Managed IT Services
Frequently Asked Questions
Our company is unique. We have custom software. Can you support us as well?
Yes. With more than 30 years in the IT industry we have worked with businesses in every sector. We have also provided support for public utilities, municipal and town governments, hospitals, etc. Our approach to IT is to build a custom plan for each individual client. We offer as much or as little support as you need. If you use we have probably seen it and can support it.
We have had issues with geographical distance with outsourced remote IT support in the past. Where is your support based out of?
We are owner-managed and reside in London. We are a community-focused company. Our support team is based out of London. Our technicians are graduates of local post-secondary programs.
I am always hearing stories of cloud accounts being hacked. Is my data safe?
First, that would depend on the company that stores your data. Second, most hacking is done on accounts with simple passwords. We only recommend companies that follow industry best practices for security and we recommend people use complex passwords with at least 8 characters, a combination of upper and lower case, and numbers. Something like “Aardvark2018” without the quotes would take approximately 730 years in a brute force attack using 2018 standards.
We are looking into new software to manage our production facilities. Can you help with that?
We certainly can. With 30 years of experience we understand the steps involved in transitioning to new software. There are many things to consider before making a change of his magnitude. Helping with the research, acquisition, and implementation is a big part of what we do.
Why can't I just set my computer to update automatically.
An excellent question. The issue with automatically installing updates is that frequently software developers release an update that breaks more things than it fixes. To mitigate this, we wait a week or two to allow companies to pull any “oops” patches.
The other issue is that some developers prompt you to install updates rather than automatically installing them. Malware is frequently disguised as one of these updates and catches many people off guard.
I have XYZ antivirus software. Why do I need a managed security service?
As much as software developers love to tout the “automagical” software myth, it doesn’t exist. Off the shelf security software can offer basic protection but relies on you to tweak the settings based on your needs. With Managed Security Services a security expert looks at your infrastructure and gauges your exposure and designs an appropriate plan with multiple levels of security. In terms of IT planning, using off the shelf security software is like buying a car and cutting costs on the brakes.
How long are your Managed IT Service Plan contracts?
We don’t believe in locking clients into a contract. Our Managed Services Plan Agreements are cancellable with 30 days’ notice.
How much do you charge?
Our plans start as low as $20/user/month. We customize our plans to fit your needs as well as your budget. Options include all-in pricing that includes all labour charges or a nominal monthly fee with labour billed on an as needed basis.
I've heard that if I store my data in the cloud I don't own it anymore.
I can’t speak for all cloud service providers but Microsoft, Google, and iCloud, are pretty clear in their terms of service that they have no claim on your data. If you hired us we would have checked that as part of our due diligence.
We are thinking of moving to a larger/smaller office. Can you help with the transition?
Yes, we can. We have moved many companies over the years and planning ahead of time is essential for a smooth transition. Depending on the level of involvement you require, we can provide a checklist of what will need to be done and/or execute any of the items on that checklist for you.
If I have cloud email can people read it?
If you are Using Microsoft Office 365, Google Apps, or Gmail, then all email is encrypted. ICloud, when used on the web version, is encrypted. If you are using imap (third party email clients like Mac mail) then encryption is optional.
I still don't quite get it. What exactly ARE Managed IT Services?
Managed IT Services are like hiring a group of computer experts without the typical expense of an IT department staff.
Can you see what I am doing on my computer?
No. Our monitoring software mines the error collection database of Windows and Macintosh computers and reports it to our dashboard. The only time we can see your screen is when we are offering remote support. We only do this with your prior approval.
Can you see me when you remote in to my computer?
No. It’s not that kind of service.
Will a Managed Security Services Plan guarantee that I won't get malware or hacked.
While we can’t guarantee that this will never happen, not a single one of our Managed Security clients has been breached. A Managed Security Services plan, when coupled with a proper Business Disaster Recovery plan, will ensure that whatever hackers dream up in the future you will be covered