FAQs

Q?

What is managed IT services?

A.

Managed Services is the proactive management of an IT (Information Technology) asset or object, by a third party typically known as a Managed Service Provider (MSP), on behalf of a customer. The operative distinction that sets apart an MSP is the proactive delivery of their service, as compared to reactive IT support. Think of it in terms of your car – every night you park your car in a garage for maintenance versus leaving it exposed to the elements and then when it breaks down taking to a mechanic for more expensive repairs and downtime. Typically, MSPs will have the following distinguishing characteristics:
  • Have some form of Network Operation Center (NOC) service
  • Have some form of service or help desk service
  • Be able to remotely monitor and manage all or a majority of the objects for the customer
  • Proactively, compared to reactive, maintain the objects under management for the customer
  • Delivery these solutions with some form of predictable billing model, where the customer knows with great accuracy what their regular IT management expense will be
Trust increases substantially since the MSP now has assumed shared risk with the client enabling what can truly be called a partnership. You can rest assured that any decision we make or advice we give is in both of our best interests because if something goes wrong, it is at our expense.

Q?

What kind of companies are good candidates for managed services?

A.

If you can relate to 3 or more of these statements, your company will benefit from a Managed IT Services approach:
  • You realize that IT is an integral part of your business that can no longer be handled by the boss’s kid, one of your staff members, or the guy next door.
  • You understand that IT is no longer an optional expense, but, an operational expense similar to the electric power company.
  • You want an IT firm that thinks like a Business Owner before thinking like IT technicians.
  • You just want it all to work!
  • You did not choose your career to monkey with IT issues.
  • You understand what it costs your company for you to not focus on your top priorities.
  • You do not want to be in the IT business.
  • You do not want to deal with IT.
  • You are done trying to get techies to understand what you really need.
  • You realize the hourly cost of downtime and business interruption is so much more than a technician’s hourly rate.
  • You are finished with trying to manage depreciating assets.
  • You are done with finding, hiring, and managing IT staff.
  • You never want to deal with Technology vendors blaming each other.
  • You realize that a break/fix IT support company is not incentivized to fix your problems.
  • You put up with IT support issues because you do not want the trouble of changing to another support provider.

Q?

So if a service plan includes an unlimited number of hours, it must be more expensive than “normal” IT support, right?

A.

Not at all – in fact, over the long term, most of our clients enjoy lower IT management costs than they did when they were still on the traditional “break-fix” IT support model. What’s more, managed services costs are completely predictable, whereas traditional “break-fix” IT support results in highly unpredictable expenses.

Q?

What happens to my bill if I use x number of hours more than usual in any given month?

A.

Nothing. Your monthly bill is based on the number of machines under management, not on the number of hours of support that you require.

Q?

But how can you charge a fixed price for unlimited support? What’s the catch?

A.

There is no catch. We know what level of network health is achievable on any given network and we know how many hours of support are needed by a network of that complexity, when it’s properly managed. We can use those ratios to predict how much support you’re likely to need once we stabilize the network.

Q?

How much do your services cost?

A.

Right Click doesn’t use a one-size-fits-all pricing model. We customize our offerings and develop a service model that best match the unique environment and needs of each client. Our aim is to deliver our services at a fixed monthly cost that is affordable and sustainable. We also offer consulting and project-based labour which may be offered at block hours or project flat rates.

Q?

I only want to pay when I need you. Why would I want to pay a monthly fee?

A.

The “Break-Fix” (pay-as-you-go) model is when an organization calls an IT service provider to fix a single problem. The provider usually goes onsite, and repairs the issue, then sends a bill for their time. This model rewards IT companies when things break. One of the issues with this type of arrangement is that there is no incentive to fix any problem but the one the technician has been called in to fix. Today’s computer networks need regular “care and feeding” to catch and correct problems when they are small and easy to handle. Managed Services reward both the client and the IT service provider for UPTIME! It is in the best interest of both companies to maintain a strong and healthy network..

Q?

What if my network is not at the minimum baseline requirements?

A.

Then we have a problem that must be corrected before moving forward. We are unable to deliver the results you expect if your equipment or software is not current. Prior to executing a service agreement with your organization, we will survey your network and give you a proposal to document your network and to get your network to a minimum baseline that we will support. This includes an inventory of all hardware and software. You will receive a copy of this documentation for your records. We highly recommend you have this type of documentation on hand regardless of who you select for network support for your own protection.

Q?

We have IT employees. What can you do for us?

A.

No problem. Many of our commercial clients have an existing IT staff. If you already have IT employees, we will work with them to relieve their daily responsibilities so they can focus on larger projects. This allows your existing IT staff to work more efficiently, saving your agency time and money. We offer customized IT plans based on your technology needs. Our plans range from 100 percent coverage to simple network monitoring and antivirus protection. We are able to automate tedious tasks that take up much of your IT’s time and can allow your IT to focus on bigger picture issues.

Q?

What happens if we try out your service but find that we don’t like it?

A.

We’re confident that you’ll find value in our service. So much so, that we’ll allow you to cancel the contract with no notice at all, within the first three months, if you find our service is not what we have stated.

Q?

Does your firm come to my office when I have a problem?

A.

f the problem you are experiencing cannot be remotely repairing quickly, then we immediately dispatch a technician to your office to make the repairs. Additionally, you will have scheduled on-site Network Administrators that can resolve issues that Help Desk could not.

Q?

Can you explain in detail what you mean by “Microsoft Patch Management”?

A.

Microsoft releases security updates, service packs, feature packs and/or update rollups for many of its products throughout the month.  These updates are critical in keeping your computers and/or servers running at peak performance as well as protecting them against the latest security threats. These patches are deployed to our testing environment shortly after Microsoft releases them; we verify that they do not cause any immediate issues and schedule them to be deployed to our managed services machines within 2-4 days. Windows Update, normally, installs only recommended updates and not service packs, update rollups for server products or larger updates to the operating system. This is due to licensing restrictions/anti-trust regulations that Microsoft is under and therefore we test and handle the deployment ourselves; eliminating the possibility of a computer missing a necessary update.

Q?

It seems like we’re always losing files and spending hours on end looking for them. We need help in organizing “how” we keep and use our data – something that’s easy for all of us to learn and remember. Can you help us with that?

A.

You bet. That’s one of the things we do for our managed services clients. We can help you to ensure your data turns into information and is used to help you manage your business better! At Right Click we believe technology should enable your business…not restrict it.

Q?

Our company relies on our Windows mobile smartphones for email and data. Is there any way you can set-up and manage them or do I need to contact my mobile phone service provider?

A.

Yes, we can set-up, connect and manage accounts for any company issued Windows mobile smartphones.

Q?

Our computer equipment is becoming obsolete. Yet, we don’t have the slightest idea of what we should do, what we should buy or when we should do it. Do you do stuff like this?

A.

Actually, it’s one of the things we do best! We help our clients plan for computer needs as their business changes. Then we help them get the very best prices for what their business needs. We then install and integrate the new products ensuring your company’s computer systems are running in tip-top shape.