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(253) 893-6160How Ghostworx managed IT support works From the first conversation to everyday support
The same steps for every client, so you always know what’s covered, what happens next and who’s responsible.
Same person, from the first call to the fix.
The process
Nothing is assumed. Coverage, costs and responsibilities are written down before we touch your systems.
Understand your business
Who works for you, the apps and devices they use, where they work, which providers you already have, and what keeps going wrong.
Define coverage
The people, equipment, accounts and backup data we’re responsible for, what Ghostworx handles and what your other providers handle, and the problems that already exist.
Agree on your plan and price
Your plan, monthly total, onboarding cost, backup scope, what’s excluded and any extra costs, all in writing. Setup starts once you’ve accepted the quote and agreement.
Set up and check your systems
After reviewing your setup, we confirm the onboarding schedule and the date your service starts.
What you do
- Name an authorized contact who can approve changes
- Arrange access to the covered accounts and devices
- Introduce us to your current IT provider, if you have one, so the handover is coordinated
What we do
- Document your systems and who owns each account
- Install the agreed tools, and set up protection and backups
- Check the essentials work: email, sign-in and access to shared files
- Flag any migrations or bigger cleanups, and quote them separately
Everyday support
You ask for help by text, email or phone. We investigate, then fix it or bring in the provider responsible and follow up with them. Maintenance runs in the background, and every fix is written down.
Review and improve
We track recurring problems, workload and changes in your business, and suggest improvements that are actually worth doing.
Getting help is easy on purpose
Use whichever is easiest in the moment. A client portal can be available too, but it’s never the only way in.
Send the details and any screenshots.
hello@ghostworx.coPhone or remote session
When it’s easier to talk it through or share a screen.
(253) 893-6160What happens after you ask
- We confirm we’ve got your request. Asking never costs anything.
- If it’s billable, on Essential Care or on-demand, you hear the rate and a spending limit before troubleshooting starts.
- It’s prioritized by how urgent it is and how many people it affects.
- You get updates while it’s worked on, including when another provider is involved.
- We check with you that it’s fixed before closing it.
A person does the actual fixing, and you’re never stuck talking to a bot.
Support hours
Monday to Friday, 8am to 5pm Pacific, excluding holidays. Send a request anytime and it’s picked up in order of urgency during those hours.
Managed IT gets priority routine support, Essential Care help is scheduled, and on-demand work is subject to availability. During support hours, we prioritize security concerns and problems that stop your business working.
After-hours response isn’t included or guaranteed. Any separately arranged work outside support hours is agreed and priced in advance.
Urgent IT Help, for existing clients
When a technology problem stops work
If it’s urgent, call rather than text or email. During support hours, requests are prioritized by their impact on your business.
Call when
- Essential work is blocked
- You suspect a security problem
Covered support is included with Managed IT. Essential Care troubleshooting is billed at the agreed support rate. After-hours response isn’t included.
Call
(253) 893-6160If the call is missed, leave a message with your name, company and what’s stopped working.
Support hours: Monday to Friday, 8am to 5pm Pacific, excluding holidays.
You see what was done
Every month you get a short summary of the work on your account. It covers:
- Requests resolved, and anything still open
- Maintenance and updates completed
- Backup and protection status, including anything that needs your attention
- Recommended next steps
- Any billable support time, and what it was for
Periodic reviews look at recurring problems and what’s worth improving.
If you ever leave
Both plans are month-to-month. You can cancel with 30 days’ written notice, and we hand over properly:
- Your documentation and records, handed to you or your new provider
- Ghostworx access removed from your accounts and devices
- An agreed plan for when our management tools and backup coverage end
Moving your data to a new provider, or other migration work, is quoted separately. Pricing and terms
Hand off the IT. Keep running the jobs.
Tell us who needs covering and what keeps breaking. Justin replies within 1 business day with questions or a quote.