Frequently Asked Questions
Q. What is a Managed Service Provider (MSP)?
A. In the information technology world, a Managed Service Provider is company that provides partially or fully outsourced IT support and management as a service (MaaS).
Q. What is Hardware as a Service (HaaS)?
A. Hardware-as-a-service (HaaS) is a procurement model, similar to leasing or licensing. Some of the benefits of HaaS are:
-Better security and performance
-No longer having obsolete devices slowing down productivity.
-Reduced capital expense
Q. How does Managed IT Services work?
A. Typical Managed IT Services provide:
-Help Desk is provided to answer all your questions.
-Rapid response for Server/Network Infrastructure emergencies.
-Provide technical support-onsite.
-Provide technical support-using remote connect tools.
Q. What is Remote Monitoring & Management?
A. Remote Monitoring and Management (RMM) is a remote monitoring software that allows Managed Service Providers (MSPs) to monitor as well as manage network endpoints, computers, mobile devices, and entire IT infrastructure remotely from a centralized console.
An RMM program is deployed through an “agent” (a small software footprint), which is installed on client systems, workstations, servers, mobile devices etc.
An alert (often referred to as a ‘ticket’) is created when one of the agents deployed on a machine/network detects a problem. This ticket is sent to the MSP. The MSP then takes the necessary action to get the issue resolved. Tickets are classified on the basis of the type of the issues and their severity; this kind of clarification helps MSPs identify issues as critical or non-critical.
Q. What is the difference between traditional break/fix services and a managed services agreement?
A. In short, traditional break/fix support is reactive support after a problem has occurred or something has already broken. This outdated method usually leads to more downtime, increased total costs, and problems that could have been avoided from the beginning with proper maintenance.
Alternatively, a managed services agreement is proactive maintenance where the service provider actively monitors and manages systems to avoid preventable issues. Benefits of managed services typically include predictable monthly costs, smoother network operations, less downtime, faster technician resolution times, and increased staff productivity.
Q. What if you already have internal IT support staff?
A. No problem! Many of our customers have a designated IT support person or in-house IT department to handle day-to-day technical issues and minor network problems. These organizations often count on Fox Tech for the most critical IT support functions, such as strategic advice, technical projects, second opinions, IT security and advanced applications support.
Q. How often do you come onsite?
A. We visit for pre-scheduled onsite maintenance, projects, emergency response, and any other client meetings as needed. Also, we hold quarterly management reviews to establish roadmaps and track progress in achieving business goals.