FAQ'S
1. How is your service delivered?
Our primary method of service delivery is via a secure Internet connection. Should an on-site visit be required, we will arrange for it, however, most issues can be successfully resolved without a site visit.
2. What hours do you provide coverage?
Our Network Operations Center operates 24/7 for all network infrastructure monitoring and support. Helpdesk support is only available 8-5 weekdays.
3. How do you work with my IT department?
For larger companies, we work very well with the internal IT department, because our services are provided a la carte and are very effective in terms of freeing up internal staff for more strategic projects. For smaller companies, particularly those with a one-person IT department, there can be substantial overlap, and therefore it is critical to establish who will be responsible for what.
4. How does billing work?
Unlike most IT consulting companies, our preferred method of billing is not hourly. Instead, our managed services are all delivered for a fixed fee per month per device so that your costs scale in direct proportion to your business. Hourly consulting is also available for short term projects. Contact Us to learn more.
5. What is the response time?
For infrastructure monitoring and management, we guarantee a response time of 15 minutes or less (our monitoring software will alert us in less than 120 seconds). For helpdesk support, we offer a call back service with a response time guaranteed to be four hours or less. In most cases, the response time for helpdesk support is less than an hour.
6. What types of support plans do you offer?
We have a wide variety of managed services from which to choose. Use the Quick Contact form or call 1890 200 218 to speak to a representative.
7. Are there security risks to receiving remote support?
No. We do not require you to open any additional ports in your firewall. We use remote control software that allows us to control your PCs and servers as though we are sitting right in front of them. For PCs, you must authorize us to take controls each time, so you can be assured that we aren't doing anything you aren't able to sit there and watch. For servers and other types of equipment, we use standard username and password credentials, just as we would if we were standing in front of the machine.
8. Why should I choose Managed Services instead of a traditional hourly consulting service?
The biggest problem with hourly support is that it's generally delivered on a reactive basis, and when it is being delivered, you are often paying the consultant to first discover what the problem is and then to solve it. Hourly support puts all the "time and expense" risk on you. Managed Services places all that risk on us.
9. What is a Network Operations Center (NOC)?
A NOC is a big fancy room full of computers and systems engineers that are all focused on just one thing: proactively monitoring our customer's IT infrastructure looking for problems to solve. So, instead of wasting time driving all over town, we invest that time in bettering our service to you.
10. How will working with Enablesoft make my company better?
In business today, effective use of technology can make the difference between leading the pack and chasing it. Competition is brutal, margins are thin, and staff are always being asked to do more in less time. Technology can make a significant improvement if used correctly; however, most executives don't have sufficient time to be able to research all the latest technologies in the marketplace. That is where we come in. Because Dyrand manages hundreds of different environments, we are faced with the task of learning about many different types of technologies on an ongoing basis. This process constantly improves our collective knowledge - knowledge that we can then share with our customers.