How We Handle Vendors
You work with us. We handle everyone else.
Imperium IT acts as the middle layer between your business and technology vendors.
The Problem
When technology problems occur, figuring out who's responsible is frustrating. Your internet is down—is it the ISP, your router, the switch, or the firewall? Each vendor blames the others. You spend hours on hold, getting transferred between departments, explaining your setup repeatedly to people who don't understand your environment.
Software issues create similar headaches. The application vendor says it's a server problem. The server vendor says it's the application. Meanwhile, you're stuck in the middle trying to coordinate between vendors who don't talk to each other, wasting valuable time playing phone tag instead of running your business.
How We Handle It
We coordinate all your technology vendors so you don't have to. When problems occur, we diagnose where the issue actually is, contact the responsible vendor with proper technical details, and follow through until it's resolved. We speak their language, know how to escalate issues effectively, and don't let them pass the buck to someone else.
We maintain documentation of your systems, vendor contacts, support account numbers, and service agreements. When you need to open a support ticket, submit a warranty claim, or coordinate an installation, we handle the communication, provide necessary technical information, and track the case through resolution.
Most importantly, we take ownership. If something isn't working, it's our problem to solve—not yours to coordinate between multiple vendors who are pointing fingers at each other.
Vendors We Coordinate
Internet Service Providers
Business internet circuits, connectivity troubleshooting, service installations, bandwidth upgrades
Software Companies
Licensing, technical support tickets, bug reports, update coordination, renewal management
Hardware Manufacturers
Warranty claims, RMA processing, replacement parts, technical support, firmware updates
Cloud Service Providers
Microsoft 365, Google Workspace, AWS, Azure—account management, billing, technical issues
VoIP & Phone Providers
Business phone systems, number porting, service issues, feature configuration
Security Vendors
Antivirus, firewall, backup services—license management, threat response, updates
Printer & Copier Companies
Service calls, toner orders, maintenance contracts, lease coordination
Specialized Equipment Vendors
POS systems, barcode scanners, security cameras, and industry-specific hardware
Real-World Examples
Internet Down: ISP vs. Your Equipment
Your internet is down. The ISP says your router is the problem. The router vendor says the ISP connection is bad. We run diagnostic tests, identify the actual fault (ISP circuit failure), contact the ISP with proof, and escalate until a technician is dispatched. You never touch the phone.
Software Issue Needs Server Logs
Your accounting software crashes. The vendor needs server event logs, error messages, and system configuration details. We gather the technical information, submit it properly formatted, and follow up on the support ticket until the issue is resolved.
Hardware Warranty Replacement
A server hard drive fails. We verify it's under warranty, open an RMA with the manufacturer, coordinate shipping, and install the replacement drive when it arrives. You don't spend hours navigating the manufacturer's warranty process.
License Renewal Coordination
Your antivirus licenses are expiring. We contact the vendor, negotiate pricing if appropriate, process the renewal, and update all systems with new license keys. Your protection never lapses.
You work with us. We handle everyone else.