Sound Support helps you get the most out of your Apple products. Our goal is to find the most effective solutions to your individual needs while providing you with a level of customer service that exceeds your expectations.
We focus on solo and micro-businesses, typically with 5 or fewer people, as well as residential clients. You want simple systems you can maintain without having to become a computer expert. That’s exactly what we provide.
Unsure about how to get the most out of your Mac? Know that you’re not using your iPhone or iPad to its fullest potential? We’ll teach you the little things to make you more efficient and productive.
What We Do
We support our clients in a wide variety of ways. Common situations include:
Getting a new Mac? We offer:
- Advice and guidance on the right Mac for you
- Assessment and pre-purchase planning
- Application compatibility evaluation
Got a new Mac? We’ll help you:
- Transfer data
- Set up email
- Set up printers
- Set up your wireless network
- Install applications
Switching from a PC to a Mac? We can help with:
- Application compatibility assessment
- Data transfer
- Training on using your Mac
Want to learn more about using your Mac? We offer:
- One-on-one training
- Monthly Group Mac Support class
- Custom group classes
Want to make your Mac play well with others? We can:
- Set up file sharing
- Set up printer sharing
- Set up calendar sharing
- Get your iPhone or iPad syncing properly
- Install Windows so you can run PC applications
Want to prevent data disasters? We require installation of monitoring software that sends us proactive alerts about the following:
- Backups performed by Time Machine or CrashPlan
- The fullness and health of hard drives
- The health of laptop batteries
- When crashes occur
- Basic inventory information so we can advise on upgrades
- Malware installed on you hard drive
Want to keep your Mac running smoothly? We will:
- Set up data backup systems
- Troubleshoot problems, error messages, freezes and slow Macs
- Perform periodic maintenance
- Install hardware and software upgrades
- Get your email working properly
We also commonly help clients with the following:
- Set up comprehensive backup and archiving solutions
- Switch email or web hosting companies
- Set up a VPN to connect remotely between home and office
How We Do It
Our regular hour for appointments are Monday-Friday from 9 AM – 5 PM.
Mac support is provided remotely, by default, and in-person, as needed. Remote support requires you to sign-up for our Remote Monitoring, Maintenance and Support (RMMS) service plan.
New clients can decide after the first remote support session if they’d like to sign up for the RMMS service.
RMMS costs $125 per Mac per year, with discounts for multiple Macs.
Labor is charged on top of this RMMS fee at a rate of $160/hour, billed in 15 minute increments with a 30-minute minimum. For urgent unscheduled support an additional $75 flat fee is charged on top of the labor charge.
In circumstances when in-person support is required, I can visit in-person. For in-person visits, my service territory is the greater Seattle area and Whidbey Island.
A $30 travel fee applies for clients within 15 miles of my office in Freeland, WA or my office on Westlake Ave N. in Seattle.
A $60 travel fee applies for clients further away.
Appointments outside regulars hours are sometimes possible based on Tim’s availability. The rate for appointments outside of regular hours are $240 per hour.
We ask that you submit all support requests via email or phone by contacting tim@soundsupport.biz or (425) 818-0791.
If you need to cancel or postpone an appointment, as much advance notice as possible is appreciated. However, you can cancel at anytime. If you cancel with less than 24 hours notice you may be charged for a 1 hour appointment regardless.
Rewards
Our clients love us, and we love to reward them for referring their friends to us. That’s why we created a referral bonus program. For every client you refer who completes their first appointment, you get one hour of free support!
“When it comes to tech support, I want the provider I hire to deliver substance, service and integrity. Sound Support has been my choice for over ten years.Regarding substance, founder, Tim Hannon is a technology authority. His specialty is Macintosh, and his expertise ranges freely through electronic worlds from the known to the peripheries of the possible and back. What’s the latest? Ask Tim. Got a budget constraint? Tim will prioritize your needs and keep you connected in the meantime. Need a best practice recommendation? Ask Tim, or subscribe and check your email every Sunday morning for his weekly Tech Tip. My kids know me as a tech clutz. I needed to migrate my email to a new host server company last month and I did the whole thing myself by following the easy-to-understand and foolproof DIY steps Tim outlined in his tech tip on migration.Making tech knowledge available for those interested is part of Sound Support’s package, if you want it. Not optional though is Sound Support’s ultra responsive, reliable and convenient service! Last week during a hardware failure, Tim returned my call in less than five minutes and stayed on the line till he remotely fixed the problem and outlined next options. Sound Support’s service is designed and staffed so it delivers efficient, effective technical triage when clients need it.I love the way Tim’s mind works—how he analyzes an issue, summarizes the problem, considers and tests solutions, recaps the discoveries to cement what’s learned. And he doesn’t stop there! Six months later, he’ll accurately recall the details in an impromptu call. His extraordinary talent for technical problem-solving is matched by his integrity and his service with a smile.”
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