Welcome To The Aggie Tech Family
We'll handle all your technical support needs, so you can focus on your business.
Client Onboarding
Now that you are part of the family, let's get you up to speed on how to maximize our relationship.
On this site we will show you all of the ends and outs of working with Aggie Tech Support.
Working With
Aggie Tech
Click on the options below to learn more about how Aggie Tech delivers technology services to your company.
Support
Proper planning can help you save money and reduce liabilities.
Tickets
Learn how to create support tickets.
Billing
Understanding how we bill for services rendered
Reporting
Understanding how we communicate through weekly, monthly and Quarterly reports.
How Aggie Tech Provides Support
Monitoring 365
We provide a proactive support methodology by installing remote agents on your devices that constantly monitors the health of your environment. They report all activity back to our NOC. Depending on your service contract if alerts require preventative action we perform the necessary actions to resolve the alert remotely where possible.
If a onsite visit is required we contact you to schedule a service call. A ticket is created and sent to you so that can track the progress of its completion.
SLA
(Service Level Agreement)
Our current Service Level Agreement is as follows: Click on the dropdown arrows
Creating Support Tickets
Ticketing
As a client of Aggie Tech you will have access to our client support portal. This portal is available to all employees of the company who have technology devices under contract. When someone experiences a technology issue they can report the issue in three ways. Access the Portal Here
- Email - To create a ticket via email just send and email to help@aggietech.us describing your problem in detail. Once received an email will be immediately sent with a ticket number assigned to the issue. All emailed tickets are set to a MEDIUM priority level.
- Portal - To create a ticket through the client portal log into the portal and select create ticket. This method will allow you to set the priority level. Please provide as much detail as possible.
- Call - If you are experiencing a High or Critical issue you may call our support number to report your problem. If no agent is available leave a message and you will receive a call back with in 15 minutes. While waiting for a call back please send an email to help@aggietech.us to create a ticket, present your ticket number to agent when they return your call.
Client Portal Access
Billing & Invoicing
Invoicing Process
Aggie Tech will deliver invoices on the 4th of every month. All invoices are billed at Net 15 to allow you an opportunity pay via company check if you so desire. All clients must place a credit card on file to be used as either your primary method of payment or as a backup. If you choose to pay via company check your payment must be received by the 19th of every month. If we have not received the payment by the 19th we will charge your credit card and return all checks received after that date.
Depending on your service plan the invoice will include all billable labor hours consumed in the prior month. If hardware is needed for a project we will cover the cost of the hardware up to $500 and invoice you at the end of the current billing cycle. All hardware purchases over $500 will be invoiced upfront and purchased upon receiving payment.
If you have any questions regarding your invoice please contact our billing department via email at billing@aggietech.us.
Credit Card Form
Please complete the Credit Card form by clicking on the image above.
Reporting/Agreement
Account Communication
As a client of Aggie Tech you will receive monthly executive reports highlighting all of the activity recorded during the previous month. This will allow you to stay updated with everything Aggie Tech is doing to keep your business technology running smoothly.
We also conduct QBRs (Quarterly Business Reviews) in person to discuss any red flags or trouble areas. This also provides you an opportunity to voice any concerns you may have in person. To schedule your first Quarter Review please click the button below.
Canceling Your Service
As a new client typically we setup a contract to support your business for a term of one to two years. Having a contract actually benefits you with price protection. During your contract period your pricing agreement is protected from increase. However you may decide for any reason to cancel your agreement. To start the termination process you must send us, in writing, a request to terminate 30 days before the next invoice date.
This allows us to remove all of our support systems from your environment and stop all third party services being delivered. We will schedule an exit interview to better understand how we can improve on our services if you wish to provide us your opinions.
Shameless Bribe
We are so excited to have you with us as we strive to improve the lives of the people in the businesses we love to support. One of the most effective ways that we grow our business is through the words of our happy clients. One way we do this is via a video testimonial. It would mean the world to us for you to say a few words about Aggie Tech on video.
We have created a seamless and easy way for you to do this that should take more than 5 to 10 minutes to execute. In exchange for you time we will create a logo stinger of your companies logo to use in any social media, video marketing campaign or on your website. While we would love for you to have nothing but positive words to say, but this gift is for completing the process no matter what opinion you provide in your video. To patriciate in our shameless bribe for reviews click the button below. I promise it is easy and will not take a lot of time. (PS: If you would like for us to create a video testimonial campaign for your business just text RealClout to xxx.xxx.xxxx and we will setup a meeting to show you how this works.)