FAQ: Client Services

WHAT ARE YOUR HELP DESK HOURS?

Our normal help desk hours are from 8:30 am - 5:00 pm. After-hours support is available, which allows clients to have 24/7 coverage for emergencies.

Every end user can contact Reis Information Systems Help Desk via phone (519-579-8777 Ext. 5) or email (help@reis.ca).

We have a designated Help Desk representative that is answering calls to assist clients. If you are a ManagedCare Complete client, this package is all-inclusive and offered at no additional charge. For clients on ManagedCare Basic or Standard, Help Desk is available at a discounted rate. All calls that come into our Help Desk are answered and provided assistance, whether on a ManagedCare package or not.

Technical issues will be identified regularly by Reis through our alerting and ticketing system or submitted to the Help Desk by any user. In either case, the ticket for the issue is opened in out ticketing system, and all actions and communication are captured in the ticket. The Help Desk also has a structure that accounts for escalation of complex issues.

WHAT SECURITY METHODS WILL WE HAVE WITH YOU TO PROTECT OUR COMPANY?

Security is one of the most important matters in the information technology industry and will continue to be as technology becomes more advanced and put into day-to-day activities in the workplace. We take each clients’ security very seriously, which is why we choose to use an approach that is based on standards while putting our clients first. Each client is able to have peace of mind knowing that their IT security systems are being taken care of. You can learn more about our security services on this page of our website.

CAN YOU HELP US DEVELOP AN IT SECURITY POLICY?

Of course, we would be able to do that for your business. We always sit down with our clients and discuss a strategy to keep their systems up and running. We have seen that many companies have the same security concerns but might not have the resources to tackle these concerns. As a client, our team at Reis will help you develop, implement, and improve your business’ security.

YOU HANDLE VENDOR COORDINATION, SO WE’RE NOT STUCK IN THE MIDDLE?

Yes, we do have vendor coordination. Many of our clients love this part of working with us. We have an inside sales team who is able to work with vendors to create a quote and order new hardware and software when you need it. Since our team does this every day, we know the industry, products and deals that the vendors are having. This will save your business a lot of frustration and lost time along the way.

With Reis as your vendor coordinator, we become the one point of accountability when it comes to resolving IT issues.

DO YOU SUPPORT PRINTERS?

We are able to configure, install, and set-up new printers upon request. We are also able to provide support for printers – such as connectivity - through your ManagedCare agreement with Reis.

HOW OFTEN DO YOU COME ONSITE?

We perform regular maintenance visits to your office once on-boarding is complete. Depending on the clients request, our techs will come as often as once a week to once every two months. We arrange meetings at either Reis Information Systems or at your location for the on-boarding, project related meetings, or just for a friendly stop in to see how everything is going. For all emergency needs, a tech will be on site to resolve any issues, unless resolution can be completed remotely.

WHAT COMMUNICATION DO CLIENTS RECEIVE THROUGHOUT THE YEAR?

We communicate with our clients regularly via phone, email, and in person. Here are a few ways we keep in contact with our clients:

  • Marketing emails that include helpful how-to’s, links to recent blogs, IT industry news, Reis news and campaigns
  • IT Services
  • E-alerts and emails for technical updates
  • Communication during projects and upgrades
  • And more!

HOW DO YOU MONITOR CLIENT SATISFACTION?

We measure your satisfaction in a few ways. One is being through a survey on the technician who worked on your request. This gives you the opportunity to share more about your and provide feedback to our staff.

In the near future, Reis Information Systems will be conducting the Client Loyalty Survey every quarter. This would provide us with feedback from clients to see their overall satisfaction with our services and how likely they are to recommend Reis Information Systems to a friend or colleague.

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