Our Most Frequently Asked Sales & Service Questions, Answered
For a predictable monthly subscription fee, we will keep your systems maintained and running at optimal performance. This includes applying security patches promptly when released, monitoring your networks, backups and restores, firewall updates, and monitoring your hardware for signs of failure. We also assign a Technology Account Manager to meet with you periodically to review technology performance and business needs.
We answer our phones live from 7 a.m. to 7 p.m. Central Time. We keep your system information and prior support notes readily available so anyone on our team that you talk with will be able to help you immediately. Appropriate action, prioritization, and escalation will follow.
If you were a computer expert, you wouldn't need us! Our team considers our clients like family – and we will treat you accordingly. We enjoy helping our clients solve problems. It’s just how we’re wired!
NO! Our Remote Support Center (what we prefer to call our Help Desk now) lives and works in Nashville, Tennessee.
We specialize in IT Compliance as a service. Thus we understand regulations such as HIPAA, FFIEC, FINRA FERPA, ALTA, and others with which you must comply. We offer you SOC 2 Type II compliance with our practices and our data centers. We go through and follow the SOC 2 attestation requirements annually as a matter of business practice.
Before we commence a project – office moves, upgrades, additional locations – we tell you what is involved, how long it will take and what it will cost. We then repeat that information on your invoice, so you understand what you are paying for. We strive to be transparent.
All clients are assigned one of our Technology Account Managers, and they meet with you quarterly. During those meetings, they will become aware of your plans and offer you guidance on the required technology needs. Once we know your addition is happening, we immediately prepare internally for the hardware and software your new people need. We then do the installs nights and weekends to minimize the disruption. It's in our interest to complete installs promptly, but with thorough testing.
We own the problems with all line-of-business applications for our clients. That doesn’t mean we can fix faulty software – but we WILL be the liaison between you and your vendor to resolve problems you are having and make sure these applications work smoothly for you.
We make sure all of our clients have automated, consistent backups of critical business data. We ensure there is a copy onsite, and we guarantee there is a second copy in a secure data center where it can be accessed in case of a disaster.
You may want to consider moving your data to the Cloud, which keeps a local disaster from disrupting your business. We are happy to discuss that option with you. We also recommend you do our tabletop exercises to think through exactly what procedures would work and exactly how you would recover in a disaster.
We can help your organization become IT compliant and pass audits – but this doesn’t happen overnight. We’re here to help you identify what you’ll need to do, how you need to comply – and we’ll write the documentation you’ll need for the regulator – or that large customer you want to keep.
Do You Have The Technology To Support A Fully Remote Workforce?