Online Tech Support

I use a system called Clarity Flow. It allows us to communicate asynchronously, but via video.

So instead of us having to find a time BOTH of us are available (hard when we are both working moms), you message me anytime – in carpool line or during a workout.  You can send a text, audio or video message.

I message you back when I have time (but within 24-48 business hours).

We can also both record our screens.

I LOVE screen recordings because they allow me to SEE the problem you are facing and they allow you to SEE the solution.  This eliminates so much frustration, miscommunication, and wasted time that often accompanies reaching out to a tech support person.  (I don’t want you paying for any wasted time).

You will use the app on your desktop or laptop when you need to record your screen to ask me a question.

But you can also download it to your phone.  This will allow you to:

• Quickly ask a question you think of in the drive through or doctor’s office (I get it!  I’ve got kids too).
• Watch my response on your phone/tablet while you do what I’m teaching on your computer.

And don’t worry – when you sign up I walk you through how it all works in a video!

I do.  Every time I message you, I will let you know how many minutes you have left.

Yes. 

For basic tech support, a minimum of 30 minutes will be deducted from your retainer each month.  This means that if you didn’t use ANY of your time, it would expire after 6 months.

For launch tech support, you are paying for me to clear my schedule and a max of 3 hours of my time. If you use less than 3 hours, the remaining time will work like regular tech support, meaning a minimum of 30 minutes will be deducted from your retainer each month.

BOTH!

If your tech issue is a relatively quick fix (5-10 minutes-ish), I will usually simply fix it for you.  But I will record myself doing so.  Why?  Because I don’t think you should have to pay me $120 an hour for truly simple fixes. I would much rather you 1). Learn to do 70% of your tech yourself or 2). Pay a virtual assistant $20-$40 per hour to do 70% of your tech for you. Ultimately, my goal is for you to NOT need me for most of your tech issues.

There are 2 reasons I may not fix it for you:

1) I don’t have all the information I need. 

For example, maybe I don’t know exactly which image you want in a certain place on your website.  Or maybe I don’t have all your brand colors so I can’t change the color of something.  In that case, I will do as much as I can and show you how to do the rest yourself.

2) Your tech issue isn’t a quick fix.

If your tech issue is going to take more than 10 minutes to fix, it is likely a fairly complicated issue (the 30% it’s worth paying $120 an hour for someone to do for you).  

In this case, I will give you 2 options:

1. Hire me at a rate of $120 per hour to do it for you.  I will not record myself doing so as it will take me longer if I do.  I will make a quick video when I’m done so you know what I did and have any necessary information to keep the issue from happening again in the future.
2. Have me teach you HOW to fix it instead of fixing it for you.  I will give you links and tools and resources to help you do so.  You can always come back and choose option #1 later if you’d like to.

3) Your tech issue is with a tool I am unfamiliar with. 

You don’t really need to WATCH me learn about your tool.  In this case I will give you 2 options:

1. Hire me to fix the issue for you at a discounted rate of $99 per hour since some of my time will be spent learning.   I will not record myself doing so as it will take me longer if I do.  I will make a quick video when I’m done so you know what I did and have any necessary information to keep the issue from happening again in the future.  Remember, since I already speak “tech” I will likely be able to fix the issue faster than you could even with tools I’m unfamiliar with.
2. Fix the issue yourself with the help of the support provided by that tool.  I will tell you what questions to ask and if you are unclear about a response, you can forward it to me and I will “translate” it for you.  Also, you can always come back and choose option #1 later if you’d like to.

Absolutely! 

I’m all for you staying in your zone of genius and having a team member handle your tech for you.  

There is only 1 requirement: They are asking questions about YOUR business, not their own (unless of course they are your business partner).  Each separate business needs their own tech support account.

I will give you the link to this page again where you can purchase more time.

I try to answer tech questions for my clients M-F starting at 9 am MT.  I am typically able to respond the day after you asked your question (unless you ask on a Friday or Saturday, then I’ll respond on Monday).

If question volume is particularly high or I have a personal conflict, it may take me up to 2 days to respond.

I will take all US Holidays off and will have vacations and other time off through the year, but I will keep you informed of when this will happen so you can plan for it.