FAQ

FAQ

In what ways do I benefit from Managed Services vs. hiring my own IT specialist?

One of the biggest benefits is the ability to predict your expenses for all things technology. In hiring an in-house IT specialist, there are key factors to remember- you are paying a salary, vacation time, benefits and this person could leave at any time for another job opportunity. Other costs include the need for hardware and software licenses, and a typical need for outside consulting support. A lone IT person cannot be at multiple sites or helping more than one person at a time- with Managed Services there are multiple Engineers on-call able to travel on-site or virtually manage systems. The costs for hardware, software and need for special licenses are a burden taken off of your plate- we manage these for you. You are also benefiting from the stability of having someone always managing your systems who is not going to leave you! We are always proactively looking at your systems so that IT solutions do not cost you a fortune- our goal is to not make things costlier for you- we want to ensure there are no hiccups and costly repairs, hence our constant management of your network! Don’t hire a seat warmer to get you through one day at a time- hire a Managed Services Provider who provides you with long-term solutions for your goals. ATG has your best interest at heart and is ready to tailor your plan TODAY!

Are your familiar with unique line-of-business applications and programs?

We own the problems with all line-of-business applications for our clients. 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. We are up-to-date on current certifications and thrive on any new education experiences- so if we do not know your special system (which is a rare occurrence!), we will learn it in a jiffy!

What exactly is Managed Services and what if I just want you to perform a few of the services?

Managed Services is an amazing all-inclusive service that we customize for you so that you can successfully run your business with no IT headaches and no down-time in the event of an emergency or disaster. There is a predictable flat-rate monthly fee including all services and hardware, allowing you to budget easily for your IT solutions. We give you 2/47 maintenance and proactive management of your Network Systems, keeping your data safe and securely backed up, all while you continue to do what you do best- run your business! No service or request is too small or too large; we are here to serve you with any special projects, temporary IT consulting work, telephony systems, Security and Protection, Email, Troubleshooting and strategy about new systems that can benefit your daily functions. Contact us for any needs and we will customize a plan just for you.

But my computer seems to be running fine- do I really need regular maintenance and updates?

One of the biggest and most costly misconceptions that business owners have is that your network does not need regular maintenance and updates. Usually this is because they’ve been fortunate enough to have never encountered a major disaster. Computer networks are complex and dynamic systems that need regular updates and maintenance to stay up, running fast and problem-free. As a service, we perform critical updates weekly, monthly and so on. Lack of system maintenance is the number one reason most people end up losing valuable files and incurring heavy computer repair bills. We apply new security patches, update antivirus, firewall, spam-filter, spyware and other super crucial processes to keep your network running fast and free of malicious threats.

What is your backup process?

On-site and Off-site backup plans are crucial in the recovery of your valuable data should a disaster or unforeseen emergency arise. We insist that all of our clients have an appliance on-site for their on-site backup, which we set up and manage fully. This on-site server then updates the off-site cloud backup for double measure. All clients receive a disaster recovery plan for their data and network. It is our goal that during any disaster, your data is retrievable and done so quickly. We perform a monthly “fire drill” to perform a test restore from backup to make sure your data CAN be recovered in the event of an emergency. And before we perform any updates or projects, we always backup your system as a precaution in case of hardware failure or silly glitch.

Do you provide detailed invoices that clearly explain what I am paying for?

We provide detailed monthly 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 you consistently and proactively offer new ways to improve my network's performance or do you wait until I have a problem to make a recommendation?

As a new client, we always perform a Network Assessment first. We create a report of findings with recommendations and ways to improve and increase functionality of your daily processes. You can expect this as a standard practice. Critical updates are performed weekly, monthly and so on- we are proactively monitoring your network to ensure you do not have any unforeseen problems. Monthly, we perform an on-site visit as a “check-up” time to address any issues and simply add to our relationship of face-to-face care. Quarterly, a Network Engineer conducts a review meeting with each client 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. At the quarterly review, reports of findings are also provided outlining topics such as statistics, network threats and upcoming hardware or network updates- proactively taking care of all issues to ensure you lose no down-time. Ultimately as a Managed Services Client, you can rest assured that we are monitoring your Network Systems 24/7.

Do you answer the phone live or do you always have to leave a voicemail and wait for someone to call you back? And what other ways can I get in touch with you?

We answer our phones LIVE from 8:00 a.m. to 5:00 p.m. and by calling the same SUPPORT LINE, you will reach us after hours and on weekends. If you cannot access your computer network and cannot get in touch with anyone, it’s incredibly frustrating- so we are always accessible. You are also able to submit an online help ticket any time of day and an Engineer will respond promptly.