FAQ

Imagine IT services like a toolbox full of tech stuff that helps businesses run smoothly. This toolbox has 3 main things:

• Tech People: IT experts who know how to fix computers, software, and anything else tech related.
• Tech Tools: Cool tech things like computers, programs, and even stuff in the cloud that helps businesses work better.
• Tech Plans: Agreements that outline exactly what the tech people will do to keep your business running smoothly.

IT services help with everything tech-related in a business, from phones and printers to websites and special programs. They basically make sure all the tech stuff works together so the business can focus on what they do best!

An MSP is a tech company that helps businesses with all their computer stuff. They're like a team of superheroes for your technology!

Here's what MSPs do:

• Fix computer problems: If your computer has a problem, the MSP will swoop in and fix it.
• Prevent problems: MSPs also work behind the scenes to stop problems from happening in the first place. Imagine them putting up a forcefield to protect your computers.
• Keep things safe online: An MSP helps keep your business safe from hackers (bad guys online) who might try to steal information. They're like your own personal cybersecurity team.
• Help your team learn: An MSP can teach your employees how to use computers safely and efficiently.

By taking care of your technology, an MSP lets your business focus on what you do best!

Managed IT Services are like having a dedicated computer security team for your business. They offer two main advantages:

• Security: They help keep your data safe from online threats, like hackers trying to steal information. Think of them like a bodyguard for your computer.
• Cost Savings: Fixing computer problems after they happen can be expensive. MSPs help prevent issues before they start, saving you money in the long run. Imagine getting a discount on keeping your computer systems healthy!

There's no one-size-fits-all answer for how much Managed IT Services cost. It depends on your business's needs, kind of like how much groceries cost - it depends on what you buy.

Here's the important part: Look for a Managed IT Service company that's upfront about their prices and offers an all-inclusive package without hidden fees. That way, you'll know exactly what you're paying for!

• We've been around for over 20 years, which means we have a lot of experience keeping businesses like yours running smoothly.
• We're always learning new things to keep your computers safe and up to date.
• We focus on getting things done quickly, affordably, and in a way that helps your business succeed.

Our expertise lies in providing IT solutions for small to medium sized businesses across various professional services industries. This includes construction, architecture, engineering, accounting, and CPA firms. Our focus on businesses with 10-200 users allows us to tailor our services and deliver the most effective IT support for their specific needs.

Absolutely! We're a local IT team, so if we can't fix your computer problem remotely (over the internet), we can send a technician straight to your office to get things working again. We try to fix things remotely whenever possible to save you time, but we understand sometimes seeing someone in person is necessary.

Getting your computers back up and running is our top priority! Our help desk is available 24/7, so you can always reach someone for help.

The exact response time can vary depending on how complex the problem is.  Think of it like a doctor's office - a small cut might be seen quickly, but a bigger issue might take more time to diagnose.

However, our goal is always to minimize any downtime for your business. That's why we also focus on preventing problems from happening in the first place, like keeping your computer software up to date.  This way, you can focus on what you do best!

Yes! We offer Co-Managed IT services, also called Co-Mit. This is perfect for businesses that have some IT people but might need a little extra help.

Think of it like hiring a part-time assistant for your IT team. Here's how Co-Mit can help:

• Answer tough questions: If your IT team gets stuck on a tricky problem, we can help them find the answer.
• Big picture thinking: We can be like your IT advisor, helping your team plan for the future.
• Get things done: We can provide extra muscle to help your team complete big projects.

By working together, your existing IT team and Divergys can keep your computers running smoothly without needing to hire more people.

• Break/Fix: This is like an ambulance service. They only come in when your computer has a major problem, like a broken bone. They'll fix the immediate issue, but it might take a while to get you back to 100%.
• Managed IT: This is more like a regular doctor. They monitor your computer health (like taking your temperature), identify potential problems early (like a cold), and take steps to prevent bigger issues (like getting the flu shot). This keeps your computer running smoothly and avoids emergencies.

• 24/7 Help Desk: Whenever you have a computer problem, our support desk is available around the clock to help you.
• Prioritized Support: We understand some problems are more urgent than others. We prioritize critical issues that affect many people or stop your business from running smoothly.
• Remote Resolution: Our skilled technicians can fix most problems (98%) remotely using advanced tools. This means they can fix things without needing to visit your office, saving you time.
• Fast Fixes: We know computer downtime can be frustrating. Our goal is to resolve issues quickly and get you back to work as soon as possible.

With Managed IT Support, you can focus on what you do best, and we'll handle your computer needs efficiently and effectively.

• IT Help Desk: Imagine an IT Help Desk like a Band-Aid. They're great for fixing small, immediate computer problems, but they don't look at the bigger picture.
• Managed IT Services: Managed IT Services are more like a doctor. They can fix problems (like the Band-Aid), but they also focus on preventing them in the first place (like a check-up). Here's why:
  • Always Watching: Managed IT Services keep a close eye on your computer systems, looking for potential problems before they happen.
  • They Know You: Unlike a Help Desk, Managed IT Services get to know your specific computer setup, so they can fix things faster and offer better advice.
  • Thinking Ahead: They can help you plan for the future and make smart decisions about your computer systems.

By working with a Managed IT Service, you get a more complete solution that keeps your computers running smoothly and helps your business grow.

Imagine you need to renovate your kitchen. You could hire a full-time contractor, but for a smaller project, it might be easier to hire a specialist, like a plumber or electrician, for a specific task.

IT Project Outsourcing is similar. It's when you hire an outside company with specific tech skills to complete a one-time project for your business. Here are some examples:

• Moving your computer stuff to the cloud (like from Gmail to Microsoft Office 365).
• Building a new computer program.
• Connecting different computer systems in your company to work together better.

There are a few reasons businesses choose IT Project Outsourcing:

• Get the Right Person for the Job: The outside company might have special skills your regular IT people don't.
• Focus on What You Do Best: While the outside company works on the project, your regular IT team can focus on their everyday tasks.
• Save Money: Hiring someone for a short-term project can be cheaper than hiring a full-time employee.

Not all IT service companies offer project outsourcing, so be sure to ask!

Imagine storing all your important business documents, programs, and information in a giant, safe place in the sky, accessible from anywhere with an internet connection. That's what Cloud Computing is! Here's why it's perfect for small businesses:

• Grow on Demand: Need more space for your computer stuff? No problem! The cloud grows with your business, so you only pay for what you use.
• Save Money: Instead of buying expensive computer equipment upfront, you pay a monthly fee for the cloud, like a subscription. Plus, you don't need an IT person to constantly update everything.
• Work from Anywhere: Cloud computing lets you access your work files and programs from anywhere with an internet connection, making remote work and teamwork a breeze!
• Less Maintenance: Say goodbye to spending hours updating software on every computer. The cloud handles all that automatically.
• Always Up and Running: Cloud computing is like having a super strong computer system. Even if your internet goes out for a bit, your information is safe and secure.
• Peace of Mind: Reputable cloud providers keep your information safe from bad guys and even make copies in case of emergencies.

With cloud computing, small businesses can work smarter, not harder, and focus on what they do best.

• Regular Lock (Password): This is like having just a key to your door. Anyone who finds the key can get in.
• Deadbolt (2FA): This is like having a key and needing a second way to unlock the door, like a code. It's harder to break in.
• Alarm System (MFA): This is like having a key, a code, and an alarm on your door! It's the most secure option.

Here's the difference:

• 2FA: Requires two things to log in: something you know (password) and something you have (phone with code).
• MFA: Requires two or more things, like your password, your phone, and even your fingerprint!

Why use them?

• They make it much harder for hackers to steal your information online.

Which one to choose?

• 2FA: A good balance between security and ease of use.
• MFA: Best for super important accounts like your bank.

Things you can use for verification:

• Something you know: Passwords, PINs
• Something you have: Phone, security key
• Something you are: Fingerprint, facial recognition

The important part:

• No matter which one you use, it makes your online accounts much more secure.

A well-defined IT service catalog is essential for any organization. It's a central document that outlines all the IT services offered by the IT department. Think of it as a comprehensive list of what IT support employees can expect.

Here's why a clear IT service catalog is beneficial:

• Improved Transparency: Employees and departments can easily understand what IT services are available and how to access them. This eliminates confusion and frustration.
• Enhanced Efficiency: By standardizing services, the IT department can streamline internal processes and reduce redundancies in how they deliver support.
• Scalability: The service catalog can be easily adapted to accommodate the evolving needs of the business. As new technologies emerge or company priorities shift, the catalog can be updated to reflect these changes.

Divergys has extensive experience working with small and medium-sized businesses. We can help you develop a customized IT service catalog that aligns with your specific corporate structure and industry requirements. This will ensure your IT department operates efficiently and effectively, providing the right support to keep your employees productive.

• Know Your Computers: Writing things down helps you remember exactly what computers and programs you have.
• Fix Things Fast: If something goes wrong with your computers, having instructions (documentation) helps fix it quicker.
• New IT Helper: When new people join the IT team, they can learn the tasks faster by reading the instructions.
• Follow the Computer Rules: Sometimes there are rules about computer systems (like in school!). Having good instructions helps you follow those rules.

With clear instructions for your computer systems, things run smoothly, and your business keeps winning!

1. Figure Out What You Need: First, think about what computer problems you want them to solve. Do you need help keeping your business running smoothly overall? Maybe you need help managing software programs, or help with your phones and tablets?
2. Look for Options: Do some research to find companies that offer the kind of computer help you need. Ask people you trust for recommendations and avoid companies with bad reviews online. 3. Talk to a Few Companies: Pick a few of the best options and give them a call. Chat with them about the problems you want them to solve and ask any questions you have.

By following these steps, you can quickly find a computer company that's the perfect fit for your business!