A QUICK NOTE FROM MORRELLE MCCRARY
WelcometotheRAM-TechFamily.
MyteamandIarereallygladtobeworkingwithyou.
Here’sthedeal:welovetechnologyandsolvingrealbusinessproblems. Right now,thebigchallengesworthtacklingarecybersecurity,compliance,and figuringoutexactlywhereAIcanmakearealdifferenceforyourbusiness.
Ourmissionisstraightforward:helpyoumakeconfidentdecisionsabout technologyandrisksoyoucanfocusonrunningyourbusiness.
. WhenyourITworksthewayit’ssupposedto,you’llsleepbetter. Yournetworkwillbe lockeddown. Yourcompliancerequirementswillbehandled. Andyouwon’thaveto guesswhetherAIcansaveyoutimeandmoney. You’llbeusingit.
We’vebeendoingthissince1999. Weunderstandthespecificcomplianceandsecurity requirementsbusinesseslikeyoursface. Cyberinsuranceaudits. Regulatoryrequirements. All ofit.
We’vegotyoucovered.
Let’sgettowork. MORRELLE MCCRARY
HOW CAN I GET FAST SUPPORT?
Thefirstquestionyoumighthavewhenworkingwithusis,“HowdoIgetfastsupport?” Hereareourrecommendedways:
Theeasiestandfastestwaytogethelpisby: Right-clickingonourlogonexttoyourclock(itlookslike this: ).
Awindowwillpopup,guidingyouquicklythrough theprocess! Scanbelowtoseehoweasyitistoopenaticket.
Ifyou’dprefertoemail: Shootusanemailathelp@ramtechpcs.com. Thiswillautomaticallypopupinoursystem,andwe’ll workonitassoonaspossible. You’llgetanautomatedreplyconfirmingwereceived yourrequest!
Youcancallus24/7/365: On678-999-2172wheneveryouneedhelp. IfyouneedhelpURGENTLY,makesureyoucallus ratherthanuseanyothermethods.Ifit’scritical,callus.
HOW FAST WILL YOU RESPOND?
WeareaSharedServicesbusinessmodel;itmeansyou’resharingourwholeteamwiththerestofourclients
WeknowoneoftheeasiestwaystomakeyouhappyistoprovideFAST&RELIABLEsupportwhenyou needitmost.
So,tokeepthingsfair,wecategorizeallissuesintoPrioritiesandworktheminorder;thismeansthatwhenyouhave aCriticalproblem,wecanworkonitSUPERquick(bytakingalittlelongertoworkonyourlowerprioritytasks).
HerearethetimesweaimforineachPriority,alongwithsomesimpleexamples:
YourMainServerisoffline,andallusersareunabletowork.
OneofyourNetworkSwitcheshasfailedandstoppedhalftheusersfromworking AVPNlinkbetween2xofficesisoffline,causingoneofficetobeunabletowork
YourInternetConnectionisoffline,anduserscanstillworklocallyOK
YourCEO’scomputerhasstoppedworking,andtheyhaveanurgenttask YourmainAccountingSoftwarehasstoppedworkingandisunavailable
Auser’sdesktopismakingastrangenoise
Oneofthemainprintersisnotworking,butuserscanprinttoanotherone
AuserishavingproblemsconnectingtotheWirelessnetwork
Printingisslowerthannormal
Asingleuserisunabletoscandocuments
AuserneedsaprograminstalledontheirComputerorLaptop
Pro-ActiveMaintenanceofsystems,includingSoftwareUpdates NewUserSetupandConfiguration
NewComputerorLaptopInstallationandConfiguration
Plannedduring maintenancewindowsor byappointment.
HOW DO I ESCALATE SOMETHING?
Whilewestrivetoexceedyourexpectationsallthetime,we’renot100%perfect100%ofthetime.
Wearehumans,afterall,soifyoueverhaveasituationwhereyoufeelwe’renot handlingyourrequestaswellaswecouldbe,youcanescalatethatissuerightuptothe“big boss”ifyou’dlike!
Here’stheorderofescalationcontactsandtheirdirectcontactdetails:
1. ACCOUNT SPECIALIST
2. OPERATIONS MANAGER
3. ACCOUNT MANAGER
4. VICE PRESIDENT
5. PRESIDENT/CEO
Liberty Thaxton
Phone: 678-999-2172x1015
Email: liberty@ramtechpcs.com
Micheal Stephens Phone: 678-999-2172x1003
Email: micheal@ramtechpcs.com
Nikki Williams Phone: 678-999-2172x1001
Email: nikki@ramtechpcs.com
Camron Leatherwood Phone: 678-999-2172x1002
Email: camron@ramtechpcs.com
Morrelle McCrary Phone: 678-999-2172x1000
Email: mmccrary@ramtechpcs com
Asyou’llcometoknow(&love),ourteamisextremelyprofessional,highlyefficient,andverycapable,sohopefully, you’llneverneedtousethisprocess.
However,younowknowthatiftherareoccasionpop-upswherewemissyourexpectations,there’saneasywayfor youtoletusknowsowecanfixitASAP!
Ifweevermakeamistake,youcancountonusto100%ownuptoit.
WHAT CAN WE HELP YOU WITH?
We’renotjustComputerPeople. WecanalsohelpyououtwithmostTechnologythingsrelatedtoyourbusiness. Here’salistofsomeoftheserviceswecanhelpwith:
Cybersecurityprotectionandriskmanagement
Backup,disasterrecovery,andbusinesscontinuity
Microsoft365servicesandsupport
Cloud,on premises,andhybridsystems
Internet,privatedata,andconnectivityservices
Businessphoneandcommunicationsystems
Hardware,software,andlicensingmanagement
Vendor,renewal,andassetmanagement
Website,domain,andDNSmanagement
ITstrategy,budgeting,andplanning
Projectplanningandexecution
AI assistedtools,automation,andefficiencyimprovements
WehaveaTrustedPartnersNetworkforserviceslikeAccounting,LegalServices,Marketing,andmuchmore If you’relookingforsomethingnotonthislist–getintouchwithusviayourAccountSpecialisttodetermine whetherwecanhelpyouorpointyouintherightdirection!
BUSINESSIMPROVEMENTPROJECTS
Wedon'tjustfixcomputers Wesolvebusinessproblemsusingtechnology
When to call us:Anytime you have a workflow challenge, process bottleneck, or "there's got to be abetterway"moment pickupthephoneandtalktoyourAccountSpecialist
Example:ClientsoftenhavemassiveExcelfilestheyupdatemanually. Weautomatethedataentry,builddashboards,andfreeuphoursperweek.
Welovethiswork it'swheretechnologybecomesacompetitiveadvantage,not justacostcenter.
OUR RECOMMENDED TECHNOLOGY PLATFORM
Thereareabazilliondifferenttypesoftechnologyoutthereglobally,whichmakesitimpossibleforanyoneto keepupwithitall.
Tomakesurewecandeliverworld-class,fast,fantasticservice–wecontinuously worktowardshelpingallourclientsusethetechnologythatweknowandtrust.We callthisourRecommendedTechnologyPlatformorRTPforshort
WeaimforallourclientstouseasmuchofourRTPaspossible,andwemakesure wemaintainin-depthknowledgeandtrainingoneverythinginourRTPsowecan keepyourITInfrastructurenicelyintegrated,fasttosupport,andworld-class!
Plus,westandbehindtheseplatformsanduseeverythingontheRTPinourownbusiness!
THERECOMMENDEDLIST
Microsoft 365 for email, files, security, and daily work
Cloud services and hosting for business systems
Servers and storage that run core business applications
Business class desktops and laptops
Network, firewall, and wireless systems that keep you connected and secure
Business phone and voice systems
Core business software (accounting and operations)
Printing and document solutions
Sincewecan’tautomagicallyupdatethisphysicalmanualinyourhands,ifyouwanttoseethe100%latestupto dateversionofourRecommendedTechnologyPlatforms,headtohttps://ramtechpcs.com/rtp
THIRD-PARTYVENDORS
Whileweworkhardtostaytrainedanduptodateinalltheabovetechnology,weknowthatyou’llneedhelp withsomethingthat’snotonthelistfromtimetotime.
Whenthishappens,bearinmindthatitmaytakeussomeextratimetofamiliarizeourselveswithsupportingthat product
Buttakecomfortinknowingthatwearestillworld-classattroubleshootingotherproducts,sowe’llbeableto workitout!
Also,pleasekeepinmindthatwhilewemaypurchaseitemsfromothervendorsthatwedon’tlistabove,any supportmayendupbeingOutofScopeforyourFixedFeeSupportAgreementandincursomeextracosts We’llalwaysletyouknowbeforehand,though.
YOURCONTACTS
YOURACCOUNTSPECIALIST/VCIO
Whenyourbusinessstartsworkingwithus,weassignyouanAccountSpecialistandavCIO(VirtualChief InformationOfficer).
YourAccountSpecialistiswhoyoushouldcallforanyquestionsaboutyourbusinessandall account-leveldiscussions.
Wheneveryouneedtotalktosomeoneaboutyourbudgeting,upcomingprojects,oranything elserelatedtoyourITinfrastructure,getintouchwithyourAccountSpecialist.
YourvCIOwillbethepersonwhowillbeworkingwithyouonyourregularTechnologyBusinessReviews (TBRsforshort)andfutureITneedsforyourbusiness.
TechnologyBusinessReview aquarterlymeetingwhereyourvCIOwalksthrough:
•Networkhealthscores
•Hardwarelifecycle(what'sagingout)
•Securityupdates
•Budgetplanningforupcomingprojects
Thinkofitasacheck-upforyourITinfrastructure Webringthedata,youbringthebusinessgoals,andwealign thetwo
There’snoneedtogetintouchwithyourAccountSpecialistforHelpdesk SupportorServiceRequestsasthey’lldirectyoutotheHelpdeskteamdirectly forthefastesthelpandquickestresponse!
YOURPRIMARYITCONTACT/S
Duringonboarding,youdesignatedaPrimaryITContact(orafew).Thispersonauthorizesaccountchanges adding/removingusers,accesschanges,ordatarequests
Why?Itprotectsyou.IfsomeoneemailsusaskingtodeleteyourCFO'saccount,weverifywithyourPrimaryIT Contactfirst Nosurprises
Ifyou'renotthePrimaryITContact:Looptheminforanyrequestsinvolvinguserpermissionsordataaccess.
YOURACCOUNTSCONTACTS
IfyoueverneedanyhelpwithAccountingIssues(suchasneedingcopiesofInvoicesetc),send anemailtobilling@ramtechpcscom,andourfriendlyAccountsteamwillhelpyouout
Youcanalsocallthemon678-999-2172–they’reavailableMonday–Friday8AM–5 PM
YoucanalsologintoyourClientPortalathttps://portal.ramtechpcs.comtodownloadany Invoicesyoumightneed
HOW DO I ORDER HARDWAREORSOFTWARE?
Whenever you need any new equipment or software, we’ve got you covered.We have a dedicated Procurement and Orderingsystemdesignedtotakethehassleandpainoutoftheprocesswheneveryouneedtoorderanything
SMALLERORDERS
Ifit’sforasmallorder,suchasafewnewcomputers orlaptops,giveusacallon678-999-2172orsendus an email at info@ramtechpcs.com, and we’ll send youbackaquote.
We aim to get all quotes back to you within four businesshours
APPROVINGANDPAYING
LARGERORDERS
Ifyourorderislargeorforaproject(likeanemailmigration or an office move), it’s best to speak to your Account Specialisttoensurethattheycangettherightpeopleforyour projectassigned.
They’ll work to get you an official Fixed Fee Proposal to covereverythingyouneed!
Unlessit’sacomplexproject,we’lltypicallysendyouyourquotes&proposalsusingourweb-basedquotedelivery system.
You’llneedtoclickonthelinkintheemail,andyou’llbeabletoviewthequoteorproposal.Youcanclickonthe ApprovebuttonandPayimmediately.
Wehaveasysteminthebackendthatalertsusassoonasasuccessfulpaymentcomesthrough,andwejumponto gettingthegoodsorderedandreadyforyouASAP!
WHATABOUTOUTOFSTOCKITEMS?
Ifsomethingisinstock,we’lltypicallybeabletogetitdeliveredwithin1-3businessdaysaftersuccessfulpayment
Ifit’soutofstock,ourProcurementTeamwillkeepyouuptodatewithestimatesonwhenit’sduetoarrive
If our distributors tell us that it will be out of stock for a while, we’ll work with you to find some alternatives (especiallyifit’ssomethingyouneedquickly).
CREDITACCOUNTS
Currently,wedon’tofferCreditTermsorCreditAccountsbecause,quitefrankly,we’renotverygoodatbeingabank. We’refarbetteroffhelpingyouwithtechnology,andwechoosetofocusonthatinstead.
Ifyouarelookingforcredit,we’remorethanhappytoworkalongsideyourfinancialsuppliertohelpyouobtaincredit onaproject
If you don't have a financial broker, we can connect you with one of ours Email your Account Specialist at info@ramtechpcscomormentionitduringyournextTBR
SOME MORE IMPORTANT PIECES
Here are a few more critical pieces of information to help you better understand and navigate the crazy Technology worldandsomeoftheterminologieswemayusewhenwe’retalkingtoyou!
SECURITYVSUSABILITY
IntheTechnologyworld,there’sanongoingbattlebetweenSecurityvs.Usability.
Themoresecureyoursystems,thehardertheyaretouse.Thisgraphshowsthetradeoff:
Our approach: We aim for high security and comfortable usability. You'llseethisinourstrongpushfor2-FactorAuthentication
Yes, it's an extra step But it blocks most hacking attempts and weuseitourselveson100%ofoursystems
We err on the side of security, but we won't make things painful withoutareason.
Please know that we do our very best to make your business as secureaspossiblewiththebudgetsyougiveustoworkwithin At thesametime,wealsotrytomakethingsaseasytouseaspossible whilekeepingsecurityashighaspossible.
Youmightnoticethisinthingslikeourstrongrecommendationthateverysingleuseruses2-FactorAuthentication.
Weknowitcanbepainfultousebecauseweprotect100%ofoursystemswithit.
However, turning it on can help block LOTS of the most common hacking attempts that are happening on your networktohelpkeepyourdatasafe
Weerronthesideofhighsecurity,butwealsoaimforcomfortableusability
IN SCOPE VS OUT-OF-SCOPE
Ifyou’veeverbeentoanAll-You-Can-EatBuffet,you’llknowthatyou’reabletoeatasmuchofanythingthat’souton thebuffetaspossible
However,ifyou’dlikesomethingthat’sNOTonthemenu–thenyouhavetopay foritseparately.
OurFixedFeeITAgreementsandFixedFeeProjectsworkinthesameway.
ThatmeansthatyoucanhaveasMUCHasyoulikeanythingthatwecoverinour InclusionListforyourAgreementorintheScopeofWorkonaProject.
When you need something that’s not on the list, we will quote you a separate Fixed Fee Quote so you can work out whetheryouwanttogoaheadwithitornot.
WecallthiswholeconversationIN-SCOPEandOUT-OF-SCOPE.
And, while we have worked hard to build an offering where pretty much everything you will need in the day-to-day operationofyourbusinesswillbeincludedINSCOPE–youmightfindfromtimetotimethattherewillbethingsthat areOUTOF-SCOPE.
Ifyou’reunsureifsomething’sincludedor excluded,giveusacall!
Welcome to the RAM-Tech family! We’re excited about this partnership, and thank you for choosing us as your IT servicesprovider Welookforwardtobuildingameaningfulrelationshipwithyouandyourbusinessandappreciatethe opportunity to offer you the best IT support available. RAM-Tech is poised to provide you with the support and guidancerequiredforallyourITrelatedneedsandbeyourtrustedadvisorasourpartnershipevolves.
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