Frequently Asked Questions
What is covered under this Agreement?
Please check your individual agreement, however as a rule of thumb, everything related to keeping your existing IT environment in tiptop shape is covered.
Are projects covered in my Agreement?
Unfortunately, we can’t cover project work under your Agreement. These are quoted separately to your ongoing monthly Agreement.
What are the standard Helpdesk Hours?
Our helpdesk is available 8am – 5:30pm Monday to Friday, excluding US Federal Holidays.
When is After Hours Support Available?
Simple, 24x7x365. While we may not be able to respond as fast as we can during business hours, we will always aim to do our best.
Can I have regular onsite visits?
Absolutely, we encourage every client of ours to have regular visits. Most productivity affecting IT issues go ignored until the IT person “walks past.”
How is pricing managed?
As most of our pricing is based on a per-user basis, we work out each month, whether there is more or less staff, and modify the agreement accordingly.
Are there any additional costs?
Some of the options can be purchased at additional cost. Any items listed below with ‘VIP Pricing’ – contact us and we will get you estimate.
How long is the Agreement for?
Typically, most agreements are 12 months; however, the general rule of thumb is the longer the agreement, the better the deal (e.g., for each extra year of an agreement over 12 months, we could offer an additional 5% off the monthly price for each year).
Can I change Plans at any time?
Typically, most agreements are 12 months but you could upgrade your plan at anytime. Downgrades are allowed too, just let us know as it requires preparation
Can I cancel my Agreement?
Absolutely, if we break any of the conditions, we promise you that you have grounds to cancel your agreement with us and walk away.
What technologies do you support?
We have in-house experience with loads of different technologies (Microsoft, VMware, Apple, Google, and much more.)
Is the Cloud useful for my business?
We strongly believe a “Hybrid Approach” is currently the best approach to utilizing Cloud technologies. A mixture of onsite and offsite infrastructure works for most businesses.
Do you support Tablets and Phones?
Absolutely, we live in an age where everyone is connected all the time, and we can assist your team with this.
Do you have standard forms we can use?
Absolutely, we have a vast array of Computer and Email Policies, Privacy Policies, and other forms. Ask us for more details.