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faq - Robust Network Solutions

PHONE SUPPORT

1.800.397.9115

faq

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Do your agreements give us predictable costs per month?

Yes. We structure our agreements to fit your needs and to keep costs predictable and minimize variance.

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Will we get the same engineer all of the time?

We assign a primary and a backup engineer to each customer account, and most of the time that’s who you’ll see. Our team is big enough to handle large projects and cover vacations and sick days as well, and in those instances, our other engineers will also take care of you with the help of our CRM and documentation system.

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What is the typical transition time to move to your service?

The process can take from 2-4 weeks depending on the complexity and size of the environment. We’ll build on any existing information available and let you know what other information we might need.

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How do we request support?

You can reach us in several ways:

  • OFFICE PHONE: Reception is available at 800-397-9115 to process requests and create service tickets.
  • EMAIL: An email will be created for your company for communication and support correspondence with your dedicated team, yourcompany@robustnetworks.com. This is the recommended contact method as this email address will be monitored by several people.
  • CLIENT PORTAL WEBSITE: Our ticketing system allows you to access a Client Portal on our website which gives the ability for clients to view, create and monitor service tickets as needed. Any new tickets created are assigned to your designated support team so you always work with the same engineers.

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What is your emergency response time?

During normal business hours of 8:30am to 5:30pm, we usually respond within 5 minutes. After hours, your dedicated team will respond within 3 hours.

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How long have you been in business?

Since 2003 - for nearly 20 years.

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What are your qualifications?

Our average length of technology experience on the team is 7 years. Our engineers have broad skill sets, rich experience, and applicable certification/education. They’re also friendly folks who enjoy helping people.

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What is your coverage area?

Robust Network Solutions covers the entire SF Bay Area and most of Manhattan in New York.

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Why should I pick you? What makes Robust different?

We still believe in the value of face-time with our clients. We feel that our personal touch is what makes us different, and we want you to feel that our team is a seamless extension of your business.

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Can you work with a limited budget?

Absolutely. Many small business work under cost constraints. We’ll work with you to prioritize initiatives and maximize ROI.

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How do I know you’re a good fit for my company?

We’ll put you in touch with our existing clients who are happy to be referrals for us! Check out our 5-star google and yelp reviews and give us a call so we can get to know each other.