What are managed services?MTX Data has been in the IT industry since 2002. Over that time, we have put together a long list of best practices for service and support of the small and medium-sized business network. By performing these services proactively, and in real-time, we are effectively able to minimize downtime by a staggering 97%, allowing your company to be more productive and more profitable. We perform these services with a combination of best-in-class staffing and a series of software and hardware tools previously only available to Fortune 500 companies. With the confidence in our practice, we are able to offer a true fixed-fee IT approach to managing your network, giving you a predictable IT expense and working as a part of your team to add value to your bottom line. Our clients are leaders in their industries and want the competitive advantage offered by a full-time IT staff at the fraction of the cost of just a single employee.
This approach allows you to fous on your business and NOT your IT.
How long does it take to deploy your service offering?We can generally deploy our managed services within 2 weeks. Depending on the current condition of your network, we may have to bring the network up to an acceptable standard in order to initiate our offerings.
What is your disaster recovery guarantee?Should any of your servers experience a disaster (i.e., hardware failure) we will, at our expense, recover your data to the last successful backup to get you up and running. The server must meet our minimum requirements in terms of age and warranty and must have been under our management for at least 30 days.
How is my data secured? We have a very strict policy with respect to client passwords and network security. This begins with a thorough background check of each one of our partners or employees prior to service. We also have a contractual obligation with non-disclosure and non-compete clauses. In order for us to fully support your systems, we do need administrative rights to your data, which inherently provides some risk, however all remote access is fully encrypted via 128-bit standard encryption and can be accessed only via our portal servers so that we can grant/deny access as necessary.
What is the difference between support and other billable offerings?
The term “support” in our service agreements refers to the ongoing service and maintenance of the existing infrastructure and software, and applies to all related service. This includes all helpdesk and general support requests. Support does not cover hardware, which would be protected under a manufacturer warranty.
Integration work is billable on all contracts and is applicable to any NEW service (i.e. new workstation installation, major software upgrade, new software installation, office move, etc.).
Integration work may also include acting as your ISP liaison, project management, CTO services (higher-level consulting), and purchasing support unless otherwise covered within your chosen MITS Managed Services plan.
How am I alerted to after-hours problems? We have a separate form as to how (or if) you wish to be alerted to any major after-hours issues. At your discretion, we can maintain a door key, keycard or security code to access your premises and servers. These keys and codes are managed by our service manager and are fully accounted for and released on an as-needed basis for emergencies only.