Frequently Asked Questions
What is the difference between AppleCare and OnDeckTech?
What is the scope of services provided by your Mac Help Desk?
Will you take care of my Windows computers, too?
What kinds of people use OnDeckTech?
What kinds of companies use OnDeckTech?
Do you provide on-premise /on-site Mac help?
Do you have any testimonials for your Mac Help service?
What questions should I ask a prospective Mac consultant?
What is OnDeckTech?
Founded to deliver Availability, Responsiveness and Expertise, OnDeckTech is a professional services company delivering end-to-end technology consulting, hosting, deployment, training and support solutions, including our signature, international, help desk where you can reach Apple-certified professionals by toll-free phone from 7 countries, text and even video chat globally 24 x 7, even holidays. Take advantage of our next generation remote access and screen sharing service to allow our team to securely share our screen with you, diagnose your computer problems, and with your permission, even share your screen.
Whenever you are, wherever you are, contact us for help. If you are in an area we don't yet service with on premise (onsite) consultants, and you need more help than we can provide remotely, we will do our best to find a certified professional to assist. Headquartered in Chicago, the company delivers a 30-day, 100% money-back satisfaction guarantee for computer consulting provided to individuals and families at home and organizations of up to 10 employees. Based on anonymous, electronic surveys, we maintain greater than 95% customer satisfaction. We're proud of the 5 star ratings we've earned.
What does OnDeckTech sell?
OnDeckTech's primary service is unlimited remote, Mac-focused trouble-shooting to people and organizations by toll-free telephone, text and video chat, e-mail, remote access & screen sharing for a flat, annual fee per person. The company also provides on-premise Apple expertise in certain markets, both for residential and business customers. We have served F500 customers, the largest federal government organizations, schools, small business and homes since New Years, 2005. Prior to that, the founder of the company first was President of Applecore consulting starting in 1992, and later service business manager for the flagship Apple Store on North Michigan Avenue.
What is the difference between you & AppleCare?
OnDeckTech recommends AppleCare, as for any reason other than accidental damage it not only guarantees free genuine Apple parts as needed for 3 years from time of computer purchase, but also provides access to Retail Store Genius Bars, and telephone support from 8AM to 8PM Central Standard Time (CST). We also know from experience that Apple customers are simply more satisfied with the Apple experience when they buy AppleCare, in spite of the extra cost, as it delivers convenience just when you may most need it, during times of crisis.
AppleCare only covers Apple products. In contrast, OnDeckTech delivers:
- a broad range of turn-key business consulting solutions including systems administration, hosting, security, backup and others,
- support for a broader range of products, specializing in making Apple work with other technologies such as Windows and Linux,
- international phone, e-mail, text and video chat support outside of the hours of AppleCare, including nights and weekends, 24 x 7, and holidays,
- global remote access / control distance learning & diagnostic solutions,
- optional on-premise at home service,
- optional on-premise at work service,
With OnDeckTech, you have an knowledgeable advocate in the technology world. You can forget finger pointing with us, because it's within the scope of our support to advocate for you. If we don't know how to do it, we will find out together, 24/7/365. In a world that changes as quickly as ours, we feel this is the best way to serve you. Our past experience enables us to get up to speed on the latest technologies more quickly, and arrive at good solutions for you efficiently.
What's your scope of service for remote support?
No more per incident fees! Ready for unlimited, 24x7 trouble-shooting available as you need it?
Our Help Desk plans, available separately for people at home or at work, are associated with people, instead of computers, unlike many other tech support plans. This means when you buy a plan it applies to you, not your computer(s)! If you travel, or buy a new computer, your plan travels with you. If you own 6 computers and 3 PDAs, we'll help you as you need it. Please note that you may not use our help desk plans to support other people, and the computers of other people.
Our Help Desk support packages are meant only to provide diagnostics and fixes to specific, discrete computer software problems. Our scope of service includes the usual suspects for desktop trouble-shooting, including Apple's OS X 10.3, 10.4, 10.5 and later, basic networking, Airport and wifi setup and diagnostics, desktop font management, Internet connectivity, .Mac, Microsoft Windows XP and Vista, the Microsoft Suite including Word, Excel, Entourage and Powerpoint, Windows XP or greater, Keynote, the iLife suite including iMovie, iWeb, iPhoto, and iTunes peripherals including printers and PDAs, Mac-Windows networking, basic maintenance, backup and upgrades, software included with Macintoshes released after 2004, basic support for the Adobe application suite including Photoshop, Acrobat, InDesign and Illustrator, and most modern web browsers and e-mail clients.
Our team has diverse experience from which to draw, if our Help Desk can't help you immediately, we will research for you, or optionally escalate your problem to a Tier 2 or Tier 3 specialist at OnDeckTech for a solution. Optional training and other services are available outside of the scope of help desk and monthly support plans, including server, remote access/control and on-premise technical support. Custom plans and support for specialized software is available.
Residential Individual plans include support for up to 2 individuals living at one location, in one apartment or home together.
Residential Family plans include support for up to 5 individuals living at one location, in one home or apartment.
Business Plans include support for 1 person only. So, for instance, if you have two people who would like to open trouble tickets and get support from us, you'd require 2 Business Plans. If you have 20 people that need unlimited access to our help desk, you'd purchase 20 Business Plans.
Want to try us out? We have trial accounts available that give you a week of unlimited access to our Help Desk. Call us at 888-663-3250 for Mac Help.
Do you do Windows?
With one exception, we will only assist with Windows desktop support when it is in conjunction with supporting Macintosh desktops and/or servers. We will only work with Windows servers when it involves Active Directory integration projects, such as AD/OD work, in which we have developed substantial expertise. Yes, this does mean if you have a Windows system at home with your Mac, too, that we will help move data between your systems! :)
What kinds of people use OnDeckTech?
We commonly help people who know very little about technology, although they may be experts, and even at the top of their respective fields. And, it's also common for us to assist people who know quite a bit. We have a few technologists who use us... we take care of their friends and families, and sometimes even some of their customers. We're available 24/7 to assist with many of the aspects of technology that experts find mundane and ho-hum. We're the Courage in the Face of Technology for our customers, whether they're retired, working professionals, and anyone who needs reliable, patient trouble-shooting and empathetic advice, and doesn't want to pay every time to pick up the phone.
What kinds of companies use OnDeckTech?
We have helped many different types of organizations with their Macs. Current customers include libraries, advertising and marketing firms, technology businesses, colleges and other higher education, public and private lower and middle schools, hospitals, city, state and federal governmental organizations, doctors, lawyers and other kinds of professional partnerships.
Will you visit me to deliver Mac support?
If you're located in Chicago or its surrounding suburbs, yes! We also regularly deliver onsite Mac support to DC and its suburbs, New York and New Jersey, Miami, Florida and Dallas, Texas. To qualify for on-premise support, you must be an existing customer in good standing of one of our help desk services, either business or residential. Our standard rates are in our service agreement.
Do you have any testimonials?
Select testimonials for our Residential and Small Business Mac help services. Please note we do not list full names here without written approval.
March 4, 2007
Subj: Thank you!
I wish to thank Chris for helping helpless me out this morning. I really love your company - always willing to help no matter what the problem. You have always been able to walk me through my tech problems. The assistance has always been provided by good natured efficient technicians. thank you so much. Sincerely, Linda Dinn
January 6, 2007
Jay--THanks
Jay--you guys are good
Jay--we look for tech guys who "eva[n]galize"
November 30, 2006
Subj: Outstanding Personable Service -Thankyou
The Boss, I saw a small classified add for Mac-support in the Reader and/ or ILL. Ent. about your service and since then i've called for various questions. I have been given great service cocerning some odd question that your emloyees have gone way out of there way to find out the answers to. They gave me what i needed and then some.
Tonight i called again and Chris answered every question with professional patience and up beat optomism and he downlooded new information to help me more effectively. I am a non computer guy person so the patience was welcome. Needless to say I'm sold on your company and it's cconsistency and in Jan. I will be joining to recieve at least 1 year of service.
Thanks for the pro-help.,
–Matt, Mt. Prospect, IL
November 15, 2006
Subj: You're great!
I like working with Andrew because is very patient and understanding with me. Thanks for having such a great team!
– Courtney
October 31, 2006
Subject: Re: Onsite visit this afternoon from OnDeckTech
Thank you for the wonderful visit yesterday, I was very happy with our session and was working on my ipod last night. My computer is much faster with the adjustments you made. I have also been extremely happy with the phone support.
Please give Daniel my check to add on the home visits for the next year and I should be all set.
Also, could you please copy this e mail to him to let him know how happy I am with OnDeckTech!
Happy Halloween, Janet
March 13, 2005
Subject: Re: OnDeckTech delivers Mac support by subscription
Thanks for your follow up and I certainly can attest to the very fine service your company provides. I recently subscribed to your yearly individual plan and had my 2 hour onsite visit just a few weeks ago. I had purchased a Mac mini and wanted to have it set up wirelessly with the additional ability to use my HDTV as a monitor.
I am not completely unknowledgeable about all the newer technology but let's just say not totally confident when it may involve compatibility issues, configuring hardware or software especially since this was my first Mac. So I also needed basic information on the OS and applications. Those two hours flew by but it gave me all the confidence I needed and you can bet I will contact you folks if I run into anything I am not comfortable with. Your service was outstanding and I was very impressed. Everything I expected to have done was accomplished and more.... and it worked!
I will most assuredly be in contact for future help and advice as well as recommend your company to anyone that may need your services.Right now I am in the middle of running my business, trying to iron out a Internet project that I have in mind and update my web site! The Mac mini and the iLife software will not only be a big help for my personal use but also hopefully a great help for my business and my Internet "plans". So gazing into my crystal ball, there may be upcoming needs for help in iMovie, iPhoto and maybe .Mac. And it looks like I may have to break down and get a cell phone too. Then there are all those unforeseen things the crystal ball won't pick up!
Thanks again for the terrific service, it is a pleasure to see. And I will be in touch.
Best regards and wishes for continued success,
Joe Bielat
December 3, 2005
Subj: thank you
This evening I want to let you know that I'm very happy with your services and the performance my computer after Ed's repairs.
–Juan
November 23, 2005
I can't say enough good things about you! I had already intended to mail you a letter in regard to your great service and "representation of the company". Great team members like Bill are why I'll continue to always do business with you.
– Sol
August 14, 2005
I'm not sure my wife responds to me as quickly as you have tonight.
Especially on a Sunday.
Certainly it's great to hear from you so promptly, though I guess I'm
now concerned you might be working too much -- even if it's on my
behalf.
This kind of service is why I urged my wife to have us join your
client list. I feel reassured from your message. I also want to add
how good the guys from your shop have been, from being prompt to
working conscientiously and thoughtfully.
Apple ought to thank you for extending the brand with service.
Cordially,
Ron
What questions should I ask a Mac consultant?
1. What are your certifications?
We have more people Apple-certified than most consultants have in their entire organization, and also have Red Hat, Microsoft and Cisco certifications. Our team is incentivized to continually train and retrain, which means you get reliable support, when you need it.
2. How do you ensure service quality?
We have rigorous training, documented SOPs, anonymous after-service surveys among other performance management systems, and a 30-day, 100% satisfaction guarantee. Additionally, we adhere to the guidelines for ethics and operations of the Apple Consultants Network (ACN), the Independent Computer Consultants Association (ICCA), and the Better Business Bureau (BBB).
3. How do you track work performed?
In addition to an enterprise database, we have an online trouble-ticketing system that not only enables you to see work performed, but also add and update your own tickets. This means you can monitor our performance easily, never wonder what work has been performed, when and how much you may be billed for it, and when you should expect to get billed again. We strive for a transparent system that puts you in command.
4. What are your fees?
In addition to a low, simple rate structure, we cover hundreds of square miles free-of-travel charges, and even if you are subject to travel fees, we are likely to be your less expensive alternative. This means you're getting top-notch reliability affordably. In addition to our competitive on-premise consulting rates, and innovative server maintenance plans, where else can you get 24x7 unlimited trouble-shooting for as little as $199/year/person for residential customers, and $299/year/person for businesses?
5. How do you manage security and confidentiality
Our customers' confidentiality is critical to us. We have a privacy policy, and understand, from parents who are understandably protective of the people to whom their children are introduced, through well-known personalities and executives, in addition to sensitivity training to assist people with demanding needs and responsibilities. We will not even use your name with anyone else without obtaining your permission.
6. How is your company managed?
Our owner not only has an almost 15-year track record of building #1-rated technology businesses supporting tens-of-thousands of customers, but also helped open the most-trafficked Apple Store in the world on Michigan Avenue, managed the award-winning Genius Bar there for almost 2 years, is an Apple Certified Systems Administrator, CompTia Network+, Cisco-certified Network Associate and has completed a Masters. He has an open-door policy for customer contacts.