Our Approach

Our approach to technology services is also our biggest differentiator. We know there are other companies out there that offer managed technology services, business continuity, disaster recovery, backup, cloud computing, and so on. That’s why we go beyond what is the norm. Here’s how we strive to set ourselves apart from the competition:

Free in-depth IT Health Assessments are offered to all businesses considering using Vox Connect’s technology services. Other IT service providers may also claim to offer this service, but they generally just use an electronic gathering tool and then give you a summary of your IT infrastructure.

Our IT Health Assessment is more in-depth. We use on-site observation, external vulnerability scans, and client interviews in addition to data collection tools to generate a report that we discuss with you and give to you for safekeeping. This kind of in-depth data can help you make critical business decisions today and better plan for your company’s future. You won’t find this level of detail anywhere else — especially for free.

Vox Connect has streamlined the onboarding process of moving to our IT services, making it as hassle- and stress-free as possible. Once you sign up with us, we will work to make sure we gather all the necessary information required to be able to manage your account. We can work directly with your former IT company (or person) so there won’t be any worry about potential downtime or problems due to miscommunications during handoffs. We are able to install our endpoint management and security software without causing any downtime for your business.

At Vox Connect, we use a state-of-the-art ticketing system to manage all support requests. There are two methods for how we receive support requests:

  • The first method is via alerts that we receive from monitoring computers and network equipment. Alerts will automatically create a ticket in our system and allow us to address the problem without having to involve the client, unless client intervention is needed.
  • The second method is directly from the client via live chat, phone, or our ticket system. Our technicians, not a receptionist, answer support requests live, and start working on the support request immediately. After the support request is received, our Tier I Help Desk will either handle it themselves, or escalate it to our Tier II or Tier III team for further resolution. The ticket can be updated by replying to the ticket email, logging into the portal, or calling our help desk directly. All communication is documented and the ticket is not closed until the client has confirmed the issue is solved.

The project manager will perform a technical assessment of your IT infrastructure and recommend upgrades and improvements to ensure you are running at peak performance. Some of these items may be accomplished under the Infinity day-to-day support plan, while others (such as a server replacement) will require a separate project estimate. All projects are estimated with a flat-rate labor cost to prevent any unexpected costs after the project approval.

We don’t nickel-and-dime you every time you need a service. Our technology service solutions include everything you need at an affordable, predictable fee. Some computer service companies have several confusing packages or will charge you as you go, depending on what service you’ve used that month. Vox Connect’s flat-rate fee is transparent and easy to understand, making it easier to budget.

Vox Connect is proud to be one of the VERY few companies in the region that offer an actual Chief Technology Officer (CTO) as opposed to a “Virtual CIO” like many of our competitors. This type of personal service provides you consistent, unbiased, expert consultation on your most important business investment — technology.

We provide each of our clients, regardless of size, a Quarterly IT Business Review. While most services providers have some sort of client review process, very few do anything other than provide a listing of the status quo. At Vox Connect, QBRs are in-depth and always performed by a qualified Customer Services Manager who discusses your level of customer satisfaction, any new business requirements, your budgeting issues, and how best to utilize technology to provide maximum ROI.

If you’re unhappy with our services, you have the option to terminate your contract. Simply give us 30 days to remediate whatever it is you’re unhappy about. If after that 30 days you are still not satisfied, you’re free to cancel your contract with no penalties whatsoever. It’s that easy.