The most common bad review of any IT company in 2026 is some version of the same sentence: “I called and nobody answered.” Close behind it: “They told me everything looked fine on their end.” And right behind that: “That’s out of scope.”
We built our service desk to make those three sentences impossible. This is what actually happens when you call (775) 772-6134.
Minute zero through one: a real person picks up
Calls during business hours go to a Reno phone, and someone answers. Not a queue. Not an automated tree. Not a chatbot. The reason is simple: the most common reason a small business owner calls an IT company is because something is on fire, and the difference between picking up on the second ring and letting it go to voicemail is the difference between “we’re handling this” and “I’m calling somebody else.”
After hours, the phone routes to an on-call engineer, not voicemail. If you reach voicemail, something has gone wrong on our end, and that’s our problem to fix.
Minute one through three: we ask three questions
The first question is “Is the whole company down, or just you?” That sets priority. A whole-company outage gets every available hand. A single-user issue gets the next available engineer.
The second question is “What were you doing when it broke?” This is the most useful question in IT support. Nine times out of ten the answer points straight at the cause. “I was opening that PDF the client just emailed me” tells us almost everything we need to know.
The third question is “What’s the impact?” If you’re sitting next to a customer who can’t pay their invoice because the card reader stopped working, that’s a different ticket than “the printer is being weird.” Both get worked. The order is set by impact.
Minute three through ten: real triage, not “let me check”
By minute three you’re looking at a screen. We’re either remoted into your computer, into the firewall, into the Microsoft 365 admin center, or into the monitoring dashboard, depending on what broke. We don’t say “let me look into it and call you back” as a stalling move. The first ten minutes of the call are when most issues either get solved or get categorized correctly so the right person picks them up.
If we can’t fix it on the first call, we tell you that on the first call. We tell you what the next step is. We tell you who’s working on it and when you’ll hear back. Then we actually call back.
What “out of scope” means here, and what it doesn’t
The phrase “out of scope” got a bad reputation because some IT companies use it as a shield. “That’s out of scope, that’ll be a separate invoice.” We don’t do that.
What “out of scope” actually should mean is “this isn’t what we agreed to cover, and here’s what it would take.” If your monthly plan covers your office network and your laptops, and you call us because your home WiFi at the cabin in Truckee is acting up, that’s out of scope — but we’ll tell you that in the first sentence, give you a quick read on what’s probably wrong, and quote the work if you want us to take it on. No surprise invoices.
The rule we follow is the one we wish every IT company followed: nothing on your bill should be a surprise.
Three priority levels, written down
We use three levels because four is too many to remember and two is too few to be useful.
P1 — the company is down. Email is broken for everyone. The internet is out. The phone system is dead. The file server is offline. Every available engineer drops what they’re doing. Target response: under fifteen minutes during business hours, under thirty after-hours.
P2 — one person is down or one app is broken for many people. Someone’s laptop won’t boot. The CRM is throwing errors. The conference room display won’t connect. Target response: under one hour during business hours.
P3 — it’s annoying but you can keep working. A printer is being slow. A user’s password reset request. A “can you walk me through how to do X” question. Target response: same business day.
Every ticket gets a priority. Every priority has a target response time. The targets are written down in our service agreement, not invented mid-call to manage your expectations.
What happens after the call
Every call becomes a ticket. The ticket gets a number. You get an email. The email has the next steps written in it.
When the ticket closes, you get another email with what we did, what we changed, and what we’d recommend you watch for. If a recurring pattern shows up — three printer tickets in two weeks, four “can you reset my password” tickets — we flag it as a root-cause project, not just a series of one-off fixes. The Project Soul of how we run a service desk is one we got from a Reno client years ago: “Same problem fixed once, not three times.” That’s the rule.
A note about who actually answers the phone
Our team is small. Trey runs the company. The engineers who answer the phone are the same engineers who set up the network. The dispatcher is a real person who actually lives in Reno. Nobody on our team is reading from a script in another time zone. When you’ve been working with us for six months, you’ll know everyone’s name, and we’ll know your network better than you know it.
That’s the difference. The customers we keep the longest are the ones who say some version of “I just call you, and it gets handled.” That’s the design.
Get a Free Assessment — we’ll spend 30 minutes on your office network, identify the top three things you’d call about in the next quarter, and tell you what we’d do about them.
Call (775) 772-6134 — try the phone test. We’ll pick up.