How Support Works
Tevis Engineering Solutions uses a structured process so every request has clear scope, expected response, and documented next steps. This keeps support fast, transparent, and predictable for both one-off and ongoing clients.
1) Intake and Triage
Every request begins with a simple intake so support can be routed correctly and prioritized quickly.
Step A - Submit Request
Use the website contact form with issue details, urgency, and best contact method.
Step B - Initial Review
The request is reviewed and classified as support, consultation, or engineering scope.
Step C - Response Plan
You receive recommended next actions, expected timeline, and billing method before work begins.
2) Scope and Service Boundaries
Included in Support Plans
- Troubleshooting, maintenance, optimization, and IT administration
- Device and account setup, security hygiene, and recurring support tasks
- Remote and local support within agreed service terms
Moved to Engineering Scope
- Custom design and build efforts with formal deliverables
- Novel hardware/software development and prototype projects
- Milestone-based work requiring SOW and change-control process
If scope changes midstream, work is paused and transitioned through a documented change order before continuing.
3) During Active Support
- Support time is planned around your operating rhythm: we can designate one or two recurring service windows each week where time is either reserved for proactive work on your business systems or held as an on-call help desk window for live issue response.
- At kickoff, we agree on how paid hours should be split between planned execution and reactive support so effort tracks your immediate priorities instead of a rigid template.
- Status updates are provided as work progresses, especially for blocked items, and approvals are requested before major changes or overage hours are used.
- You receive an executive summary report for each service period that highlights top issues faced, business impact, what was completed, what remains open, and recommended next actions.
- Detailed ticket reporting includes ticket count by category, resolution notes, time spent per ticket, and a clear hours-billed breakdown so invoice line items map directly to work performed.
4) Billing and Follow-Through
- Accepted payment methods include PayPal (including credit card checkout through PayPal), cash, check, and Venmo.
- Billing follows the selected plan terms (hourly, weekly, monthly, or milestone-based), with invoices containing a clear description of work performed and service period.
- Payment terms align with the pricing sheet: weekly invoices are net 7, monthly support invoices are net 15, and project milestone invoices are due on issue unless otherwise documented in writing.
- Recurring clients receive periodic account reviews to confirm whether service load is trending above or below expected volume and to adjust support level, cadence, or discount opportunities where appropriate.
- Follow-through reports identify repeat pain points and escalation patterns, with recommendations for targeted training, process changes, or higher-tier support to reduce future disruptions.
Frequently Asked Questions
How does your IT support billing work?
You can choose a flat-rate monthly managed plan or pay as you go by the hour. Our standard rate is $80 per hour with a one-hour minimum, then 10-minute increments. Every engagement is scoped and quoted up front, so there are no surprise bills.
How fast do you respond?
Standard response is within one business day. Managed-plan clients get priority, and many remote issues are resolved the same day. For a business-down emergency we do everything we can to get you working again fast.
Do I have to sign a long-term contract?
No. Managed plans are month-to-month, and you can also work with us hourly with no plan at all.
Do you support both remote and on-site work?
Yes. We are remote-first for speed and come on-site across the Cleveland area whenever hardware needs hands-on attention.
What if I only have a one-time problem?
That is fine. You can hire us hourly for a single issue without committing to a plan.
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