Frequently Asked Questions
How do I add a new user for my company?
To add a new user for your company, just submit the New User Request Form here.
How do you charge for your services?
Our services are billed as a flat monthly fee that is proportionate to the size and needs of your company. We do this for a number of reasons:
- Simple and easy to understand billing
- No surprises on your monthly invoice
- Predictable ‘pay as you go’ services
Most importantly, flat-fee billing means that we don’t benefit from your technology problems (unlike other companies who bill hourly). Instead, we benefit only when your IT is running smoothly – aligning our goals with yours.
How do I open a service ticket?
If you need technical support, please use one of the methods below.
- Phone: If you need immediate assistance, call us at 502.585.9669. Office hours are 8am-5pm, Monday to Friday; outside of these hours, our answering service will take down the details of your issue and ensure that one of our technicians calls you back shortly.
- Email: If your issue is non-urgent, please send a detailed description of the problem to firstname.lastname@example.org. This will automatically create a ticket in our system, and our help desk will reach out to you at the next available opportunity.
- Portal: The customer portal allows you to view the status of your existing tickets and to open new tickets.
If I need help after hours, what should I do?
To reach our on-call technician after hours, simply call our main office at 502.585.9669. Our answering service will take down the details of your issue and ensure that one of our technicians calls you back shortly.
What are your business hours?
Our normal business hours are Monday to Friday, 8am-5pm, Eastern Standard Time. Our monitoring services and on-call technicians are available 24x7x365. Our office is closed on New Year’s Day, Independence Day, Thanksgiving Day and Christmas Day.
Have another question?
Don’t hesitate to ask.
Do you support Macs?
Yes – while the majority of our customers use PCs, we support Macs too.
Do you have an SLA?
Yes – our Service Level Agreement specifies the kind of response times you can expect when you work with us.
The response times are based on four priority levels:
- Service not available (all users and functions unavailable)
- Significant degradation of service (large number of users or business critical functions affected)
- Limited degradation of service (limited number of users affected, business process can continue)
- Small service degradation (business process can continue, one user affected)
How far will you travel for a client?
We are based in Lousville, KY. The majority of our clients are in the Lousville metro area and Southern Indiana. However, we have also worked with clients in nearby cities such as Indianapolis, Cincinnati, Lexington and Bowling Green. Since the majority of our work is done remotely, the physical proximity of a client isn’t a barrier for working together.
How do I protect myself from the CryptoLocker virus?
If you’ve heard about the CryptoLocker virus and what it does, you know it should be taken seriously. It is so serious, in fact, that the Department of Homeland Security has posted an alert about it – click here to view it.
Here are some preventative steps you can take to protect yourself:
- Backup, backup backup – specifically, make sure you have offline or ‘cold’ backups that are not connected to your PC or network
- Security patches – make sure your PC is fully up to date on security patches from Microsoft, Java and Adobe
- Anti-virus – make sure your anti-virus definitions are up to date and the anti-virus software is actively running on your PC
- Beware of phishing – most infections come through email attachments that appear legitimate but actually contain the virus
- Avoid opening attachments you weren’t expecting
For an excellent in-depth reference on the CryptoLocker virus and how you can protect yourself, click here.
If you would like assistance on prevention and/or removal of the virus, or ensuring that your backups are good, please contact us.
How do I setup Office 365 email on my Android?
To setup Office 365 email on your Android, just follow these steps:
- From the Applications menu, select Email. This application may be named Mail on some versions of Android.
- Type your full email address, for example email@example.com, and your password, and then select Next. If you don’t know your email address and password, please contact us at 502-585-9669.
- Select Exchange account. This option may be named Exchange ActiveSync on some versions of Android.
- Enter your full email address in the Domain\Username box. If Domain and Username are separate text boxes in your version of Android, leave the Domain box empty and type your full email address in the Username box. Note that on some versions of Android, you must use the domain\username format. For example, if your email address is firstname.lastname@example.org, type contoso.com\email@example.com. Your username is your full email address.
- In the Password box, enter the password that you use to access your account.
- In the Exchange Server box, enter the address of your Exchange server. Use outlook.office365.com for your server name.
- Click Next.
- As soon as your phone verifies the server settings, the Account Options screen displays. The options available depend on the version of Android on your device. The options may include the following:
- Email checking frequency – this sets how often your phone checks for new messages on your email server. The default value is Automatic (push); when you select this option, email messages will be sent to your phone as they arrive. We recommend only selecting this option if you have an unlimited data plan.
- Amount to synchronize – this is the amount of mail you want to keep on your mobile phone. You can choose from several length options, including One day, Three days, and One week.
- Notify me when email arrives – this means your mobile phone will notify you when you receive a new email message.
- Sync contacts from this account – this means your contacts will be synchronized between your phone and your account.
- Select Next and then type a name for this account and the name you want displayed when you send email to others. Select Done to complete the email setup and start using your account.
- Note: You may need to wait ten-to-fifteen minutes after you setup your account before you can send or receive email.
To setup Office 365 email on your phone, just follow these steps:
- If this is the first email account on your iPhone, tap Mail. Otherwise, tap Settings > Mail, Contacts, Calendars > Add Account.
Tap Microsoft Exchange.
- You don’t need to type anything in the Domain box. Type the information requested in the Email, Username, and Password boxes. If you don’t know your email address and password, please contact us at 502-585-9669.
- You need to type your full email address in the Email and Username boxes (for example, firstname.lastname@example.org).
- Tap Next on the upper-right corner of the screen. Your mail program will try to find the settings it needs to set up your account. Go to step 7 if your mail program finds your settings.
- If your iPhone can’t find your settings, you’ll need to use outlook.office365.com for your server name.
- In the Server box, enter outlook.office365.com, and then tap Next.
- Choose the type of information you want to synchronize between your account and your device, and then touch Save. By default, Mail, Contacts, and Calendar information are synchronized.
- If you’re prompted to create a passcode, tap Continue and type a numeric passcode. If you don’t set up a passcode, you can’t view your email account on your iPhone. You can set up a passcode later in your iPhone settings.