Frequently Asked Questions
Find answers to common questions about Anneal Tech's managed IT services, cybersecurity solutions, and our Managed Experience Provider (MXP) approach.
What is a Managed Experience Provider (MXP)?
A Managed Experience Provider (MXP) goes beyond traditional managed service providers by focusing on the complete technology experience. We not only manage and monitor your IT infrastructure but also optimize it for employee productivity, security, and business growth. Our approach combines technical expertise with user-centric solutions to create a seamless, secure, and efficient IT environment.
What industries does Anneal Tech specialize in?
Anneal Tech specializes in serving industries with complex security and compliance needs, including commercial real estate, legal services, accounting & finance, and more. Our deep expertise in these sectors means we understand the unique regulatory requirements, workflow challenges, and industry-specific applications that your business relies on. Check out the Industries page to learn more
How does Anneal Tech's approach differ from others?
As a Managed Experience Provider, we move beyond the reactive, one-size-fits-all approach of traditional MSPs by building deep, trust-based partnerships and delivering tailored solutions that evolve with your needs. From infrastructure to cybersecurity, every layer of our service is designed to support your growth, enhance agility, and ensure your technology serves a clear business purpose.
How do I get started with Anneal Tech services?
Getting started is easy. Contact us through our website, by phone, or by email to schedule an initial consultation. During this consultation, we'll discuss your business needs, current challenges, and objectives. From there, we'll develop a proposal outlining our recommended services and approach. Once you decide to proceed, we'll conduct a thorough onboarding process, including network discovery, documentation, and setup of our monitoring and management tools.
What is included in your managed IT services?
Our managed IT services include 24/7 monitoring and management of your entire IT infrastructure, proactive maintenance and patching, helpdesk support, cybersecurity services, backup and disaster recovery, cloud management, strategic IT planning, and regular reporting. We offer tiered service levels to meet different business needs, from basic support to comprehensive IT management.
Do you offer support for remote and hybrid workforces?
Absolutely. We specialize in creating secure, productive environments for remote and hybrid teams. Our solutions include secure remote access technologies, cloud-based collaboration tools, endpoint protection for home offices, and training programs to help remote workers maintain security best practices. We ensure your team can work efficiently and securely from anywhere.
What is your approach to disaster recovery and business continuity?
We implement a multi-layered approach to disaster recovery and business continuity. This includes regular backups with verification, offsite data storage, recovery testing, and comprehensive documentation. We develop customized disaster recovery plans that align with your business objectives and recovery time requirements, ensuring that critical systems can be restored quickly in the event of a disaster.
How does your security assessment process work?
Our security assessment begins with a comprehensive evaluation of your current security posture, including vulnerability scanning, policy review, and threat analysis. We then provide a detailed report outlining vulnerabilities, prioritized by risk level, along with specific recommendations for remediation. Finally, we develop a strategic roadmap to strengthen your security posture over time, with clear milestones and measurable outcomes.
What security services do you provide?
We provide a comprehensive suite of security services including 24/7 security monitoring, managed endpoint detection and response, email security and phishing protection, vulnerability management, penetration testing, security awareness training, incident response planning, and compliance management. Our security services can be customized based on your specific risk profile and compliance requirements.
How do you handle security incidents?
We follow a well-defined incident response protocol that includes immediate containment, thorough investigation, targeted remediation, and comprehensive post-incident analysis. Our security team is available 24/7 to respond to potential incidents, and we maintain clear communication throughout the process. We also conduct regular incident response drills to ensure our team is prepared to act quickly and effectively when real incidents occur.
What types of threats do your security services protect against?
Our security services protect against a wide range of threats including malware, ransomware, phishing attacks, business email compromise, data breaches, insider threats, DDoS attacks, and advanced persistent threats. We continuously update our security strategies and tools to address emerging threats and vulnerabilities as the threat landscape evolves.
How does an MXP differ from a traditional MSP?
While traditional Managed Service Providers (MSPs) focus primarily on technical support and infrastructure management, a Managed Experience Provider (MXP) takes a more holistic approach. As an MXP, Anneal Tech focuses on the complete technology experience, considering how technology impacts user satisfaction, business processes, and overall productivity. We combine technical expertise with business acumen to deliver solutions that not only work reliably but also enhance the user experience and drive business outcomes.
What KPIs or metrics do you use to measure the MXP experience?
As a Managed Experience Provider (MXP), we track a comprehensive set of metrics beyond traditional uptime and ticket resolution. These include user satisfaction scores, productivity impact metrics, security posture improvements, strategic project completion rates, time saved through automation, and business outcome alignment. We provide regular reporting on these metrics and continuously refine our service delivery based on the insights gained.
How does the MXP approach improve employee productivity?
Our Managed Experience Provider (MXP) approach improves employee productivity by focusing on the human aspect of technology interaction. We optimize systems based on how users actually work, implement intuitive interfaces and workflows, provide targeted training programs, automate repetitive tasks, and ensure seamless integration between different tools and platforms. This holistic approach reduces friction in the technology experience, allowing employees to focus on their core responsibilities rather than wrestling with technical issues.
Does the MXP approach cost more than traditional IT services?
While there may be a modest premium compared to more basic and traditional IT providers, our Managed Experience Provider (MXP) approach delivers superior value through increased productivity, reduced downtime, enhanced security, and improved user satisfaction. By focusing on the complete technology experience, we help prevent costly issues before they occur and align technology investments with business outcomes. Many clients find that the total cost of ownership is actually lower with our MXP approach due to increased efficiency and strategic technology planning.
What are your support hours?
We provide 24/7/365 support coverage for critical issues and security incidents. Our standard helpdesk is staffed Monday through Friday from 7am to 5pm Central time. For after-hours support, we maintain an on-call team that can respond to urgent matters at any time. Our tiered support structure ensures that critical issues receive immediate attention regardless of when they occur.
What is your typical response time for support issues?
Our response times vary based on the mode of communication. Email and self-service portal requests are actioned within one business day. For critical issues that impact business operations, we recommend calling our Service Desk team for immediate assistance. We provide guaranteed Service Level Agreements (SLAs) as part of our service contracts, with specific response time commitments based on the needs of your business.
How do I contact technical support?
You can contact our technical support team through multiple channels: our self-service client portal, emailing your dedicated support email address, or calling your assigned technician through our service line. Many clients prefer our portal, which allows for detailed ticket submission, attachment of screenshots or files, and visibility into ticket status. For urgent issues, we recommend calling our support line for immediate assistance.
Do you provide on-site support or only remote assistance?
We provide both remote and on-site support. Most issues can be resolved quickly through our secure remote support tools, but we understand that some situations require in-person assistance. We also believe that in person interaction is important to building and maintaining relationships of trust, so regular onsite visits from your technician, team lead, and Anneal Tech leadership is encouraged. Our service plans include provisions for scheduled on-site visits, and we can dispatch technicians to your location when necessary. On-site support availability may vary based on your location and service agreement.