itWORKS! - Managed Technology Services for Cape Cod and the Islands

Frequently Asked Questions...

What is Remote Monitoring, Remote Support/Help Desk and what are the benefits?

Basically, we have the technology to "plug" into your system from our office and see what is going on with every component of your network; PC's, Servers, Printers, Phone Systems, etc.

  • The Remote Monitoring technology runs a continuous scan 24/7, 365 days a year. It has the ability to immediately flag and notify our technicians if anything, anywhere is not operating as it should.
  • That leads us to Remote Support/Help Desk. With many of our service plans, our Remote Support/ Help Desk is available 24/7, 365 days a year. Whether you call us with a question or we are notified by our remote monitoring system, with remote support/help desk, our technicians can get into your system and start working on resolving the issue immediately… without a costly visit to your site.

In order to really understand how beneficial this is, we encourage you to take a close look at some of the costs to your organization, that are directly related to the technology you have.

Does something usually have to be at the point where you can't use it for you to call a technician? Email is down, Internet is down, Printers are not working, etc. Besides the more obvious headaches and expenses this incurs, with the way technology has become a necessity in our everyday business operations, this has added a whole new line of veiled expenses that can be damaging to a company’s bottom line.

What do we mean by that?

The first thing you can be assured of is that if any piece of your technology is not working properly, there is an employee or many employees who cannot get their job done…It may be very subtle, but when you start adding up the downtime, then you look at the salaries of those employees who are impacted by downtime, how much does that really cost your company?

  • Another thing to look at is what are the costs when clients cannot be serviced due to your equipment being down?
  • Then we get to the more apparent expenses of diagnosing and repairing the problem; The technician's cost to come to your site just to make the diagnosis, the labor costs to actually fix it and any products that need to be purchased in order to resolve the issue.

This brings us back to the benefits of remote monitoring, remote support/help desk. With this service, we have the capability to see the issue, diagnose it and fix it before something "breaks"…and we do it right from our office. No visit by a technician required.

So take a close look at your IT and find out what it is really costing your company. You may find that remote monitoring/support/help desk is going to save you, not only a ton of headaches, but a ton of money too!

That is why we say when itWORKS!...Everyone Works!

 

What is a 'Technology Acceptable Use Policy'?

How many times have you wandered by a coworker and wondered what EBay has to do with their job? Or, had a feeling that some of your staff members were responsible (although accidentally) for the last difficult virus your office faced?

As part of our commitment to being our clients trusted advisors, we have drafted several documents that assist our clients in creating their own "Acceptable Use Policy" and "Network Use Policy". These documents can then be run through your organization's attorney to make sure they are in line with your employee policies.

We work with our clients to educate owners, managers, and staff on the proper use of organization's technology resources. The use of the Internet, email, and users passwords are covered, to name just a few.

Part of achieving whole network health, is communicating the right way to use technology and to educate users of what the consequences may be to everyone, if used the wrong way. This avoids hostility and confusion between staff and management, and, is one more way we work towards the goal of a technology environment that is available to everyone as reliably as possible.
It also another part of our vision that, when itWORKS!... Everyone Works!

 

Please Explain More about what Vendor/3rd Party Management is?

This is by far, the most popular thing we do. Consider this scenario.

Wouldn't it be nice if you needed only one phone number for any issue you were having with your phones, your software, your internet, your printer? You make one phone call and immediately get a local, live person to speak with. You report a problem you are having, then hang up and get back to work. Then, someone calls you to report the issue has been resolved. Wouldn't that be nice?

That is what our Vendor/3rd Party Management is all about. No more multiple calls, no more indefinite hold times. One call (or email) to us and you don't have to think about it anymore. You can get back to your work while we make all the calls and get the issue resolved for you.

Consider how it has been. How many times has your software vendor (a software package for your industry perhaps), or Internet provider or the copier/printer company told you your call "is very important to us" only to leave you on hold for what seems like forever. After the initial person can't resolve the issue, you are told that someone will have to call you back. When you DO finally get a call, you are told that it's a "Network Problem" and you'll have to contact an IT person. The IT person, when they can be reached, tells you that he/she can be there today between 4pm and next Thursday. Then they get there and tell you "ah ha!" it is the vendor's problem and instruct you to call the vendor back. This "diagnosis" just cost you hundreds of dollars for the technicians labor along with the expense to your company of so much wasted time. Exhausting, frustrating…and costly.

We hear it all the time. The root of the problem is, there seems to be no one on your side. The software/internet/printer company loses money every time you call, the PC Tech makes money when you call, it almost seems like they must be working together. This is where itWORKS! can assist.

We are the ones that take your side throughout the whole process. We take full responsibility for any and all vendors connected with your technology, your whole infrastructures health.

You spend no more time on the issue than one quick phone call or email to us. That way, you and your employees can spend your time on much more important matters. We say this over and over, because we mean it. "When itWORKS! Everyone Works!"