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Frequently Asked Questions
Support Agreements
Online Backups
Network
& Server Monitoring
Helpdesk
/ Support Site
Other
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Support Agreement FAQ
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What are
your rates?
Our network support
rate sheet
describes the various support plans and the free value-added
services.
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Do you service my city?
Click
here
to view our current service map. We currently service all of Washington DC,
suburban Maryland and and Northern
Virginia. We also service the northern I-95 corridor, Annapolis,
Baltimore and the I-270 corridor. Even if you're outside
of our service area, feel free to give us a call. We have many
partners in the area and may be able to locate a qualified service
provider in your area.
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Can you provide remote desktop
support?
Yes. We support
end-users all over the country by using web-based software which allows
us to take control of any computer that has an Internet connection.
The software is built right into our
support site making it easy to
locate and use.
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How much do you charge for travel?
Nothing for
monthly service subscribers. Travel for non-contract clients and
some remote/difficult locations is billed at $30.00/trip.
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What are your response times?
The response times below
are guaranteed. That means if we are unable to meet them...the
service is performed for free ($400 limit).
Emergency - 4 Hours or less
High Priority - Same Day (must be phoned in by 12PM)
Medium Priority - 2-3 Business Days
Low Priority - Next site visit
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What about after-hours
and emergency response?
After-hours support and
emergency responses are both billed at an additional $30/hour.
All of our network support agreements include at least one emergency
response per month.
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How many monthly support
hours does my company need?
Generally speaking, we use
the following guidelines for recommending monthly support packages.
This assumes in-house hosted email servers and average user ability.
5 - 10 Users = Basic Package (4 Hours or less)
10 - 20 Users = Standard Package (8 Hours or less)
20 - 30 Users = Enterprise Package (16 Hours or less)
30 Users + = Customized Onsite Plan (Starting at 8 hrs / week)
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Online Backup FAQ
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What are online backups?
Online Backups are
similar to regular tape-based backups but with one major difference.
Instead of using tapes, the data is encrypted, compressed and stored
on Qualatech servers for fast and secure retrieval. The obvious
benefit comes in situations when your tapes are unavailable, not working
or destroyed.
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How much do you charge
for online backups?
Online Backups are sold
by the amount of storage you need. Rates begin as low as $4 per
gigabyte per month. Every network support agreement includes at
least 5GB of online backup storage for a single PC or server and most
of our clients purchase additional storage to backup their entire file
servers, email and databases.
Click
here to view our online backup service
brochure
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Network & Server Monitoring
FAQ
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What is remote server monitoring
and how does it work? Our
remote monitoring servers are hosted in a dedicated Level3 datacenter
hosted by our friends at
HostVentures.com.
We utilize Big Brother PE to "ping" your server and critical network
services every 15 minutes, 24/7. In the event that a critical
error occurs, our monitor pages your dedicated technician who can begin
to diagnose the issue often times helping to avoid costly downtime.
Click
here for a 5-minute
demo of the monitoring service
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Helpdesk / Support Site FAQ
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What is the Qualatech
Support Site?
We've invested more than
$10,000 into a centralized customer/business management application
known as the
Qualatech Support Site It
allows our clients to create and track support "tickets" online and
sends automated email updates every time work is performed on your
network. That way,
you always know exactly what work was done and how many hours your
have used at any given time. It also provides our technicians
with a way to securely store network documentation and allows
Qualatech management to view technician time and client account
performance. Also, since Qualatech accounting uses this site to generate invoices, you
never have to worry about a surprise bill or inaccurate time keeping...it's
all right there at your fingertips.
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How do I access the support site?
The support site
is available at
www.qualatechsupport.com.
Take the
site for a test-run. Logon with the following
credentials:
Email:
demo@qualatech.com
Password: demo123
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Other FAQ
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Can I buy a block of time or a retainer?
Yes. Our retainers begin at 12-hours ($1,560)
and are valid for 180 days.
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What's your refund policy?
We are dedicated to customer satisfaction, so much so, that if you're
not satisfied with our services, we'll come back and get it right or
it's free. No questions asked. We're not done until your
happy.
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How can I cancel my support agreement?
We want to make doing business with
us as easy as possible. That's why we have an easy-exit policy.
If you're not satisfied with our services, you can terminate your support
agreement anytime with a 30-days written notice. No fees, no charges
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