Frequently Asked Questions

You asked. We answered. Below are some of the more popular questions you’ve sent our way.

How does your pricing model work?

In the world of IT services, pricing models vary widely. Some opt for a price per endpoint, while others prefer a price per seat. Additionally, there are bundles, which package everything together, forcing you to choose a bundle that may include options you don’t need or want. Or, everything is à la carte.

Here at Adoverse IT, we believe we’ve crafted the best of both worlds. We begin with a per endpoint count—monitoring, managing, and supporting each of your devices. Then, we empower you to choose the level of support you need. And finally, if you believe your business requires additional security features, we offer you the flexibility to add them to your plan.

We’ve also penned a more detailed blog article discussing pricing in the MSP (Managed Service Provider) world and our approach at Adoverse IT. You can explore that blog here.

What makes your managed IT services different?

In a nutshell, what sets us apart is our genuine care. We care about the people we serve and the quality of work we deliver, always upholding the utmost integrity. Many businesses feel disconnected from their IT service providers, but at Adoverse IT, you’ll find not just a service provider but an advocate and a team member squarely in your corner.

Our goal is to seamlessly align your business objectives with your technology infrastructure. We handle the technology, so you can focus on growing your business, assured that everything is running smoothly and securely in the background. From custom-tailored solutions that precisely fit your needs to proactive strategies that anticipate issues before they arise, our approach is designed to keep you ahead. Our partnerships with leading technology providers ensure you have access to cutting-edge solutions, and our commitment to continuous support and training means you’re always equipped with the latest knowledge and tools.

So, if you’re ready for an IT partner rather than an IT adversary, Adoverse IT is here for you. Together, let’s make technology your business’s strongest ally.

What is your approach to help desk support?

At Adoverse IT, we’re not just about solving tech problems; we’re about ensuring every interaction with our help desk leaves you feeling supported and satisfied. Our secret sauce? A blend of proactive communication, empathetic assistance, and a relentless pursuit of continuous improvement.

We kick things off with proactive communication, keeping you in the loop at every turn. Whether it’s updates on your ticket, progress on resolutions, or any other info you need, our team ensures you’re never in the dark. It’s all about empowering you with information.

But we get it—tech troubles can be a real headache. That’s where our empathetic assistance comes in. Our team isn’t just tech-savvy; they’re people-savvy, too. We listen, we understand, and we deliver solutions with a friendly and supportive touch, turning tech troubles into triumphs.

But, we know we’re not perfect. Continuous improvement is our mantra. We’re always tuning into feedback, refining our processes, and leveling up our skills to not just meet but exceed your expectations. It’s our commitment to not just fix your issues but to make every help desk experience better than the last.

At Adoverse IT, we’re more than a support team; we’re your tech allies, turning every challenge into an opportunity to impress and uplift. That’s our promise to you.

How will you keep my systems running smoothly?

Ensuring the smooth operation of your systems is our top priority. Here’s how we achieve it:

  • Proactive Monitoring: We employ advanced monitoring tools to detect potential issues before they escalate, allowing us to address them promptly and minimize disruptions.
  • Regular Maintenance: Scheduled maintenance tasks, such as updates, patches, and system optimizations, are performed to keep your systems running efficiently and securely.
  • 24/7 Support: Our support team is available round-the-clock to assist with any technical issues or emergencies, ensuring minimal downtime and rapid resolution.
  • Performance Tuning: We continuously fine-tune your systems to optimize performance, scalability, and reliability, ensuring they meet your business needs both now and in the future.
  • Security Measures: Robust security measures, including firewalls, antivirus software, and intrusion detection systems, are implemented and updated regularly to protect your systems from cyber threats.
  • Regular Backups: Automated backup solutions are implemented to safeguard your data against loss or corruption, allowing for quick recovery in the event of an unexpected incident.
  • Proactive Planning: We work closely with you to develop proactive strategies and contingency plans to mitigate risks and ensure business continuity, even in the face of unforeseen challenges.

By combining proactive monitoring, regular maintenance, responsive support, and robust security measures, we strive to keep your systems running smoothly, allowing you to focus on your core business objectives with confidence.

What happens in case of a service outage?

At Adoverse IT, we understand the impact service outages can have on your business and are fully prepared to address different types of disruptions with a tailored response plan. In the event of a service outage, our immediate response kicks in with our team swiftly investigating the root cause, be it hardware failures, software glitches, or connectivity issues.

We believe in keeping you fully informed throughout the process, ensuring you receive regular updates on the outage’s status and our progress towards resolution.

Our technicians work diligently to restore services, with a focus on prioritizing critical systems to minimize any potential downtime. Once services are back online, we conduct thorough testing to confirm the stability and functionality of the restored services, ensuring that your business operations can resume smoothly and without further interruption. This proactive and communicative approach is part of our commitment to maintaining the reliability and performance of your IT infrastructure.

How do you manage vendor relationships and software licensing?

The cornerstone of our approach to vendor management and software licensing begins the moment you join the Adoverse IT family. During our comprehensive onboarding process, we take the initiative to catalogue all your vendors and software licenses. This allows us to deploy sophisticated tools that keep track of your licenses, alerting us well in advance when renewals are due, ensuring seamless continuity for your business operations.

But our services go beyond mere tracking. We pride ourselves on being your one-stop shop for all vendor-related issues. With just a support contract in place with any vendor, you gain access to our role as your technical liaison. Encounter an issue? A single call to us triggers a coordinated response, where we engage directly with your software vendors. This collaboration aims to troubleshoot and resolve any arising issues efficiently, allowing you to stay focused on your business, stress-free, while we and your vendors huddle together, diving deep into the technical weeds on your behalf.

Our strategic planning also extends to your future IT needs. We collaborate with you to forecast and plan for your evolving requirements, making sure your software and vendor arrangements can scale with your business. This future-focused strategy means you’re equipped not only for today’s challenges but also for tomorrow’s opportunities.

In essence, with Adoverse IT, you’re not just getting a service provider; you’re gaining a partner who ensures that vendor management and software licensing are handled with ease, expertise, and a bit of flair

What training and support do you offer for new technologies?

We’re dedicated to ensuring your team is well-equipped to embrace and excel with new technologies. Our comprehensive approach to training and support starts with initial tailored sessions designed to familiarize your team with the latest innovations.

But our commitment doesn’t stop there; we provide ongoing support to address any questions or technical issues that may arise, ensuring your team has the assistance they need when they need it. To support independent problem-solving, we offer detailed documentation and resources. With our strong vendor relationships, we have the opportunity to offer customized workshops and webinars aimed at enhancing proficiency and deepening understanding of new technologies.

Regular updates and refresher sessions are also available for our clients, ensuring your team stays current with the latest developments. Additionally, each client is assigned a dedicated account manager, providing personalized assistance and coordination to ensure your needs are met promptly and efficiently. At Adoverse IT, empowering your team to leverage the latest innovations effectively is at the heart of what we do.

How flexible are your service agreements?

At Adoverse IT, we understand that flexibility is paramount in today’s fast-paced world. The thought of being locked into a contract with a partner that doesn’t meet your expectations is far from ideal. That’s why, from the outset, our focus is on fostering a relationship based on mutual success and satisfaction.

Yes, we have contracts, but more importantly, we strive for happy customers. Our commitment is to quality and responsive service. If there comes a time when you feel we’re not living up to our promises or if your needs evolve in a way that we can’t accommodate, we believe it’s better to part ways amicably rather than prolong a partnership that isn’t beneficial for you. To this end, we prioritize open and honest communication throughout our partnership.

Should the need to transition away from our services arise, our goal is to ensure the process is as smooth and straightforward as possible. We’re dedicated to your success, whether it’s with us or through another provider. Our flexible service agreements reflect this dedication, offering peace of mind that your best interests are always at the forefront of what we do.

How will outsourced IT support the growth of my business?

Outsourcing IT support is a strategic move that propels your business growth through several key advantages. A seasoned team brings a wealth of expertise across various technologies and industries, offering tailored solutions and strategic guidance. This expertise optimizes your IT infrastructure, driving efficiency and innovation essential for your business’s expansion. The scalability and flexibility of our IT solutions mean they adapt seamlessly to your evolving business needs. As your operations expand or you launch new initiatives, our services are designed to grow with you, ensuring you have uninterrupted support every step of the way.

Leverage cutting-edge technology and innovative solutions to stay ahead in your industry. Access to advanced tools and practices equips your business with the means to enhance efficiency, agility, and competitiveness. Our reliable, round-the-clock support ensures that your systems run smoothly, with proactive monitoring and quick response times that minimize downtime and safeguard business continuity and customer satisfaction.

Moreover, our robust security measures and compliance protocols protect your business and customer data, mitigating risks and ensuring regulatory adherence. This not only secures your operations but also builds trust and credibility with your stakeholders, which is fundamental for long-term growth. By partnering with Adoverse IT, you enable your business to navigate and thrive in the dynamic digital landscape, focusing on innovation, expansion, and delivering exceptional value to your customers.

Why should I outsource my IT instead of hiring an internal IT person?

This is the quintessential question, and it boils down to the cost-benefit analysis for a company when deciding to outsource versus hiring internally. Consider these aspects:

  • Employment Costs: Hiring an internal IT staff member involves not just their salary, but also additional expenses such as health insurance, payroll taxes, and other hidden costs.
  • Complexity vs. Efficiency: There’s a risk of internal staff building overly complex systems to safeguard their job security. In contrast, our mission is to streamline and optimize your IT infrastructure, ensuring efficiency without unnecessary complexity.
  • Continuity and Coverage: What happens when your internal IT person is sick, on vacation, or leaves for a better offer? This can leave a gap in your IT support and risk the loss of institutional knowledge.

Outsourcing to a dedicated IT firm like ours means you’re not just hiring an external team; you’re gaining a partner committed to keeping your IT operations lean, effective, and forward-thinking. Our team is structured to ensure continuous coverage, meaning there’s always someone available to address your needs, regardless of vacations, sick days, or turnover. This continuity is invaluable for maintaining your operations without interruption.

Moreover, outsourcing gives you access to a broad team of experts who can bring diverse skills and perspectives to tackle any issue. This collective expertise ensures that solutions are not just effective but also innovative and tailored to your specific needs. In essence, with an outsourced IT department, you have a robust support system, a collective of expertise always ready to assist, ensuring that your business is backed by a reliable, efficient, and responsive IT infrastructure at all times.