How fast can someone be onsite?

A straight answer, because this question usually gets a vague one.

Managed agreement clients, critical system outage: onsite within one to two hours, depending how far you are from us. In practice most of our clients see somebody inside an hour. We are at 4237 Salisbury Road in Jacksonville, so the drive is shorter for Jacksonville and Orange Park than it is for St. Augustine, Green Cove Springs or Fernandina Beach, and the commitment reflects that honestly rather than quoting one number we could not hit everywhere.

Break-fix and hourly clients: best effort. We will come, and we will get there as soon as we can, and we are not going to pretend that is a commitment. Contract clients come first when both need us at the same time. That is the arrangement they are paying for and we think being clear about it up front is better than discovering it during an outage. If guaranteed onsite response matters to your business, that is one of the better reasons to be on an agreement rather than hourly, and there is a whole topic in this knowledge base on that decision.

Two things worth understanding about onsite, though.

First, the fastest fix is usually remote. Driving to you takes an hour that somebody could have spent fixing the problem. We start remotely while the drive is being arranged, and a fair number of apparent onsite jobs are resolved before anyone arrives. That is a better outcome than a prompt arrival, not a worse one.

Second, onsite labor is covered by your agreement. Managed clients do not pay hourly labor for a visit, only a flat trip charge, so you are never weighing up whether a problem is worth the clock running. We would rather come and look at something than have you talk yourself out of asking.

For scheduled work rather than emergencies, visits are planned around your week rather than squeezed in. Managed clients in the outer counties get scheduled onsite time as part of the agreement so that the routine work is not all done remotely, and there is an article about that in the Nassau County topic.

What we cannot do is be in two places at once, and on the rare day when two clients are down simultaneously, somebody waits. When that is you, you will be told it is happening and roughly how long, rather than left to wonder. We have six people, which is enough to cover a bad morning and not enough to pretend otherwise.