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Overarching Customer Promise

Overarching Customer Promise

Onsite Helper (“OSH”) have fully certified and experienced technicians knowledgeable with Google Apps, its related products and your IT system.

Our promise to you is that we can migrate your business into the Cloud without you experiencing any loss of data or downtime.

We also promise that you will learn to leverage Google Apps to run your business more smoothly, get work done more efficiently and increase your bottom line in a way you have not experienced before.

1. We promise to really listen when you contact us

A friendly voice will greet you whenever you call us. First and foremost, we will listen to you before we apply our knowledge to help your business back on track.

What to expect
  • If your issue is not urgent (stopping you from working), we will collect details about your issue and lodge them into a queue. We aim to resolve all jobs within 24 hours.
  • If your are a Managed Services or Google Apps Gold Packaged client, you will receive priority service and have access to 24 hour emergency response. We aim to resolve the issue on first call.
  • Your calls will be answered professionally and promptly by one of our staff members.
  • Wherever possible, a single support team representative will take ownership of your problem until its resolved to your satisfaction. If they are unavailable, ownership of your call will be taken by another qualified representative who can assist you.
  • For a complex issue, we will provide you with a clear timeline of what will happen and when the issue will be resolved.
2. We promise to take good care of you

Whether you use our services a little or you use our services a lot, we promise to take good care of you all the same. We will get to know your business and look after your interests as if they are our own. You will get the best value with the solutions we provide you.

What to expect
  • No matter what time of the day or how you contact us, we will always get back to you promptly.
  • We are straight talkers so we will tell you what we really think in the solutions we provide you. We will tell you the components which are essential to resolve your issues and those which are ideal but optional. All proposals are written in plain language with a transparent pricing structure so you understand all the services and changes.
  • We deal directly with wholesalers for hardware and software which means you will get the best price for these items.
3. We promise not to over-promise

We are a one stop shop for all your IT needs but we do not claim to be experts in all things IT. For aspects of jobs outside our expertise, we liaise the experts in that area for assistance. If we believe we cannot do right by you, we will always recommend you to someone who can and advise accordingly.

What to expect
  • Clear communication about what we can do and where we need assistance from the experts.
  • Where we engage experts, we will provide you with a quote on the costs and ask for your approval before we proceed.
4. We promise to educate you

We understand and know how to work IT and we believe you can too without being overly bogged down in the jargon. We work on the basis of keeping things simple. If we make it easier for you to understand and use your IT system, the less you will need us for the small things.

What to expect
  • We offer an IT systems audit for first time clients so we can assess and simplify the setup and usage of that system. This maximises efficiency, increases ease of usage for staff and lowers operational costs for the business.
  • Free training resources are available on our website regarding F.A.Q’s on the systems you use. These resources are frequently updated to keep you current.
  • We can provide you with structured training for an affordable price if interested.
  • We are highly contactable. You can call, email or submit job requests through our portal.
  • We keep you up to date on new IT features and products that can improve your business.
5. We Promise to keep your trust

Our technicians are professional, approachable, confidential and careful. That is the impression we want to leave our technicians with you.

What to expect
  • We apologise when at times the job may take a little longer than expected. We are taking that extra care to ensure that your IT system is ok.
  • We try our very best to meet appointments. If for whatever reason we will be more than 15 minutes late, we will call you to advise you.
  • We do our best to keep your business operational even if it means working late, after hours or on weekends.
  • Where there is a genuine IT disaster, getting you back up and running is our number one priority.
  • When we do work we always make sure your data is safe and secure. We are discreet with your confidential information including your usernames and passwords
6. We promise you flexibility

We have systems and processes which streamlines our business operations. However, we are flexible when required and a willing attitude to see to a positive resolution to all situations.

What to expect
  • We offer you options to reduce your costs such as the option to drop off a desktop rather than being charged for a pick up.
  • We offer you payment options which will save you time and money such as direct debit and purchase of prepaid hours.
  • We have set business hours that we work but understand that some things just can’t wait. We work around the clock to get you back on your feet.
7. We promise to resolve all issues, as best we can, to your satisfaction

IT systems are complex so mistakes or problems are bound to happen. We want you to notify us as soon as possible when this happens. You can call, email, instant message (Google hangout) or submit a support request on our online booking system. More often than not, the problem is resolved and all parties are happy. This is because we try our very best to resolve the situation to your expectation. If you are on Managed Services or Google Apps Gold Packages, we have a Standard Level Agreement with you.

What to expect
  • Where you have a query on any of our invoices, contact our accounts manager who will assist you. We aim to resolve all queries within 10 working days.
  • In the situation that you are unsatisfied with our standard of work, we would like to hear from you. Your business is important to us and we would like to be given the opportunity to rectify the work to your expectations.
  • Where you have a complaint, we will acknowledge your complaint within 24 hours of receipt and offer you a solution in writing within 5 working days.
  • If we cannot, for whatever reason, offer you a solution within this period,we will let you know.
8. We promise to keep striving to be better

We are always looking for ways to improve. We want to hear your opinions and views about how we perform – good or bad. Your opinion is important to us and it helps us improve what we do for you.

What to expect
  • We will provide you with the opportunity to give us feedback, compliments or comments on our work. You can do this by completing our feedback forms.
9. We promise to be conscious of the environment

We are an IT company servicing businesses. We recognise that we are part of the problem when it comes to the usage of resources such as power, paper and ink contributing to carbon emissions and climate change. We want to part of the solution.

What to expect
  • We will continue to assist businesses reduce their carbon footprint through the solutions we provide to you.
  • We look for the most affordable energy efficient systems to provide to you.
  • We have solutions for paperless offices such as electronic faxes.
  • We have solutions that reduces ink usage in printers and photocopies while saving you money.
  • Where we can we do our work remotely which reduces our need to drive to places and so use fossil fuels.