Topics.com Posts Report on RESCUECOM Serving Small Businesses

INDIANAPOLIS -- Ernie Kerns and his Rescuecom crew may seem like heroes to small business owners.

The small Indianapolis franchise, in operation since July, helps people and businesses with computer problems. It tackles issues with security, networks and software. Once, Rescuecom even typed a term paper for someone willing to pay the $79 hourly rate, Kerns said.

"I've been a technician for other corporations," said Kerns, who's worked in large corporations for several years. "I wanted more . . . Small business gets ignored."

Lisa and Doug Olsen, co-owners of DL Mortgage in Fishers, were Rescuecom's first clients.

"We're a small company, and we have no IT (information technology) department," Lisa Olsen said. "He's our technology department. He's very dependable."

Kerns helped DL Mortgage set up a small-business server, update software and configure e-mails.

"He works with your needs and is sensitive to how much we have to spend," Olsen said.

Kerns employs a group of computer technicians that work in the metropolitan Indianapolis area. Typically, Rescuecom serves clients whose businesses aren't big enough to have an information technology department.

The computer technicians can also teach people how to use different software programs, Kerns said.

Rescuecom takes scheduled appointments or emergencies 24 hours a day, Kerns said. The $79-hourly rate is for standard calls. Emergencies, which guarantee response in one hour, cost $190 per hour. Clients can also purchase package deals to use when needed.

Kerns said a typical call for a virus problem takes one to two hours, and a hard drive problem may take one to three hours. The average call is about two hours long, he said.

If technicians can't fix a problem, they call a network of about 100 franchise owners across the country to help work through it.

"Some people just want to call when they need you," Kerns said. "Some schedule monthly visits and follow-ups."