IT support and troubleshooting

Start with the business interruption

Tell us what stopped working, how many people are affected, when the issue began, and whether anything changed beforehand. An error message and a description of the affected workflow are more useful than a guessed diagnosis. We’ll explain whether the next step can happen remotely or requires a scheduled visit.

Before making changes, we establish who can authorize the work and which systems are involved. If your existing provider or an application vendor owns part of the environment, that responsibility is clarified so the troubleshooting does not create conflicting changes.

• Employee sign-in, access, and account recovery issues
• Business email and collaboration problems
• Workstation setup, replacement, and configuration
• Wi-Fi, shared files, printers, and connectivity
• New employee setup and departing employee access

Resolve the cause and record what changed

A temporary workaround can keep someone working, but it should not quietly become the permanent fix. Support separates the immediate interruption from its cause: device configuration, identity, permissions, network conditions, or a dependency controlled by another vendor.

The approved work is checked against the original symptom. We record meaningful changes and explain any remaining risks, vendor actions, or follow-up work. If the problem points to a larger migration or infrastructure project, you receive a separate scope rather than an open-ended troubleshooting exercise.

What IT Support covers

If your team uses it to get work done, it is in scope. Each request is handled and billed on its own, and anything larger is quoted as a project before work begins.

Not included unless arranged separately: monitoring, scheduled maintenance, backups, and the cost of hardware and software licenses. Your business pays for subscriptions such as Microsoft 365, Adobe, or ChatGPT; SyncrionIT sets them up and manages them.

• New employee setup: accounts, email, devices, and access
• Departures: removing access and handing over files and mail
• Password, multi-factor authentication, and sign-in problems
• Shared mailboxes, groups, and permission changes
• Microsoft 365 and Google Workspace administration
• Adding, removing, and reassigning licenses, such as Microsoft 365 or Adobe
• Giving staff access to AI tools like ChatGPT, Claude, or Copilot
• Installing, updating, and troubleshooting business software
• Windows and Mac problems, slowdowns, and errors
• Operating system and application updates
• Setting up new or replacement computers
• Printers, scanners, and phone email setup
• Wi-Fi and internet problems, working with your provider
• Shared drives, file access, OneDrive, and SharePoint
• VPN and remote access for staff
• Suspicious emails and accounts that may be compromised
• Working with software vendors, and advice before you buy

How support works

Support is for businesses SyncrionIT has onboarded. After onboarding, request help by phone, text, or email when something needs fixing. Remote support is $70 per hour, billed in 30-minute increments, for time you authorize. On-site visits are $70 per hour with a one-hour minimum, billed for the time on site.

There is no monthly contract. SyncrionIT responds within one support hour, Monday through Friday, 8 a.m. to 6 p.m. Pacific Time. After-hours work is quoted separately when accepted.

Onboarding comes first

Before ongoing support begins, SyncrionIT onboards the business through a separately scoped project. You receive an outline of the work and the estimated hours before you approve it, so the price reflects your environment rather than a flat fee.

Larger repairs or improvements found during onboarding are quoted separately. The onboarding documentation belongs to your business. SyncrionIT keeps only the access it needs to support you and removes it when you ask.

• Learn how the business uses its systems
• Document key accounts, devices, and services
• Set up authorized support access
• Identify existing problems and risks

Support or a project?

Fixing something that stopped working is support. Setting up, changing, or moving something is a project, billed at $125 per hour against an estimate you approve. SyncrionIT tells you which rate applies before the work begins.

Support is provided on request. Unless separately agreed, SyncrionIT is not monitoring, backing up, or maintaining your systems between requests.

What the business receives

The written estimate confirms the deliverables for your engagement. Depending on the agreed scope, these include:

• A record of the reported issue and approved work
• Validation with the affected user or business owner
• Relevant configuration and access documentation
• A clear next action for unresolved dependencies

Before we start

A short description is enough for the initial conversation. The following information helps define the work; you do not need to have every answer ready.

• The affected task and approximate start time
• Number of affected users or locations
• Device or application names, if known
• A business contact who can authorize work

Project work starts with a written estimate. Changes to the approved scope are discussed before additional work proceeds. View pricing.

Common questions