1. For maintenance and support agreements, what is your response time?
Pilot Services has 2 levels of response.
Level 1 support is a telephone help desk that will troubleshoot your problem over the telephone or through email. If we cannot resolve your problem within one hour, we will escalate your case to a Level 2 support.

Level 2 support would require a technician to be dispatched to your site to troubleshoot the issue. Our typical response time is 4 hours anywhere in the United States.


2. If my company is moving, and we need assistance moving our equipment, how much notice do we need to give?
Depending upon the size of your data center, we would require between 1 day and 1 month.


3. If my company needs help structuring our network, do you have anyone that can help?
Yes, we offer network design and implementation services that address number of users, layers, security, and access.


4. On re-conditioned equipment, what happens if I get it and it doesn’t work?
First, we will issue a Level 1 support ticket.
If necessary, we will dispatch a technician.
If our support services do not fix the problem, we will replace the equipment depending upon the warranty you purchased. Our standard warranty is one year, an upgraded warranty can be purchased as well.


5. Do you do VOIP?
Yes, we can coordinate a VOIP solution for you.


6. How do I know what telephone system is best for my business?
One of our account managers will work with you to define your needs and budget and recommend the appropriate solution for you.


7. Do you install wireless networks?
Yes, all of our solutions are designed to support wireless environments.


8. My office is in a large building, can you do the cabling?
It depends, you need to check with your building management to find out what their policies are.


9. Are your technicians bonded?
Yes, all of our technicians carry general liability, worker’s comp., auto and umbrella insurance.


10. Are your technicians certified/trained?
Yes, depending upon the work that they need to perform. We will source a tech that has complete credentials.


11. What does it cost to use your data backup and recovery solution?
It is based upon the compressed GB of data that you need. We charge per compressed GB of data.


12. How do I get my data back if I need to recover it?
There is a software tool that makes it very easy to recover a full data set or a single file within minutes. For a full system recovery, in the case of a disaster or a server crash, we have a mobile vault solution that would have your data back to you within hours.


13. How do you save me money on my leasing?
We analyze your current leases (software, hardware, any other capital leasing expenses) and consolidate them. Our leasing experts are confident they will find a way to save you money.


14. Why would I choose re-conditioned/used equipment vs. new equipment?
Speed. In many cases we can deliver your equipment to you faster than new equipment distribution channels.
Cost. We can save you between 10%-50% on your equipment.
Warranty. We stand behind the equipment we sell to you. We offer a one-year warranty on all equipment, and have an extended warranty program you can purchase.


15. How big of a company do I have to be to take advantage of your Free Telecommunications Cost Analysis?
We focus on companies with between 10-250 employees.


16. How much can I expect to save with a Free Telecommunications Cost Analysis?
You can expect to save between 15%-50%.


17. I am a technician, how do I become a Pilot Service Provider?
Click here to fill out our Service Provider qualifications form. A recruiter will analyze our needs and contact you for more information.