Our Promise to You: Clear, Consistent, and Proactive
At Andromeda, we take your business and your time seriously.
We believe the best relationships are built on clarity, communication, and trust.
This page outlines what you can expect from us — not just some of the time, but every time.
Communication That Keeps You Informed
- You’ll be kept in the loop — always.
You shouldn’t have to ask for updates or wonder where things stand. We’ll be proactive with progress reports, even when the news isn’t perfect. No update is never an option. - Critical issues receive hourly updates.
If we’re actively working on a critical, Priority 1 problem, you’ll hear from us at least once per hour — and anytime the ticket escalates or changes hands. - Project work includes weekly check-ins.
For active or long-running projects, we’ll schedule a regular call with your Project Coordinator. This ensures full visibility across status, blockers, and next steps.
Accountability You Can Count On
- If it’s our ball, we don’t drop it.
Once you hand something off to us, we own it. You shouldn’t have to follow up or remind us — we’ll follow through until it’s resolved. - If something feels stuck, ask for help — we’ll bring the right people together.
Your Account Manager is your go-to, but they’re never your only option. If something isn’t moving fast enough or feels off track, just say so. We’ll loop in a manager or executive team member who can help get things resolved — quickly, and with clarity.
Responsiveness That Respects Your Time
- Email responses within 4 business hours.
That’s our goal for every message — even if it’s just to confirm receipt and let you know when we’ll follow up in full. - Phone calls returned within 2 hours.
If you’ve picked up the phone, it likely matters. We treat those calls with appropriate urgency and do our best to respond promptly. - If email isn’t getting it done, we’ll call.
After a few back-and-forths on the same topic, we’ll pick up the phone. Sometimes, the fastest way forward is an actual conversation.
Service That Feels Personal
- You have a direct line to your Account Manager.
Your Account Manager is your advocate, advisor, and long-term guide. While our technical teams handle the day-to-day, your AM ensures everything connects — from strategy to service to satisfaction.
They’ll check in regularly, help you plan ahead, and make sure nothing falls through the cracks. Whether you have a question, concern, or just need to get something moving, your AM is your go-to. They’ll bring the right people together and keep everything on track. - On-site visits include check-in and checkout.
Our technicians will check in with your designated contact when they arrive and again before they leave — and provide a concise summary of what was done.
Efficiency That Supports Your Business
- Quotes turned around within 48 hours.
For typical requests, we aim to deliver quotes within two business days. Complex projects may take a bit longer (~2 weeks) depending on technical scope, but we’ll let you know up front.
Our Expectations of You: What Makes the Partnership Work
We’ve made clear what you can expect from us — now here’s what we count on from you. These commitments help us deliver the experience you deserve.
When both sides show up, communicate clearly, and follow through, amazing things happen.
By working with us, you commit to:
Communication & Responsiveness
- Be responsive when needed
Reply to emails or calls from your Account Manager or Project Team within 1–2 business days — especially when a decision or input is required to move forward. - Use our proper support channels
For urgent issues, always call us. For all other issues, use your client portal or designated email. This ensures the fastest and most accurate response. - Keep us in the loop
Let us know if something changes — new people, new locations, new projects, or any outside vendors making changes. Surprises cause delays and frustration.
Engagement & Collaboration
- Attend scheduled meetings
We’ll agree on a cadence for check-ins and strategic reviews. Please do your best to attend — or send someone in your place — so nothing slips through the cracks. - Follow through on roadmap plans — IT is an investment.
Strategic improvements are reviewed and agreed to during our cadence meetings. Acting on them keeps your systems secure, your people productive, and your business protected. Delays or deferrals introduce real operational risk.
Security & Protection
- Commit to the shared security baseline
Our layered cybersecurity stack is required: RMM, Huntress + MDR, DNSFilter, ThreatLocker, Nodeware, Email Spam filter, etc. (or equivalent). We don’t offer partial protection — because partial protection doesn’t work.
The Andromeda Guarantee — Built on Promises. Backed by Action.
We stand behind every word of our Brand Promise. If you ever feel we’ve missed the mark, don’t just tell us — tell us what you think that mistake cost you (up to the amount of your monthly service invoice), and we’ll credit that amount on your next invoice.
We believe in doing the right thing.
We believe in earning your trust — and re-earning it, if necessary.
We believe a great partner doesn’t just make promises. They stand behind them.
That’s what this Guarantee is.
📌 Keeping the Guarantee Fair
If you ever decide to invoke the Guarantee, we’ll stand behind it. To do that, your side of the partnership must also be upheld — including timely communication, using agreed support channels, and keeping your account in good standing.
The Guarantee only works when both sides do their part. That’s what keeps it meaningful — and fair.
Andromeda Knows How To Get Things Done*
2:43 Min:Sec
Average Time to Live Tech Phone Pickup
43.0 Minutes
Average Ticket Response Time
85%
% of Issues Resolved within 8 Business Hours
8+ Years
Average Employee Retention
90.3%
Customer Satisfaction Rating
*Data was last updated on: Sep 22, 2025 from most recent 30-day averages
