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When first proposing Managed IT 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
Choosing VirtuWorks
About VirtuWorks
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Is there a term contract?
No. At VirtuWorks we believe the way to keep our customers is to provide excellent service at a reasonable price, not by using the threat of penalty or litigation.
How is the service billed?
Our Managed Services are billed in advance on a month-to-month basis.
How is my bill affected if the number of users on my network increases or decreases?
Billing of Managed Users is calculated using the average number of users configured to access your network during each month's billing cycle. For this, as well as security reasons, it is important for our customers to notify us immediately regarding a change in the number of network users.
Why do you charge per user, instead of per computer?
VirtuWorks charges per user because a single user may access the network with more than one computer. We support your network users, regardless of the computer they are on at the time.
Do all users on my network need to be included in the Managed Services plan?
Yes. It is necessary for VirtuWorks to manage every user account because your network becomes more complex with each user you add. The steps we take in managing your network depend heavily on resource load. Omitting users from this equation will hinder our ability to accurately assess your needs. That being said, accounts necessary for administrative purposes, such as "Administrator" are excluded.
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What Hardware/Software does VirtuWorks Support?
VirtuWorks supports all current Microsoft products and most other PC software products commonly used by small to medium size businesses. We also support selected Apple software products. Hardware support is provided for a wide range of "ongoing" PC's, Servers, and Network Devices. Though we do sell Apple Servers, Desktops and Notebooks, we do not currently provide support for Apple hardware. VirtuWorks does not support hardware or software that has reached "End-Of-Life" (EOL).
Is the cost of hardware included in the plan?
No. Any new or replacement hardware necessary will be charged in addition to the Managed Services Plan. Charges for the installation of new hardware may apply, depending on the size of the project.
Why do PC's and Servers need to be managed?
Software manufacturers frequently release updates to improve security and functionality and often require a skilled technician to implement them properly. Hard drive capacity and general system health must be monitored to avoid failures. Resource availability must be monitored to ensure system accessibility. These and other aspects of managing your network maximize efficiency and productivity.
How do I know VirtuWorks is actually managing my network?
Upon your request, VirtuWorks will produce an Executive Summary Report for a specified period that details the health of your network and management related tasks that we have performed such as log maintenance, virus removal, update/patch implementation and more. Also available to our customers is an online portal that allows them to see the details of user requested support incidents. However, the real proof of our efforts is the noticeable difference you will see in the reduction of issues you experience on your network.
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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 flat fee basis.
My company currently spends the same or less per month than we would using Managed Services. Why should I switch?
To accurately calculate your monthly IT Service expenditure, add-up the IT Service invoice totals and cost of lost employee productivity for 1 year, then average that number over 12 months. In every case we have seen, it has been more expensive to pay for hourly IT services or in-house IT personnel, than to use VirtuWorks Managed IT Services. Contact VirtuWorks if you would like us to assist you in calculating what IT services are actually costing your company.
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.
Are your Technicians as skilled as those that charge $100 or more per hour?
More so. Unlike those who charge hourly, for our business to be profitable, we have to resolve issues right the first time. For this reason, each VirtuWorks Technician has a minimum of 3 years experience in Network Administration and has been exposed to a large variety of hardware, software and network configurations. Most have obtained multiple industry-standard certifications, and all are constantly improving their skills through formal education and invaluable real-world experience.
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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?
By relieving users of pesky PC issues, minimizing network latency and being available to support them 24/7/365, VirtuWorks provides the solid IT foundation your employees need to be more efficient and productive.
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