MSP and BPO Frequently Asked Questions

• Efficiency: MSPs have specialized tools and skills to manage your IT, reducing downtime and enhancing productivity.
• Expertise: MSPs provide access to a team of IT experts, ensuring up-to-date solutions and security.
• Cost Savings: Outsourcing eliminates the need for in-house IT staff and costly infrastructure, often resulting in financial benefits.

• Downtime Costs: Frequent IT issues disrupt operations and are costly.
• Security Concerns: Worries about data breaches or cyberattacks.
• Limited IT Expertise: Lack of in-house IT skills.
• Scalability: Preparing for growth or seasonal changes.
• Budget Constraints: Seeking predictable IT costs.
• Compliance Needs: Industry regulations to adhere to.
• Focus on Core Business: Want to offload IT management.

We serve the vast majority of industries with very few exceptions. Our focus is on small/home office and small to medium sized businesses, typically up to 250 employees.

We bring over a decade of experience from business to consumer services. From that we have built a very versatile technical support team, and an empathetic and responsive customer support team. Combine that with our B2B industry know-how and we’re a well-rounded tech machine!

Yes! In fact, we prefer this. No business is the same and your needs are unique.

Call 800-813-5977 for general inquiries. You can also email support@helpcloud.com.

Various businesses benefit from MSP services, including:

• Small Businesses: Lack in-house IT resources.
• Mid-sized Companies: Seeking cost-effective IT support.
• Large Enterprises: For specialized IT needs.
• Startups: Focusing on core business while outsourcing IT.
• Industries with Data Sensitivity: Healthcare, finance, and legal for data security.
• Businesses with Compliance Requirements: Meeting industry regulations.
• Businesses with Fluctuating IT Needs: Scalability.
• Companies with Limited Budgets: Predictable IT costs.

We will start by gathering necessary information, work out the SLA’s (service level agreements), set-up help desk software and provision licenses, provide any necessary training, then go live.

We provide remote support for any business. For on-site support, we can assist on a 45-mile radius from Lindon, Utah.

Costs include: software licenses, implementation, monthly retainer or per ticket/incidence.

Pricing can be structured either on a monthly retainer, or per ticket/incidence, plus any software license costs.

Yes!

Absolutely! HelpCloud is committed to supporting your business needs and we can adjust as needed.

Typical response time is within 1 hour.

Your data is backed up and stored on a secure server to keep it safe from cyber attacks, equipment malfunctions and natural disasters.

Yes we can! Reach out to your account representative or support@helpcloud.com to get this started. If you’re a new customer, reach out to msp@helpcloud.com.

• Operating Systems:
  • Windows: All versions of Windows, including Windows Server.
  • macOS: Support for Apple desktop and laptop operating systems.
  • Linux: Various distributions based on client requirements.
• Server Software:
  • Microsoft Windows Server: Configuration and maintenance.
  • Linux Server: Setup and management.
  • Virtualization platforms: VMware, Hyper-V, etc.
• Productivity Software:
  • Microsoft Office Suite: Including Word, Excel, Outlook, and PowerPoint.
  • Email Clients: Configuration and troubleshooting for various email clients.
  • Collaboration Tools: Such as Microsoft Teams, Slack, and Zoom.
• Security Software:
  • Antivirus and Anti-Malware: Deployment and management.
  • Firewall and Intrusion Detection/Prevention Systems (IDS/IPS): Setup and monitoring.
  • VPN (Virtual Private Network): Configuration and support.
• Backup and Data Recovery:
  • Data Backup Solutions: Regular backups and recovery planning.
  • Disaster Recovery: Planning and execution.
  • Cloud-based backup solutions: Such as AWS, Azure, and Google Cloud.
• Networking Hardware:
  • Routers and Switches: Configuration and maintenance.
  • Firewalls: Setup and security.
  • Wireless Access Points: Installation and management.
• Desktops and Laptops:
  • Hardware Maintenance: Troubleshooting and repair.
  • Software Installation and Updates: Ensuring all systems are up to date.
  • Remote Desktop Support: Assisting users with technical issues.
• Cloud Services:
  • Public Cloud (e.g., AWS, Azure, GCP): Setup, management, and optimization.
  • SaaS Applications: Support for various cloud-based applications.
• Database Management:
  • Database Administration: Support for various database systems (e.g., MySQL, PostgreSQL, Microsoft SQL Server).
  • Data Migration: Transfer and optimization of databases.
• Mobile Devices:
  • Mobile Device Management (MDM): Configuring and managing mobile devices.
  • Application Support: Troubleshooting mobile apps.
• Printer and Peripherals:
  • Printer and Scanner Setup: Configuring and maintaining print devices.
  • Peripheral Support: Assistance with various hardware peripherals.
• Custom Applications:
  • Industry-specific software: Support for software specific to a client's industry.
  • In-House Software: Assistance with proprietary applications

Yes we do.

Our job is to make sure you are back up and running as fast as possible. We can also tailor a backup and disaster recovery plan to your needs so in the instance you do experience a network or system outage you do not lose data.

• We have representatives that do the following:
  • Follow Tech News: Regularly read tech news websites and blogs.
  • Subscribe to Newsletters: Sign up for newsletters from tech and cybersecurity sources.
  • Join Forums: Participate in tech forums and discussions.
  • Follow Influencers: Track experts on social media platforms.
  • Attend Webinars and Conferences: Virtually or in-person.
  • Online Courses: Enroll in relevant courses on platforms like Coursera and edX.
  • Cybersecurity Certifications: Certifications like CompTIA Security+.
  • Regular Security Audits: Conduct periodic security audits for your business.

We aim to meet compliance standards in all industries by implementing robust security controls and best practices along with regular audits.

We absolutely can. This is a duly expected service from an MSP.

We offer contracts that range from 1 to 3 years.

We take the time to ensure the vendor(s) are the right fit for your individual needs, including: price, technology, contract, support, and more.

• Continuous Monitoring: We implement 24/7 system monitoring for early issue detection.
• Regular Maintenance: We schedule routine system updates, patches, and backups.
• Security Measures: We enforce robust cybersecurity protocols and educate employees.
• Scalable Infrastructure: We ensure your IT infrastructure can adapt to your business's growth.
• Predictive Analysis: We Use data and analytics to anticipate potential problems.
• Disaster Recovery Planning: We create a comprehensive disaster recovery plan.
• Employee Training: We train staff to recognize and report potential IT threats.
• Vendor Partnerships: We collaborate with reliable technology vendors and MSPs for support.
• Documentation: We maintain detailed records of your IT environment.
• Regular Audits: We conduct regular IT audits to identify vulnerabilities.
• A combination of these measures helps prevent IT issues and maintain a reliable and secure IT environment.