Frequently Asked Questions

 FAQ
Some of the commonly asked question are mentioned here. If you don't find answer to your question then give us a call for a free and friendly chat, it won't cost you a penny.

What do you mean when you say managed IT service?
We mean when you have a technical problem with your computers, servers or network and othe devices within your premises like printers and scanners, routers, internet security, viruses and spams, your telephone systems or indeed your broadband not working, instead calling different people for different issues, you only call us and we will deal with it. If we need to contact your broadband company or computer manufacturer we do that on your behalf. And where the problem can be fixed direct we will fix it for you. It also includes support for any application that you use. We will take care of everything for you for a monthly fee.
On what basis you charge us for a complete managed service?
It really depends on how many users are within your business. We charge a small fee per user for workstations (PC or laptop). There is an extra charge for servers and mobile devices (phone, iPad etc.). In addition to these we will install a small piece of software on all the devices that we are supposed to support. This software allows us to monitor your device for functionality and remote access as and when you need help. We will not be able to access any device without your knowledge or permission, so security is not compromised. There is a couple of quid charge for this software per device. But if you are only a small business with couple of people, you probably do not have server and the cost of supporting the entire business will be very small comparitavly.
What about our website, domain and hosting services?
If you don't have any website and business email system already, we can create all these for you (at extra cost). If you already have them, we simply look after them too for a small fee. For complete piece of mind and full control on your services we recommend to transfer your site and emails to our own hosting platform which is based in the UK and we make sure your data will stay within UK borders.By the way, we do not charge for looking after printers or scanners or routers. Support for them comes free.
Will you look after our telephone system too?
Yes is the short answer. However, we directly support your phone system if it is web based and works over internet, in other words if it is VoIP system. If it is the old fashion BT line or PBX we will use specialised third party companies. You will have to pay them direct for their service, but we will deal with the technical side of it on your behalf as part of inclusive service that you get from us.
We have MS Office already installed on our systems, why should we upgrade or move to Cloud?
Well, if you are happy with what you have, then that is fine by us. But, technology is moving forward very fast, offering better collaboration and productivity for businesses. If you want to be part of it and benefit then Cloud is something you will need to consider. The point is, if you already have Office, it gets updated every year. There are technical issues and bugs found within it all the time which has to be fixed. Instead of upgrading every now and then and pay someone to update the software for you and pay for new licenses, it is easier to leave this job to Microsoft. With Office in Cloud (Office 365) you always get the latest version of the software with the luxury of benefiting from new features added all the time at no extra cost to you and your files can be shared and accessed by everyone concerned from everywhere on any device. You are not tide up to your computer at your business premises. This would mean you always have access to your business files no matter where you are.
If we go for Office 365, do we still need Exchange in Cloud?
No. If you go for Office 365, your email systems will already be on Exchange in Cloud. Because Office 365 comes with Exchange. But some companies prefer to keep their files on their own servers within their business premises. Either for security or for legacy reasons. These type of companies may want to move only their mailing system to Cloud for better accessibility and collaboration and management of emails. In which case, we recommend to use Exchange in Cloud while they can keep other applications within their company borders. This model is really for larger companies who already have an Exchange server in the premises. Exchange management is not an easy task and does need someone to look after it constantly and companies that want to save money on employing internal IT engineers, will choose Cloud based Exchange as they will save at least £30K per year in engineer wages.

What is Web Filtering and if we use Exchange, are emails are not protected already?
Of course your emails are protected, as we have taken special measures for spam and viruses on the servers to block any harmful email. However, no email system is 100% secure because you will have leave some doors open for the emails to come in and go out. What we can do is to put a filtering system between you (your Exchange or Office 365) and the rest of the world to check every single email based on their origin, known spammers, certain words and vocabulary and other criteria. In this way we have maximised your protection. On the top of all these, you will still have anti-virus on each internal device. As you see, the threat is real. You can not afford a spam or virus or hacker hit your network. The case will be unimaginable.
Does this web filtering block my staff access to non-business related websites preventing their time being wasted at work?
To certain extend yes, but not for everything. Ideally you will need a good Firewall installed at your premises where we can define any site or email containing certain words to be blocked. For example blocking sites like Facebook or YouTube etc. If someone in your company does need to have access to these sites, we can then define these sites to be open ONLY for that particular person who use them for business purposes.
what if we are not happy with your service, can we cancel our contract?
Yes of course, just give us one month written notice. We will not tie you up for long term contract. No penalty either.
what is sla?
SLA means "Service Level Agreement". It defines how we respond to your issues and requests. They reflect our reliability, efficiency and confidence in the support that we provide on a single piece of hardware in completely isolated containers. Service Level Agreement, essentially represents our promise to deal with your ICT issues and requests within a given time frame. They show that we have an efficient and mature process for providing IT support and that you can have confidence in us. Our SLAs depend on the agreed hours cover and the priority of your issue or request. We provide bespoke SLAs to each customer to suit their needs.
what is the difference between Office 365 and windows azure?
Office 365 only takes your Office applications to Cloud. But if you want to move all your network, including your servers over the Cloud, then Azure is the answer. Azure is really suitable for large businesses or software development companies that want to run and test their software before they release them. If you are a small business, you probably do not need Azure. But we highly recommend Office 365.
who is GHC?
Global Host Centre Ltd. is our sister company which offers Cloud services for people or companies who know how to do things themselves. However, we use GHC for all managed Cloud services that we offer as GHC only deals with the most reliable and advanced suppliers in Europe and UK. They do not deal with middleman companies. In other words, we deal with the source direct.