How fast TechBit Solutions answers, and when
TechBit Solutions answers in minutes during support hours of 5am to 8pm Mountain, Monday to Friday, in English or Spanish, with an after-hours line that reaches a person rather than a recording.
The short answer
TechBit Solutions answers in minutes, not hours. During our hours a person picks up the phone and starts on the problem while you are still describing it.
That is the whole reason this business is set up the way it is, and it is the thing we would most like you to test before signing anything with anybody.
Support hours
- Monday to Friday, 5am to 8pm Mountain: full support on (915) 629-8888
- Outside those hours: the after-hours line at (915) 253-9757 reaches a person
- Language: English or Spanish, on either number
The 5am start is deliberate. Construction crews, warehouses, clinics and distribution operations in this region are working well before eight, and a provider who opens at eight is two hours late for a large part of El Paso.
How we classify what you report
Not everything is an emergency, and treating it as though it is would mean nothing gets prioritized. When you call we agree which of these it is.
- Stopping the business: nobody can work, or a whole site or system is down. Everything else waits.
- Stopping a person or a team: somebody cannot do their job, but the business is running.
- Annoying but survivable: it works, badly. Scheduled rather than dropped everything for.
- A request: a new starter, a new machine, a change. Planned with you.
You are part of that decision. If you tell us a filing deadline or a shipment is at stake, that is the classification, and we do not argue about it.
Response time is not resolution time
Every provider that publishes numbers is publishing response times, and it is worth understanding what that means.
Response time is how long before a person is working on your problem. Resolution time is how long until it is fixed, and it depends entirely on what broke. A password reset and a failed server are not the same job.
We commit to the first one because it is the part within our control. We will always give you an honest estimate on the second one rather than a comfortable one.
The after-hours line
The number is (915) 253-9757, it is on this site because we want you to use it, and it reaches a person rather than a recording.
It is for things that cannot wait until morning: a site down, a security incident, a system that has to be working before a shift starts. Anything that can wait is better dealt with in the morning, when the whole team is available.
Why minutes is possible
There is no clever technology behind this. The design is simply that a call reaches somebody who can act on it.
- A person answers, not a menu or a form
- The people answering are in El Paso and can be at your office the same day
- Monitoring means we often know about a problem before the call comes
- Documentation means whoever answers knows what your environment looks like
The last one matters more than it sounds. Most of the delay in IT support is somebody working out what they are looking at.
What to have ready when you call, and what we can and cannot do remotely, is on the get support page.
How to reach us
Call (915) 629-8888 during our hours, or (915) 253-9757 outside them. There is no contact form on this site, which is deliberate.
See also get support, contact, and managed IT services.
Questions we get asked
Minutes sounds unrealistic. How is it possible?
Because a person answers the phone instead of a form creating a ticket. Most of the delay in IT support is not the work, it is the wait before anybody looks. We removed the wait, not the work.
What if everybody calls at once?
Then the fourth caller waits longer than the first. We are describing how we are set up and what we hold ourselves to, not claiming physics does not apply.
Is the after-hours line a voicemail?
No. It reaches a person. If it went to voicemail we would not put it on the website.
Do you charge extra for after-hours?
Ask us when we quote. It depends on the agreement, and we would rather give you a straight answer for your situation than a general one here.
What if we need somebody on site?
We are in El Paso, with four staffed offices spread across the city — Central, East Side, Upper East Side and West Side — so wherever you are there is one near you. For most of the service area that is a drive rather than a scheduling exercise. We tell you when somebody will arrive rather than giving you a window that covers the afternoon.