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 SuperStar
Tech Support
FAQ
Related links:
SuperStar I.T. Page |
Superstar Details
When Does It Make Sense To Hire an
I.T. Person In-House?
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Frequently
Asked Questions
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Question: I'm thinking of hiring
someone in-house to manage our I.T. When does this make sense?
Answer:
With modern computer support systems, most
businesses with fewer than eighty (80) desktops are better off
without an in-house I.T. person.
It's True.
To find out why, read our FREE report on choosing an I.T.
Professional. Get it here:
When Does It Make Sense
To Hire and I.T. Person In-House? |
What is SuperStar Tech Support?
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First, see the
main SuperStar I.T. Consulting
page, followed by the SuperStar
Details page.
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SuperStar Tech
Support includes all support services for operating systems and
installed software. For most companies, this is the vast majority of
your I.T. spending.
What are "Managed Services"?
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Managed Services
is a term that describes a package of outsourcing services that
allows you to more easily predict both a high level of support
and a stable price for I.T. services.
Do I have to sign a contract?
Second, there's
an agreement for the "managed service" itself.
All of our service
agreements have a 30-day cancellation. So if you're not
perfectly happy, you're not tied in!
The labor agreement says I need to buy a certain number of hours
of time in a 12 month period. Is that included in the SuperStar Tech
Support?
Can you support laptops?
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Yes. In fact,
portable computers and home offices are perfect for managed
services. Because we can connect remotely to these machines to fix
problems, we can provide the same level of service that you'd get in
the office.
So what happens when I add a new desktop
computer into the mix?
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First, the
agreement is adjusted to cover the new machine. So there's a small
increase in your monthly payment.
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Second, we
come in and set up that computer. The first three hours of labor are
included in the SuperStar
Tech Support agreement. If your system is more complicated,
additional time will be billed at the rate in your service
agreement.
If KPEnterprises makes a
change to an LOB application, is that labor covered?
If KPEnterprises makes a change to my Blackberry Server, is that labor covered?
If I (or my
staff) make changes to the LOB application and something goes wrong,
is that covered?
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No.
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In order for
services to be covered under the Managed Services Agreement, all
work must be performed by KPEnterprises staff.
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If you
break something,
we charge an hourly fee to fix it.
(see above: If we break something, you don't pay to fix it.)
If I (or my
staff) make changes to the Blackberry Server application and something goes wrong,
is that covered?
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No.
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In order for
services to be covered under the Managed Services Agreement, all
work must be performed by KPEnterprises staff.
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If you
break something,
we charge an hourly fee to fix it.
(see above: If we break something, you don't pay to fix it.)
If Microsoft releases a
new version of my Server Operating System, is that covered?
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All patches, fixes, and security updates are covered. This includes
major service packs.
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Maintenance of the Operating System and software are covered.
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The
Managed Service Agreement does not cover version upgrades,
including "R2" updates. This is really a "new" operating system and
not maintenance.
Printers: Who takes care of the printers?
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Printers are included in the Network component of SuperStart I.T.
Support. If you only have us manage servers and desktops, then
printer support would be charged by the hour. If you include Network
support, then there is no extra charge for printer support.
Do You Support Virtual Machines and
Virtual Servers?
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Of course. For purposes of management, patching, monitoring,
reporting, etc., a Virtual Machine is just another machine. We
charge the same rates for Virtual PCs as for physical PCs.
We charge the same rates for Virtual Servers as for physical
Servers.
If you have more questions, please
email us. We'll respond to
you personally, then we'll update this page with the most Frequently
Asked Questions.
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