We Run on Mutual Respect
We promise to treat you with patience, honesty, and respect — and we ask for the same back. Not because we’re sensitive, but because it’s how the work gets done: people do their best troubleshooting when they’re treated like people. Hostility doesn’t speed anything up. It just makes it harder for us to help you.
Let’s be honest: nobody likes it when technology breaks. Not you, and definitely not us.
When your tech breaks, we lose too. We’re paid to keep things running, not to fix them over and over — so a bad day for you is a bad day for us. When something goes wrong, we are genuinely on your side of the table.
So here’s the code.
What We Promise You
Fast responses, no black holes.
You’ll know who’s on it, what’s happening, and what comes next. If a fix takes time, you’ll get updates without having to chase us for them.
Your “small” problem matters.
A password reset at 4:55 PM before a deadline is not a small problem. We triage by impact on your day, not by how impressive the ticket sounds.
We’ll own our mistakes.
When we get something wrong, we’ll say so, fix it, and tell you what we’re changing. No spin, no jargon smokescreen — just what happened and what we’re doing about it.
Your deadlines come first.
Disruptive maintenance gets scheduled around your deadlines, deliverables, and client commitments. Tell us your calendar and we’ll plan around it — not the other way around.
No attitude, ever.
You’ll get patience and straight answers from our team, every time. There’s no such thing as a dumb question about technology — that’s literally why we’re here.
What We Ask: Treat Our Techs With Respect
This is the heart of it. At DP3, we don’t have a hierarchy of who deserves respect. The person answering your call matters exactly as much as anyone with their name on the door — ours or yours. Our technicians are the people getting you back to work, and we ask that you treat them that way. Allow us to illustrate with a few characters you may recognize. (Names invented. Behavior, sadly, not.)
Meet Bill. Bill’s monitor went dark, so he called the help desk and opened with “What did you people break NOW?” Here’s the thing: the tech on the phone didn’t break Bill’s monitor. The tech is the one fixing Bill’s monitor. Bill spent two minutes venting and zero minutes describing the problem, so Bill’s fix took longer.
Don’t be like Bill. Vent about the technology all you want — we do too. Just don’t aim it at the human helping you.
Meet Diane. Diane fires off emails like “Per my LAST message…” and “I guess I’ll just sit here unable to work, then.” Diane thinks sharp-edged emails create urgency. They don’t — they create dread, and they bury the one detail we actually needed: what’s broken.
Don’t be like Diane. A clear description of the problem moves mountains — and if we’ve frustrated you, say it plainly instead of between the lines.
Meet Doug. Doug marks every ticket URGENT. The printer being out of toner? Urgent. A weird icon on his desktop? Urgent. So when Doug had a genuinely urgent problem — a deliverable due at 5 PM — guess whose tickets had lost all meaning.
Don’t be like Doug. “This is blocking a 5 PM deadline” gets the cavalry. When everything is urgent, nothing is.
Now meet Caroline. Caroline’s laptop died an hour before a major client presentation. She was furious — at the laptop. She took one lap around the office, called us, calmly explained what happened and what she needed by when, and was back up within the hour. Caroline also says “thanks” when things get fixed. Everyone at DP3 would run through a wall for Caroline.
Be like Caroline. Take a beat before you call. The ticket will still be there in five minutes, and a calm call gets you fixed faster.
About all those security hoops.
Picture a lever. Push it one way, you get convenience — no MFA prompts, no password rules, no “approve this sign-in” pings. Push it the other way, you get security. Every organization has to pick a spot on that lever, and for firms trusted with confidential client files, sensitive communications, and financial data, the spot has to sit closer to the secure end.
We know it’s a pain. We genuinely do — because every one of those same controls is turned on for our own staff, and we grumble about the extra prompts just like you. But here’s the thing about that lever: the convenient end is where the breaches live. The fifteen seconds an MFA prompt costs you is the cheapest insurance your firm will ever buy, and we’ll always try to make the secure end feel as painless as we can.
We’re Your Neighbors
We’re not a nameless call center on the other side of the planet. We’re real people with dogs, kids, hobbies, and favorite restaurants and sports teams — we live and work where you do. You might run into one of us at the grocery store or a concert. Talk to us the way you’d talk to us there.
The Bottom Line
You hired us because you’d rather do what you’re great at than fight with technology. We took this job because fighting with technology is what we’re great at. It’s a good match — as long as we treat each other like the partners we are.
If we ever fall short of our side of this code, tell us directly: [email protected] or 1-866-798-2757. We’ll make it right. (Caroline would.)