Frequently Asked Questions

Aqueity services a variety of different clients and industries, however our niche industries are finance and professional services. We have astute knowledge of the line of business applications that are used to operate these businesses, as well as the risk and compliance complexities that occur.

Think about the IT experiences you’ve had in the past. Think about the missed deadlines, wasted budget, upset users and understand that Aqueity has turned that experience on its head. The product is a re-imagined IT experience. We can’t say we aren’t going to make mistakes; everyone makes mistakes. We can say that we are going to be responsive, so you always know we care. We’ll be transparent so you know that tactful honesty is at the forefront of every conversation. We’ll be tailored because we work diligently to align our processes and goals with the yours. We can say that we’re practical because we won’t suggest a Mercedes when you need a Toyota. You’ll never get “pie in the sky” ideas. You get actionable, practical solutions to your most pressing business needs. Nothing more. Nothing less. That’s our promise.

We are data-driven to the core. We also don’t just say it, we live it and are accountable to it. We measure things like response rate/time, resolution rate/time, stale tickets and customer satisfaction. Data is core to our business and so is accountability.

Aqueity has a very robust onboarding process.

IT companies tend to lack in proactivity when there is no one internally is accountable for it. Each of our technicians go through extensive communication and customer satisfaction training to ensure our clients have the best possible experience. Our client engagement leaders, Shawn Jones and Tom McBath work tirelessly to provide our clients with a strategic technology direction. Each of them has weekly calls and quarterly roundtables with our customers to ensure that we are delivering an extraordinary experience, thinking about your business in terms of today and the next 10 years and listening to your suggestions and feedback.

Absolutely! If you’re employees are doing business on it, we are supporting it!

We understand that when we hire a new employee, we are not only hiring them to be part of our team, but part of your team as well. We don’t take that lightly. Our HR manager and recruiting team takes great pride in providing you with the best possible talent. Each of our candidates go through extensive interviews, personality matching, background screens and drug tests. Once an employee starts, they have a dedicated, internal success team that ensures they know our client’s environment and processes before they start to work tickets.

Aqueity employs 2 different managed services plans. Unified Vision and Shared Vision. With our shared vision plan, we take a collaborative approach to IT. We understand that hiring an internal IT staff that does EVERYTHING is not always possible or appropriate for your business. That’s where Aqueity comes in and bridges the talent gap between reality and aspiration.

We offer 24X7 support.

Each of our contracts includes SLAs (service level agreements). One of those SLAs is response time. However, our average response time is 9 minutes and 41 seconds.

Our contracts are typically 1-3 years.

We price our contracts on a per user basis. Each company is just a little bit different in terms of the support we offer, so the cost per user varies on a client to client basis.

The great thing about hiring Aqueity is having the expertise of 30 technicians vs. just a few in-house technicians.