Frequently asked questions

Our helpdesk is staffed Monday through Thursday, 7:00 AM to 7:00 PM, and Friday, 7:00 AM to 5:00 PM, Pacific Time.

Email [email protected] or call +1 (619) 377-8911. Tickets raised by email are tracked the same way as tickets opened by phone.

We serve San Diego County and the Chula Vista area. IT911Now is a service-area business: we support clients at their own sites rather than asking them to come to us.

We are built for businesses, not walk-in consumers. You get technicians we have screened and keep trained, support plans sized to how your organisation actually works, and people who already know your environment when you call — rather than starting over with a new agent each time.

Get in touch through our contact page, or call +1 (619) 377-8911. Tell us what is giving you trouble, roughly what hardware and software you run, and how you handle backups today — that is enough for us to come back with an assessment and a recommended plan.

Yes. We run several ongoing plans rather than charging purely by the hour, so support costs stay predictable. See the services page for what each plan covers, or contact us and we will recommend one based on how your team works.

Yes. As well as ongoing plans we run one-off support sessions, which suits a new client with a single problem to solve or a business that wants to try us before committing. Current rates are on the pricing page.

It depends on the tier — they range from a handful of machines for a household or small office up to unlimited devices for a business. The pricing page lists the device count for each.

Ongoing plans are billed as a predictable recurring fee rather than by the hour, so support costs stay steady month to month. One-off sessions are billed per session. Current figures are on the pricing page.

A failed payment does not cancel your plan straight away. This is our policy, and it is the same one our support team follows:

• Renewal day: we charge the card saved on your plan. If it is declined and you have another card saved on your account, we try that card before counting the payment as failed.
• Automatic retries: we try again 1 day later, then 3 days after that, then 5 days after that. That is days 1, 4 and 9 after your renewal date.
• Emails: you get an email each time a payment does not go through, so you always know where things stand.
• After the last retry: if the payment has still not gone through on day 9, the plan is canceled and no further charges are attempted.

How to fix it: sign in to your account and add a new card under Payment methods. The next retry picks it up automatically. If you would rather not wait, our support team can tell you which retry you are on, send you a secure pay link, or run the payment with you once a working card is on file. Email [email protected] or call +1 (619) 377-8911.

An onsite service call is $69.00 per hour. Customers on a monthly Plan A, Plan N or Plan S pay $69.00 for a 4-hour block. We confirm the rate with you before anything is booked. One-off remote sessions are priced separately on the pricing page.

Unplanned onsite business support outside our support hours is $300 per hour, with a two-hour minimum. Our support hours are Monday through Thursday, 7:00 AM to 7:00 PM, and Friday, 7:00 AM to 5:00 PM, Pacific Time.

Yes. Remote support is part of how we work day to day, and it is the basis of our Plan A Remote Support offering, so staff working from home get the same coverage as staff in the office.

Usually in about twenty seconds. There is nothing for you to install beforehand — we send a self-configuring installer, you run it, and we are connected. See Plan A Remote Support.

Sessions run over our own private relay rather than a third-party cloud, so your screen never passes through another company's servers. Connections are end-to-end encrypted and only work with the key built into the installer we send you.

Yes, on the plans that include unattended access. That lets us run updates, cleanups and fixes overnight instead of tying up your working day. Which tiers include it is set out on the Plan A page.

Our remote support is multi-platform and covers computers, servers and mobile devices. Windows installs in a single click; phones and tablets get step-by-step instructions with the settings already filled in.

Managed IT services, cyber security, VoIP, content management and digital experience work, among others. The full list is on our services page.

A Network Operations Center is the team and tooling that watches your systems around the clock. Ours runs 24 hours a day, covering users, software and hardware on the devices your plan covers, so problems are usually picked up before anyone reports them.

Yes. Plan V is our business VoIP service — high-quality calling with minimal latency, protection against unauthorised access and eavesdropping, and integration with the other software your team uses.

Yes. We handle Microsoft 365 and SharePoint — mailboxes, calendars, Teams, document libraries, and the permission and sharing rules that keep working as staff join and leave. See Content Management.

Yes, and we would rather they sat with the same people as the rest of your IT. We cover website design and maintenance, managed hosting, domain registration, transfers and DNS, and SSL certificates. See our web services.

Yes. Product Development covers the whole build — working out what the site needs, sourcing hardware, switching, wireless coverage and cabling, installation, and then handing the site into managed services.

Yes, where premises monitoring is part of the requirement. Camera and security systems are handled as part of a planned build rather than bolted on afterwards.

Yes. Alongside general managed IT we offer the Plan N Kit with Law Tool Box, which builds legal-practice tooling into Office 365 on top of our network management.

Either. We source and supply business hardware — routers and switches, network video recorders, memory upgrades, workstations and servers — or we will work with equipment you already own.

Yes. We offer a Bring Your Own Device arrangement so personally-owned machines can be covered and supported alongside company equipment.

You cannot manage what you cannot see. Reporting and analysis covers network and device health, asset inventory, support activity and recurring issues, security findings summarised rather than dumped, and end-of-life and warranty tracking.

Yes. We work with organisations that carry strict compliance duties — law firms, medical practices, banking and financial services, and schools — and we build their IT around those obligations rather than bolting compliance on afterwards. Tell us which framework applies to you and we will scope the controls it needs.

We layer our defences rather than relying on one product: firewall and network management, endpoint protection, intrusion and vulnerability monitoring, and patching kept current across your estate. It is covered by our Cyber Securities and Plan N Security offerings.

We set up backup and business-continuity arrangements so that an outage, a hardware failure or a ransomware incident does not cost you your data. That covers scheduled backups, tested restores, and an agreed plan for getting you running again. Ask us and we will review what you have in place today.

Patching is part of the managed service rather than something you have to remember. Updates are applied across covered devices so known vulnerabilities are closed, which is the single most common way systems get compromised.

That is what the backup and business-continuity side is for: scheduled backups, restores that have actually been tested, and an agreed plan for getting you running again. If you are not sure what you have in place today, ask us to review it.

Yes. Endpoint protection is part of our security offering, delivered through the single lightweight agent described on the Plan N Security page, and we also supply standalone antivirus licensing.