Frequently Asked Questions

How many users am I allowed to have, for each of your three plans?

There are no limits to the number of users under our plans. All plans are based on blocks of hours that will be used to support your users throughout the contract year. As a rule of thumb, we recommend 100 hours of support should be sufficient to support 1,000 users in a year.

Do I need to pay for a year up front for Helpdesk Services?

The short answer is yes. We offer cost incentives based on an annual contact with an upfront payment and auto-renewal. Your annual commitment allows us to better prepare our business for staffing needs (we don’t hire temps). However, if your organization needs to pay on a monthly basis, we will set up a monthly fee schedule. Monthly invoicing will result in a higher average monthly fee. We are a transparent company. If you have additional questions, please ask.

What happens if I go over the hours allowed for in the plan I purchased?

While our contracts include overage charges, we will run activity reports throughout the year and work with you to anticipate potential overages before they happen, selling you additional blocks of hours in advance to avoid overages. We are always proactive, working in the best interest of our clients.

Do you use a Tier system?

We do not use a traditional “Tier system” as most would be familiar with. We find that many end-users are frustrated by tier systems that bounce them between agents and force them to go through a script based “Tier 1” agent. All of our agents would be considered Tier 2 or higher in many support settings. Instead, we will provide end-users with one point of contact and our agents will run down a solution for the end-user by making use of all of the available resources and expertise within our company.

Do you use a Tier system?

We do not use a traditional “Tier system” as most would be familiar with. We find that many end-users are frustrated by tier systems that bounce them between agents and force them to go through a script based “Tier 1” agent. All of our agents would be considered Tier 2 or higher in many support settings. Instead, we will provide end-users with one point of contact and our agents will run down a solution for the end-user by making use of all of the available resources and expertise within our company.

What are common student problems that eLOCS addresses?

Do I need to pay for a year up front for Helpdesk Services?

The short answer is yes. We offer cost incentives based on an annual contact with an upfront payment and auto-renewal. Your annual commitment allows us to better prepare our business for staffing needs (we don’t hire temps), and it lowers the time our accounting department spends on billing issues and invoicing. However, if your organization needs to pay on a monthly basis, we will set up a monthly fee schedule. Monthly invoicing will result in a higher average monthly fee. We are a transparent company. If you have additional questions, please ask.

Do you use a Tier system?

We do not use a traditional “Tier system” as most would be familiar with. We find that many end-users are frustrated by tier systems that bounce them between agents and force them to go through a script based “Tier 1” agent. All of our agents would be considered Tier 2 or higher in many support settings. Instead, we will provide end-users with one point of contact and our agents will run down a solution for the end-user by making use of all of the available resources and expertise within our company.

What are common professor/faculty problems that eLOCS addresses?