Most frequently asked questions and answers
We start with a full-blown in-depth network assessment. First, we deploy our RMM and a diagnostic agent on your environment that collects system data to later be compiled in a report. While diagnostics are in progress, our team will begin discussing specific business needs and pain points. We also learn about our customer’s compliance guidelines, which include all federal, state, and local laws and regulations regarding confidential information and intellectual property.
We get to know you and your company so that we can really identify your needs and recommend relevant, essential, cost-effective solutions. No band-aids for problems; we address the foundation and rebuild with new or existing hardware.
The primary or alternate point of contact works with our team at each location, providing a list of tasks or lower priority support needs. In addition to desktop and end-user support requests, the list may include software or database upgrades on the server(s) as informed by a software vendor. Frequently, the Team Lead will meet with our clients to discuss IT needs or upcoming projects as recommended by our Team.
As part of ongoing service, as tasks are completed, the assigned Systems Engineer documents the issues, resolutions, and tracks time expended in NTI’s online ticketing system. At the end of every site visit, the assigned Systems Engineer will email the POC to summarize all tasks completed, the status of ongoing projects, and reference our next scheduled visit.
We are on-site as needed for project management, new technology implementation, technical backing in a lawsuit or litigation, management of a new office under construction, office relocation planning, managed cloud services, hardware and software procurement, and network security. NTI may recommend solutions for new hardware, software, or network device purchases, replacing and adding on desktops, laptops, tablets, etc. We set up the new systems with the latest version of Microsoft Windows, all PC setup guidelines, creating a local or network backup of the user’s workstation.
NTI supports all network infrastructure including routers, switches, firewalls, and URP units. Our team ensures all network components are properly configured and maintained and that all firmware is up to date. Routine preventive maintenance is completed on-site to facilitate server restarts and power cycles of other network equipment in-person to ensure services are resumed as normal.
As a Microsoft Certified Partner, NTI supports all Windows servers and Windows domains. Our team regularly monitors server performance to identify issues in a timely fashion and ensure all servers are properly configured and maintained. Active Directory audits are also completed by our team regularly to ensure active accounts are authorized and those that do not belong in the Active Directory are disabled or deleted.
Yes, but we are not a remote-only IT support services company. We assess the issue, and plan a course of action after considering the factors. We do what we can remotely, and schedule an on-site visit if needed. Many high-priority support requests can be completed remotely. Other forms of remote tasks include new user account creation, password resets, and editing or removal of existing users. NTI manages an up-to-date hardware and software inventory for clients with our online portal in conjunction with our team’s Remote Monitoring and Management (RMM). NTI references the inventory when meeting with clients to discuss their life-cycle of hardware, as well as managing licenses and subscriptions that are coming up for renewal.
We can schedule weekly, bi-weekly, monthly–whatever fits your service and contractual needs.
Our operations are set up in a way that enables us to manage the weekly/monthly needs of our customers. We have a main point of contact (POC) and an alternate point of contact.
All support requests flow through the main POC. The request is received and completed through the POC. It is up to that individual to determine the priority of the support request, i.e. if it’s important enough to complete outside of regular hours. Typically, we suggest that if it can wait until our scheduled site visit, that’s better so as not to incur additional cost to the client.
If you have a request and it’s not your scheduled visit, your primary or alternate point of contact submits a request; depending on the severity of the problem, we complete this remotely or send one of our Systems Engineers out within 2 hours.
Fixed-rate unlimited IT support is ideal and most cost-effective for most small businesses, but it’s not absolutely required; we offer hourly rates to get started, address specific project needs, then reassess after 3 months. There is a contract that meets your needs. At the end of the day, we are here to support your small business in what it needs; we are happy to work with you to find the best solution.
We supply a Disaster Recovery Plan (DRP), based on your budget and what fits into your financial plan. You don’t have to do it all at once, but if it’s within your means to implement a full DRP, our expert consultants will meet with you to discuss your options.
(We get asked this a lot, believe it or not!)
Technically, the Cloud is anything hosted on the internet. It’s anything hosted outside of your local area network (LAN).
In the simplest terms: everyone has a LAN. For example, a gmail account connects to a server in the cloud. Anything hosted on the internet has been around for way longer than the term ‘cloud’ came about. (It’s really just a marketing thing.) A couple of decades ago, we would draw a network diagram, starting with a cloud, “internet” in the middles, connecting to a firewall, branches to the IT department, pc’s, etc.
It’s easy to get wrapped up in the mystery of the elusive “cloud” and all of the details of ‘how’, but if we centralize the need for your LAN (see below on cloud services provided), it’s really very simple.
The Cloud provides accessibility. It removes the need for hardware by utilizing Software as a Service (SaaS).
The cost can be high initially–for 100 users, it’s generally $10,000. This includes hardware, exchange, licensing, AND labor. Labor is about ⅓-½ of that–the hours to set up the exchange and manage the migration. It’s a big investment initially, but if you choose to lease storage, you could be putting out $1,000/month for 100 users. Better solution: have the exchange server on site. It acts as a ‘private cloud’ for your company. Consider it as you would leasing vs buying a house: consider the size of your company, determine the return on investment (ROI), and make the smartest decision for your company from there.
Other things to consider: average lifespan of a server is 6 years. There is never a renewal of 365 licensing because your Microsoft Client Access Licenses (CALs) never expire. Most of what we do is supporting the staff of the client. Instead, you could have everything set up with us and have a return on investment in 10 months.
When it comes to securing your business information properly, a router typically used for home-based service is not going to cut it. We partner with Check Point, Barracuda, SonicWALL, Ubiquiti and more to have the most immediate access to the solution you need to make sure you have the highest level of systems security, whether working from home or in a corporate office.