Frequently Asked Questions
If I sign up for this program, what is my commitment?
We request that clients sign up for a 12 month commitment. All prices are locked for the period of your agreement. When you first sign up we have a 30 day trial period to allow you to "test the waters" and see if this program works for you. At the end of this period we sit down with you and evaluate the trial and amend the agreement if needed. The exception to this is our Backup Disaster Recovery Services which requires a three year commitment.
What kinds of Service Plans do you offer?
Our most popular and effective plan is called Stress Free IT. This provides for unlimited remote and on-site service as it pertains to your network and ensures that you get a true fixed-fee support cost. We do offer alternative plans based on your IT needs
Will you guarantee that I won’t have any technical problems or downtime?
No, we cannot guarantee that you will never have any technical problems or downtime no one can. However, we will guarantee you will see a significant drop in the number of problems you experience and a dramatic improvement in the speed, performance, and reliability of your system. Plus, we will resolve any computer network problems without billing you additional fees (for the Ultimate and Premium Stress Free IT plan only).
Do you guarantee your services?
Yes! We are so confident in our services that all of our support plans come with a 90-day no-questions-asked guarantee. We also unconditionally guarantee all our work. If you are ever not satisfied with any work we perform, just let us know and we will work with you to insure your satisfaction, at no additional charge. We also have strict Service Level Agreements that we provide with each agreement.
Can you host an Internet domain name that I have already registered?
Absolutely. We will coordinate transferring your domain to the Biz-Net servers easily. We also offer email hosting.
Can work be performed outside of business hours (e.g. after 5pm Monday to Friday, public holidays or weekends)?
Yes. All worked performed between 5:01 pm and 8:30pm Monday to Friday, excluding public holidays is charged at 1. 5x the standard plan rate. Weekends, public holidays and after 8:30pm are charged at 2x the standard plan rate.
If we sign up for one of your plans and find that it is not working for us, what can we do?
If you're not happy with any aspect of our performance, we will make it right. We do ask, however, that you communicate with us openly and honestly so that we can work most effectively with you. Our goal is to create loyal, satisfied customers.
What happens if my server crashes?
If you are on the "Ultimate or Premium Stress Free IT" plans then the engineering time to recover your server and put your network back to normal is covered under the agreement (during business hours only). We can work after hours to recover your server and network but this is chargeable as detailed above.
If you are on the "Basic Stress Free IT" plan then the total time to recover your server and network is fully chargeable at the applicable rates.
How can I learn more about your services?
Please fill out an Information request form for details on specific services we offer.
Backup and Disaster Recovery (BDR)-What hardware and software are required?
The Stress Free IT BDR appliance is a Networked Attached Storage (NAS) device. Think of it like another server on your network. It’s a complete hardware and software solution in one device. It doesn’t even need a keyboard, monitor or mouse. All it needs is a power and a network connection.
How often are my backups taken?
Backups may be taken as frequently as every 15 minutes or once a day. For maximum benefit, we recommend taking the backups as frequently as feasible. Most of our clients backup every 15 minutes.
How easy is it to restore data from the Stress Free IT BDR?
Restoring data from the Stress Free IT BDR is as simple as copying files between hard drives. That’s one of the main benefits of the Stress Free IT technology. Unlike tapes, which take time to rewind, inventory and find the file that needs to be restored, finding files to restore from the Stress Free IT BDR is as easy as finding and copying a file via Windows Explorer.
Where is the off-site backup data stored?
The Stress Free IT BDR sends data to two secure data centers, one on each coast. This accomplishes three things; 1) It gives redundant destinations for the data in the event Internet congestion is slowing data backup data and 3) It provides time zone advantages in the event you have a disaster.
Is my data vulnerable at the off-site data center?
No. Your backup data is secured and encrypted using a private encryption key that is only known to you and Biz-Net. This means that while your data is stored at the off-site data center, the staff at the data center can only see that your backup files are there. They are not able to see the data within these files. This system meets all federal requirements for data security.
How does the VSA BDR take over for my server, if necessary?
The Stress Free IT BDR uses advanced virtualization technologies to allow the backups stored on the device to be mounted into a virtual server that takes the place of the failed server. Simply stated, your users will not know the server is running virtually on the Stress Free IT BDR as opposed to the original server they have always connected to. That's the real power of Stress Free IT BDR.
What are the Payment Terms for Hardware and Software?
All Hardware and Software orders must be paid in advance in full prior to us ordering the equipment.
Are there any minimum computer or network requirements?
- All Servers with Microsoft Windows Operating Systems must be running Windows 2003 Server or later, and have all of the latest Microsoft Service Packs and Critical Updates installed.
- All Desktop PC's and Notebooks/Laptops with Microsoft Windows Operating Systems must be running Windows XP Pro or later, and have all of the latest Microsoft Service Packs and Critical Updates installed.
- All Server and Desktop Software must be Genuine, Licensed and Vendor Supported*.
- The environment must have a currently licensed, Vendor-Supported Server-based Backup Solution (tape, disk or offsite).
- The environment must have a currently licensed, Vendor-Supported disk imaging system in place for disaster recovery.
- All Hardware is covered under a currently active Vendor Support Contract; or replaceable parts be readily available.
- There is a Minimum requirement of 5 PC's and 1 Server before you can sign up for the Ultimate, Premium or Basic Stress Free IT Plans.
- Any Wireless data traffic in the environment must be secured with a minimum of 128bit data encryption.
- Minimum of 6GB of free Drive Space on Server for Monitoring and Patching of Software.