Frequently asked questions
Do you have a Service Level Agreement (SLA) for your services?
Yes, we have Service Level Agreements (SLA) for all the services that we offer.
What happens if you are not able to fix the problem with my IT?
All our engineers are industry certified and have several years of technical experience. Our service is backed by 100% satisfaction guarantee. If we can't fix the problem, no other IT company can!
How do I know that you will not take my network down?
We follow industry standard change management and disaster recovery procedures with a solid roll-back plan. Before we make any changes to your network, we will first educate you on the potential impact it may cause. We will only make the change following your approval.
We have a complex enterprise network. How confident are you that you will be able to wrap your head around it?
All our engineers are industry certified and have previous TAC experience. Also, we have a proven methodology that speeds up our turn-around time from the network discovery phase to the solution implementation phase.
Who is your customer base?
Our customer base is made up of organizations of all sizes - from small mom and pop shops to large businesses with complex technologies. We also support data centers and mission-critical production environments.
Do you use your own tools for remote access when you are providing support?
Yes, we provide a remote access tool that is compatible with most computers.
Can we give you remote access with our own tools?
We understand that some network environments may be more restricted than others. We are flexible to work with any remote access method that meets your comfort level as long as it does not slow down our work rate.
Are you flexible in case our maintenance window falls outside your normal business hours?
Due to the negative impact that potential network interruptions could have on your business, we understand that some tasks may need to be performed after business hours. We will work with you to determine the maintenance window that works best for your team and ours.