Don’t Trust Your Company’s Critical Data And Operations To Just Anyone!


Do they have a written, guaranteed response time to your calls?

We guarantee to have a technician working on a problem within 90 minutes or less of your call. This is written into every service agreement we give to our clients because it’s standard procedure.


How do protect your (IT provider) own tools so they are not used against my (Client) network?

We have been using 2 factor authentication on all our tools, change passwords regularly, we do not use shared accounts and use industry standards for password management.


Do they take the time to explain what they are doing and answer your questions in terms that you can understand (not geek-speak), or do they come across as arrogant and make you feel stupid for asking simple questions?

Our technicians are trained to have the “heart of a teacher” and will take time to answer your questions and explain everything in simple terms. Just look at what Neil from Carolina PCO Supply had to say: “Our employees did not grow up with all these gadgets, but James is willing to spend the time to train our employees how to use the technology”.


Do they consistently (and proactively) offer new ways to improve your network’s performance, or do they wait until you have a problem to make recommendations?

We conduct quarterly review meetings with our clients to look for new ways to help improve their operations, lower costs, increase efficiencies and resolve any problems that may be arising. Our goal with these meetings is to help our clients be more profitable, efficient and competitive.


Do they provide detailed invoices that clearly explain what you are paying for?

We provide detailed invoices that show what work was done, why and when, so you never have to guess what you are paying for. We also double-check our invoices for accuracy before they are sent to you.


Do they have adequate errors and omissions insurance as well as workers’ compensation insurance to protect YOU?

We provide detailed invoices that show what work was done, why and when, so you never have to guess what you are paying for. We also double-check our invoices for accuracy before they are sent to you.

Here’s something to consider: if THEY cause a problem with your network that causes you to be down for hours or days or to lose data, who’s responsible? Here’s another question to consider: if one of their technicians gets hurt at your office, who’s paying? In this litigious society we live in, you better make darn sure whomever you hire is adequately insured with both errors and omissions insurance AND workers’ compensation – and don’t be shy about asking to see their latest insurance policies!


Do they guarantee to complete projects on time and on budget?

All projects are fixed-priced and guaranteed to be completed on time, in writing. This is important because many unethical or incompetent computer guys will only quote “time and materials,” which gives them free rein to nickel-and-dime you, as well as, take as much time as they want on completing a project.


Do they insist on remotely monitoring your network 24-7-365 to keep critical security settings, virus definitions, and security patches up-to-date and PREVENT problems from turning into downtime, viruses, lost data and other issues?

Yes, our remote network monitoring system watches over your network to constantly look for developing problems, security issues and other problems so we can address them BEFORE they turn into bigger problems.


Do they provide you with a monthly report that shows all the updates, security patches and the status of every machine on your network so you know for SURE your systems have been secured and updated?

Every month our clients get a detailed report that shows an overall health score of their network and the updates to their antivirus, security settings, patches, and other important network checks (like hard-drive space, backups, speed and performance, etc.).


Is it standard procedure for them to provide you with written network documentation detailing what software licenses you own, critical passwords, user information, hardware inventory, etc., or are they the only person with the “keys to the kingdom”?

All clients receive this in written and electronic form at no additional cost. We also perform a quarterly update on this material and make sure certain key people from your organization have this information and know how to use it, giving you complete control over your network. Side note: You should NEVER allow an IT person to have that much control over you and your company. If you get the sneaking suspicion that your current IT person is keeping this under their control as a means of job security, get rid of them (and we can help to make sure you don’t suffer ANY ill effects). This is downright unethical and dangerous to your organization, so don’t tolerate it!


Do they INSIST on monitoring an off-site as well as an on-site backup, or are they letting you rely on outdated backup technologies?

We do not allow our clients to use outdated backup technologies because they are incredibly unreliable. We strive to educate our clients on the best back-up solutions available, and we make sure all of our clients have the most reliable solution that fits each individual clients’ needs.


Do they INSIST on doing periodic test restores of your backups to make sure the data is not corrupt and could be restored in the event of a disaster?

We perform a monthly “fire drill” and perform a test restore from backup for our clients to make sure their data CAN be recovered in the event of an emergency. After all, the WORST time to “test” a backup is when you desperately need it.


If you were to experience a major disaster, do they have a written plan for how your data could be restored FAST and/or one that enables you to work from a remote location?

We work with each client to create a full disaster recovery and business continuity plan for their office. This is way beyond restoring a lost file, email or even a sever. We work with you to establish what is needed to keep you up and running in the event something happens.


Do their technicians participate in ongoing training – or are they learning on your dime?

Our technicians are required to continue learning though continuing education seminars, webinars and classes offered through industry vendors and professional associations.


Are they familiar with (and can they support) your unique line-of-business applications?

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.


When something goes wrong with your Internet service, phone systems, printers, or other IT services, do they own the problem or do they say, “That’s not our problem to fix”?

We feel WE should own the problem for our clients so they don’t have to try and resolve any of these issues on their own – that’s just plain old good service and something many computer guys won’t do.