FAQs

IT Managed Services FAQs

On-boarding and Off-boarding fees are included at no extra cost.

Clients subscribed to the Network Monitoring package will receive five hours of project time, which includes installation services, at no additional cost.

We will conduct an assessment either during your on-site evaluation or when you enroll in our Network Monitoring package. Should we determine that your equipment does not meet our quality standards, or if we identify more cost-effective licensing or purchasing options, we will either lease our high-standard networking equipment to you at no additional cost or provide recommendations for suitable purchases.

The contracts span over a period of 3 years, with opportunities for termination in the first and second years should you find our service unsatisfactory.

The monthly bill for our IT Managed Services covers a comprehensive range of support and maintenance activities but does not include fees associated with the onboarding of new employees and the provisioning of their essential tools. This applies across both per-user and device-based subscription models, with the exception of those enrolled in our Core Plan, which offers different terms.

It’s important to note that additional charges may apply for after-hours services rendered between 10:01 PM and 7:59 AM. Furthermore, while we take responsibility for network monitoring and backup services, clients are expected to procure their own equipment, such as laptops, phones, and other devices.

Our services include all necessary user licenses and tools required for managing each user under the per-user plan, ensuring they are fully equipped for their roles without additional fees.

For a detailed breakdown of all fees, including any potential penalties and comprehensive pricing information, please refer to our Master Service Agreement (MSA), which you will receive upon signing up for the IT Managed Service plan.

Printer installation, management, and support come as part of our complimentary services. If you’re in need of a printer, we suggest reaching out to a local MPS (Managed Print Services) provider, and we’re here to help you find the perfect match. Additionally, any printer-related equipment such as toner and maintenance kits will be purchased by the contract holder or the MPS provider.

We are committed to seamlessly transitioning you to Office 365, ensuring you have access to comprehensive support and all the features included in your contract.

Yes we do! IT projects are unique, with specific goals and requirements. To ensure clarity and success for each initiative, we offer a detailed Statement of Work (SOW) post-consultation. The SOW serves as a formal agreement that outlines the scope, objectives, and timeline of the project, as well as the responsibilities of all parties involved.

After an initial consultation to understand your needs and the challenges you face, our team of experts will craft a tailored SOW. This document will provide a clear roadmap for the project, including deliverables, milestones, and a transparent pricing structure. Our goal is to ensure that all aspects of the project are well-defined, aligning perfectly with your business objectives to facilitate seamless execution.

This approach not only sets clear expectations but also establishes a strong foundation for accountability and success. By outlining specific tasks, required resources, and expected outcomes, we mitigate risks and provide you with confidence in the investment you are making in your IT infrastructure.

Whether you’re looking to upgrade your systems, implement new technologies, or optimize existing processes, our SOW provides you with a comprehensive plan that is designed to meet your specific needs and deliver measurable results.

IT Break Fix/Support FAQs

Our Break/Fix Support encompasses a wide range of services designed to address and resolve specific IT issues as they arise. This includes:

  • Hardware and Software Upgrades and Repairs: Prompt troubleshooting, upgrades, and repairs of faulty hardware components, or their replacement if necessary.
  • Hardware and Software Troubleshooting: Resolution of software and hardware errors, crashes, and other issues that disrupt normal operations.
  • Network Troubleshooting: Rapid response to network problems, including connectivity issues, slow performance, and unexpected downtime.

Our goal is to provide timely and effective solutions to keep your systems running smoothly, minimizing downtime and maintaining productivity. Each service is executed with a focus on rapid response and expert resolution, ensuring your IT infrastructure supports your business without interruption.

We prioritize prompt and efficient service. Our response time varies based on the workload for the day, but you can typically expect an initial response based on our scheduled support hours:

  • Standard Business Hours (9 AM to 10 PM): We aim to respond within 2 hours for urgent issues.
  • After Business Hours: Support requests received after hours are addressed the next business day, with emergency support available as specified in your service plan.

We schedule all support activities to ensure you receive timely and effective solutions. For immediate assistance or to understand specific response times for your support, please make sure to give us a call or text.

Our Break/Fix Support is priced according to the level of commitment you choose, ensuring you get the most cost-effective solution for your IT issues:

  • Support Essential: Ideal for quick fixes, priced at $150 for 1 hour of dedicated support. Perfect for immediate, one-time needs.

  • Support Select: Get 10 hours of support for a total of $1,350. This plan saves you $15 per hour, suitable for businesses that require occasional IT maintenance and repairs.

  • Support Pro: Designed for more extensive support needs, this plan offers 25 hours at $125 each, totaling $3,125. It’s a great choice for ongoing maintenance and regular updates.

  • Support Premier: Our most comprehensive package, providing 50 hours of support at an exceptional value of $100 per hour, for a total of $5,000. This plan is best for businesses that require frequent IT interventions and long-term reliability.

Yes, we provide both onsite and remote support.

Our standard business hours are from 8 AM to 10 PM. Services rendered within these hours are billed according to your chosen service package rates.

For support needed outside of these hours, including late nights and holidays, after-hours fees will apply. This is to accommodate the additional costs associated with mobilizing our technical team outside of normal operating hours. These after-hours services may incur additional fees over and above the standard rates included in your business package, ensuring that you receive prompt and efficient service whenever you need it.

Whether you’re using mainstream systems or specialized tools, our team is equipped to provide the support you need.

For Proprietary Software and Hardware: We ask that you mention any proprietary systems when you submit a ticket, make a call, or send an email. This ensures we can prepare appropriately and confirm that we have the necessary resources and knowledge to effectively manage and service your specific software or hardware needs.

Here’s how you can request support:

  1. Existing Clients with Ticketing System:

    • If you’ve previously received services from us, you may have access to our dedicated ticketing system software. This system ensures faster response times and streamlined support. Simply submit a ticket with the details of your issue.

  2. General Support Requests:

    • For immediate assistance, you can contact us directly:
      • Call: Reach out to our support team by phone for urgent issues.
      • Text: Send a quick text to get help with less urgent problems.
      • Email: Email us with details of your issue for non-urgent requests or if you prefer documentation of your interactions.

IT Project Services FAQs

Our project expertise includes but is not limited to:

  • Network Installations and Upgrades: Whether setting up a new office or upgrading an existing network, we provide robust solutions for both wired and wireless network configurations to enhance connectivity and performance.

  • Cloud Solutions: We assist with cloud migration, setup, and management services, helping businesses leverage cloud computing’s scalability and flexibility. This includes services for public, private, and hybrid cloud infrastructures.

  • Data Backup and Disaster Recovery Planning: We provide strategic planning and implementation of data backup and disaster recovery solutions to ensure business continuity in the event of data loss or system failures.

  • VoIP Solutions: Our projects also include the installation and setup of VoIP (Voice over Internet Protocol) systems to enhance communication capabilities while reducing operational costs.

  • Cabling Services: we specialize in providing comprehensive cabling solutions tailored to your specific needs.

  • IT Consultation and System Assessment: We offer consultation services to evaluate your current IT infrastructure and recommend improvements or new technologies that align with your business objectives.

Here’s how we define the scope and deliverables:

  1. Initial Consultation:

    • Every project begins with a detailed discussion with you, our client. During this initial consultation, we aim to understand your specific needs, challenges, and objectives. This helps us gather essential information that shapes the project’s framework.

  2. Requirements Gathering:

    • We conduct a comprehensive analysis of the requirements by collaborating closely with your team. This includes technical specifications, business goals, and user needs which are crucial for aligning the project’s deliverables with your expectations.

  3. Statement of Work Document:

    • Based on our discussions and the requirements analysis, we create a Statement of Work Document. This document outlines the project’s objectives, deliverables, timeline, and detailed descriptions of the tasks to be performed. It serves as a blueprint for the entire project.

  4. Deliverables Specification:

    • Each deliverable is clearly defined with specific criteria for completion. This includes the necessary steps to achieve each deliverable, the resources required, and the expected outcomes. We ensure that these are measurable and aligned with your strategic objectives.

  5. Review and Approval:

    • Before any work begins, the Statement of Work Document and Deliverables Specification are presented to you for review. We encourage feedback and make adjustments as necessary to ensure that the scope fully meets your needs.

  6. Project Planning and Milestones:

    • With the scope and deliverables agreed upon, we develop a detailed project plan. This includes a timeline with milestones to monitor progress and manage deadlines effectively. Each milestone is associated with specific deliverables and outcomes, providing regular checkpoints to ensure the project remains on track.
  7. Communication and Updates:

    • Throughout the project, we maintain open and consistent communication with you. Regular updates are provided through your preferred channels to keep you informed of our progress and any adjustments needed due to unforeseen challenges.
  8. Halfway Delivery and Feedback:

    • Upon the project’s halfway point, we ensure that all deliverables meet the agreed-upon standards and your overall satisfaction. We also conduct a project review to gather feedback, which helps us continuously improve our processes.

  9. Final Delivery and Feedback:

    • Upon project completion, we ensure that all deliverables meet the agreed-upon standards and your overall satisfaction. We also conduct a project review to gather feedback, which helps us continuously improve our processes.

We understand that each project is unique, with specific requirements and goals that can significantly influence the timeline. Therefore, we do not have a one-size-fits-all timeline; instead, our project durations are tailored to meet the specific needs of each client and the complexities of their IT infrastructure.

If a change to the scope is needed, we ask that clients submit a detailed change request. This request should outline the nature of the change, the reasons behind it, and any anticipated impacts on the project.

we tailor our pricing to the unique needs and scope of each project to ensure that our clients receive the most value. Our project rates are determined based on several factors including the complexity of the project, the technology required, and the resources needed to successfully deliver the solution.

Pricing Model:

  • Fixed Price: For projects with well-defined scopes and deliverables, we often recommend a fixed pricing model. This ensures that you know the exact cost upfront, providing clarity and predictability for budget planning.

  • Time & Materials: For projects that may evolve or where the full scope is not initially clear, we may suggest a time and materials approach. This allows for flexibility in adjusting the scope based on your changing needs and ensures you only pay for the time spent and resources used.

Here are some examples of projects we have completed:

  1. Hard Drive Upgrades:

    • We have upgraded storage solutions for numerous clients, transitioning from traditional hard drives to SSDs for enhanced performance and reliability.

  2. Server Upgrades:

    • Our team has handled server upgrades to improve infrastructure scalability and efficiency. This includes upgrading older servers to new, high-performance models, implementing virtualization, and optimizing server software configurations.

  3. Access Point (AP) Installation:

    • We’ve installed and configured wireless access points for enhanced Wi-Fi coverage and performance in offices, educational institutions, and large retail spaces, ensuring secure and robust wireless connectivity.

  4. Denvo Projects:

    • Our work with Denvo involved setting up specialized IT environments tailored to support their unique software and operational needs, focusing on both hardware and network configurations.

  5. Cable Jobs:

    • We’ve completed extensive cable management projects, including structured cabling for new office setups and network overhauls, ensuring organized and efficient network infrastructures.

  6. Network Upgrades:

    • Our network upgrade projects involve replacing outdated network components with cutting-edge technology to support increased data throughput and improved security measures.

  7. Office Building PC Refreshes:

    • We regularly conduct full-scale PC refresh projects, replacing old desktops with new, high-performance models, including setup and configuration to ensure seamless transition for all users.

  8. iPad Rollouts:

    • For educational institutions and businesses, we’ve managed the rollout of iPads, including device procurement, system configuration, and deployment, ensuring devices are ready for immediate use.

Here’s how we manage communication:

  1. Dedicated Points of Contact:

    • Each project is assigned a dedicated project manager who serves as your primary point of contact. This person is responsible for keeping you informed and addressing any questions or concerns you may have.

  2. Regular Updates:

    • We provide regular updates at key project milestones and upon completion of specific tasks. This ensures you are always aware of the current status and any developments in the project. Additionally, we send immediate notifications when work begins and as soon as it is completed, keeping you closely informed of progress.

  3. Scheduled Meetings:

    • Depending on the scale and duration of the project, we schedule weekly or bi-weekly meetings to discuss the project’s progress, upcoming steps, and any issues encountered. These meetings can be adjusted in frequency according to your preference and project needs.

  4. Real-Time Communication Tools:

    • We use advanced communication tools that allow for real-time updates and feedback. These tools are accessible both to our team and yours, facilitating seamless communication throughout the project.

  5. Transparent Reporting:

    • We provide detailed reports that include what has been accomplished, what is in progress, and planning for the next stages of the project. These reports are designed to give you a comprehensive overview and ensure that all details are communicated clearly.

  6. Feedback Mechanism:

    • Your input is valuable to us, and we include mechanisms for you to provide feedback throughout the project. This helps us adjust our approach as needed to better meet your expectations and project requirements.
  1. Immediate Assessment and Communication:

    • If a project is at risk of not meeting specifications or deadlines, we will promptly assess the situation to determine the cause of the discrepancy. We will communicate these challenges and any potential impacts to you as soon as they are identified.

  2. Collaborative Review and Action Plan:

    • We engage with you to review the project discrepancies in detail. This collaborative approach ensures that we fully understand your concerns and expectations. Together, we develop an action plan to address the deviations, which may include modifying project scopes, adjusting timelines, or reallocating resources to ensure alignment with the original objectives.

  3. Root Cause Analysis:

    • We conduct a thorough analysis to identify the root causes of the deviation from the agreed-upon specifications or deadlines. This helps in preventing similar issues in future projects and ensures continuous improvement in our service delivery.

  4. Implementing Corrective Measures:

    • Based on the action plan and root cause analysis, we implement the necessary corrective measures. This might involve additional training for our team, revising our project management approaches, or enhancing our communication protocols.

  5. Regular Updates and Transparent Communication:

    • Throughout the corrective process, we maintain open and transparent communication with you. We provide regular updates on the progress of the revised project plan to ensure that you are fully informed and involved in the recovery process.

  6. Formal Apology:

    • We formally apologize for any inconvenience caused by not meeting the agreed specifications or deadlines.

  7. Evaluation and Feedback:

    • Once the project is back on track and completed, we conduct a post-project evaluation. This evaluation involves your feedback to ensure your satisfaction with the resolution and to discuss any lessons learned. This step is crucial for us to improve our processes and prevent future issues.

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