Q: How will I save money by using ITComplete?
A: ITComplete provides the tools, techniques and personnel to proactively monitor and maintain your IT infrastructure. Through this proactive management, downtime is reduced and internal IT staff is freed to work on endeavors more directly related to improving your bottom line (e.g. line of business applications, intranet portal services, advanced technical training). If you do not currently have onsite IT staff, UNAPEN ITComplete can offer its advantages at a fraction of the cost.

Q: What if I already have a sizable IT staff?
A: As you grow, you may reach a point at which you consider hiring additional personnel. “Outtasking” via ITComplete may make that unnecessary. You may also be able to reallocate the current workload to become more efficient.

Q: How does ITComplete handle backups?
A: At the lower tiers, ITComplete includes monitoring and managing of your existing backup solution. For increased protection and reduced recovery times, system imaging is included in the higher tiers. With system imaging, we can restore any system back to its exact configuration and settings at the time the last backup was completed. In addition to providing fast recovery from hardware or software failures, these images greatly simplify hardware replacement and system upgrades.

Q: Does ITComplete include hardware?
A: The cost of hardware purchases for your use and ownership is not included under ITComplete. The work involved to specify, order and install hardware is included at the Advanced level and available for additional fees at the lower tiers. At the Standard and Advanced levels, UNAPEN places a server on your premises for storage of backups and assisting with other management tasks at no cost to you; however, this system remains as the property of UNAPEN.

Q: What type of software is included?
A: At the lower levels ITComplete includes the management system to monitor and maintain your systems.  At the higher tiers, software to protect your systems against viruses and spyware is included as is the imaging software.

Q: What if we accidentally delete a file—how will it be restored?
A: As long as the file existed during the last backup cycle, Standard and Advanced clients can open a ticket or call our support line to have any file restored in minutes.  Basic and Professional tier clients will have to locate and insert the last backup tape for our personnel to perform the restore.

Q: How are patches and service packs applied?
A: Everyone these days should know that it is critical to regularly apply Microsoft Updates.  However, using automatic updates is dangerous in a business environment; at least several times per year, patches are released and subsequently found to cause problems within some configurations.  To keep your systems up to date while limiting the potential for this type of problem, ITComplete stages patch installs.  First, UNAPEN test machines are patched; assuming no problems are found, all UNAPEN machines are patched; if everything is still proceeding smoothly, test machines at client sites are patched; as long as no problems have been found through this process, all client machines are then offered the patches.

Q: How safe is our data?
A: All your data remains on your site and completely in your control.  Further, UNAPEN owns and operates all the systems used to access and manage your network.  None of these tasks are outsourced to third parties.

Q: Do we need broadband to make this work?
A: No. Broadband service has advantages in speeding the download of patches and utilities.  However, all that is required is an Internet connection.  Laptops can even be managed and supported on the road as long as there is an available Internet connection.

Q: What are the contract terms?
A: 1 year, auto renewing

Q: What are the “hidden costs”, if any?
A: Specific coverage terms are detailed in the agreement. Everything is clearly explained and there are no hidden costs.

Q: Do you provide “on site” support?
A: We are happy to respond to issues on site whenever required.  However, on site service is subject to transportation and other fees.  If possible we address issues remotely to ensure fast and cost effective service.

Q: What is your cancellation policy?
A: We have no formal cancellation policy. No client has ever cancelled!