IT helpdesk

IT helpdesk questions

• How do I ask for help?

  You can create a helpdesk ticket through our client portal, give us a call at 479-370-0008, or email us at hi@logram.io.

• How do you fix a computer remotely?

  We connect through secure remote support software or, if you prefer us being hands-off, we can set up a Google Meet or Zoom meeting to guide you through it.

• When is the helpdesk open?

  Monday to Friday, 9 AM to 4 PM. If urgent, send the request anyway and we can resolve it after-hours.

• How fast will you respond?

  We respond to most requests within a couple of hours.

• How is helpdesk time billed?

  We bill $90/hr in 30-minute increments. On-site visits have a one-hour minimum. Work outside of 9 AM - 4 PM CT Monday-Friday is billed at 1.5 times our rate.

• Can you help with a program only our industry uses?

  Usually, yes. We can also work with your vendor on your behalf.

• What if the problem is our Internet provider?

  We can call them on your behalf and work with them until service is restored.

• Can you set up a computer we already bought?

  Yes, we can. We can set up your accounts, email, printers, programs, and transfer your files from your old computer.

• Do you support Macs as well as Windows?

  We support Macs, Windows, and Linux-based machines.

• Can you help our remote employees?

  Yes, we offer support by connecting to their computers remotely.

• Do you do hardware repairs?

  We do not do hardware repairs at this time. We can advise on whether the issue is hardware-related, but you'll have to coordinate the repair yourself.

• How do we get started with you?

  A short call can get us started in most cases. We'll guide you through what we need from you. For more complex situations, we will need to visit on-site.