Virtual IT Department FAQ
What’s the difference between a Wessman Service Agreement and a Wessman Virtual IT Department?
Both initially configure and fine-tune your network’s computers and servers for maximum reliability. The essential difference is that the Service Agreement tends to be re-active to problems as they develop, and focuses on eliminating computer downtime, while the Virtual IT Department works routinely and dynamically to prevent problems while expanding the functionality of your entire information system.
In addition, the Virtual IT Department performs regular operating management such as backups, data recovery, configuration changes, updating virus protections, Service Pack Upgrades, password regulation, and other routine systems-administrator duties. The fixed monthly fee for a Wessman Virtual IT Department is larger than for a Wessman Service Agreement. It may be more appropriate for a larger business, but can be cost-effective for both large and small companies.
Every Wessman Virtual IT Department client is asked to designate a systems “Coordinator,” who has a Wessman counterpart who will meet with him or her before beginning the Agreement and who will stay familiar with your situation.
Is there a limit to how many times we can call you?
No. If you call us once or a hundred times in one month your cost does not change.
What if the receptionist has a question? Can he or she call the help desk?
Certainly. Any user in your company can call the Wessman call center requesting service, and our Technical Specialists will solve the problem over the phone, with remote-access to your network, or by sending a Field Support Specialist to your site. This is the most direct and fastest way to address problems, and it protects you and your Coordinator from being disturbed by minor computer hassles.
What if I have problems with my application software such as QuickBooks, Word, or my contact manager? Can you help me with that?
We do not offer training in the use of off-the-shelf programs as part of the Wessman Virtual IT agreement. We can help implement and install software packages. Most primary applications have support plans and agents that we connect you with.
What if I need custom software? Does the Virtual IT agreement cover that?
No. We do not design custom software for you, although we can solve many problems using off-the-shelf programs. We can coordinate custom application and website programming outside the Virtual IT agreement.
Is there anything IT-related that you don't cover?
Yes. There are mechanical and obscure problems that we do not address directly. There are companies that specialize in those exacting tasks, and we connect them with you. There are problems that we cannot take responsibility for, and that is only fair. All coverages and non-coverages are clearly defined in your Agreement, so there are no surprises.
What about software licensing?
We follow all the rules of the application and operating-system software vendors to make sure you are compliant in all your software licensing. We can also give you a report of your current license compliance.
What if I need new equipment? Does the Virtual IT agreement cover that?
The Wessman Virtual IT agreement includes the cost of repair or replacement in the case of equipment failure, but not the cost of new equipment or reconfiguration and upgrades to existing equipment.
We will provide top-quality equipment for you and we make sure your Coordinator is aware of, and approves, all purchases and their cost. We have an optional plan that will pay for the cost of replacing covered equipment on a three-year cycle. Our philosophy and practice is that the best equipment, properly configured, is the most reliable and the most cost-effective over time.
Can you get us good deals on computers?
We will deliver you the most reliable and cost-effective hardware. That’s the best deal of all. Over time, that can save you the entire cost of some monthly services.
What if I need a new server or to add a server, do I have to pay additional for that?
Only for the hardware and initial configuration. All server migrations, conversions, and installs are included. We have an optional plan that will pay for the cost of replacement equipment on a three-year cycle.
What is your response time?
Wessman Computer Services will make certain that you and your people will receive our support when you need it. Wessman will respond well within the guaranteed response times specified in your Agreement. Those will depend on your specific work schedule and other requirements.
What if I have questions regarding which software to buy or system to install?
Your Wessman representative is available to you at all times for advice and solutions. Extensive research to determine the best software choices is not included.
How do you determine the cost of a Virtual IT Department?
We have ballpark pricing that can be quoted over the phone, but an exact price needs to be determined following a site assessment, so it will exactly conform to your needs – neither costing you more than it should, nor leaving you unprotected in important areas.
If our office grows or downsizes, does our Virtual IT Department cost change?
We understand and expect that your company will grow and change. The Wessman Virtual IT agreement is designed to accommodate a normal short-term range of changes. When an agreement is extended, a new range is defined. If your office changes dramatically outside that range, the changes can be integrated into the agreement by mutual consent.
What If I move? Will you help us out with that?
Yes. We will re-setup all your machines (once they are on-site) and re-configure your network. We can coordinate with your telecom company to make sure your internet and phone lines are live when you begin working at your new location. Zero down-time is always our goal.
What if I have a disaster?
In the event of a disaster, we will be on-site with multiple technicians to get you up and running as quickly as possible, subject to outside influences beyond our control (e.g., no electricity, high water, etc.).
We recommend that you insure your information systems, as the cost of replacing hardware losses from natural and man-made disasters is not included in the Agreement. Wessman Computer Services will replace your lost equipment with the most reliable and cost-effective modern equipment as quickly as it becomes available.
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