1. What is managed IT services, and how can it benefit my small business/nonprofit?
Managed IT Services is the utilization of an outsourced expert provider to maintain and support your IT systems, staff, and technologies. Outsourcing these services offers an opportunity to reduce costs, improve operating efficiencies, increase network security, and gain/provide access to expert support and resources.
2. What types of managed services do you offer, and what are the costs?
Services can include (but are not limited to) Helpdesk support, patch management and monitoring, data back-up and recovery, server and network solutions, structured cabling, vendor management, migrations, security training, technology deployments and more. The costs will vary based on the size of your organization and your unique support needs.
3. Can you provide a custom-tailored solution for my specific business needs?
Absolutely! Managed IT Services is not one-size fits all and every business is different, with their own unique requirements and needs. From consultation and planning to integration, deployment, and ongoing support, we want to partner with our clients to create a solution that serves you most efficiently.
4. What is your experience working with small businesses and nonprofits, and can you provide references or case studies?
For nearly 40 years, Pavelcomm has been working with small businesses and nonprofits throughout the pacific northwest region (and beyond). Our services range from helpdesk support to strategic planning, hosted and on-premise voice solutions, and HIPAA and PCI compliance services. You can learn more about the customers we serve from our case studies, read customer testimonials on our home page, or reach out directly to be introduced to a number of our current nonprofit clients acting as references.
5. How do you handle security and data protection for your customers?
Security and data protection is a multipronged approach for our clients that commences during the onboarding process and continues throughout the entirety of our partnership. To begin, we ensure your users have access to quality (and ongoing) training and education. Alongside this effort, we work with you to create a disaster recovery plan that ensures your business is protected in any situation and follows through with 24/7 monitoring and response. Ultimately, we are working to not only ensure the proper protective systems are in place but emphasize the importance of continued training and upkeep with/for your staff and users.
6. Do you provide support outside of business hours, and what are the fees for after-hours support?
Yes! You have access to our support team whenever you need it, whether that be during normal business hours (7am-5pm) or around the clock (24x7), we are available 365 days a year, so your business doesn’t miss a beat. We have all-inclusive plans for those who require it, and alternative approaches for those who don't, and would be happy to discuss all available pricing options to help ensure your investment matches your business needs.
7. How do you stay up-to-date with the latest technology and industry trends?
Our team members maintain specialty certifications, training requirements and education credits where required, in addition to support and training we receive on a regular basis from technology leaders who bring us the hardware, software and solutions we need to keep you competitive.
8. Do you offer training for our staff to use the technology solutions you provide?
Yes, employee onboarding, user training and other support is available where needed. Simply contact your account representative to set up training for your team.
9. How do you ensure that our data is backed up and recoverable in case of a disaster?
There are multiple options available to ensure your data is backed up and recoverable in the event of a disaster. We work directly with our clients to understand the impact of a disaster, which data is critical to the organization’s health/need, and how quickly it would need to be restored. All this information and data is used to create a custom DR recommendation for your specific needs.
10. Can you help us with software licensing and compliance?
Definitely! We have the ability and access to help facilitate both standard (i.e. Microsoft) and unique software are licenses often at no additional cost to you. The result is a more efficient investment in technology (one invoice vs multiple) and a key responsibility of your dedicated account manager is auditing them to help ensure utilization matches both your need and cost.
11. What is your process for onboarding new clients, and how long does it typically take?
We put a lot of emphasis into our onboarding process to truly understand your environment and create/implement a positive and efficient process from the start. As a general rule, we are committed to a 30-day structured onboarding process (or less). Each of our new clients is onboarded with the support of multiple key Pavelcomm resources (including but not limited to a dedicated Project Manager, Senior Engineer, Customer Service Manager, Customer Success Manager, Account Manager) to help ensure all tasks and objectives are met in a timely manner. This not only helps to create a robust foundation for our partnership, but also will assist with the creation of a knowledge bank that will continue to be filled with pertinent information and documentation (unique to your organization specifically).
12. Can you make recommendations or provide support for projects that are IT focused?
Helping you research a new service, product, vendor, or solution is something at which we excel, and would be happy to do for you. From gaining a thorough understanding of your needs to vetting potential solutions to meet them, our role as a partner is to support your requests and be proactive in areas you might not have considered. At Pavelcomm, we have dedicated Project Managers and Senior Engineers whose role is to manage and execute IT Focused projects that support your business.
13. Do you have a helpdesk or support team that we can contact if we have any issues or questions?
Absolutely! As a Pavelcomm customer, you have access to an experienced team dedicated to supporting your users. Our technical support team (over half of our staff), is available through a dedicated phone line and/or email communication. With every request for support, we create a trackable ticket to not only help ensure your issue is resolved, but to also document the resolution so we can be as efficient as possible and proactive in identifying root cause or other areas that may be improved for the future.