IT Management

  • What is a support ticket?

    We manage support request with a ticketing system. This allows us to properly manage and queue requests as they come in.

  • How do I submit a support ticket?

    A support ticket can be submitted by 3 methods - emailing [email protected], loging into your client area or by calling us directly.

  • Can I call XIRGO support instead of submitting a support ticket?

    Phone support is normally reserved for priority support, however you may call in to have a support ticket created for you.

  • What is the cost of a support ticket?

    Support tickets are included in all IT Management Plans. For non customers, support tickets are defaulted to the Emergency! support ticket service that is billed at $130 per ticket.

  • What is the cost of calling XIRGO for support?

    Calling in for support is primarily reserved for priority support, however you may call us to have one of our techs create a support ticket for you which will be queued for support.

  • How can I pay my bill?

    You can pay your bill by login into our client area located at the top right of this website.

  • What methods of payment do you accept?

    We accept all major credit cards, paypal and check payments.

  • Can I get on an IT management plan without a contract?

    We currently do no offer IT Management Plans without a 1 year minimum agreement.

  • Do I have to return "The Black Box" after my contract is over?

    Yes, "The Black Box" must be returned to XIRGO upon termination of the contract.

  • Can I keep "The Black Box" after my contract is over?

    You may purchase "The Black Box" from XIRGO at the end of your contract. Please contact your account manager for pricing.

  • I'm on a management plan, can I schedule a tech to come fix our issues on-site anytime?

    On-site visits are at the sole discretion of XIRGO and will only be used once all remote capabilities have been exhausted. On-site visits initiated by XIRGO are free for our Fully Managed clients. All other managed clients get access to our reduced pricing of $80 / hour..

  • What is the cost of additional hardware installations?

    XIRGO's IT Management Plans do not include installation of additional hardware. Please contact your account manager to get a quote.

  • Are integrations free for Managed clients?

    No, all new integrations are charged with the exception of the Always-Backup service.

  • What is considered to be an integration?

    An integration is considered anytime you're looking to expand, add a new service or device to your network.

  • What happens if I add a new computer to my network during a 1 year contract term?

    If you are paying monthly for the service, the additional computer will be added to your next months bill. If however you are paying bi-yearly, the price of the additional computer will be added to your next payment. Meaning you get support for a computer for free during the months in between.

  • What are you normal operating hours?

    We are open 24/7/365, however our regular operating hours are from Monday to Friday 9AM to 5PM.

  • Are there any extra cost for after hour support?

    Yes, XIRGO charges for after hours support at a reduced rate of $80/hr for remote work and $120/hr on-site work (managed clients only).

  • What does the guaranteed response time mean?

    This is the guaranteed time a tech will contact you with a solution.

  • What does the Activation fee include?

    The activate fee includes the installation of "The Black Box" along with the documentation of the network. You can see more about the process here.

  • Why doesn't the Small Business plan not come with an activation fee?

    The Small Business plan does not include the installation of "The Black Box" or an initial on-site visit. For this reason the activated fee is waived.

  • Do I need to repay the activation fee after my 1 year term is up?

    No, the activation fee is a one time fee.

  • My company uses a special CRM software, will you support it?

    Industry specific software is not included in our support plans, however if you require us to support your software please see our custom solutions section.

  • What does the inventory management consist of?

    Inventory management allows us to track your equipment. This makes it easily for us to know where your equipment is at all times.

  • What is a rushed on-site visit?

    The rushed on-site visit is the same idea as our Emergency! service. We will have a tech dispatched to your location almost right away to resolve your issue.

  • What is supported computers?

    A computer that is supported by our IT Management Plans. It is eligible for support by one of our support staff.

  • What does "The Black Box" management include?

    Everything from configuration to hardware repairs are included in "The Black Box" management. You may request additional changes to "The Black Box" at any time.

  • Can I purchase management without "The Black Box"?

    You may purchase management without the "The Black Box" only if your business is requesting support for 5 or less computers. If you are requesting support for more than 5 computers, we require for you to have "The Black Box". This ensures that we can provide our customers with the management they require.

  • What does network management include?

    Optimizing, securing & monitoring are some of the key elements we cover.

  • Who installs the remote control software?

    For both Medium and Fully Managed plans, a XIRGO tech will do the installation of the remote clients during his initial visit. The Small Business users will be required to follow a short step-by-step installation in order for XIRGO techs to promptly respond to future support requests.

  • How do you calculate the monthly minimum costs?

    You take the cost per computer & multiply it by the minimum amount of computers included in the plan. For example, the Fully Managed Plan requires that you have a minimum of 11 fully supported computers at $60/pc which makes the minimum of that plan $660/month.

  • My organization has 10 computers, however I would like to support only 5 of them. Is this possible?

    In order for XIRGO to properly manage your network/computers, it is much more effective to support all the computers in your organization. If however there are computers that aren't being used, we can exclude them from the network by leaving them turned off.

  • What is included in the Windows Update Management?

    XIRGO will make sure that all computers on the network are properly up to date and all security patches are applied.

  • What is End User Ticket Creation?

    XIRGO allows your employees to submit support requests from their own accounts. This reduces the need to designate a "middle man" in your organization.

  • What is your Password Management?

    Proper Password Management has always been an hassle for businesses. Something as easy as knowing what your passwords are can save you time and money. This service is offered so that you don't have to worry about it. We will keep track of all your systems passwords and upon request send you an up to date list of all your system's passwords.

  • What is your License Tracking?

    Like Password Management, License Tracking is a service where we keep track of all your license keys.

  • What is your Hardware Vendor Service Coordination feature?

    If you have an issue with your internet connection for example, we will coordinate with your ISP to resolve the issue without you needing to worry or worry about it. The same goes for all hardware warranties.