Technical support services

Life is easier if you know who to call when something breaks or you need to upgrade your capabilities. From proactive growth and maintenance to reactive support, Daugherty Technology Consulting provides support on a project basis or ongoing, managed services.

Small businesses need a broad spectrum of support services. Our expert engineers have training and certifications to meet every request. We work across platforms and are not tied to any one equipment or software vendor (so we’ll never try to sell you on a system just because we support it).

Some of our popular technical support services include:

  • Assessment and purchasing of equipment
  • Workstation support: desktop, laptop, tablets, mobile devices
  • Malware and anti-virus implementation and support
  • Helpdesk support
  • PCI (payment card information) support and PCI compliance
  • Small business data security
  • QuickBooks and financial software consultation
  • Windows/MS Office implementation and support
  • Operating system (OS) and application installation and troubleshooting
  • Network and server support and upgrades
  • Windows, Hyper-V, VMware support
  • Malware and anti-virus product evaluation, implementation, testing, and resolution
  • Software research, procurement, and implementation

Daugherty Technology Consulting makes it easy for small business owners to budget for technology needs by providing support both on a project basis and as a managed service.

  • Project work is billed hourly and may include repairs, new installations, assessments, and other one-time engagements. Every project includes a project scope agreement so you feel confident about the timeframe and deliverables.
  • Managed I.T. support allows you to feel confident your company’s I.T. needs are covered around the clock for a fixed monthly fee. Managed service contracts span one year and include service level agreements (SLAs) based on your company’s unique demands.

Have a question about technical support? Need an I.T. expert on your side? Contact us now.

From the field: Why dealing with vendors shouldn’t be an afterthought

Bob Daugherty shares insights from three decades as a trusted I.T. professional

Over the years, I’ve worked with all kinds of vendors: software vendors, hardware vendors, consultants, office suppliers and all sorts of other business service providers. Like everyone else, I made a few mistakes along the way, and now I get to make sure they’re not repeated when helping my clients deal with their own vendors.

When I directed I.T. strategy for a large CPA firm, one of the largest vendor agreements I was responsible for was the firm’s copiers and printers. As with any large firm, a lot of equipment meant I had to juggle a lot of factors when making any decisions. I’ve gone through this copier/printer agreement process several times over the years and I’ve learned a lot that isn’t covered by most vendor- management guides.

One mistake I made early on was not reading the fine print. Our firm was thrilled to be able to budget a four-year, fixed-cost solution for our copier/printer needs. Well, the contract didn’t quite happen the way it was promised.

One thing that wasn’t brought up during this process—and, we discovered later, was buried in the fine print—was that the vendor could increase the “per click” cost up to 15% each year. There went the four-year budget.
Another thing I missed during this process was how the contract ended. When we changed vendors, we discovered the vendor had sold the lease for the equipment to a company in California. At the end of the contract, it became our responsibility to ship the copiers to California—at a cost of over $3,500, since the firm was in Kentucky. We also learned the hard way about the hard drives in our leased copiers. The drives stored our data, so we needed to make sure they were wiped or destroyed. We thought the copier company would provide a standard wipe service for a small fee. At the end of one contract, though, we discovered the vendor didn’t have a wipe process that met our requirements. We had to have the drives removed and destroyed, and arrange to replace them at our cost.

There are a few lessons learned from this one experience:

  1. Ask questions about consecutive-year pricing changes
  2. Understand what happens at the end of the agreement
  3. Assume the highest cost and work that into your budget or make it part of the deal

As part of the next agreement, I was able to lock in costs for the length of the agreement and get the end-of-agreement cost removed or covered by the vendor. This saved my firm a lot of money and made it possible to budget correctly.

Read more of Bob Daugherty’s thought leadership in the Daugherty Technology Consulting blog.

From the field: The risk of digital records mismanagement for small businesses

Bob Daugherty shares insights from three decades as a trusted I.T. professional

Many firms struggle with document retention: What are the legal rules? How long does my company want to keep records?

The real problem with having an inadequate retention policy (or none at all) comes into play if your company gets dragged into a lawsuit and you’re forced into the discovery process. One often overlooked area is the company’s backups. Whether paper or digital, all records are subject to the same rules. You may find that your “keep everything for seven years” plan is actually retaining records much longer than that.

A colleague of mine ran into an unusual and costly problem related to backups. His firm had forgotten to destroy old digital tapes from the backup system it had replaced many years prior. The backup tapes were easy to access but, unfortunately, the firm no longer had the necessary drives or software to read them. That wasn’t an excuse the court was willing to accept for not including those tapes in the discovery process of a lawsuit. My colleague had to find and buy a long-discontinued tape drive and license a copy of the outdated software simply to be able to read those tapes. It turned out—after all that cost and time—nothing on the tapes related to the court case they were looking into. If only the firm had destroyed those tapes when the required retention period had originally expired!

Read more of Bob Daugherty’s thought leadership in the Daugherty Technology Consulting blog.