Below are the most common questions we get asked regularly about our Managed Services Plan:

How does the Managed Services Plan work?

We charge a flat fee per month per computer/user/server/device or seat, for maintenance. There is a minimum 12 month agreement required. In exchange for our fee, you get the following:

• A team of IT pros that take responsibility over your systems, and actively maintain them in optimal condition.
• We monitor your Servers, Workstations, Network equipment, Routers, and Backups to keep them running optimized.
• We deploy security updates and software patches on a regular schedule to all Network equipment.
• You receive unlimited live Help-Desk services during business hours.
• Your Workstations and Servers receive maintenance every week on a schedule.
• Your data backups are scheduled and monitored and reports are emailed.
• Network and Data Security is monitored and maintained according to governing regulations and best practices.

How is the cost calculated?

• A flat fee is charged per month per computer/user/server/device/seat, for maintenance.
• The larger the network, the less you pay per device with price breaks as quantities increase.
• Take advantage of this by uniting all of your locations & remote employees under one Plan, regardless of location.

What the plan covers:

The intention of the plan is to keep your network running and your staff operating. If there is a problem, anyone can report it to create a ticket in our system. Within minutes a technician will be remotely connected to the affected system and communicating with the user to properly identify the issue and begin working on it. Our support agent will work remotely and take ownership of the case. Our team will call in the support technicians from other companies if needed to resolve a case. Once the issue is resolved, the user will be alerted and the case will be closed.
Your staff can call our live help desk for support as often as needed.

How is my network monitored?

Each device on your network will receive our software agent installed on it, which reports back to our system every 15 minutes with status updates and key metrics that will also allow us to deliver maintenance and repair services remotely and automatically.

What if I need someone onsite?

Sometimes a problem has been diagnosed and unsuccessful attempts have been made to repair it remotely. In these cases the issue will be escalated to an on-site visit. Systems that need in-person attention will receive it. Usually within 24 hours of the call, depending on the circumstances. Any labor delivered to you to maintain or restore proper operation of your systems is included in the plan and you will not be charged. You don’t have to watch the clock, it’s covered.

What the plan does not cover:

• The plan does not include service beyond business hours.
• The plan does not include materials to complete a repair.
• Parts, materials or software used to complete a repair will be charged separately and added to the following monthly invoice but you will be notified in advance or authorization will be sought.
• Often a technician will be onsite and staff members will ask for various items such as keyboards, mice, various cables, battery packs, etc. These items are not included. However, the items may be provided instantly because we usually carry spares, but a charge will appear on the on the following invoice.
• Our technical support to the desktop extends to the computer and to the connected devices, but does not cover those devices themselves. For example, If a technician determines that a peripheral (like a printer or scanner) attached to a computer is faulty or the root cause of the problem, best efforts will be given to solve the problem. We will even communicate with the device manufacturer’s support team, but ultimately the client will be advised to replace or remove the device and the support call will end if methods prove unsuccessful.

What other benefits do I get with this plan?

• You get unlimited remote technical support during standard business hours M-F 8AM – 6PM.
• Your calls are prioritized over non-plan customers.
• We guarantee that over 90% of your calls will be resolved in two-hours or less. Usually in just minutes.
• We will manage and monitor your local data backups.
• If Cloud Backups are purchased, we will manage and monitor those too.
• You get Unlimited Live Help-Desk calls during business hours.
• We provide unlimited consultations and advice as well as product sales and recommendations.
• You get FREE Remote Access tools so you and your employees can work remotely on your own computers from anywhere!

What other subscriptions may be added to my monthly maintenance plan?

• 1000’s of Software titles are available, but these are the most requested;
• Cloud Backup Services. Always a flat fee , no surprises, receive a nightly backup report.
• Email Spam Filtering. Priced per mailbox to control costs.
• Email Phishing Protection. Priced per mailbox to control costs.
• DNS Filtering Software – flat fee, per office location, per month.
• Additional Antivirus – charged per computer, per month.
• PDF Editing Software. Priced per computer. No Subscriptions. Best value on the internet.
• Microsoft Office365 Email or Office desktop software subscriptions.
• For more addons available, please visit our software-sales page.