Remote Management fREQUENTLY aSKED qUESTIONS

Q: What is Remote Systems Management?

A: Compu-Cure’s Remote Systems Management is a service that allows your computer to safely and securely be monitored and serviced to prevent common problems and run more efficiently.

Q: Don’t most programs update automatically?

A: No, not all software install updates as often as needed and care needs to be taken as to which upgrades best would serve you. This service provides much more than just program updates.

Q: Why do I need this service? I have a computer guy that comes in when I call.

A: On-site computer technicians are one choice, this service goes beyond what they can offer for a lower cost. Daily monitoring, updates, and maintenance happen behind the scenes and prevent most issues. These services also allow you to project your computer systems budget and avoid shortfalls.

Q: What does the service include?

A: There are actually two levels of service available for both servers and desktops.

Q: What happens when I have an Issue?

A: It depends on the level of service you have selected. With Essential Care plans you would either place a call to our toll free service center, or create a ticket via e-mail. A technician will then contact you based on the severity of the issue. With our Advanced levels of support you can call, toll free, support technicians that can provide immediate support depending on the severity of the issue.

Q: Do I need to be the one who calls for service?

A: Generally speaking it is best to have one main point of contact within your organization. This allows you to more easily monitor for duplicate issues. It also allows our technicians to have a more complete picture of the issue at hand. For instance, if one person cannot get on the network, it generally means that there is a problem with that system, if everyone or a group cannot access the network, there is usually a larger problem. This is not to say that every support request must be initiated from one person. If any user in your organization has an issue, they can feel free to initiate a request for service.

Q: What are the limitations on the number of calls for service I can make?

A: With our Advanced Server and Systems Care service levels there is no limit to the number of requests for service if the service request can be handled by our telephone support team. Our Advanced Server Care plan includes unlimited service requests for particular types of requests, and fee based service beyond that. With our Essential Systems Care, additional fees may be assessed for each support request.

Q: What if I have a major problem, like my systems or servers fails?

A: Unfortunately, not all issues can be handled over the phone or remotely. In the case that your service request falls outside of the normal terms of service, there may be additional fees for service. You, as the client, would need to approve these charges before services are rendered.

Normally with the advanced monitoring included with all of our plans, we would be notified long before you had an outage. But in some cases, disaster can strike without warning. Please also consider out Remote Backup Service. In all cases, quality of service and systems availability are our primary objectives.

Q: What is covered under the service contract?

A: All of the software listed below is included in the contract. Service is outlined by, but not limited to the following. All third party and “Line of Business” apps will be handled on a best effort basis.

Q: What sort of reporting is included?

A: We track all service requests, updates, and assets. There are various levels of reporting from immediate to monthly. These can be delivered via e-mail or accessed on line.

Q: How much does all this cost?

A: Pricing varies for each client’s unique circumstances. Pricing is based on a monthly subscription, based on the number of systems, servers, and devices covered. Basic pricing based on each service level is:

Most of our clients find that being invoiced annually is much easier. If you choose to pay annually we provide a discount equal to one month of service. Ask your Account Representative about additional discounts.

Q: Is there a plan to avoid hourly support fees?

A: Yes, we have plans that include remote and on-site support. Please ask your account representative about these plans.

Summary;

With Compu-Cure’s Maintenance and Service Plans there are no setup fees, no hardware to buy, and with our automatic backups, little additional management required to oversee it all. These take the hassle and cost out of your computer systems management. Call today or fill out this form for more information on how we can make you safer and more profitable.