As a Managed Services Provider, TCB looks forward to customer contact, of any kind, and always says "I am glad you called..." whatever the issue.  IT does not stand  separate from other critical business issues in a company or non profit so we are glad to work a problem from an IT perspective or, if appropriate, point the client towards a non IT solution .  For IT specific help calls, our goal is the fastest turn-around possible and we have implemented processes and tools to achieve this objective.