This is the unglamorous half of the job and the half people actually feel. The laptop that takes nine minutes to start, the printer that works for everyone except one person, the machine at the front desk that has never behaved. Unlimited remote support exists so these get reported early instead of tolerated for a year.
Document handling, scanning and the practice or case management software are where the day is spent, so those get the attention. Small friction in a five person firm costs real billable time.
Fairfax sits inside our 30 mile service area from Ashburn, so a technician can be with you the same day when something needs hands on it. The phone is answered 24/7 and technicians are available weekdays 8am to 6pm.
Most of it is fixed without anyone driving out
The large majority of day to day issues are resolved remotely, usually the same day. On-site is for the things that genuinely need hands on the equipment, and we quote the time before anyone gets in the van.
Slow computers usually are not a hardware problem
Before recommending you replace anything we look at what is actually running, because a new machine that inherits the same configuration is slow again within a month. Sometimes the answer really is new hardware, and then we say so.
Printers deserve their reputation
Most printer problems are drivers, network addressing or one machine's configuration rather than the printer. Almost all of it can be fixed remotely once you know which of the three it is.
New starters and leavers
Setting up a new person should be a repeatable half hour, not an afternoon of trying to remember what the last one had. Getting that written down also means leavers are properly closed off, which is a security fix disguised as an admin one.
Questions we get from Fairfax
- Do you actually come out to Fairfax?
- Yes. Fairfax is inside our service area and we drive out for the work that needs hands on it. Most things get fixed remotely the same day, and when a visit is the right answer we quote the time before anyone gets in the van.
- What do you usually find when you take on a Fairfax business?
- In Fairfax the compliance paperwork usually arrives before the IT budget does. A client or an insurer asks what controls you have, and that is the first time anyone looks.
- Is there a limit on how often we can call?
- No. Remote support is unmetered on the monthly plans, deliberately, so that nobody weighs up whether an issue is worth reporting.
- Can you help staff working from home?
- Yes, their work machines are supported the same way wherever they are.
- Do you fix personal computers?
- Not as a rule. This is business support, and mixing personal machines into it makes both the billing and the security boundary messy.
- What if we need someone on site today?
- Say so when you call. We schedule same day where we can and tell you honestly when we cannot, rather than agreeing and then not turning up.
- Do you supply hardware?
- We can, and we are equally happy for you to buy it yourself. We will tell you what to get either way, since specifying it correctly is where the value is.
Talk to someone in Fairfax
Fifteen minutes on the phone, no discovery-call ritual. If we are not the right fit we will say so.
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