Frequently Asked Questions
Find answers to the questions we get asked the most about our services and solutions.
Do you offer after hours support?
We offer three tiers of support coverage: Standard, Extended and Comprehensive.
What's included in your service tiers?
We offer three levels of service: Essentials, Preferred, and Advantage. Here’s what’s included:
How long does it take for you to respond?
Advantage Tier clients are guaranteed a 1 hour response time.
Can we view and manage our network as well?
Yes. We give you the same access and visibility into your network that we have.
Do you have employees outside the United States?
No, all of our employees and tech support staff are based in the U.S.
Do I have to sign a long-term contract?
We pride ourselves on performing beyond expectations every day, so depending on your environment we don’t require you to sign a long-term contract.
IT Help Desk
What are your core hours of support?
Our full help desk support hours are from 7am to 7pm coast to coast (6am to 9pm CST). We also offer after hours Tier 1 support as a bolt on service.
What is your ticketing workflow?
We receive tickets via automated alerting, email, phone, or our support portal, which are then triaged and assigned to the appropriate resort for resolution, escalating where necessary and abiding by our service level agreements. You can view our full process here
What are the core applications do you support?
We specialize in the support of Microsoft 365, MacOS, Windows OS, iPhone, and Android.
Do you offer reporting capabilities?
Yes, we offer the option for monthly, quarterly and live reporting on our performance metrics and goals. If you’re looking for more information on our reporting capabilities, contact us.
Can you manage Mac and Windows together?
Yes! Learn about our Mac and PC support here.
What security measures do you take?
We support cloud applications that are on Microsoft Azure, which has many built in security measures, but is fundamentally an open protocol platform.
We work with our clients to make sure they have secure access and identity processes in place to prevent unauthorized access to data. We recommend our clients have good security policies and procedures in place around any cloud instances they’re taking advantage of. You can see the security solutions we offer here.
What if the unthinkable happens: a crash, data loss, etc.?
In general, the Cloud is dependable. But if there is an issue, technical problem, outage or something nefarious happens, we recommend our clients have a solid back up and restore solution in place to recover those files.
Can I get more cloud space as my business grows?
Yes. One of they key benefits of the Cloud is that you scale up as your business grows.
Who will have access to our data?
By definition, we will have some Admin access rights to help manage your cloud infrastructure and the nature of the applications, but our clients maintain control over these rights and are revokable at any time.
Are there security, networking or setup requirements when using cloud services?
At a minimum, you just need to be able to connect to the Internet. However, having the appropriate bandwidth and good security measures in place to ensure the use of these platforms doesn’t cause problems for you, is better.
Do you offer any training?
While we don’t offer training classes, we always provide counsel and professional expertise to our clients so their environment is set up for successful management in the future.
Am I locked into the cloud forever?
In general, cloud relationships are more flexible than standing up your own data center or having a termed contact with a hosted data center. Having said that, there are costs to migrating to a cloud platform, so therefore there are switching costs that come with moving from one to another, which you should keep in mind.
How do I get started?
Reach out to us and we will perform a short discovery process to understand what your needs are before we make any recommendations and before we suggest moving your existing applications to a different platform.
Hosted Voice Solutions
What are the advantages of Hosted Voice?
There are many advantages to Hosted Voice, but here are some common sentiments we hear from our clients:
- There is flexibility both geographically and with usage, meaning you can add or subtract users with ease.
- There are minimal to no upfront costs, and you don’t have to buy handsets if you don’t want to.
- User adoption is easy because you’re leveraging platforms your users are already using.
- Because it’s software based, the ability to add particular features you might need for your business is easy, without adding complexity.
Can I cancel my existing phone contracts?
That’s up to you. You don’t need an existing landline or mobile contract to use Hosted Voice. Of course, if your Internet connection is provided through your landline or mobile, you’ll still need that.
I'm moving, can I take it with me?
Yes. Hosted Voice works just the same as it does on a desktop, meaning it’s based on connectivity, not your location.
Will Hosted Voice work in an emergency?
Hosted Voice providers are required to support E911 capabilities. This means when you dial 911, your telephone number and location are automatically sent to the 911 operator during the call. You do not have to do anything differently to use E911.
How long does porting take?
Depending on your business this answer can vary, however porting usually takes 2 to 4 weeks depending on the carrier.
Microsoft 365 Services
How do I open a support ticket?
You can open a support ticket by sending an email with your question(s) to email@example.com.
How do I manage my licenses?
You can manage your licenses through our self-serving portal.
Note: You need to have a Global Administrator role in Office 365 to assign licenses to users.
How do I view my invoice?
You can view and pay your invoice through our self-serving portal.
I want to learn more about the Microsoft CSP Program.
Learn more about Microsoft’s CSP Program here.
I want to learn more about other Microsoft solutions you offer. Who can I speak to?
You can make an appointment to chat with one of our Microsoft 365 experts through our bookings page.
What other Cloud Solutions do your offer?
Learn more about our Cloud Solutions here.
What is Microsoft Teams?
Microsoft Teams is a chat and collaboration platform where all conversations, meetings, files, and notes can be accessed by team members in one place. This is an evergreen service that is continually evolving and developing.
How do I get Microsoft Teams?
Teams is included with Microsoft 365 business and enterprise plans.
For mobile devices, go into the Apple App Store (for iOS devices) or the Google Play or Samsung App Store (for Android), and search for Microsoft Teams.
Can I collaborate with people outside of my organization in Teams?
Yes! A team owner in Microsoft Teams can add and manage guests in their teams via the web or desktop. Anyone with a business or consumer email accounts, such as Outlook, Gmail, or others, can participate as a guest in Teams with full access to team chats, meetings, and files. Only people who are outside of your organization, such as partners or consultants, can be added as guests. People from within your organization can join as regular team members.
What is the maximum number of attendees in Teams meetings?
250 (right now)
Where can I get information on how to use Microsoft Teams?
Set up a call with one of our Microsoft experts to learn if Microsoft Teams is the right solution for your business.
Microsoft 365 Business Voice
What is Microsoft Teams calling?
Microsoft Teams Calling refers to the capability of people to make and receive calls in Microsoft Teams. Microsoft 365 subscriptions including Teams Calling from one Teams app to another Teams app. Making and receiving calls to and from landlines and mobile phones on the public switch telephone network (PSTN) in Teams is available with an add-on like Microsoft 365 Business Voice or is included in Microsoft 365 E5. These options provide a cloud-based phone system in Teams with features such as hold, blind and safe transfers, and reporting features for professionals who manage calling solutions.
What is a Microsoft Teams Calling Plan?
A calling plan provides users with a primary phone number and calling minutes to make and receive phone calls. A domestic calling plan is included in Business Voice or can be added onto Microsoft 365 E5.
What is Microsoft 365 Business Voice?
Microsoft 365 Business Voice is a cloud-based phone system built for small and medium-sized businesses. It enables users to make, receive, and transfer calls to and from landlines and mobile phones on the public switched telephone network (PSTN) in Microsoft Teams.
What's included in Microsoft 365 Business Voice?
Business Voice includes a phone system, a domestic calling plan, and audio conferencing.
Where can I learn about Microsoft 365 Business Voice?
You can learn how to plan, set up, and use Business Voice by chatting with one of our experts.
Can I use my existing phone numbers?
Yes, you can transfer your phone numbers from your current service provider.
What phones are supported?
Microsoft 365 Business Voice is experienced through the Microsoft Teams apps. Devices certified for Teams provide a seamless Teams experience on desk phones, conference phones, and meeting room systems.