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PROFESSIONAL SERVICES FAQ

Frequently Asked Questions:




Q. How can my business save money by using the TECHSHERPAS Solution?

A. Unpredictable IT costs place a real burden on your business. The TECHSHERPAS Solution gives you predictable, monthly IT expenses by eliminating the costs of upgrades, monitoring, patching and operations of your infrastructure. We give you the flexibility to choose from three scalable plans bronze, silver or gold. You pick the plan that is right for you. This allows you to redirect IT resources, reduce unanticipated support costs and plan your expenses accurately.

Q. Why should my business choose the TECHSHERPAS Solution over hosting?

A. The greatest advantage TECHSHERPAS has over hosting is that if our network or your Internet Service Provider’s network goes down, your systems are still operational. Because the servers reside at each company’s premises, the only thing lost during an outage is monitoring and remote backups. TECHSHERPAS will be immediately notified of such an outage and will help restore the network. The TECHSHERPAS solution also includes many of the benefits of hosting, such as security and server monitoring, remote storage of data and fixed monthly fees but for significantly lower cost.

Q. What if my business already has an IT staff?

A. More than a third of all businesses using the TECHSHERPAS solution also employ a part-time or full-time IT staff. By eliminating the necessity to work on low-level, repetitive, non-strategic tasks, the TECHSHERPAS solution frees your staff to focus on long-term strategic technology objectives, such as:

  • Intranet portal services for employees
  • Extranet portal services for customers
  • Line of business applications
  • Employee technical training
  • Database development and management
  • Application performance reporting
  • Management of digital dashboards
  • Web site development and management
  • Aligning IT goals with long-term vision of the management team
  • Professional training and certifications

Q. How does TECHSHERPAS handle backups?

A. Backups are continual and managed remotely. All data is remotely sent to the TECHSHERPAS data center. TECHSHERPAS can retrieve customer files from up to 30 days prior to the last backup and this window can be extended for an additional fee.

Q. What kind of hardware is included with the TECHSHERPAS solution?

A. TECHSHERPAS does not provide the hardware; however, we will work with you to choose hardware from any tier one vendor. We can assist in setting up lease programs to make your upfront costs minimal. TECHSHERPAS’s only requirement is your equipment be under an approved maintenance agreement or have a qualified parts program.

Q. What kind of software is included with the TECHSHERPAS solution?

A. TECHSHERPAS provides a variety of software solutions from Microsoft, Software ONE, TechData, Ingram Micro and CDW. TECHSHERPAS provides a very robust software and support platform for small businesses to grow on. The specific software will depend upon the requirements of the customer. TECHSHERPAS can offer very affordable software rental programs from Microsoft as well as the ability to setup lease programs for your software purchases.

Q. Do we need a disaster and recovery plan?

A. The TECHSHERPAS solution solves most IT-related disaster and recovery problems. In the event of a disaster, such as theft or fire, TECHSHERPAS can build a new server with your most recent data and have it on your premises within 24 hours. Customers will still need to plan for desktops and other business specific processes.

Q. If we accidentally delete a file, how will TECHSHERPAS restore it?

A. Simply call TECHSHERPAS at 866-704-9244 and a support representative will connect you with a service technician that can restore your file in most cases over the phone. Or, send requests via email: HELPDESK@TECHSHERPAS.COM

Q. How often are the server and software updated?

A. Under the Platinum Plan the server software are updated every time an update is release according to the published service level.

Q. How are patches and service packs applied?

A. Service packs and software updates are applied after TECHSHERPAS fully tests each one in the lab. All updates are performed after business hours or according to the customer’s schedule.

Q. How safe is our data?

A. The TECHSHERPAS data center is a new state-of-the-art facility that includes:

  • 24x7 card key access, biometric palm scans
  • 24-hour on-site staffed NOC and security staff
  • Intercoms, security cameras, pin code with picture IDs
  • Closed-circuit television and video monitoring & permanent recording to DVD
  • Multiple AC unites to keep environment at a constant temperature and humidity
  • Multiple power delivery units
  • Multiple UPS
  • Backup generator
  • Battery backups with chargers
  • Automatic Transfer Switch (ATS) and Automatic Throw-Over (ATO) to switch between Public Service grid and generator
  • Multiple Power Delivery Units (PDU)
  • VESDA smoke detection
  • FM200 Fire Suppression
  • Two-stage pre-action dry pipe sprinkler system

Q. How secure is the server?

A. Security is of utmost importance to TECHSHERPAS. We employ the latest in security technology in all servers and monitor them continually, 24x7x365. Any unusual activity is automatically reported to our highly-trained monitoring team, who follow specific escalation procedures in the event of a breach.