When first proposing Managed Services to our prospective clientele, skepticism and
disbelief are common reactions. Thus, it is of no surprise that once the shock wears
off, a flood of questions soon follows. Having successfully converted scores of
customers from the "meter" model of hourly IT support to our flat rate Managed Services,
it is seldom that we hear an inquiry made for the first time. To preemptively address
some of your concerns, we have compiled a list of the most Frequently Asked Questions
for review below. If you have a question that is not answered in this section, please
Contact Us to discuss.
Membership Details
Support & Coverage
VirtuWorks vs. Your Current IT Support
About VirtuWorks
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How many memberships do I need?
You’ll need a membership for each computer, laptop, or server being used in your
office. You do not need additional memberships for printers, PDA’s, ?rewalls, etc.
What if I want somebody to come to my office
instead of supporting me over the Internet or phone?
To be able to offer our service at such a low price, we must first try to solve
all problems over the phone or the Internet. If we are unable to solve the problem,
we will send one of our technicians on-site or depending on your plan work with
a consultant in the area to ?x the problem.
I don’t have a broadband Internet connection; can I still be a customer of Subscription Support?
Not at this time. Our affordable business model requires that we solve most problems
over the Internet using remote control software that allows us to work on your computer
while you watch. If you don’t have a broadband Internet connection, we’ll be unable
to provide an adequate level of service.
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What software do you support?
VirtuWorks will support all Microsoft products and most of the other software products
commonly used by small businesses. We do not support Macs at this time.
Explain the Remote Control service — Is my information safe?
It’s very safe. We use remote control software that allows us to take control of
your computer as if we were sitting right at your desk. This allows us to do most
of our work over the Internet and enables us to offer you the lowest price possible.
In order to use the software on your computer, we must get your permission each
and every time. We cannot connect to your computer unless you accept a link that
we send you each time you want support. That way you can feel safe that we can’t
do anything to your computer when you aren’t watching our every move.
What hardware do you support?
We will support any hardware on a limited basis. By this we mean that we do not
do hardware repairs. We will, however, diagnose hardware problems and work with
the hardware manufacturer on your behalf in the case of warranty repairs. In the
case that a piece of hardware is not under warranty we will assist you with purchasing
new hardware or in having a hardware repaired by a VirtuWorks partner.
I’m skeptical that VirtuWorks can give me the support I need over the Internet.
Currently we are able to solve over 80% of our user issues over the Internet. We
believe so strongly in the value of our service that we are willing to offer the
first month of the service for free. Put us to the test and see how we do! Ask a
representative for details.
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Why should I use this service over a traditional hourly consulting service?
Hourly consulting is reactive in nature and expensive. VirtuWorks combines the best
IT management tools and practices with the highest level of customer service. We
proactively monitor and manage the health of your network, solving problems before
they have an impact on your business – and do it on a very affordable ?at fee basis.
We have a friend that took a couple of computer classes while in college that we call when we want computer help; why shouldn’t we just stick with that?
We’ve found through years of experience that many small businesses use a friend
or part-time employee to try to manage their computer systems. However, these people
often aren’t up to date with the latest technologies or solutions, move on to full
time jobs, or are unavailable when you need them, costing you lost productivity
and bringing your business to a standstill. VirtuWorks is an affordable solution
that allows you to contact a qualified team of experts 24 hours a day, 7 days a
week.
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Why did you develop this system?
Most small businesses have a hard time getting consistent, reliable advice and support
for their computer systems. VirtuWorks provides all of the services a business needs,
on a 24/7 basis, at a very affordable rate. The small to medium size business community
can now outsource their IT needs just like outsourcing payroll, or recruiting services.
How will VirtuWorks help my business and employees perform better?
Most small business either don’t have reliable technology help or avoid using it
for as long as possible because they fell like they are running up an expensive
‘tab’ anytime they want help.
VirtuWorks will allow your employees to get the support
and training they need, when they need it, for a ?at fee. Knowing that they are
not running up the “tab” will allow them to proactively get answers to the questions
that are slowing their work performance each day, keeping your business from being
dragged down by technology problems.
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