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| Coverage and Support | ||
| Can most problems be fixed remotely? | ||
| Will you come on-site if the problem merits? | ||
| Will you train my staff to work with your program? | ||
| Do you monitor software systems or just hardware systems? | ||
| My network is down or needs help, how fast can I get help? | ||
| Do you support software such as Groupwise and Exchange? | ||
The service and help desk is open 8:00-5:00 M-F, how does my network get after hours support? |
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| Contract Details | ||
| What if we are not happy or our business changes? Can we terminate a contract? | ||
| How is EIS Care priced? Can I get custom service for different price? | ||
| What if I want somebody to come to my office instead of working over the internet or phone? | ||
| How does EIS Care work with my existing EIS Data Systems, Inc contracts? | ||
| Effects on My Network | ||
| Will monitoring make my network slow or unstable? | ||
| Will my network be secure? Do I have to open my network for this service? | ||
| I don't want to buy new equipment, will your program require it? | ||
| About EIS Data Systems | ||
| How can I contact EIS for more information? | ||
| Can I trust EIS with the performance of something as important as my network? | ||
| I Need Custom Service | ||
| Are EIS Care plans customizable? | ||
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| Q: Can most problems be fixed remotely? | ||
| A: Most of your problems can be fixed remotely, and with monitored care many times the problems are fixed before you even notice them! Remote connections allow us to minimize disruption to your normal workflow, and fix the problem immediately. Usually configuration related problems, which statistics have shown to be the largest part of technological related problems in business today, are able to be solved real-time over our remote connections. Remote connection commonly allows us to fix the problem, however if issues arise, we are able to diagnose the condition prior to arrival on-site—saving time and money. | ||
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| Q: Will you come on-site if the problem merits? | ||
| A: Depending on your service level, we will provide on-site service if a hardware component breaks and must be replaced/reinstalled. We will also be onsite for monthly, quarterly, or annual meetings (dependent on service level) to review your technological environment, make recommendations, and provide training for you in-house IT staff. | ||
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| Q: Will you train my staff to work with your program? | ||
| A: EIS Care includes basic staff training. We will come on-site to measure your initial network configurations and have a meeting with your IT staff to discuss the services we are providing, and how they fit into the EIS Care program. EIS Care takes the burden of tedious updating and patching—which when improperly installed may impair the function of your IT devices—ultimately allowing your staff to work on what they need to be working on to be productive. | ||
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| Q: Do you monitor software systems or just hardware systems? | ||
| A: What makes our service unique is we offer comprehensive proactive monitoring solutions for both hardware and software systems integral to your business function. We have Novell and Microsoft certified engineers onsite to help you support you GroupWise and Exchange systems. We also offer server support for Oracle, mySQL, server program installation, Linux, Windows, Netware, and more programs essential to maintaining your web server. | ||
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| Q: My network is down or needs help, how fast can I get help? | ||
| A: More often than not, we are able to see the problem before you even notice it—minimizing down time. We also have technicians and engineers available 8-5 M-F to answer any service questions with little to no wait time! Our systems monitor your devices after hours and will alert an engineer to immediate concerns. | ||
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| Q: Do you support software such as Groupwise and Exchange? | ||
| A: EIS Care will support all Novell and Microsoft products as well as most of the other software products commonly used by small businesses, including (based on service level) web server utilities and database utilities. See Groupwise EIS Care Programs... | ||
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| Q: The service and help desk is open 8:00-5:00 M-F, how does my network get after hours support? | ||
| A: EIS Care systems automatically monitor your devices and report to our engineers if a serious problem occurs after hours. You can also contact us by email. | ||
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| Q: What if we are not happy or our business changes? Can we terminate a contract? | ||
| A: There are no penalties for canceling a contract for any reason, but we do ask that you provide 30 days written notice. We pride ourselves on our services, and know that you will see the value in them too. With over 18 years in business, taking care of our customers is our first priority. | ||
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| Q: How is EIS Care priced? Can I get custom service for different price? | ||
| A: Because your organization is unique, we price each plan individually to assure that you are receiving the best value service. We offer custom plans, complete care plans, software only plans, and many more to suit your particular IT needs without unnecessary additional expenses. | ||
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| Q: What if I want somebody to come to my office instead of working over the internet or phone? | ||
| A: For your convenience, so that you receive the most immediate real-time service, we attempt to solve every problem first by phone, over the internet, or by remote connection to your device. If these attempts fail for any reason we will diagnose as much of the problem as possible remotely, and we will send an engineer to your site. | ||
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| Q: How does EIS Care work with my existing EIS Data Systems, Inc contracts? | ||
| A: The services covered by EIS Care, including updating, security patching, and maintenance (based on EIS Care service level) will not be deducted from you contract hours. You may, however, use your contract hours towards the purchase of hardware and software. Installation and maintenance then falls under the EIS Care service, allowing you to make the most of your current contracts. | ||
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| Q: Will monitoring make my network slow or unstable? | ||
| A: No. The opposite is true, by clearing unused files, maintaining updates and patches, and checking configuration files regularly your system will run faster and be more stable. | ||
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| Q: Will my network be secure? Do I have to open my network for this service? | ||
| A: Our service is very safe. Your devices will be regularly patches and updated with the latest security features as they are released. We use user approved remote connections over our secure network to connect to your devices, ensuring your security. | ||
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| Q: I don't want to buy new equipment, will your program require it? | ||
| A: We do not require you to buy any new equipment if the old equipment is functioning. Our service does include making recommendations for improvements in software and hardware. For our existing contract customers, contract hours may be applied to new hardware and software purchases. Installation and support is covered by EIS Care. | ||
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| Q: How can I contact EIS for more information? | ||
A: Visit the Contact Us page on our site or email sales@eisdata.com . More info is available at EISData.com 1-800-374-2692 Toll Free 910-452-2692 Fax Attn: EIS Care 2710A Exchange Dr Wilmington, NC 28405. |
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| Q: Can I trust EIS with the performance of something as important as my network? | ||
| A: We have been in business for over 18 years serving colleges, nonprofits, and both large and small businesses. We value your business and offer our guarantee on our work. | ||
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| Q: Are EIS Care plans customizable? | ||
| A: All of our plans are customizable to fit your unique business needs. We have experience in working with nonprofit organizations, government agencies, educational institutions, universities, community colleges, K-12 schools, small/medium business, and enterprise business. We are confidant that we can fit a plan to your needs, saving you money by only providing the services that you really need. | ||
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Includes services for Switches and Firewalls |
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