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Q:
What do your Managed Services Agreements cover/not cover?
A:

Coverage varies depending on the level of support you choose, but in a nutshell, the Managed Services contracts are built to maintain your network as it is today. If you decide that you want to add new equipment or upgrade equipment to the latest and greatest, that is considered project work and is not covered under this contract. We offer several levels of support that can be tailored to your business and budget.

Q:
What is the turnaround for a Technician Onsite if I have a problem?
A:

For clients we are monitoring with our state of the art software- downtime is very rare. Many problems are detected and resolved BEFORE they result in critical downtime. On the rare occasion of a critical down situation, such as Server crash or Main Computer crash (computer used to generate cash), the standard turnaround time is Next Business Day (or sooner). For all other issues, we do our best to remotely fix or patch the issue until the technician in your area is made aware and schedules according to severity of the issue and availability.

Q:
What happens if you can't fix my equipment?
A:

If we can't fix your piece of equipment and you are on a Managed Services Agreement- you have two choices:

  • You can upgrade that equipment to a current model. This would be considered project work. STI can recommend the best current technology solutions and get you very competitive pricing on hardware.
  • STI will replace it with working equipment of equal or greater value.(may be refurbished)




Q:
Is there any preventative maintenance included in the contract besides the monitoring?
A:

Upon request, once a year, you can call to schedule a Technician to come to your office for a preventative maintenance visit. We will clean and dust your printers, computers and other equipment, as well as assessing your network to make recommendations on how to optimize performance.

Q:
It says you specialize in Healthcare IT, does that mean if I am not a Dr. or Hospital you won't service my office?
A:

We are a Technical IT department. The support we provide is the same whether you are a medical office, legal, financial or any other type of business. The only things that are different are the Software Applications you use which we do not support under the Managed Services contract.