Frequently Asked Questions

We specialize in serving small to medium-sized businesses across diverse industries including healthcare, legal, financial services, commercial real estate, non-profits, retail, and professional services. Our team understands the unique technology challenges faced by growing businesses and provides scalable solutions that grow with your organization.

For critical IT emergencies that affect business operations, we provide immediate response during business hours (8 AM - 6 PM CST, Monday-Friday). Our managed service clients receive 24/7 emergency support with guaranteed response times based on their service level agreement. Non-critical issues are typically addressed within 4 hours.

We offer both remote and on-site IT support services. Many issues can be resolved remotely through secure connections, which allows for faster resolution times. However, we also provide on-site support when physical presence is required for hardware installations, network setup, or complex troubleshooting.

While we're based in Texas and provide extensive on-site coverage throughout Austin, Dallas, San Antonio, and surrounding areas, we serve clients across North America through our remote IT services. Many of our services including cloud management, cybersecurity monitoring, and virtual CIO consulting can be delivered effectively regardless of location.

Our comprehensive cybersecurity assessment includes vulnerability scanning, penetration testing, security policy review, employee security awareness evaluation, and compliance gap analysis. We examine your network security, endpoint protection, data backup procedures, and incident response capabilities to provide a complete picture of your security posture.

Healthcare organizations must comply with HIPAA regulations, financial services need SOX compliance, organizations processing credit cards require PCI-DSS compliance, and legal firms must maintain attorney-client privilege protections. We have extensive experience helping businesses achieve and maintain compliance with these and other industry-specific regulations.

We recommend quarterly formal security awareness training sessions combined with monthly simulated phishing campaigns. This approach keeps security top-of-mind while allowing employees to practice identifying threats in a safe environment. Training should be updated regularly to address emerging threats and new attack methods.

Our incident response process includes immediate threat containment, forensic analysis, affected system recovery, stakeholder notification, and compliance reporting as required. We maintain detailed incident response plans tailored to each client's specific environment and regulatory requirements, ensuring minimal business disruption and proper legal compliance.

Our managed IT services include 24/7 network monitoring, proactive maintenance, help desk support, patch management, antivirus protection, data backup monitoring, hardware lifecycle management, and strategic technology planning. We also provide regular business reviews to ensure your technology investments align with business goals.

We maintain a comprehensive inventory of all software licenses, track renewal dates, and manage the renewal process on your behalf. Our team ensures you remain compliant with licensing agreements while optimizing costs through volume purchasing and license right-sizing based on actual usage patterns.

Absolutely. We collaborate effectively with your existing technology vendors including internet service providers, phone system vendors, and specialized software providers. Our goal is to serve as your primary IT coordinator, ensuring all technology components work together seamlessly while maintaining existing vendor relationships that serve your business well.

We provide monthly performance reports including system uptime statistics, security event summaries, help desk ticket resolution metrics, and technology utilization analysis. These reports help you understand the value of your IT investments and identify opportunities for improvement or optimization.

The choice depends on your specific business needs, existing technology investments, and user preferences. Microsoft 365 typically works better for organizations heavily invested in Windows environments and requiring advanced business intelligence tools. Google Workspace excels for businesses prioritizing simplicity, collaboration, and cost-effectiveness. We provide detailed assessments to recommend the best fit.

Our cloud migration process includes comprehensive data encryption during transfer, secure authentication protocols, access control implementation, and thorough testing before going live. We maintain detailed migration logs and provide rollback capabilities to ensure data integrity throughout the entire process.

We provide comprehensive cloud management including security monitoring, performance optimization, cost management, backup verification, user access management, and compliance monitoring. Our team also handles software updates, license management, and provides training to help your team maximize cloud platform benefits.

We implement cloud cost management strategies including right-sizing resources, identifying unused services, optimizing storage tiers, and implementing automated scaling policies. Regular cost reviews help identify opportunities to reduce expenses while maintaining or improving performance and security.

We offer both managed service agreements with predictable monthly costs and project-based pricing for specific initiatives. Managed services are typically priced per user or per device, depending on the service scope. Project work is quoted based on specific requirements and complexity. We always provide detailed proposals with clear scope definitions.

Our Essential tier covers basic monitoring and support, Professional adds proactive maintenance and strategic planning, and Enterprise includes 24/7 support with dedicated account management. Each tier has specific response times, included services, and support hours. We help you select the right tier based on your business requirements and risk tolerance.

Our managed service agreements typically run for 12-24 months to ensure consistent service delivery and cost predictability. However, we offer flexible terms for businesses with specific requirements. Project-based work doesn't require ongoing contracts. We focus on earning your business through exceptional service rather than restrictive contract terms.

After-hours support availability depends on your service tier. Our Enterprise tier includes 24/7 support at no additional charge. Professional and Essential tiers include emergency support for critical issues, with non-emergency after-hours requests subject to additional charges. We clearly define what constitutes emergency support in all service agreements.

We need to understand your current technology environment, number of users, specific challenges you're facing, industry compliance requirements, and business objectives. A brief network assessment helps us identify your hardware, software, and infrastructure components. This information allows us to provide accurate recommendations and pricing.

Implementation timelines vary based on service complexity. Basic managed services can be implemented within 1-2 weeks, while comprehensive cybersecurity implementations or cloud migrations may take 4-8 weeks. We provide detailed project timelines with key milestones and work to minimize disruption to your daily operations.

Yes, we provide comprehensive training as part of most implementations. This includes user training for new systems, security awareness training, and ongoing education to help your team maximize technology investments. Training can be delivered on-site, remotely, or through a hybrid approach based on your preferences.

We're committed to your complete satisfaction and work closely with clients to address any concerns immediately. Our service agreements include clear performance metrics and resolution procedures. If we can't meet your expectations, we'll work with you to transition services appropriately. Our goal is building lasting partnerships through exceptional service delivery.