Workflow/Scheduling

We have designed our workflow and the supporting systems around this model:

At each step of the way, BOM keeps you in the loop, either by accessing it directly or via email.  We mix the automated responses with phone calls to make sure that your computer issue, no matter how big or small, gets our attention.

Scheduling

A few BestMacs clients have us regularly scheduled for certain days and times.  For those clients, when we are already onsite, phone calls are dealt with immediately.  If we are not onsite at the time of call, we will begin working the problem ASAP in accordance with our Priority Contract.  Emailed BOM tickets can expect work to start on or before the next scheduled appointment.

For clients without pre-scheduled appointment times, we will assess via a phone call to see if we can knock out the problem in a few minutes, or if we can do the work with our remote help application, or if we need to schedule an onsite visit.  Non-emergency requests will be scheduled for an appointment to take place within 7 days.  Emergencies involving work-stoppage will be responded to as quickly as possible.

All phone calls that leave messages will have a return call by the end of the same business day.