get support?
Support is available by phone and email. When you become an Exceptional Advantage customer, you are assigned a custom email address for requesting service from our helpdesk. You are also provided with access to our helpdesk hot line. To ensure the fastest response, critical issues should always be reported by phone. We recommend submitting non-critical issues via email.
Who answers my helpdesk calls?
Your calls are answered by network engineers in our Cary, NC office. We have a dedicated helpdesk team ready and waiting to assist you.
My employees are spread across multiple time zones, can I get a plan with unlimited 24/7 end user support?
Absolutely, Exceptional IT can provide 24/7 helpdesk support for end users as an add-on service.
What types of services are outside of the scope of Exceptional Advantage?
Exceptional Advantage is a support and maintenance plan for your current IT infrastructure. Significant changes to that infrastructure are treated as projects outside the scope of Exceptional Advantage. Adding computers or minor changes to your infrastructure are done on a very affordable fixed fee basis as stated in your service agreement.
Is smart phone support included in Exceptional Advantage?
Yes, smart phone support is included in Exceptional Advantage. However, a nominal fee is charged for initial device setup and data transfer.
Is onsite support included with Exceptional Advantage?
Yes. However, we have found that 95% of all issues can be resolved remotely. This is one of the benefits of Exceptional Advantage. By using the latest remote support technology, we can solve your problems faster and more efficiently. If an issue can’t be resolved remotely we will dispatch a technician to your office.
How do I get started?
Get started by calling Exceptional IT right now at 919.459.1360. IT systems management experts are available to discuss your unique needs. Let us show you how Exceptional Advantage can help advance your business!