When your company grows to 100+ employees, getting your own IT department may be a no-brainer. While you're getting there, it's tough to cost-justify the $85,000+ in salary and benefits a single full-time IT employee can cost. Especially when there's IT MAX Support.

IT MAX Group's flat-fee IT support service is designed to help small and medium businesses to achieve the same level of user support and infrastructure management that larger companies enjoy with full IT staffs. When you sign up, you get a team of experienced consultants that can handle anything from simple user requests to work-stopping emergencies -- at a fraction of what it would cost you to go out and hire an outside contractor who charges by the hour.

How does IT MAX Group support my systems and equipment?

IT MAX Support is delivered as a combination of remote and onsite services.

Most user and server problems can be diagnosed and resolved remotely by using a secure remote access technology to view or gain control of the machine in question. This option provides much faster problem resolution than onsite visits and can be used to support a distributed workforce, so we try that first.

In cases when quick remote resolution cannot be achieved, or when the situation otherwise mandates our onsite presence, an IT MAX consultant or team is dispatched to your office to deal with the issue.

If we have a problem, how do I ask for help?

You can submit a trouble ticket in three different ways:

• Call us at 888 77 ITMAX
• Send an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it
• Submit a trouble ticket online at support.itmaxgroup.com

Your request will be automatically assigned to an IT MAX consultant, who will be in touch shortly.

What are typical response and problem resolution times?

Once you submit a trouble ticket, an IT MAX consultant can usually respond within 2 hours. Some problems can be resolved on the spot; others will require more in-depth troubleshooting. Here are some target problem resolution times:

• Minor/localized issue (one that doesn't affect work): 48 hours
• Moderate issue (one that makes it difficult to perform work or affects several users): 24 hours
• Critical issue (one that stops work at your office and is widespread): 6 hours

What is NOT included in IT MAX Support coverage?

IT MAX Support is not an extended warranty policy for your hardware. We will troubleshoot and maintain your servers, PCs and printers to ensure they work as advertised and we will install some replacement parts if they are provided by the manufacturer as part of a warranty claim, but we do not cover the cost of these parts or replacement hardware. Here's a more detailed list of what is not covered under your IT MAX Support plan:

• Cost of parts or replacement hardware
• Software other than IT MAX Group's diagnostic and remote access tools (this includes any security and office applications)
• Support of PC applications other than the operating system and the Microsoft Office suite

How do I get started?

The sign-up process is very easy:

1) First, contact an IT MAX Group consultant to receive a detailed quote. You may qualify for additional savings based on your existing infrastructure, IT support capabilities and the number of computers, servers and printers at your office.

2) Next, our consultant will come out to your office to get a better understanding of your environment and the state of your hardware and networks. If there are any acute problems that will prevent us from properly supporting your systems, we will advise that these be resolved before your IT MAX Support coverage goes in effect.

3) Lastly, IT MAX Group will take full inventory of the covered hardware, document all settings and network configuration, place ID tags with support information on every covered computer, and install the software necessary for our consultants to provide remote troubleshooting and support.