For fastest response, please call us at: 610-444-9008.

For lower-priority items, you can call us or email support@BeaconNet.com

Our office is located at 112 South Union Street, Kennett Square, PA, 19348.

On-Call Support During Our Regular Business Hours:

Our regular-service office hours are Monday-Friday 9am-5pm. We also have a skeleton staff available for in-shop drop-off and pick-up Saturday 9am-1pm. During regular hours, we are available to schedule appointments and quickly respond to any urgent service needs. We can typically respond to an on-site emergency service request in two hours or less. Normal-priority requests are typically resolved in two business days or less. There is a one-hour minimum charge for all labor services.

On-Call Support After-Hours and on Weekends:

We are always available for emergency after-hours calls, even on holidays. After you leave a voice message in our emergency service mailbox, the technicians on emergency call are paged and you will receive a callback from a technician within 30 minutes. Depending on the problem, we may be able to fix the issue remotely or find an acceptable work-around that will hold until the next available weekday. If necessary, we will come on-site to resolve the issue in a timely fashion. Overtime labor rates do apply to after-hours and weekend support at 1.5 times the normal rate. Holiday labor rates apply to holidays and holiday weekends at 2 times the normal rate. There is a two-hour minimum charge for all emergency labor services.

Preventative Maintenance and Regular Checkups:

To keep your system running in the best shape, we recommend routine maintenance. The frequency depends on your number of computers and users, but generally we suggest a service visit every 1-3 months. Each visit will take approximately 1-2 hours. You can choose whether you would prefer a set day/time (e.g. 1st Tuesday of the month at 10am) or a flexible schedule that we will call to confirm each month. During these visits, we will check a number of logs on your computers, including antivirus (definition updates, scan history, virus history), backup (job history, tape rotation), event logs (fatal errors, disk health), disk manager, and, critical Windows updates. We can also use this time to respond to any low-priority maintenance requests from end-users and if necessary schedule a return visit to resolve any larger problems.

Efficiency Tips for Your Company:

It is not a requirement, but to save you money, we suggest that you appoint a designated computer issue contact person within your organization. This person can receive all computer service requests from your employees and help organize and prioritize them. We will always check-in and check-out with this person to make sure we have resolved all outstanding computer issues satisfactorily.

Alternatively, we can respond individually to calls from each of your users. We will always “ask around” to see if there are any other issues that require our attention whenever we are onsite. However, this method can lead to more service visits and more charges in a somewhat inefficient manor.

No matter which method of contacting us you choose, we will keep detailed records of our work indexed to each of your computers. We will be able to view a full service history for each of your machines. This will help us serve you better.