FREQUENTLY ASKED QUESTIONS
Managed IT Services
What should I look out for in selecting a managed service provider?
Simply put, watch out for hidden fees. If not clearly defined, other companies’ support agreements can quickly turn into time and material tasks you thought would be covered in your monthly support agreement.
Why are other companies saying they manage infrastructure remotely?
For things that are operating trouble free and are on the network, they usually can. Things like installing a new PC, doing a power reset, setting up a phone at a person’s desk and a variety of other small tasks, still need to be done onsite. And most importantly it is hard to understand the ever-shifting priorities of a company if there is not a routine presence.
What is not covered?
Projects that require more than one person at a time beyond the available package hours is covered at an additional fee.
What do you mean by "no limits" IT managed services?
Many providers cap the number of tickets, time spent on projects and are eager to start billing by the hour when something unexpected happens. We do not do that here at PCM. You are paying us to manage your IT for a flat fee and that is what we are going to do.
What is your process for on boarding?
First, we take a few weeks of documenting, setting up and getting control of your IT infrastructure. Next, we train your staff on how to log tickets, escalate problems, and get support. Then we “go-live” and in the beginning there is usually a flood of tickets which we burn down over the following 2-3 months. After that the environment stabilizes and while we keep supporting day-to-day activities, we start to work on the projects that really start to take your IT to the next level.
What is considered after hours?
Outside our normal operating hours of M-F 8:00 AM – 5:00PM EST is considered after hours.
Is my company the appropriate size for outsourced IT?
We offer both remote and onsite services for outsourced IT whether the company is 1 employee or 100 employees. If the company has a designated IT staff member, we can coordinate with them for remote only services.
Backups
How do I know if my back up is working?
Backup reports, screenshots of the backup image upon booting up and verifying it is working, or manually checking the backup(s) within a software program.
These are all services we offer with our backup service:
- Any device on your network, 24/7 backups. We manage and store your important data on a secured, local server, or remotely.
- Our data backups are located within a Tier 3 datacenter with government approved AES-256 strong encryption.
- We can run full, differential, or incremental backups.
Internet
Where/what is the Internet?
“In a little black box on top of Big Ben”
No one owns the internet or controls it. Hundreds of thousands of individual networks voluntarily interconnect to create the internet.
What IS the cloud?
It is a metaphor for a global network of servers with a unique function. Instead of accessing files and data from a local computer, they are being accessed online from any internet-capable device such as your phone, tablet, or PC.
Is there protection from the Internet going down?
We can find other providers in the area or install one of our cellular data (4G) failover devices.
How do I know if a cloud server will help me?
There are several instances of cloud server usage:
- Users would like to remote into the server and use it the same way as their desktop for specific application(s)
- A company needs to connect an application to a server but wants it to be offsite (whether for security, cost, or backup reasons)
- To be able to access the server from anywhere and utilize a datacenter’s network speed (which is typically faster) rather than their office’s internet speed.
What’s the easiest way to check if I’m overpaying for phone or Internet?
Before renewing with your Internet service provider (ISP) or phone provider check who else provides the same services in the area.
Network
How do I know if my network is secure?
Questions to ask:
- Is your Wi-Fi password protected?
- Is your SSID hidden? (smaller or home networks)
- Does every computer on your network have anti-virus?
- Have you reconciled user accounts per computer and per domain controller?
What’s the easiest and most secure way to share files between employees?
Either a dedicated file server or sharing a file/folder from an employee’s PC with password protection.
Updates (PC, Server, Environment, etc.)
How do I know if it’s time to replace my PC?
- In some cases, computers can be upgraded instead of replaced.
- If the computer is slow, can’t run programs, or operating system is no longer supported.
- We recommend a max life of 8 years on a desktop/laptop.
How do I know when my server is too old?
- Typically, we recommend replace after 6-8 years as technology doubles about every 3 years.
- When Microsoft no longer supports or updates the operating system.
- When the vendor no longer supports the program(s).
Working From Home
What do I need to work securely from home?
A VPN (virtual private network), email access, anti-virus software and private/home internet access (not public).
Purchasing Equipment (PCs, Laptops, Servers, Printers, etc.)
How do I determine the best kind of printer to buy for my office?
It really depends on the features needed such as:
- Scan to folder
- Scan to email
- Printer app for mobile devices
- Color printing
- Black and White printing
- Laser printing
- Ink Cartridge
- Fax capability
- Page count per month
- Wi-Fi or wired connection or both
EDR
What is EDR?
EDR stands for Endpoint Detection and Response
What is active EDR?
Active EDR allows tracking and contextualizing everything on a device. Active EDR is able to identify malicious acts in real time, automating the required responses and allowing easy threat hunting by searching on a single IOC.
What is the difference between Antivirus and EDR?
- Antivirus is a preventative tool that depends on signature-based detection, and it doesn’t provide visibility into how an attack plays out. It can prevent malware but doesn’t tell where it came from or how it spread across the network.
- EDR provides the full picture detailing how an attacker gained access to the system and what happened afterwards.