FAQ - Answers to Frequently Asked Questions
Q: What are Managed Services?
Ans: Managed services let you offload specific IT operations to a service provider, known in tech parlance as a Managed Services Provider. The managed service
provider assumes ongoing responsibility for monitoring, managing and/or problem resolution for selected IT systems and functions on your behalf.
Managed services providers can offer services such as alerts, security, patch management, data backup and recovery for different client devices: desktops, notebooks, servers,
storage systems, networks and applications. Offloading routine infrastructure management to an experienced managed services professional lets you concentrate on running
your business, with fewer interruptions due to IT issues.
Q: What is TotalCare 360 ™ Service Plan ?
Ans: We designed our unique plans to either supplement your existing IT staff or provide a complete turnkey outsourced IT service solution. We make it easier than ever
to budget for, manage and understand your IT support services. Select one of our standard support plans for your business, or we'll work with you to build a custom plan that
provides just the services you need. Every plan features a unique combination of high-level on-site support, remote help desk and one or more of our essential
managed services for the ultimate in flexibility and protection.
If you have a specific IT need, chances are we support it. Here are just a few of the services offered through our IT support:
Server management services (e-mail, backup, security, database, Web, etc.)
Desktop management
Network infrastructure management (routers, switches, hubs, cabling, etc.)
System administration
Hardware support
Remote access
Security, anti-virus and anti-spyware
IT strategic consulting and expert advice
Q: Is this service subject to a 12 month minimum contract?
Ans: Correct, this service is subject to 12 months minimum, however an initial review will be carried out after 3 months to assess the level of service
and if changes are required, your account manager will make the necessary changes to your contract.
Q: Can I get Incidence Based Support?
Ans: Yes, we can offer incidence based support at our hourly prices, our engineers can be available to provide assistance when needed. Minimum 4 hours billing charges apply unless
you buy support hours in advance. You can buy 10, 20, 50 or 100 hours blocks in advance. Also, not that our priority support is only available to the clients under support plans.
Q: Do I get a dedicated Account Manager?
Ans: Yes, for all 3 of our IT Support packages, you are automatically allocated one of our account managers, who will always be available to provide assistance when needed.
Q: Can I add or remove services anytime during my contract?
Ans: Regular service review meetings will take place and if there’s an additional service you require or an existing service you no longer require, then
we can adjust your contract to suit your needs.
Q: Is On-site support included within the IT Support Manager packages?
Ans: No, however we can provide onsite support as an add-on service option. Please contact your account manager to discuss further details about
this service. Alternatively check out our add-on special offer.
Q: Can I upgrade my service package to a higher level?
Ans: Yes, simply contact your account manager and they will arrange to change your service level as required.
Q: Can I have different items of equipment/software on different SLA’s?
Ans: Yes, if you require a higher level of SLA with any particular service(s)/hardware/software just clearly identify what service you require
for each item when you sign-up.
Q: I already have an existing contract and want to add other items of hardware. How do I go about this?
Ans: Contact your account manager, who will arrange for the additional items to be added to the current contract and necessary price changes to be made.
Q: Does this service include hardware maintenance?
Q8: No, however if through remote diagnostics we identify an issue with your hardware, we can arrange for one of our engineers to visit your site to
carry out further diagnostics, at an additional cost.
Q: Will you have access to my Network at all times?
Ans: Pro-active network management will always continue to run on your network via your server to ensure your network is running smoothly; however we will only take
control of your PC once you have confirmed we can do so.
Q: What Operating Systems do you cover?
Ans: We cover a range of Operating Systems and software. Please check out our Technical Specification page for full details.
Q: Does this service include monthly reporting?
Ans: Yes, but only with the Premium and Pro packages. If you would like to add this option to the Standard package, please contact us and one of our sales representatives
will be able to help.
Monthly reporting will include:
All Incidents raised with the Service Desk for the previous month
Number of Incidents which have achieved and breached SLA
Incident response and fix times
ADHOC single incident reports within 8 hours
Availability of servers
Server CPU, Memory, Disk statistics
Patch status including number of patches applied
Number of viruses detected and removed
Q: Do you cover 3rd party software support?
Ans: Yes, but this service is only included in the ‘Pro Support’ package. However if you would like for this service to managed, please contact your account manager who will be able to add-on this service to your package.
Alternatively contact us expressing your interest and one of our sales representatives will call you back to discuss.
Q: I don’t need all the services included in the Premium and Pro packages, can I add on particular services?
Ans: Yes, this can be arranged, please contact us for one of our sales representatives to discuss in further details, or if you already have an existing contract please
contact your account manager who will be able to assist.
Q: Why should we choose you to provide our MSP services?
Ans: Our Senior management team has been in business for over 30 years in the IT industry. Our Company has launched numerous services, software and
applications for our clients in the last 10 years. We are handful of the companies that can provide development to full support services for all your IT needs.
Value of Rapidsoft System's Managed IT Services
Information Technology (IT) has become an undeniably critical component of all business operations. Your business success depends on your IT infrastructure. Managed IT services provide you the unlimited proactive support that not only keeps your network running effectively and efficiently, but it helps you reach your business goals. While you focus on your core business, Rapidsoft Systems provides you with an enterprise level IT department for less than it would cost you to manage your IT in house. Our "Virtual IT Department" gives you access to a comprehensive suite of tools and process that normally have been available only at the largest companies. Rapidsoft Systems will design and effectively manage your day-to-day IT needs while we provide strategic guidance to make sure you get the most from your IT investments
How do I get started?
To learn more about how a TotalCare 360® IT managed services plan can help support and grow your business, please call 1-609-439-4775 and / or fill out our contact form. You can be sure that a member of our managed IT services consulting teams will be happy to assist you.