[contactfirstname],
We are very excited to
welcome you to our Preferred Care family!
Preferred Care allows you to start to worry about YOUR
business and not the technology systems as we just became your
trusted advisor and internal IT department. Yes, we even work while
your on vacation, something hopefully you will be able to take now.
This is the first of many
communications that we will bring to you during the course of our
on-boarding your company into our Preferred Care system. If at
any time you have a question, please feel free to email or call us.
It takes us approximately
two weeks to fully accomplish the on-boarding process. Here is
a sample list of what will be happening during these two weeks.
- Validating company
information for our CRM system
- Installing monitoring agents on your technology systems
- Validating time slots for maintenance
- Setup of support portal for you and your staff members
- Education of new help desk procedures to you and your staff
- Installing email spam filtering
(If applicable)
- and more!
One of the first things that changes for you is access to a priority
email address for creating help desk requests. This email
address is reserved only for Preferred Care clients.
Please do not share this with anyone outside of your company.
HELP@PREFERREDITGROUP.COM
Don't worry if you forget, as this is part of our education series
that we will be presenting to your staff members during the
on-boarding process.
Company information
that you may need:
|
Business-hours
Support |
Billing |
Monday -
Friday: 8am to 5pm EST
except major US Holidays
There are two primary ways to let us know you need help
during our normal business hours.
1. Create a trouble ticket via email
2. Call our help desk
|
Send payments
to:
Preferred IT Group, LLC
PO Box 1012
Columbia City, IN 46725
Email:
accounting@preferreditgroup.com
|
|
Contacting Us
via Telephone |
Contacting Us
via Email |
Columbia City
- 260.213.4266
Fort Wayne - 260.440.7737
Toll Free - 866.369.1970
Options:
1 - Help Desk
2 - Sales
3 - Accounting
9 - Emergency* (Emergency Rates Apply)
Fax - 260.244.4450 |
Support -
help@preferreditgroup.com
Billing -
accounting@preferreditgroup.com
Sales -
sales@preferreditgroup.com
General
Info -
info@preferreditgroup.com |
Getting the most from
our Help Desk:
1.
Please resist the temptation to contact our support engineers
directly for support. All of
our systems and processes are designed to allow our entire team to
respond when you need help. If you call or email one of us directly
there’s no telling what might happen! Our staff members are
also not allowed to give out cell phone numbers, our phone system is
designed to handle this.
2. Use
descriptive titles for your request
in the summary field (when using the client
portal) or in the subject line (when emailing the helpdesk). This
helps us better manage and prioritize your support requests. Here
are a couple examples of good support request titles:
· Unable to Print
· Need assistance installing a QuickBooks update
3.
Avoid creating multiple requests for
the same issue. Each
time you send a new message to
help@preferreditgroup.com, a request is opened in our support
system. To update or add information for a current trouble
ticket, simply reply to the original email that our system sent you.
4. Take a moment to let us
know how we're doing.
When a trouble ticket is closed,
you will receive a closing email advising of what we did to resolve
your help request. This email will also include a link to a
very short survey. Please take a moment to complete this as
your feedback is very helpful to us as we continually look for ways
to improve the services we provide you.
We're looking forward to working together!
Your Preferred IT Group Support Team
www.preferreditgroup.com
510 North Main Street, Columbia City, IN 46725
