Frequently Asked Questions

How do I get started?
Schedule Onboarding or Use the Contact Us link to get started.

What is included in Onboarding?
Onboarding will enable us to learn about your unique business needs so that we can provide the best support possible. In addition, we will apply the necessary configurations to your hardware so that we can deliver the best support experience possible.

Once Onboarding has been completed, any time you need IT support, submit a request on our support site (mmmaven.freshdesk.com) or send us an email (support@mmmaven.com). Please provide as much information as possible.

How will this subscription lower my overall IT costs and time?
Through our Plus and Advanced subscription, you will work directly with an IT Pro with extensive experience, you can quickly resolve issues that you encounter with IT in your small business.

We will serve as your front line to ensure that you don’t lose time trying to figure out what to do or spending money on expensive IT Consultants who bill you hourly for work without solving your problem. If we don’t know the answer, we will tell you upfront and we won’t charge you for the time that we spend finding the answer.

If the issue requires a higher level of support, we will direct you to where you can go to get the issue fixed. We may offer Enhanced Support services to fix your issue. If we attempt to fix your issue thru Enhanced Support and fail, you will not be invoiced for the service.

What types of issues can I utilize this service for?
We can advise you in all things IT. In most cases, we have Enhanced Support services that can be leveraged to solve your issues. In some cases, we may refer you to another Provider whom we know is the best way to get your issue resolved.

What support is included in the subscription?
Our Plus and Advanced subscriptions provide you with the ability to speak with an IT Pro to receive general technical guidance and a triage recommendation (if needed). Our goal is to get you to a solution as quickly as possible.  Sometimes this means providing you with instructions or information so that you can resolve the issue on your own. Other times, this means making a recommendation of the next steps that you should take.   

What is Enhanced Support?
In some cases, your issue or need may require Remote or Onsite technical support. If we believe that we can fix the issue that you are having, you will be given the option to leverage our Enhanced Support services. Hourly and a la carte rates are available depending on the nature of the issue.

All of our subscriptions provide access to Enhanced Support services.  

What are the costs associated with Enhanced Support?
We be happy to share our rates with you. We only offer Enhanced Support services for our subscribers. We offer a discounted rate of $75 per hour for prepaid Enhanced Support services. Our standard rate is $125 per hour.

How do I pay for Enhanced Support services?
Invoices will be delivered after successful job completion. Invoices must be paid in full within 30 days of receipt.

Do you provide services for all types of businesses in all areas of the country?
We cater specifically to very small businesses (typically 20 employees or less) within the Indianapolis area who don’t have a full-time IT resource on payroll.

Do subscriptions renew automatically?
Yes, subscriptions renew automatically.  However, you can cancel your subscription at any time.

What if I am not happy with the service that I receive?
Your business is extremely important to us.  If we aren’t delivering value to you and your business, then we’d like an opportunity to address your concerns and retain you as a valued client. Please email alacy@mmmaven.com with any feedback or grievances that need to be addressed. 

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