Frequently Asked Questions (FAQs)

What are Managed IT Services?

Managed IT services involve outsourcing a company’s IT operations to a third-party provider, known as a Managed Services Provider (MSP). The MSP assumes ongoing responsibility for monitoring, managing, and problem resolution for the IT systems within a business. This typically includes services like network management, data backup and recovery, cybersecurity, and help desk support. By leveraging managed IT services, businesses can benefit from enhanced IT performance, reduced downtime, and proactive maintenance, allowing them to focus on core activities. Learn more about IMPACT’s Managed IT Services here.

Why do I need professional IT services?

Professional IT services ensure that your technology infrastructure is efficient, secure, and aligned with your business goals. This includes maintaining network security, providing reliable IT support, implementing the latest technology solutions, and ensuring compliance with industry regulations. Our services are designed to prevent IT issues before they occur, saving you time and money while enhancing productivity and efficiency.

What is the difference between outsourcing and managed services?

Outsourcing generally refers to hiring an external provider to handle specific business functions, such as payroll or customer service. Managed services, on the other hand, involve a more comprehensive and proactive approach to IT management. MSPs provide continuous monitoring, maintenance, and support for your entire IT infrastructure, often for a fixed monthly fee. This proactive approach helps prevent problems before they disrupt business operations and ensures that your IT systems are always up to date and secure.

What types of managed IT services do you offer?

Our managed IT services include network management, cybersecurity solutions, cloud services, data backup and disaster recovery, help desk support, and IT consulting. Each of these services is tailored to meet the specific needs of your business. For instance, our cybersecurity solutions include firewall management, intrusion detection, and security awareness training for your employees. Read more about all of our solutions here.

Do you offer customized IT solutions?

Yes, and no. We provide customization within the framework of our standard service model, known as the IMPACT Way. This ensures a consistent and reliable level of service across all Clients. However, we understand that each business has unique needs, so we offer basic customization options to adapt our standard services to better fit your specific requirements. This approach allows us to maintain high service quality while accommodating individual business needs.

What is co-managed IT?

Co-managed IT services involve a partnership between our team and your in-house IT staff. This collaborative approach allows your internal team to leverage our expertise and resources while retaining control over critical IT functions. We can assist with day-to-day IT management, provide specialized support, and help with strategic planning, allowing your internal team to focus on key business initiatives. You can view more information about IMPACT’s Co-Managed IT Solutions here.

What types of service plans do you have available?

We offer a few service options based on the level of support and solutions your business requires. During our initial consultation, we assess your needs and recommend a plan that provides the right balance of services to support your IT infrastructure effectively. This approach ensures you receive tailored support that aligns with your business goals and budget.

How much do managed IT services cost?

The cost of managed IT services varies based on the level of support and specific services you require. Our pricing is transparent and flexible, typically based on a per-user or per-device model. We offer a range of plans to fit different budgets, and during our consultation, we will provide a detailed cost estimate tailored to your business needs.

Is your company insured against data theft, loss, and other risks?

Yes, we carry comprehensive insurance to protect IMPACT against data breaches, cyber-attacks, and other IT-related risks. This insurance provides peace of mind for our Clients, knowing that IMPACT is equipped in the event of a security incident (although we have never had one). Additionally, our proactive security measures are designed to minimize the risk of such events occurring in the first place. We do highly recommend that all of our Clients have their own cybersecurity insurance for their own protections.

Do you comply with HIPAA regulations?

Yes, we ensure that our services comply with HIPAA (Health Insurance Portability and Accountability Act) regulations. This includes implementing strict access controls, encryption methods, and audit trails to protect patient data. We also conduct regular training and assessments to ensure that all employees are certified in and adhere to HIPAA requirements, safeguarding sensitive health information.

Do you comply with other industry-specific regulations and standards?

Yes, we are committed to following industry standards and best practices, including those outlined by NIST (National Institute of Standards and Technology) and CIS (Center for Internet Security). We adhere to the CIS Controls, a set of cybersecurity best practices, to protect your data and systems. Additionally, we stay updated on regulations such as GDPR (General Data Protection Regulation) and PCI DSS (Payment Card Industry Data Security Standard) to ensure comprehensive compliance across various industries.

What kind of support can I expect?

We offer a comprehensive support system to ensure your IT infrastructure runs smoothly and efficiently. Our services include:

  • Help Desk Support: Our help desk team has a guaranteed response time of 30 minutes. Whether you encounter technical issues, require troubleshooting, or need assistance with software, our team is ready to help promptly and effectively.

  • Proactive Monitoring: We continuously monitor your IT systems to detect and resolve potential issues before they escalate. This proactive approach minimizes downtime and ensures your business operations remain uninterrupted.

  • Dedicated Account Manager: Each Client is assigned a dedicated Account Manager who serves as your primary point of contact. Your Account Manager understands your business needs and works closely with you to ensure all IT services are aligned with your goals.

  • Regular Updates and Maintenance: We perform regular updates and maintenance to keep your systems up-to-date with the latest security patches and performance improvements. This includes software updates, hardware checks, and optimization of your IT infrastructure to maintain peak performance.

What happens if there is a disaster or data loss?

We implement robust disaster recovery and business continuity plans tailored to your business needs. These plans include regular data backups, secure off-site storage, and rapid recovery protocols to minimize downtime and data loss. In the event of a disaster, our team will work swiftly to restore your systems and get your business back on track.

What is outside of your scope?

While we strive to provide comprehensive IT support, there are certain services we do not cover, such as hardware repair beyond warranty. We will clearly outline any exclusions to ensure there are no surprises.

Are you certified or licensed in any way?

Yes, a variety of our team members hold various industry certifications, including HIPAA, Microsoft, CompTIA, and Cisco, as well as several others. These certifications ensure that our technicians have the necessary skills and knowledge to provide high-quality IT support and services.

What does your sales process look like?

Our sales process begins with an initial consultation to understand your business needs. We then conduct an assessment of your current IT infrastructure to identify areas for improvement. Based on this assessment and our discussions, we present our findings, a timeline and all the details needed to make a informed decision. This plan is designed to ensure a smooth transition to our services, with clear communication and transparency throughout the process.

What does your onboarding process involve?

Our onboarding process is designed to integrate our services seamlessly with your existing operations. It includes the following steps:

  • Information Gathering: We collect detailed information about your current IT environment, including hardware, software, and network configurations.

  • Rollout: We gain access to your network and servers, deploy necessary software, install backups, and begin monitoring, maintenance, and patching. Support starts immediately, along with setup documentation and reporting.

  • Standardization: We set up a cyber training platform for all staff, secure systems, and provide training on IMPACT-provided solutions. Assessments are performed to ensure alignment with best practices.

  • Review: We perform final assessments, develop a Technology Action Plan, and conduct a Technology Business Review with your Account Manager to ensure all aspects of your IT environment are optimized. During this meeting, we will outline the next steps towards aligning your IT infrastructure with our IMPACT Way standard.

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