Atlanta Managed IT Support and Atlanta PC Support

DynaSis Client Care


		Sales	Accounting	Technical Support
Tech Support FAQ Digital Veins FAQ Managed Services FAQ Support Request Process Help Desk Protocol Onsite Protocol		Technical Support FAQ 1. What does DynaSis do? 2. What are my options for requesting support? 3. Can I call an engineer directly? 4. Why is it important to have a secondary contact on record with DynaSis? 5. What is the difference between asking a question and opening a work order? 6. What happens after I place a service request? 7. Can I request a specific time for my service visit? 8. What factors weigh in regarding who comes to my site? 9. What should I expect once the Engineer is on my site? 10. What if there is product involved in my service visit? 11. What about training/administration after the installation of my new product? 12. How do I know when it is time to upgrade or order new parts? 13. Can DynaSis load my single copy of software on multiple machines? 14. Will my network be down during DynaSis service visits? 15. What if the problem cannot be immediately solved, or I have additional issues? 16. How do I report after-hours problems? 17. How do I check the status of my work order? 18. What is the "Work Order Summary" attached to my invoice? 19. How do I make billing inquiries? 20. What payment options are available to me? 21. Why do I need to give a deposit? 22. Does DynaSis provide Internet access? 23. Can DynaSis assist in my network move? 24. What is the “veins” icon in my system tray? 25. Who is in charge of my account? 26. How do I report a praise or complaint? 1. What does DynaSis do? DynaSis is a total IT solutions provider~ from IT infrastructure, Managed Services, Business Solutions including web development and custom software development, to Digital Veins Technical Support we are truly only one call away from providing all your IT solutions. 2. What are my options for requesting support? DynaSis Support Request Information ConnectWise Customer Portal How To 3. Can I call an engineer directly? Yes, however, please keep in mind our engineers are nearly always engaged with a customer and are unable to immediately return calls. For service requests or immediate assistance please dial 770-569-4600 and choose option "3". 4. Why is it important to have a secondary contact on record with DynaSis? Just as we have secondary engineers for you ~ it is important that all DynaSis clients supply a secondary contact. In the event the primary contact is not available to verify a work order, we need to establish a reliable secondary person. This ensures all your and our needs are met. If you cannot supply a secondary contact or have any special requests, please make certain that your request is documented with the DynaSis Support Coordinator. 5. What is the difference between asking a question and opening a work order? DynaSis tracks all incoming service requests as well as client questions in our ticketing system. We do this to ensure that no client needs are over looked. A DynaSis Engineer will be assigned to the ticket and answer your question promptly. Many times we can get you an answer "on the fly". You will not be charged for the Engineer's time as long as he does not get fully involved with your issue. A DynaSis Engineer's time is carefully scheduled and if your question requires research to answer, the request will need to be formally scheduled. 6. What happens after I place a service request? All work orders are initially placed in our "Live" queue and are addressed based on a ranking calculation according to urgency, time received and service plan level. Typical wait times are inside of an hour. If the problem cannot be solved via remote support, the work order will be placed in a scheduling queue and the DynaSis Support Coordinator will call you back with on-site scheduling information. 7. Can I request a specific time for my service visit? DynaSis schedule times are given as AM or PM. We cannot give out specific times due to the delicate nature of computer networking. Having a flexible schedule gives our Engineers valuable time in the event they need to stay on your site longer than expected. If a third party is involved, DynaSis can coordinate specific visit times as needed. 8.What factors weigh in regarding who comes to my site? DynaSis Engineers are divided into teams based on departments: Helpdesk, NOC, Hosting, Field Service, and Professional Services. Each member of the installation and service teams are internally assigned as primary, secondary, or tertiary engineers for a specific client. Though we will always try to get the primary assigned engineer onsite (or remotely scheduled) as well as fulfill your visit request, we cannot always send the same engineer. DynaSis employs a full staff of certified Engineers that are all capable of supporting your network. This allows us to respond to your needs quickly with the first available Engineer. 9. What should I expect once the Engineer is on my site? Before any DynaSis Engineer begins work on your site, you should verify the work to be done. After the Engineer completes his/her tasks, the service request can be reviewed via the customer portal and printed off if needed. Please review what has been done, what has not been done, what additional work has been completed, and most importantly: how much time you have been billed. The DynaSis Engineer will have both billable and Digital Veins Service Plan hours itemized on the work service request . Please thoroughly review and make sure all work that is completed is to your satisfaction before signing an authorized copy for our records. This includes ensuring any other applications still function and/or print properly. Should you desire to keep a duplicate for your records, feel free to make a copy 10. What if there is product involved in my service visit? Any time a product is delivered to your site you will be required to sign a Sales Order to indicate receipt. Verify you have received the correct parts, software, licensing, and/or media. We advise keeping software and licensing in a secure place, as it may be needed for future upgrades or reloads. DynaSis is not responsible for missing software and licensing. After your service visit you must sign that the product has been left on site and verify the location of that product. Back to Top 11. What about training/administration after the installation of my new product? DynaSis can educate you on the "ins and outs" of day-to-day administration of your new product as well as provide training for Microsoft desktop applications. It is recommended that you get formal training direct from the manufacturer of your new product. 12. How do I know when it is time to upgrade or order new parts? DynaSis Engineers will keep you apprised of the status of your equipment and software. Our sales staff and assigned VCIOs can provide products necessary at a price you can afford. 13. Can DynaSis load my single copy of software on multiple machines? No ~ Please be prepared to supply software media and licensing (if needed for repairs) for each system on your network. DynaSis Engineers cannot legally install software for which you do not have the official licensing. 14. Will my network be down during DynaSis service visits? Please be prepared for possible server reboots or minor network down times when an Engineer is onsite performing service work. DynaSis will take every step possible to coordinate server downtimes with you. However, there may be times when it will be necessary to "down the network" in an effort to troubleshoot a problem. Network downtimes can be scheduled after hours; however, additional charges may apply. 15. What if the problem cannot be immediately solved, or I have additional issues? DynaSis Engineers will complete all repairs on a "best effort" basis. If a repair cannot be completed in the allotted amount of time, we will give priority scheduling for the return visit. Any additional non-scheduled issues will be addressed (time permitting) on that visit. In the event any additional issues cannot be completed, please contact the DynaSis Support Coordinator and you will be scheduled accordingly. Back to Top 16. How do I report after-hours problems? Should a problem arise after hours please call our main number 770.569.4600 and enter extension #504. Leave a detailed message including your name and contact information, as well as a detailed explanation of the problem. An engineer will return your call within the hour and attempt to address the problem remotely. In the even it cannot be corrected at that time, an engineer will be dispatched to your site, additional costs may apply. 17. How do I check the status of my work order? . You may view your open tickets as well as complete ticket history online at http://support.dynasis.com . Ask a DynaSis representative for password information. You can also call our main number and dial option 3. 18. What is the "Work Order Summary" attached to my invoice? The Work Order Summary is backup for the labor line items on your invoice. It tells you the work order number, problem description, who was on your site (or helped you remotely), how much time they spent, and the detail on what actions were taken. The "Final Result" field will have notes regarding the Support Coordinator's follow-up on the issue. The "Notes" field will have other pertinent info such as billing explanations, corresponding work order numbers, and other job related detail. 19. How do I make billing inquiries? If a question or need should arise regarding an Invoice, call 770.569.4600 option "5" for accounting or email Accounting@DynaSis.com. Please have the invoice and work order numbers available. A DynaSis representative will research your inquiry and your assigned product specialist will promptly respond with answers. 20. What payment options are available to me? DynaSis accepts Business or Personal Checks, Visa, MasterCard and American Express. Proper identification may be requested. 21. Why do I need to give a deposit? DynaSis requires a 50% deposit on any product order over $5,000 for existing clients or any order placement by a first-time client. This is to secure your product order and scheduling date. DynaSis does offer custom deposit, payment and billing parameters, if needed, with your sales specialist or assigned VCIO. 22. Does DynaSis provide Internet access? Dynasis does not supply Internet access. We are, however, aligned with Cbeyond communications and are the number one installer of their services. This relationship enables us to get your new connection up quickly and seamlessly. Back to Top 23. Can DynaSis assist in my network move? Definitely! We offer inventory and packing to delivery, set-up, and new installations. We make certain that your move is clean, and that you are ready for business quick. 24. What is the “veins” icon in my system tray? As a Digital Veins partner level member, DynaSis provides its unique Network Management service. This icon lets you know that your system is constantly being monitored and remotely managed. Right clicking on this icon will allow you to contact DynaSis directly via our DynaSis e-ticket system, which places a work order in our system. 25. Who is in charge of my account? When you come on board as a managed services customer, you will be assigned a dedicated Virtual Chief information officer (VCIO). Your VCIO will always be available for questions, guidance, and support. Your VCIO will meet with you regularly and interface wilth all other DynaSis departments to ensure you and your network's needs are satisfied. 26. How do I report a praise or complaint? Your feedback is important to us! In fact ~ we'll beg for it! DynaSis has built a reputation around complete satisfaction and professional employees. If you feel our actions have either exceeded or fallen short of your expectations, please let us know. A work order completed survey will be sent via email in order for you to provide us with your comments. DynaSis also participated in quarterly Microsoft sponsored surveys, giving us a ranking among IT companies nationwide. Just for giving us your feedback, you are also entered for monthly drawing for prizes such as dinner for two at Outback Steakhouse. If you are still not satisfied and want to express your thoughts to someone please contact your Virtual Chief Information Officer at 770.569.4600.Your comments are incorporated immediately for our future success. Please include a work order number if applicable. Your feedback will remain confidential, if you so designate. Back to Top Note: All calls into our Technical Support team after hours listed, requires a current support contract. Calls are answered during business hours, Monday through Friday, excluding holidays. Note: A valid technical support contract is required to request technical support electronically.

Sales

Accounting

Technical Support

Tech Support FAQ

Digital Veins FAQ

Managed Services FAQ

Support Request Process

Help Desk Protocol

Onsite Protocol

Technical Support FAQ

1. What does DynaSis do?

2. What are my options for requesting support?

3. Can I call an engineer directly?

4. Why is it important to have a secondary contact on record with DynaSis?

5. What is the difference between asking a question and opening a work order?

6. What happens after I place a service request?

7. Can I request a specific time for my service visit?

8. What factors weigh in regarding who comes to my site?

9. What should I expect once the Engineer is on my site?

10. What if there is product involved in my service visit?

11. What about training/administration after the installation of my new product?

12. How do I know when it is time to upgrade or order new parts?

13. Can DynaSis load my single copy of software on multiple machines?

14. Will my network be down during DynaSis service visits?

15. What if the problem cannot be immediately solved, or I have additional issues?

16. How do I report after-hours problems?

17. How do I check the status of my work order?

18. What is the "Work Order Summary" attached to my invoice?

19. How do I make billing inquiries?

20. What payment options are available to me?

21. Why do I need to give a deposit?

22. Does DynaSis provide Internet access?

23. Can DynaSis assist in my network move?

24. What is the “veins” icon in my system tray?

25. Who is in charge of my account?

26. How do I report a praise or complaint?

1. What does DynaSis do?

DynaSis is a total IT solutions provider~ from IT infrastructure, Managed Services, Business Solutions including web development and custom software development, to Digital Veins Technical Support we are truly only one call away from providing all your IT solutions.

2. What are my options for requesting support?

DynaSis Support Request Information

ConnectWise Customer Portal How To

3. Can I call an engineer directly?
Yes, however, please keep in mind our engineers are nearly always engaged with a customer and are unable to immediately return calls. For service requests or immediate assistance please dial 770-569-4600 and choose option "3".

4. Why is it important to have a secondary contact on record with DynaSis?
Just as we have secondary engineers for you ~ it is important that all DynaSis clients supply a secondary contact. In the event the primary contact is not available to verify a work order, we need to establish a reliable secondary person. This ensures all your and our needs are met. If you cannot supply a secondary contact or have any special requests, please make certain that your request is documented with the DynaSis Support Coordinator.

5. What is the difference between asking a question and opening a work order?
DynaSis tracks all incoming service requests as well as client questions in our ticketing system. We do this to ensure that no client needs are over looked. A DynaSis Engineer will be assigned to the ticket and answer your question promptly. Many times we can get you an answer "on the fly". You will not be charged for the Engineer's time as long as he does not get fully involved with your issue. A DynaSis Engineer's time is carefully scheduled and if your question requires research to answer, the request will need to be formally scheduled.

6. What happens after I place a service request?
All work orders are initially placed in our "Live" queue and are addressed based on a ranking calculation according to urgency, time received and service plan level. Typical wait times are inside of an hour. If the problem cannot be solved via remote support, the work order will be placed in a scheduling queue and the DynaSis Support Coordinator will call you back with on-site scheduling information.

7. Can I request a specific time for my service visit?
DynaSis schedule times are given as AM or PM. We cannot give out specific times due to the delicate nature of computer networking. Having a flexible schedule gives our Engineers valuable time in the event they need to stay on your site longer than expected. If a third party is involved, DynaSis can coordinate specific visit times as needed.

8.What factors weigh in regarding who comes to my site?
DynaSis Engineers are divided into teams based on departments: Helpdesk, NOC, Hosting, Field Service, and Professional Services. Each member of the installation and service teams are internally assigned as primary, secondary, or tertiary engineers for a specific client. Though we will always try to get the primary assigned engineer onsite (or remotely scheduled) as well as fulfill your visit request, we cannot always send the same engineer. DynaSis employs a full staff of certified Engineers that are all capable of supporting your network. This allows us to respond to your needs quickly with the first available Engineer.

9. What should I expect once the Engineer is on my site?
Before any DynaSis Engineer begins work on your site, you should verify the work to be done. After the Engineer completes his/her tasks, the service request can be reviewed via the customer portal and printed off if needed. Please review what has been done, what has not been done, what additional work has been completed, and most importantly: how much time you have been billed. The DynaSis Engineer will have both billable and Digital Veins Service Plan hours itemized on the work service request . Please thoroughly review and make sure all work that is completed is to your satisfaction before signing an authorized copy for our records. This includes ensuring any other applications still function and/or print properly. Should you desire to keep a duplicate for your records, feel free to make a copy

10. What if there is product involved in my service visit?
Any time a product is delivered to your site you will be required to sign a Sales Order to indicate receipt. Verify you have received the correct parts, software, licensing, and/or media. We advise keeping software and licensing in a secure place, as it may be needed for future upgrades or reloads. DynaSis is not responsible for missing software and licensing. After your service visit you must sign that the product has been left on site and verify the location of that product.

11. What about training/administration after the installation of my new product?
DynaSis can educate you on the "ins and outs" of day-to-day administration of your new product as well as provide training for Microsoft desktop applications. It is recommended that you get formal training direct from the manufacturer of your new product.

12. How do I know when it is time to upgrade or order new parts?
DynaSis Engineers will keep you apprised of the status of your equipment and software. Our sales staff and assigned VCIOs can provide products necessary at a price you can afford.

13. Can DynaSis load my single copy of software on multiple machines?
No ~ Please be prepared to supply software media and licensing (if needed for repairs) for each system on your network. DynaSis Engineers cannot legally install software for which you do not have the official licensing.

14. Will my network be down during DynaSis service visits?
Please be prepared for possible server reboots or minor network down times when an Engineer is onsite performing service work. DynaSis will take every step possible to coordinate server downtimes with you. However, there may be times when it will be necessary to "down the network" in an effort to troubleshoot a problem. Network downtimes can be scheduled after hours; however, additional charges may apply.

15. What if the problem cannot be immediately solved, or I have additional issues?
DynaSis Engineers will complete all repairs on a "best effort" basis. If a repair cannot be completed in the allotted amount of time, we will give priority scheduling for the return visit. Any additional non-scheduled issues will be addressed (time permitting) on that visit. In the event any additional issues cannot be completed, please contact the DynaSis Support Coordinator and you will be scheduled accordingly.

16. How do I report after-hours problems?
Should a problem arise after hours please call our main number 770.569.4600 and enter extension #504. Leave a detailed message including your name and contact information, as well as a detailed explanation of the problem. An engineer will return your call within the hour and attempt to address the problem remotely. In the even it cannot be corrected at that time, an engineer will be dispatched to your site, additional costs may apply.

17. How do I check the status of my work order?
. You may view your open tickets as well as complete ticket history online at http://support.dynasis.com . Ask a DynaSis representative for password information. You can also call our main number and dial option 3.

18. What is the "Work Order Summary" attached to my invoice?
The Work Order Summary is backup for the labor line items on your invoice. It tells you the work order number, problem description, who was on your site (or helped you remotely), how much time they spent, and the detail on what actions were taken. The "Final Result" field will have notes regarding the Support Coordinator's follow-up on the issue. The "Notes" field will have other pertinent info such as billing explanations, corresponding work order numbers, and other job related detail.

19. How do I make billing inquiries?
If a question or need should arise regarding an Invoice, call 770.569.4600 option "5" for accounting or email Accounting@DynaSis.com. Please have the invoice and work order numbers available. A DynaSis representative will research your inquiry and your assigned product specialist will promptly respond with answers.

20. What payment options are available to me?
DynaSis accepts Business or Personal Checks, Visa, MasterCard and American Express. Proper identification may be requested.

21. Why do I need to give a deposit?
DynaSis requires a 50% deposit on any product order over $5,000 for existing clients or any order placement by a first-time client. This is to secure your product order and scheduling date. DynaSis does offer custom deposit, payment and billing parameters, if needed, with your sales specialist or assigned VCIO.

22. Does DynaSis provide Internet access?
Dynasis does not supply Internet access. We are, however, aligned with Cbeyond communications and are the number one installer of their services. This relationship enables us to get your new connection up quickly and seamlessly.

23. Can DynaSis assist in my network move?
Definitely! We offer inventory and packing to delivery, set-up, and new installations. We make certain that your move is clean, and that you are ready for business quick.

24. What is the “veins” icon in my system tray?

As a Digital Veins partner level member, DynaSis provides its unique Network Management service. This icon lets you know that your system is constantly being monitored and remotely managed. Right clicking on this icon will allow you to contact DynaSis directly via our DynaSis e-ticket system, which places a work order in our system.

25. Who is in charge of my account?
When you come on board as a managed services customer, you will be assigned a dedicated Virtual Chief information officer (VCIO). Your VCIO will always be available for questions, guidance, and support. Your VCIO will meet with you regularly and interface wilth all other DynaSis departments to ensure you and your network's needs are satisfied.

26. How do I report a praise or complaint?
Your feedback is important to us! In fact ~ we'll beg for it! DynaSis has built a reputation around complete satisfaction and professional employees. If you feel our actions have either exceeded or fallen short of your expectations, please let us know. A work order completed survey will be sent via email in order for you to provide us with your comments. DynaSis also participated in quarterly Microsoft sponsored surveys, giving us a ranking among IT companies nationwide. Just for giving us your feedback, you are also entered for monthly drawing for prizes such as dinner for two at Outback Steakhouse. If you are still not satisfied and want to express your thoughts to someone please contact your Virtual Chief Information Officer at 770.569.4600.Your comments are incorporated immediately for our future success. Please include a work order number if applicable. Your feedback will remain confidential, if you so designate.

Note: All calls into our Technical Support team after hours listed, requires a current support contract. Calls are answered during business hours, Monday through Friday, excluding holidays. Note: A valid technical support contract is required to request technical support electronically.