Customer Support Center
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Big B Creations offers a wide range of Web and IT Solutions. Our Network Operations, Data Center, and Web Servers are professionally monitored and maintained to ensure maximum availability and performance. Support, for customers utilizing these systems and services for business infrastructure, is paramount. In order to maintain the highest possible level of support, a distinction between Billable and Non Billable customer service must be determined. Big B Creations will not bill for support caused by lack of system availability and/or access due to issues with our systems. Big B Creations does bill for service issues attributed to customer: equipment, Internet access provider, and technical support to troubleshoot or configure accounts. If you need help determining billable or non billable support, then please contact as soon as possible at support@bigbcreations.com.
Support Guide
To find quick answers to common questions, please use the search feature at the top right hand corner of each page.
To determine the level of support required for your needs, please review each support type listed below and follow the specific support links listed throughout this page.
- Telephone Support
Scheduled Telephone Support is generally discouraged with the exception of quick questions and when E-mail is not available. This approach is not effective compared to the other available methods of support and typically requires twice the amount of time needed for the support engineer and the client to work through the issue. This is due to lack of technician visibility and the client's interpretation of the problem experienced. Telephone Support is billed at the regular hourly rate. To initiate telephone support , please E-mail to support@bigbcreations.com and we will route your request to the appropriate individual and contact you via phone for scheduling.
- Onsite Support
Scheduled Onsite Support is available for existing clients. We will come to your location in the general Portland, OR and Vancouver, WA metropolitan areas. A trip fee of $50 will assessed as well as the hourly rate which will begin once our technician is onsite. Onsite Support is best when a list of issues are to be addressed on multiple systems or when Remote Support is not available. Installing equipment, cabling or connecting systems to the Internet are examples where Onsite Support is required .To initiate Onsite Support , please E-mail to support@bigbcreations.com and we will route your request to the appropriate individual and contact you via phone for scheduling.
- Remote Support
We are able to provide scheduled Remote Support (computer to computer) for existing clients if there is access to equipment via the Internet. Remote Support is billed at the same hourly rate as our onsite support but without the trip charge. This method is highly recommended because of quick resolution turnaround. Our preferred Remote Access solution is a free service provided by www.LogMeIn.com. To allow a shared remote session, simply create an account with LogMeIn.com and provide us with the account and computer access information as well as a description of the issues you would like addressed. If you have further questions or require further support setting up an account with LogMeIn.com, then please contact customer support at 1-800-993-1790 or support@logmein.com. To initiate Remote Support with Big B Creations, please E-mail to support@bigbcreations.com and we will route your request to the appropriate individual and contact you via phone for scheduling.
Big B Creations is here to provide the level of support our clients prefer. Providing managed services with an effective support structure, allows for better business continuity and the ability for clients to choose how much or how little support to request. If you have any questions or if we can be of further assistance, then please do not hesitate to contact us as soon as possible at support@bigbcreations.com or fill out our online Contact form.