You get the best support from Innovative after we've onboarded your network. Through the onboarding process, we learn about your devices, document passwords, and access protocols, and deploy software that allows us to continuously monitor your network health. With this information, we can quickly and effectively identify and remediate issues.
The onboarding process begins as soon as you become an Innovative customer by signing a support contract.
But things happen. If you're experiencing an emergency now you don't have time to talk about a support contract and go through onboarding. You need help now.
A 5-hour IT support trial is a pre-paid block of support time. If you have not yet signed a managed services contract, an IT support trial gives you access to Innovative's techs to troubleshoot a pressing IT issue.
You can use a trial to troubleshoot any IT issue. It is most commonly used for network-down or data recovery situations. Although we can't guarantee a resolution to your problem, 5 hours is typically enough time to troubleshoot and attempt to remediate a problem.
If you're not yet an Innovative customer, a 5-hour support trial is the fastest way to get support.
However, it is not an ideal solution for everyone. If you are not considering a managed service contract, a trial is not a cost-effective way of acquiring IT support. If you are considering a managed service contract, it is a great way to see what it's like to work with our team.
The benefit of a trial is access to support with no commitment. You shouldn't feel forced to sign a 12-month support contract while you're in crisis. Yes - we'd love to talk about a longer-term partnership. But not when you're most vulnerable.
A qualified technician addresses your issue.
The fee is credited on your first invoice if you sign a support contract within 30 days.
Trial support is not guaranteed. We can usually accommodate same-day emergency support requests, but our #1 priority is maintaining the capacity to serve contracted customers. Plus, we're going in blind to your IT environment. So, we can't promise a fix.
Same-day support is not always available - but we do try our best to fit you in.
There is no guarantee of a resolution to your issue.
We do our best to address emergencies immediately. However, customers with an active service contract and SLA are our highest priority. Call the help desk at 301.739.7445 to find out when the next qualified tech is available to assist you. Your tech will be scheduled as soon as your payment is processed.
What if you spend 5 hours working on my problem and it is not resolved?
We can't guarantee issue resolution on networks we aren't currently managing. We do our best to at least get you operational again, or identify a fix. However, we can't replace equipment or make significant changes to your infrastructure without a support contract.
Can I sign a service contract and get same-day support?
You can, but we don't recommend it unless we've already been discussing a support contract. It's never a good idea to make a long-term commitment while you're in a crisis. Plus, a trial is usually the fastest way to get same day service.
Will you refund my trial if I sign a service contract?
We will credit the full amount paid for your trial if you sign a service contract within 30 days.
Do my trial hours expire?
Your trial hours expire after 90 days.
I purchased a trial block in the past. Can I purchase another one?
No. We do our best work when we establish long-term partnerships with clients. We are not the best fit for you if you've used a 5-hour trial in the past and decided not to move forward with a managed service contract.
What if my issue is resolved in fewer than 5 hours?
Your trial hours are available to you for 90 days. If your initial issue is resolved in fewer than 5 hours, you may request additional support at any time during those 90 days. Unused hours expire and are unavailable for use 90 days after purchase.
Note: We schedule techs to assist you as soon as possible. However, we cannot guarantee response or resolution times without a signed service contract.
Why do I need to sign a Master Service Agreement (MSA)?
The MSA manages risk. By signing the MSA you are not committed to working with Innovative beyond your trial. However, your computers and network equipment contain sensitive information about your business and your customers. The MSA limits liabilities and outlines responsibilities for our relationship - even if it's limited to only 5 hours. For you and your customers' protection, you should never grant anyone access to your IT systems without a signed agreement or employment relationship.
Complete the information below. Your MSA will be sent to the email provided within 30 minutes M-F 8 a.m. to 4 p.m. While we do our best to accommodate requests ASAP, forms submitted after 4 p.m. may not be answered until the next business day.