FAQ

  • How do I access support when I need it?

    There are multiple methods of accessing TekSoft's technical support. If you are a managed service client you can click on your ProCare icon and submit a ticket. You can also pick up the phone and call our helpdesk where someone will be happy to work with you to resolve the issue.

  • Do you sell computers, peripherals, web hosting, etc.?

    We do not sell any products, hardware or software. When you become a client of TekSoft Consulting, we immediately set up accounts at two vendors: Dell and Sarcom. Once these accounts have been created we can quickly work with you to purchase whatever items you may need in order to operate. Of course, if you have an alternate vendor you would like to work with, we can make that happen too!

  • Do you support desktop applications, such as accounting, POS, CAD software, etc?

    In general, we do not support desktop applications. For example, if you ask us how to work with formulas in Excel, or how to setup your QuickBooks, we will not be able to help you. The reason is simple: there are far too many applications on the market for any vendor to support inclusively. However, we are happy to facilitate a call to support for the software you are having trouble with and assist in that manner. Typically these calls require a support agreement with the vendor or a per incident charge.

  • Do you help in dealing with my DSL/T-1 provider, my cabling installer, or other vendors having to do with my computer system?

    Absolutely! TekSoft Consulting handles all aspects of dealing with other service providers and vendors who have any effect on your network's infrastructure. This includes meeting with, e-mailing, and telephone communication with the respective vendor. If a major decision is required to continue, we call you for further instruction.

  • If our computers get infected by a virus will you fix it?

    Yes; however, we take extreme precautions to avoid having viruses anywhere near your network in the first place. Firewall, IPS/IDS, desktop and server anti-virus software are implemented on your network to avoid these infections at all costs. In the unfortunate event that your network does become infected, we will work to get the infection cleared as quickly as possible with as little network downtime as possible.

  • Some of our employees are on the road, some are off-site, some work from home and some work in an overseas or out of state office. Will you support all of them?

    Yes, as long as the computer we are working on is included in your managed service agreement.

  • Our copier/fax machine/printer/laptop screen or keyboard broke. Can you fix it?

    Generally speaking, we do not repair hardware. We always recommend warranties and service agreements with outside vendors to provide minimal downtime should a failure occur. However, we will assist with minor hardware replacements, such as a hard drive or keyboard, if you supply the recommended parts. We do not perform any repairs on copiers, fax machines, and printers.

  • Do you charge for travel time?

    If you are located in Colorado Springs, we do not charge travel time. If you are located outside of Colorado Springs, we have a minimum $75.00 travel charge.

  • Will you help us set up our web site?

    We do not do web design. If you need to have a site designed, we may be able to refer you to a web designer. Our team can, however, assist in moving your current site or bringing a new site online.

  • Can you help me design a database or custom program?

    Unfortunately, we do not do any type of custom databases or programming.

  • We are having problems with our 3rd-party hosted email (and/or web site). Do you support that?

    If you are using a hosting provider that our staff has recommended to you, yes. We can contact the provider and try to resolve the issue. Keep in mind that since we are dealing with a 3rd party vendor, we are limited in what we can do. If you are hosting your email on premise, then we will work immediately to resolve the issue.

  • Are your hours cumulative? In other words, if we only need you for one hour on your visit, will the unused time be added to the next visit?

    No. We make every effort to spend whatever time is allotted to resolve user issues, perform network maintenance, and so on. If our engineers determine that the time we have allocated per our agreement is too much, we will revise the agreement to meet your onsite needs. We are very conscious of the investment you have made with us and we make every effort to avoid charging for unnecessary time.

  • Do you provide the software we need, such as backup, operating system or server software?

    No. Part of our onboarding process is to set up accounts with major vendors, such as Dell and Sarcom. Once these accounts are set up, we can facilitate the purchase of any software or hardware you might need through your account. It is your responsibility, as the client, to purchase and maintain the support and renewal agreements for all your software. Our staff is happy to provide recommendations for software solutions and steer you clear of software we have found to be less effective.

  • Do you support Apple/Macs or Linux?

    We do not support the Linux platform and have limited support for Apple/Macs. If your business is primarily built upon a platform of Macs and Apple products, TekSoft Consulting is likely not a good fit for you. However, if there are a minimal number of Mac Operating Systems within your infrastructure we will likely be able to support your company's IT needs.