Q: How much does it cost?
A: Our plans are tailored and customized to meet your needs so the price will vary
Q: Do you answer your phones live or do I have to leave a voice mail and wait for someone to call me back?
A: We answer our phones live from 8:00 a.m. to 5:00 p.m.
Q: Do you consistently (and proactively) offer new ways to improve my network’s performance, or do you wait until I have a problem to make recommendations?
A: We conduct quarterly review meetings with our clients to look for new ways to help improve their operations, lower costs, increase efficiencies and resolve any problems that may be arising. Our goal with these meetings is to help our clients be more profitable, efficient and competitive.
Q: Do you have other technicians on staff who are familiar with my network in case your regular technician goes on vacation or gets sick?
A: Yes; and since we keep detailed network documentation (basically a blueprint of your computer network) and updates on every client’s account, any of our technicians can pick up where another one has left off.
Q: When you offer an “all-inclusive” support plan, is it TRULY all-inclusive, or are their “gotchas” hidden in the fine print?
A: Our “all-inclusive” support plan is just that – all-inclusive. One of the more popular service plans offered by consulting firms today is an “all-inclusive” or “all-you-can-eat” managed services plan. These are actually a good thing because they’ll save you a lot of money in the long run – HOWEVER, make sure you REALLY understand what’s included. Some things to consider are:
- Phone and E-mail
- Printer
- Network Upgrades
- Adding/Removing Users
- Hardware and/or Software
- 3rd-Party Software Support
- Off-Site Backups
- Data Back-Up & Recovery
- On-site Support
- Remote Support
- Anti-Virus
Q: Do you INSIST on monitoring an off-site as well as an on-site backup, or should I rely on outdated tape backups?
A: We do not allow our clients to use tape backups because they are incredibly unreliable. Instead we make sure all of our clients have a physical appliance (mini server that we provide) that can fill in for a downed server in an emergency. This appliance will also send copies of backups off-site to keep your data safe even in the event of fire, flooding, theft, or failure that destroys the servers and the appliance itself. Most IT companies don’t find out a backup can’t be used until they need it.
Q: Do you back up my data BEFORE performing any type of project or upgrade?
A: Yes. We treat your data like our data and understand how significant and costly downtime is.
Q: If I were to experience a major disaster, do you have a written plan for how my data could be restored FAST and/or one that enables me to work from a remote location?
A: All clients receive a disaster recovery plan for their data. We encourage them to do a full disaster recovery plan for their office, but at a minimum, their network will be covered should something happen.
Q: Is you help desk US-based or outsourced to an overseas company or third party?
A: We provide our own in-house help desk and make sure the folks helping you are friendly and helpful. We consider this one of the most important aspects of customer service, plus we feel it’s important for keeping your data secure.
Q: When something goes wrong with my Internet service, phone systems, printers or other IT services, do you own the problem or do you say, “That’s not our problem to fix”?
A: We want our clients to Take Ctrl of their business. Taking Ctrl doesn’t mean you’re on your own. We own the issues we’re helping your company with. Not because we feel obligated to, but because we genuinely want to help.
