Logic Repair's Transition to a Subscription-Based MSP

Overview 

Logic Repair has recently transitioned to a subscription-based Managed Service Provider (MSP) model. This change does not affect the way we deliver support but alters the payment structure, enhancing the value we provide to our customers through improved support and services. Moving forward, please contact us via our website: www.logicrepair.net. 

Automated Emails 

You may have noticed an increase in automated emails from us. This is due to the implementation of new systems designed to better support our customers. 

New Systems Implemented 

• Freshdesk: An omni-channel ticketing system allowing contact via Twitter, Facebook, email, or our website. This system helps us prioritize your requests efficiently. 

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• FreshService: Used for escalated level 2 support, this system handles onsite and remote service requests, incidents, problems, projects, and purchasing. 

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• Fresh Chat: Provides in-service chat support in case of disconnection during voice or screenshare sessions. It also answers general questions while you are signed into your account. 

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• FreshBooks: Manages invoicing, billing, estimates, and project proposals. 

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• ARM Member: Our user profile and subscription service, offering a personalized touch to our support. 

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• Unifi Talk: Our VoIP/SMS PBX communication system. 

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• Microsoft Teams: Facilitates internal and external customer communications. 

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• PowerBI: Business analytical reporting tool that integrates multiple systems to help us improve our support. 

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• Microsoft Forms: Collects personalized feedback and information to the appropriate teams for process improvements or service improvements.

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• Zapier: Connects various systems with automation to enhance status communications, billing, and important notifications. 

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What This Means for You 

We have implemented a two-tier helpdesk model: 

1. Front Line Intake System: Handles general contact questions, issue reporting, and service ticket submissions. This system determines if your issue is billable or covered under warranty. Payment is required before escalating your ticket for service. 

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2. Personalized Account on Our Website: Allows you to book services, pay for requests, view past and current payment history, and manage your membership plan. You can track expiration dates, renew or cancel your plan, or delete your account. 

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Deleting Your Account 

Deleting your account is permanent and removes your information from all systems we use. An email will be sent to all parties to remove your account and information. 

Reward System 

We have introduced a reward system where every $1 spent earns you 2 points. These points can be used to open tickets, receive remote assistance, or schedule consultations for your next big tech project. 

Moving Forward 

When you reach out to us via our website, our goal is to make first contact within 30 minutes of your inquiry. For support inquiries via our contact form, we will address emails within standard business hours. If remote support, onsite support, or an escalated ticket is needed, a ticket fee is required to start the support process. Ticket fees can be paid on our website. 

After Payment and Requesting Escalated Services 

Once your ticket fee is paid, you can raise your own support request by following these steps: 

1. Visit the "Need Help" Page: Go to the Need Help? page on our website. 

2. Complete the "Service Request" Form: Fill out the form with the required details, including your invoice ID or receipt number. 

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3. Email Reply: Alternatively, you can reply to the email with the subject "Contact Request Received - Ticket Number#" and include your receipt number or invoice ID from your one-time support option. This will escalate your ticket for service. 

Appointment Fees 

Any onsite or advanced remote session will require an appointment fee, in addition to the services provided. The support session must be booked 4-6 hours in advance. You can schedule this on our website or provide a convenient time over email so we can block off the window of time. 

Ticket Fees 

All customers with a verified and approved account registered on our website will pay a ticket fee. This fee helps us keep operating and ensures both customer and agent engagement. 

• Cost: The ticket fee rate varies. Each support interaction is important to us, and overages of allotted time windows will be billed at the close of every service incident. One ticket fee can open as many tickets as needed within 24 hours. Remote support and on-site support have grace periods of 7 business days from purchasing the plan. Ticket fee purchases reward you with points for future discounted services and digital downloads. 

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• Reason: The fee covers our operating expenses and keeps both customer and agent engaged in the support interaction, driving toward resolution faster by keeping all communications and tasks in one place. 

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• Refunds: Ticket fees are not refundable. Refunded fees are applied as credits if the SLA is missed, resolution cannot be provided, or the customer cancels the support. Use account credits to pay for ticket fees on future service requests. 

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• Exceptions: Projects, general sales inquiries, and alerts are non-billable tickets and do not require a fee. Use the quote request, lead form, or email for these inquiries.