Frequently asked questions Page 12 of 27

Frequently asked questions — page 12

• How can I request help and what information do I need to provide?

  You can request help by contacting the team and describing the problem, the affected device or system, and the business impact. If you have screenshots or error messages, it speeds up the diagnosis.
• Does support include preventive maintenance or only occasional incidents?

  We work with a managed model that combines incident resolution with preventive maintenance. This includes reviews, updates and checks, such as verifying backup copies.
• Can you handle systems problems, IT management and other IT needs?

  Yes. We cover systems and communications, and provide support for typical management environments and tools. In each case, the scope is defined based on the client’s infrastructure and goals.
• How is the cost calculated: by the hour, per incident, or via a periodic service?

  The cost depends on the agreed model: it can be by the hour, per incident, or via a periodic service with a defined scope. The diagnosis helps to propose the most efficient option.
• What does IT Support Alava include for a company?

  It typically includes helpdesk and incident handling, endpoint and infrastructure support, and proactive maintenance such as monitoring and coordinated updates. Many providers also include backup support and basic managed security hygiene.
• Do you offer remote support, on-site support, or both in Álava?

  A strong IT Support Alava model usually combines remote assistance for speed and on-site support for hardware, network work, or complex cases. The right balance depends on your environment and incident type.
• How do response times and resolution priorities work (SLA)?

  SLAs define response and resolution targets based on severity levels. Incidents are triaged, prioritised, and escalated so urgent business impact gets faster action and clearer communication.
• Can you support both Windows/Microsoft environments and business applications?

  Most managed helpdesk services support common business stacks, including Windows/Microsoft environments and the applications that affect daily operations. The exact scope should be confirmed during the assessment.
• How can I request a quote or information for IT support in Vitoria-Gasteiz and Álava?

  Request a tailored quote by sharing your device count, main systems, and support needs. A provider should propose scope, SLA expectations, and remote/on-site coverage aligned to your operations.
• What exactly does an IT maintenance plan for companies in Girona include?

  It includes preventive maintenance (reviews, updates and monitoring), corrective maintenance (incident resolution) and remote or on-site IT support. The scope is defined by contract and by criticality.
• Do you offer an initial audit to tailor the maintenance plan?

  Yes. A diagnosis of the infrastructure and risks is carried out to prioritise actions and define the plan. Based on that, the scope and service level are set.
• Is the support remote, on-site or both, and how are urgent incidents handled?

  It can be remote, phone-based or on-site depending on the case. For urgent situations, prioritisation and escalation are applied, with status updates during the process.
• Can I sign up without a minimum term and with a predictable monthly fee?

  Plans are usually monthly and flexible, tailored to your size and needs. The aim is to keep costs predictable and allow the service to evolve without unnecessary lock-in.
• Do you manage security and data protection as part of maintenance?

  Yes. Security auditing, operational controls and a data protection approach are built in. In addition, backups and recovery are considered to reduce impact.
• What does IT Support Girona typically cost for small businesses?

  Costs often depend on the number of devices, the scope of support, and security requirements. Many providers offer a fixed monthly per-device model that includes remote and on-site assistance within defined coverage.
• Do you offer remote IT support as well as on-site support in Girona?

  A strong IT Support Girona offering usually starts with remote helpdesk support and escalates to on-site intervention when hardware, cabling, or network changes are required.
• How fast can you respond to urgent issues like email down or malware?

  Response times should be defined in an SLA, including triage and escalation rules for urgent incidents. Ask how they handle priority cases and what the communication process looks like.
• What is included in computer security support?

  Security support typically covers antivirus/endpoint protection, patching, safe configuration, and backup reliability. The best providers also include monitoring and remediation for suspicious activity.
• Can IT Support Girona cover both freelancers and SMEs with different setups?

  Yes—providers should adapt to your environment, from small device fleets to more complex networks and cloud services. The key is a clear onboarding and a support scope that matches your reality.
• Do you offer unlimited remote support, and when is an on-site visit required?

  Yes, remote support is used for most incidents (software, configuration, access and diagnosis). On-site visits are reserved for cases that require physical intervention: cabling, hardware replacement or actions on the local network.
• Does it include monthly preventive maintenance and backup management?

  In comprehensive plans, preventive maintenance and control tasks are included to reduce recurring failures. In addition, it is complemented with backups and recovery-focused backup to ensure restoration in the event of incidents.
• Can you handle network incidents, WiFi issues, and security auditing?

  We handle connectivity and network incidents (including WiFi) and apply security measures to identify risks and reduce exposure. Auditing and hardening are tailored to the environment’s level of criticality.
• What happens if there is a ransomware attack?

  An impact assessment, containment, and analysis are carried out to determine the extent. Recovery is based on backups and a restoration plan, prioritising business continuity.
• Do you work with flexible contracts (no lock-in or hours bundle), and how do I request a quote in Madrid?

  Yes, we offer tailored options such as an hours bundle or comprehensive maintenance with predictability. To request a quote, the scope is defined (devices, network, security) and SLAs and the support model are agreed.
• What’s included in IT maintenance for companies in Madrid?

  A complete IT Maintenance Madrid plan typically includes preventive checks and updates, corrective incident support, ongoing cybersecurity activities, and backup management for business continuity.
• Do you offer remote support, on-site support, or both?

  Most maintenance models are hybrid: remote support handles the majority of issues, while on-site interventions are used when hardware, server access, or complex fixes require physical presence.
• How do you handle downtime minimisation and escalation for critical incidents?

  Incidents are triaged, resolved remotely when possible, and escalated when severity requires it. During interventions, the wider system is reviewed to prevent repeat failures.
• How often are preventive checks and updates performed?

  Preventive maintenance is scheduled based on your environment and risk level, combining regular security updates with periodic health checks of endpoints, servers, and communications.
• Can you help with compliance and data protection requirements as part of ongoing maintenance?

  Yes. Maintenance can include verification activities, documentation, and alignment with relevant standards so you have evidence and controls that support governance and data protection expectations.
• What’s the difference between IT maintenance and IT support for businesses?

  IT maintenance is proactive: monitoring, preventive routines, updates, and security hardening. IT support is mainly reactive: resolving incidents and handling help requests when problems occur.
• What does IT maintenance typically cover for day-to-day operations?

  Most plans include monitoring, patching and updates, backup management, preventive maintenance, and security configuration checks. Many also include performance tuning and structured reporting.
• Is outsourcing IT maintenance better for SMEs than keeping an in-house team?

  It depends on your internal capacity and risk profile. Outsourcing often improves scalability, access to expertise, and cost predictability, especially when you need coverage beyond standard working hours.
• How can I measure whether IT maintenance is working for my business?

  Track outcomes such as downtime reduction, time-to-resolution, ticket volume trends, patch compliance, backup success rates, and security incident frequency. Compare these against your SLA targets.
• What should I look for in a third-party IT maintenance provider?

  Look for clear SLA coverage, defined ownership of updates and security actions, escalation paths, transparent reporting, and continuity planning. Confirm how backups and recovery are handled.
• What exactly does an IT consulting service do for a business?

  It analyses the current situation, identifies gaps and risks, defines a strategy and supports implementation. The goal is to align technology with business objectives and ensure continuity, security and efficiency.
• How is IT consulting different from software development?

  Consulting focuses on diagnosis, planning and making IT decisions. Development creates or adapts software; consulting can include architecture design and change governance, but it doesn’t always involve coding.
• What types of IT consulting are available, and which one do I need?

  You can choose security, cloud, digital transformation, IT project management and process optimisation consulting. Your choice depends on your priority: reducing risks, migrating, improving day-to-day operations, or streamlining change delivery.
• How do you start an IT consulting project—diagnosis, plan and delivery?

  Typically, it starts with a diagnosis (inventory and assessment). Then you define a roadmap with priorities and estimates, and deliver it in phases with validation and follow-up. You adjust as you learn from results and feedback.
• What criteria should I use to choose an IT consultancy?

  Check the methodology, experience in your type of environment, clarity of deliverables, change governance approach and support capability. It’s also important that the consultancy measures success using both operational and business criteria.
• What IT services do I need if my company doesn’t have an in-house IT team?

  Usually you’ll need a managed service covering technical support, system maintenance and administration, along with cybersecurity and backups. The provider should align with your level of criticality and define a realistic SLA.
• In which cases is technical support and maintenance preferable to full outsourcing?

  If you have internal staff but lack coverage or specialised skills, support and maintenance can complement well. If the operation is critical and you don’t have the resources, full or hybrid outsourcing usually provides more control and continuity.
• How do I assess the cybersecurity of an IT services provider?

  Ask for evidence: monitoring, patch management, secure remote access (for example, via VPN), encrypted backups and response procedures. It’s also important to review how they report incidents and vulnerabilities.
• What should I review in a contract to ensure response times and business continuity?

  Review the SLA (response and resolution times), coverage by working hours, incident escalation, continuity plan and recovery testing. Include regular deliverables and acceptance criteria.
• Can I integrate IT services with an ERP or cloud collaboration tools?

  Yes. A good provider coordinates the integration with your ERP, manages access and security, and plans migrations or improvements without interrupting operations. The key is to define scope, risks and timelines.
• What does a computer consulting engagement typically include from day one?

  It usually starts with discovery and scoping to confirm priorities, risks and success criteria. Then you receive an assessment and a roadmap, and—if agreed—implementation and ongoing support.
• Do you offer flat-rate IT consulting, or is it project-based?

  Both models are possible. You can choose project-based delivery for defined scopes, or an SLA-based managed service with a monthly contractual model for cost control.
• Can feasibility studies help reduce time and cost before implementation?

  Yes. Feasibility studies and assessments reduce uncertainty by validating options, constraints and expected impact before you invest in implementation. This helps avoid rework and delays.
• How do you handle network security, data protection and reducing downtime?

  Security consulting covers network protection, data safeguards and—where required—backup and recovery planning. Business continuity measures are designed to reduce downtime and improve recovery readiness.
• What KPIs or outcomes can I expect to improve after the consulting work?

  Common KPIs include fewer incidents and tickets, faster resolution times, improved uptime and measurable improvements in operational continuity. Client satisfaction and responsiveness are also tracked.
• Do you offer a free IT audit or consultation?

  Yes. We can start with an assessment of your current environment and needs, then propose the most suitable Computer Services package. The goal is to provide clarity on scope, priorities and the delivery approach.
• What response times can we expect for remote and on-site support?

  Response depends on the service level and the type of issue. We structure support coverage to minimise downtime, combining remote resolution where possible with on-site intervention when required.
• Can you manage both infrastructure and cybersecurity under one provider?

  Yes. Our model covers infrastructure and networking alongside a layered cybersecurity approach, including vulnerability management, secure remote access and resilience measures such as backup and disaster recovery support.
• Do you support Microsoft 365/Azure and on-premise servers?

  We support hybrid environments and can advise on migrations and ongoing management. Our delivery focuses on keeping systems secure, available and aligned with business operations.
• How do you handle backup, disaster recovery and data availability (HA)?

  We design and support backup and disaster recovery practices to protect data availability. This includes planning for resilience and aligning controls with your operational requirements.
• How much does IT consulting cost in Madrid, and how is the budget determined?

  Cost depends on the scope (diagnosis, roadmap and included areas) and the level of depth required. It’s usually refined after an initial assessment of infrastructure, software and business goals.
• What does an initial meeting or site visit to assess my technical situation include?

  We review your needs, recurring incidents, the state of your systems and your priorities. Based on that, we define the scope of the consulting engagement and the expected deliverables (roadmap, action plan and success criteria).
• Can you advise on the rollout of new technologies and support us during implementation?

  Yes. The engagement can focus on strategy or be extended with implementation support. In projects involving continuity, security and modernisation, we coordinate execution and phased validation.
• Does the consulting include infrastructure (systems, networks) and software analysis, or strategy only?

  It can include both, depending on the agreed scope. Typically, we combine a technical audit (infrastructure, networks and software) with an executable, measurable proposal using KPIs.
• Do you offer IT maintenance for businesses in Madrid, including incident response?

  Yes. We provide managed support with SLAs, monitoring and an incident-handling process that prioritises criticality to reduce downtime.
• Does this include cybersecurity: protection for endpoints, email and backups?

  Yes, we provide defence-in-depth: endpoint protection, protected email and backups geared towards recovery so you can stay operational during incidents.
• Can you help with remote work and secure remote access for teams outside the office?

  Yes. We design and implement policies and controls for secure remote access, integrating network, monitoring and operational best practices.
• Do you handle computer repairs and on-site support in Madrid?

  Yes. We combine remote and on-site support in Madrid depending on urgency and business impact, with diagnosis and resolution.
• How do you avoid the complexity of coordinating multiple IT and communications providers?

  We deliver end-to-end services so you have a single point of contact: support, security and communications, with tailored reporting and agreements.
• What information do I need to provide so you can present an IT consulting success story similar to my situation?

  Ask for the challenge, the scope, the implementation approach and the outcomes by focus area (efficiency, experience and continuity). Also request lessons learned and how they managed integration and adoption risks.
• How do they determine the scope of the IT consulting engagement before starting the project?

  Typically, they start with a technology audit to identify risks and opportunities, which is then translated into a prioritised plan. Next, they define what is included, what is out of scope, and how the impact will be measured.
• In what timeframes are improvements typically seen after implementing IT consulting?

  You usually see quick wins in the initial phases (stabilisation and fewer incidents), followed by more structural improvements later (security, continuity and optimisation). The timeframe depends on the current state of the infrastructure and the agreed scope.
• What types of results does an IT consulting engagement deliver?

  The most common results show up in operational efficiency, less downtime, a better user experience and improved scalability. Cost predictability is also often targeted through contracts and SLAs.
• How do they manage risks such as integration, adoption and operational continuity?

  They’re mitigated through change planning, monitoring, preventive maintenance and testing before deployment. Continuity is also strengthened with backups and disaster recovery.
• What should an IT consulting success story include to prove real business impact?

  Include a clear baseline (problem, scope, constraints), the delivery approach (how the work was organised and governed), and measurable outcomes tied to business value. Avoid vague statements without evidence or attribution.
• How do we quantify ROI for IT consulting (cost, downtime, security, scalability)?

  Quantify before-and-after metrics such as incident frequency, downtime hours, support effort and operational cost predictability. For security, use evidence of risk reduction (controls implemented, audit readiness, and improvements in backup and recovery).
• What’s the typical process from discovery to delivery in an IT consulting engagement?

  A common model is discovery and requirements capture, assessment and design, delivery across workstreams, and governance with reporting. Mature engagements also include continuous improvement after go-live.
• How can we validate the security and compliance outcomes mentioned in case studies?

  Ask what controls were implemented, how they were tested and what evidence exists (policies, configurations, backup/recovery results, monitoring coverage). Confirm responsibilities and ongoing monitoring.
• How do we choose the right consulting partner based on the patterns in their success stories?

  Compare how they define success, how repeatable their delivery model is, and whether they provide measurable outcomes. Prefer partners that combine consulting with managed delivery to sustain results.
• What services are included when I hire an IT and communications company in Madrid?

  Typically, you should expect IT managed services (support, monitoring and updates), connectivity and network work (including structured cabling), communications readiness and security controls. The exact scope depends on your current setup and the engagement model.
• How long does discovery and solution design usually take?

  Discovery is often a short, structured phase to map current infrastructure, communications needs, and risks. Solution design time varies by complexity, but a clear plan should include integration and testing steps before rollout.
• Can you integrate new communications systems with our existing IT and network infrastructure?

  A capable provider will assess compatibility, network requirements, security implications, and migration/testing needs. Integration should be planned to minimise downtime and protect ongoing operations.
• Do you offer managed services and support after deployment (SLAs, response times)?

  Yes—look for SLA-based managed services that define monitoring, maintenance, update cadence, escalation paths, and response times. This is where continuity and incident reduction are usually proven.
• What information do you need from us to provide a quote for an IT + communications project in Madrid?

  Share your current network and communications setup, device and site count, key objectives, timelines, and any compliance or security requirements. Include stakeholders and constraints so the provider can size scope accurately.
• What does a managed IT service for businesses include, in addition to technical support?

  It includes proactive operations: monitoring, patch management, backups, preventive reviews and SLA-based support. It also usually includes inventory, change management and reporting to help you make data-driven decisions.
• How is the initial assessment carried out and what documentation is delivered when we start?

  We perform an audit of the status of the relevant systems (security, backups, servers and communications) and compile an inventory. From there, response conditions, priorities and an improvement plan with deliverables are defined.
• Do you manage security and continuity in the face of incidents such as ransomware?

  Yes, with defence in depth: vulnerability management, secure configuration, patching, backups and monitoring. The goal is to reduce impact and speed up response to incidents.
• Can you cover cloud, hybrid, or multi-cloud environments as well as networks (VPN/SD-WAN)?

  Normally, yes: cloud and hybrid environments are covered, including backup/DR and access. For networks, we cover VPN, segmentation and communications continuity according to the customer’s design.
• How do you measure the service: SLA, response times and ticket tracking?

  An SLA is defined with response times by team type or criticality level, and day-to-day management is handled through tickets. The provider should provide periodic reporting covering incidents, trends and preventive actions.
• What IT services does a national company cover for customers with multiple sites?

  Typically, it covers IT support, infrastructure maintenance, networks, cybersecurity, incident management and managed services. In many cases, it also includes cloud services, licensing and backup/continuity to standardise operations.
• How do you handle support and incident response when you operate across different cities?

  A service model is set up with ticket centralisation, escalation based on severity, and coordination of technicians for on-site interventions when needed. The goal is for the service level to remain consistent across all locations.
• Do you include cybersecurity and continuity (backup/restore) as part of the service?

  Yes—when the provider operates with a managed approach: network and access protection, security policies, and backups with proven recovery. That way, continuity doesn’t remain only as consultancy.
• Can you standardise infrastructure, licences and tools (cloud, networks, hardware) at a national level?

  A national company should enable the standardisation of configurations, licences and tools to reduce variability between sites. Flexibility is maintained to adapt to local needs without breaking the global model.
• Do you provide training for the IT team and end users (e.g., Office and Power BI)?

  When the service is comprehensive, training is included for both end users and the technical team, focused on adoption and best practices. This improves security, reduces incidents, and accelerates ROI.
• What’s included in managed IT services for businesses (day-to-day and proactive tasks)?

  Typically it includes help desk support, proactive monitoring and maintenance, patching, system health checks, and governance activities such as inventory and user/device lifecycle. Many providers also include security operations and backup/DR planning as part of continuity.
• How do I know whether I need managed IT or co-managed IT?

  Choose managed IT if you want one provider to own day-to-day operations and proactive security/maintenance. Choose co-managed if you already have an internal team and need extra capacity for specific workloads, projects, or peak periods.
• Do you provide 24/7 monitoring and incident response?

  Security-first providers usually offer continuous monitoring and defined incident response procedures, including escalation and remediation. Confirm the exact coverage hours, response targets, and how incidents are communicated to your business.
• How do you handle data backup, disaster recovery planning, and restoration testing?

  A strong approach includes automated backups, clear retention rules, disaster recovery planning, and restoration testing to prove recoverability. Ask how often tests run and what evidence or reports you receive.
• Can you help with cybersecurity compliance and insurance readiness assessments?

  Yes—many security-first IT services include compliance readiness support and evidence gathering for insurance and audits. Confirm which frameworks or requirements are covered and how findings translate into actionable remediation.
• Do you coordinate multi-site IT support, and how is coverage confirmed?

  We centralise coordination and confirm each location, resource, timing, scope and access before local delivery. Madrid is served directly; elsewhere we use the closest available local resource or partner.
• What’s included in your monthly managed IT services?

  Managed IT typically combines proactive monitoring and maintenance with incident handling and on-demand assistance. The goal is to reduce downtime and improve response quality from the first message.
• Can you handle both network/cabling projects and ongoing managed support?

  Yes. We can deliver wireless and wired network work (surveys, installs, audits) and structured cabling foundations, then support the environment through ongoing managed services and security-focused deployments.
• How do you start a project—what does your discovery phase involve?

  We ask for enough detail about your environment and objectives: industry context, current systems, user counts, compliance needs such as GDPR, and any critical deadlines. This speeds up feasibility and next-step planning.
• Do you offer flexible pricing models and service guarantees?

  We support flexible engagement models aligned to your operational needs, with clear expectations on how enquiries are handled and how support is delivered. Specific guarantees depend on the scope agreed during assessment.
• What IT services do I need if my priority is information security?

  Look for a service that includes multi-layer security: firewall, antivirus, vulnerability management and secure access policies. Also ask how security is monitored and how security-related incidents are handled.
• Do your managed IT services include monitoring and continuous support (e.g. 24/7)?

  It depends on the service model. Typically, the provider offers managed monitoring and support with defined response tiers. Ask for the exact scope, working hours and response times.