FAQs

Here you should be able to find the frequently asked questions. If you can’t find what you are looking for, don’t hesitate to get in touch and someone from our team will contact you soon.

 

Managed IT Services are the holistic, all-inclusive approach to network consulting. A Managed Services Provider (MSP) takes responsibility for the entire IT infrastructure on an ongoing basis. For a fixed monthly retainer, we provide the gamut of IT services automatically, guaranteeing 100% network up time.

Having an MSP is the opposite of the old ‘Break & Fix’ model, where when your network goes down, you wait and pay by the hour once somebody shows up to search out the problem and fix it.

The biggest difference between Managed Services and contracted Standard IT services is Reactive vs Proactive. With a Standard IT services contract, when your systems are down, it quickly becomes a state of emergency: You call, and the IT person comes out and fixes it. That means your company is out of commission until the tech gets there, troubleshoots the system, diagnoses the problem and fixes it, racking up those billable hours. It also puts you in the precarious position of hoping your backup was successful, hoping that data hasn’t been corrupted by Viruses and Spyware and a litany of other “What If’s”.

Another big issue is there really is no incentive to keep your systems running efficiently and securely. In a Standard IT service contract, the IT person only gets paid when your system goes down. In a Managed Services contract, the IT Partner is incentivised to keep your systems running because they get paid a flat rate. It costs them more money to send a tech out, so as opposed to a standard IT person, the Managed Services Partner will do proactive maintenance and monitoring so they can predict problems before they affect your business. Managed Services is usually on a per computer bases; however, InfoTech will put together a plan unique to your office needs.

There are several obvious signs that your business is in need of Managed IT Services:

  1. When IT issues start to affect your operation. For example, some of your team members miss out on a deadline due to confusion about where the information was stored, or they didn’t have a backup of their data. You will need IT professionals on board to assist you in tackling the problem.
  2. Particularly complex business needs.
  3. The need to upgrade your hardware but aren’t familiar with enterprise-level configurations.
  4. The need for data back ups.
  5. Not knowing how to leverage current technical solutions to help your bottom line.

Managed IT services are priced at flat-rate monthly basis depending on the services included in the program offered, pricing is usually based on the number of users or devices, with different packages priced at different levels.

  • Unlimited Help Desk Support
  • Onsite Technical Support
  • 24/7/365 Monitoring
  • Remote Management
  • Backup Monitoring and Testing
  • Offsite Backup and Storage
  • Email Protection
  • Cloud Management
  • Employee Remote Access
  • Client Portal
  • Dedicated Account Manager

Of course! All our contracts include onsite support, although most common support questions can be resolved remotely. In the event of a hardware or network failure, an engineer will be dispatched to your place of business ASAP.

Cloud computing is seen by many as the next evolutionary phase of the Internet and service provision.

The Cloud offers access to low cost, high power computing resources that are available on demand. It also offers the benefit of utilising high-speed communication channels. These features, when utilised in the correct manner, can greatly improve an organisation’s competitiveness and substantially reduce operating costs.

The Cloud can provide an ideal enhancement to Disaster Recovery and Business Continuity plans. Being able to access your business data after a catastrophic event is crucial to a business’s recovery.

We provide Disaster Recovery and Business Continuity solutions that enable access to mission critical applications and data within minutes and hours rather than, as can happen, days and weeks.

Managed Cloud Desktop is a Desktop as a Service (DaaS) solution where the virtual desktop is delivered, but you do not have to purchase or support the infrastructure and software to deliver the virtual desktop. Managed Cloud Desktop has also been referred to as “hosted desktop services.” It is very similar to a VDI setup where you just must have hardware to load the VDI, but the VDI is delivered from the cloud. 

A cyber security risk assessment is the process of identifying and analysing information assets, threats, vulnerabilities and incident impact in order to guide security strategy.

Risk assessment should be a recurring event. You should periodically review your risk mitigation strategy as your IT assets change and new threats and vulnerabilities emerge. Transparency is critical to success. All stakeholders in the data security process should have access to information and be able to provide input for the assessment.

To conduct a cybersecurity risk assessment, you need to identify the elements of the risk equation and then use your knowledge of those elements to determine risk. That means:

  • Inventorying your organization’s information assets
  • Understanding the potential threats to each asset
  • Detailing the vulnerabilities that could allow those threats to damage the asset
  • Assessing the associated costs

Once you collect this data, the next step is to create a cybersecurity risk management plan that details both the risks and strategies for mitigating them.

The first step in performing risk assessment is to identify and evaluate the information assets across your organization. These include servers, client information, customer data and trade secrets.

The final step in the process is documenting the results to support informed decisions about budgets, policies and procedures. The risk assessment report should describe each threat and its related vulnerabilities and costs. It should also make recommendations for how to mitigate risk.

Cyber security risk analysis should include:

  • A determination of the value of information within the organization
  • An identification of threats and vulnerabilities
  • A calculation estimating the impact of leveraged threats
  • Conclusions about risks and ways to mitigate risk
  • Documentation of the assessment process

Backup refers to the copying of physical or virtual files or databases to a secondary location for preservation in case of equipment failure or catastrophe. The process of backing up data is pivotal to a successful disaster recovery plan.

Businesses back up data they deem to be vulnerable in the event of buggy software, data corruption, hardware failure, malicious hacking, user error or other unforeseen events. Backups capture and synchronize a point-in-time snapshot that is then used to return data to its previous state.

In most of these forms, your data is being stored in a raw format. This means that your applications, configurations, and network settings are not being backed up with it, so if you needed to restore, or recover, your network from the data backup, you may be down for days or weeks.

 

A backup process is applied to critical databases or related line-of-business applications. The process is governed by predefined backup policies that specify how frequently the data is backed up and how many duplicate copies – known as replicas – are required, as well as by service-level agreements (SLAs) that stipulate how quickly data must be restored.

Best practices suggest a full data backup should be scheduled to occur at least once a week, often during weekends or off-business hours. To supplement weekly full backups, enterprises typically schedule a series of differential or incremental data backup jobs that back up only the data that has changed since the last full backup took place.

Disaster recovery is the ability to actually restore or recover all of your files, software, and functionality, without corruption.

Many times, people confuse this with business continuity, but disaster recovery is only one component. Disaster recovery just means that you can get your data back in some period of time.

Also, people tend to assume that disaster recovery refers only to large-scale, natural disasters, but a “disaster” could be as simple as a critical file erased, the sprinklers went off in your server room, or the server’s hard drive crashed.

Business continuity is the ability for your business to continue operations after a small or large scale disaster.

Let’s say your office burned to the ground and your server was destroyed…

  • How would you continue operations while everything is being rebuilt?
  • Where would your employees work from temporarily?
  • How will they access your client files, financial records, and important documents?

These are the kinds of questions that business continuity plans can contain. If your server was synchronized with an offsite data center or “in the cloud,” your employees could work from home or another location, giving your business continuity.

The real difference between disaster recovery and business continuity is how long it would take for your business to get completely back up and running. Business continuity aims for the least amount of downtime possible.

When you’re creating your business continuity plans, you should consider how your organisation will continue to operate if you could not access your building, server, or data, and you should review these plans annually.

If you need assistance planning, implementing, and managing your backup, disaster recovery, and business continuity plans, talk to a trusted Managed Service Provider. Make sure your critical business information will be readily available after a disaster of any size.

Your company’s chief operating officer or general manager should work alongside your Managed Services Provider to create a plan that best fits the needs of your business. With input from your company’s C-level, your managed services provider can build, implement, and maintain disaster recovery and business continuity solutions such as data backup appliances and cloud services platforms.

Your C-level’s participation is important because they can identify any documents, departments, and services that are critical to maintaining the continuity of your business. Your C-suite can also determine the recovery time objective (RTO) and recovery point objective (RPO) of your DR/BC plans. The RTO refers to the maximum amount of time your network and services can be down after a disaster while the RPO refers to the frequency of data backups and the age of the files recovered from them. Once these are identified, your IT provider can propose the most impactful disaster recovery solution.

Your IT provider should also test the disaster recovery and business continuity plan to ensure it works, as well as inform and train employees on new processes and procedures.

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