Frequently asked questions Page 16 of 27

Frequently asked questions — page 16

• What role does network management and monitoring play in reducing downtime?

  Management and monitoring provide continuous visibility: they detect degradation before failure and allow for corrections with less impact. Additionally, they facilitate root cause analysis and improve capacity prediction.
• How to plan the migration or modernization of cloud storage to avoid losing operational continuity?

  Design the backup and recovery strategy first, define RTO and RPO objectives, and carry out migrations in stages. Validate performance and security in parallel to minimise risks and ensure continuity during the change.
• What should we include in an enterprise infrastructure assessment to start improvement work?

  Cover compute, storage, network and service health with measurable baselines (utilisation, IOPS/latency, bandwidth/packet loss, availability and incident patterns). Include lifecycle age, recovery readiness (backup/DR) and security control coverage so findings can be prioritised with risk.
• How do we prioritise infrastructure changes when we have on-prem, cloud and hybrid workloads?

  Rank changes by business impact (cost, efficiency, reliability) and risk (security/compliance and downtime exposure). Use SLAs, dependency mapping and a phased execution plan so you can deliver improvements without breaking critical services.
• What KPIs best indicate performance and reliability improvements after an infrastructure upgrade?

  Track latency and throughput, utilisation headroom, storage IOPS/response time, and network loss/jitter. For reliability, monitor availability, incident rate, mean time to restore, and recovery test results to confirm operational resilience.
• How can we improve readiness for AI deployments without causing production disruption?

  Start with a baseline and a production-safe plan: validate data protection, encryption, and access controls first, then run controlled pilots (POC to production) with rollback and off-peak change windows. Ensure capacity and performance targets are measurable before scaling.
• What does proactive O&M mean in practice, and how is it supported by monitoring and standards?

  Proactive O&M means detecting anomalies early, triggering investigation through automated alerts, and applying routine maintenance (patching, configuration optimisation, lifecycle management). Standards management ensures consistent configurations, security controls and reporting so improvements do not regress.
• How often should preventive maintenance of PBXs be performed?

  It depends on the volume of use, criticality of the service, and environmental conditions (temperature, electrical quality, and cabling). It is common to define a preventive schedule and adjust it after the initial diagnosis and the history of incidents.
• What tasks are included in the maintenance of PBXs?

  It includes reviewing the environment (cooling and cleaning), checking the UPS, verifying connections and cabling, functionality tests, and configuration management. In many cases, backups are also performed to facilitate restoration.
• Do you perform backups of configurations to restore the PBX?

  Yes, the goal is to have a copy of configurations to quickly recover the service in case of an incident or a change. The exact scope is defined according to the model and type of PBX.
• How do you manage an incident if the PBX stops working?

  A diagnosis is performed to identify the cause (power supply, network/VoIP, internal components, or cabling), recovery actions are applied, and if necessary, configuration is restored from backup. The process is accompanied by tests to confirm stability.
• What documentation do you provide after the review?

  Checks performed, the state of the environment, and findings regarding connections and components are documented. Recommendations are also recorded, and when applicable, changes to configurations or reprogramming executed.
• How often should we perform maintenance on our telephone switchboard to avoid call failures?

  A practical approach is to combine scheduled preventive inspections with periodic testing of critical functions (line quality, signalling, and stability). The exact frequency depends on usage intensity, environment, and fault history, but the goal is to catch degradation before it becomes a call failure.
• What are the most common switchboard faults (noise/echo, line failure, dialling errors) and how are they diagnosed?

  Noise/echo often points to cabling, shielding, or interface contact issues. Line failure typically requires checking terminations and signalling paths. Dialling errors are diagnosed by mapping symptoms to likely causes such as interference, incorrect interface connections, or configuration mismatches.
• Do we need to update documentation after every maintenance visit, and what should it include?

  Yes—update records after each visit to maintain continuity and support faster troubleshooting. Include checks performed, findings, repairs or replacements, dates, and any configuration changes, plus references to affected ports, cables, or modules.
• When should a damaged cable or switchboard component be repaired versus replaced?

  Repair is suitable when the fault is local and the component remains within acceptable reliability limits. Replace when damage is structural, recurring, or likely to degrade performance again quickly—especially for connectors, cables with shielding issues, or components showing repeated failures.
• Can you provide a maintenance plan that includes routine testing plus monitoring/alarms for faster incident response?

  A strong plan includes routine preventive checks, structured testing by fault category, and monitoring/alarms that highlight early warning signs. Combined with a clear fault-finding workflow and updated records, this reduces mean time to restore service.
• What option is suitable for a small network: a hardware firewall, a software firewall, or both?

  It depends on the level of complexity and the need for segmentation and centralized operation. A hardware firewall usually provides control and performance; software can be useful on endpoints or in simple environments. In many cases, a hybrid approach reduces gaps between the network and devices.
• Do I need a DMZ if I offer web services from the Internet?

  If you publish web services to the Internet, a DMZ helps isolate those servers from the rest of the internal network. This limits the impact in case of failures or intrusions, applying stricter policies and controlled routes.
• How do I define initial ACL rules without blocking critical applications?

  Start with an inventory of flows and dependencies: which services use which ports and destinations. Apply the principle of least privilege, open only what is necessary, and validate through scenarios before moving to more restrictive policies.
• What should I test after installation to ensure that allowed traffic works and unauthorized traffic is blocked?

  Conduct tests by routes and profiles: connectivity between zones, access to published services, attempts of unauthorized access, and log verification. Include rollback tests to confirm that you can return to a stable state if something fails.
• How often should I review rules, update firmware, and audit logs?

  As a best practice, review rules periodically (for example, every six months), update firmware based on criticality, and audit logs continuously or at least monthly. Adjust the frequency if there are frequent changes in services or access.
• What information do you need from my network to start a network firewall installation?

  We typically need your IP addressing/subnets, VLANs, routing paths, critical assets, and the traffic types you must support (including remote access and internet-facing services). We also gather performance expectations and any compliance/logging requirements.
• Can you help design firewall zones and ACLs for a cutover with minimal downtime?

  Yes. We map trust boundaries, propose zone/interface placement, and build a deny-by-default baseline with explicit allow rules. Then we plan a cutover with acceptance tests and a rollback path to reduce downtime risk.
• Do you support on-prem firewall appliances and cloud/VPC network firewalls, including migration and rollback?

  We can support multiple deployment models, including on-prem appliances, virtual firewalls, and cloud/VPC network firewall services. For migration, we define cutover steps, validation checks, and rollback/restore procedures.
• How do you validate a network firewall installation before go-live?

  Validation usually includes configuration review, vulnerability scanning, penetration testing where appropriate, and traffic/route verification. We also confirm logging behaviour and that the rules match the agreed acceptance criteria.
• Can you configure firewall logging to meet compliance needs such as GDPR and PCI DSS?

  We help design logging for security events, denied connections, and administrative actions, aligned to your compliance expectations. We also ensure logs are retained and accessible for audit workflows, with clear documentation.
• Do you offer IT maintenance for companies with remote and on-site support in Fuenlabrada?

  Yes. We coordinate remote support and on-site assistance according to the incident. Additionally, we maintain clear communication and a managed service model to ensure operations do not stop.
• Does your preventive maintenance include measures to reduce breakdowns and risks?

  It includes preventive maintenance with scheduled reviews and actions to detect problems before they affect the business. It is also complemented by corrective maintenance when an incident arises.
• How do you manage backups and data recovery?

  We define a backup strategy focused on recovery from failures or attacks, including restoration and operational verification. The goal is to minimize impact and recover quickly.
• Does the maintenance include cybersecurity such as antivirus and threat protection?

  Yes. We review and manage the security of the environment, including antivirus and perimeter protection, along with best practices to reduce daily risks.
• Do you work with plans based on the number of devices and monthly fees?

  We work with models tailored to the volume of devices and the level of need. Pricing is structured to provide cost predictability and a clear scope of service.
• What does IT Support in Fuenlabrada include for small and medium businesses?

  It typically includes helpdesk support, remote assistance, scheduled on-site visits when needed, and preventive maintenance. A proper provider also performs an initial audit and maintains an up-to-date inventory of your environment.
• How quickly can you respond to critical incidents?

  Response targets are defined through service levels and escalation rules. For example, server issues are handled with tighter timing than other computer incidents, with follow-up until resolution.
• Can you take over support from our current provider and handle the transition?

  Yes. The onboarding process includes an audit, inventory, access/documentation handover, and a structured transition so operations continue smoothly. You can also request a maintenance plan based on your current setup.
• What’s the process to request a quote or start with onboarding?

  You request a non-binding maintenance quote, then the provider reviews relevant systems and defines the best support plan. Onboarding typically starts with audit activities and access configuration before day-to-day support begins.
• What exactly does IT maintenance in Getafe (preventive and corrective) include?

  It includes initial auditing and inventory, preventive maintenance with reviews, and corrective support for incidents. The scope is adapted to the equipment park and the criticality of the business, with centralized support management.
• Do you offer proactive monitoring to detect incidents before they affect the business?

  Yes, the proactive approach aims to anticipate failures through monitoring and maintenance management. This reduces downtime and prioritises actions before the impact becomes greater.
• How long do you take to respond to an incident and how do you manage urgency?

  Response times are defined by the type of problem, prioritising servers and general situations. Additionally, urgency is managed with a diagnostic and escalation flow to resolve issues quickly.
• Does the cybersecurity service include antivirus, firewalls, and best practices?

  Cybersecurity is integrated into maintenance with endpoint and network protection, along with recommendations for best practices. The goal is to reduce exposure and improve the resilience of the environment.
• How do you manage backups and what recovery plan do you apply in case of a crash or data loss?

  Backups are managed with strategy and verification, and a restoration plan is defined to recover services and data. Recovery is focused on continuity and minimizing impact.
• What response time can I expect for IT support in Getafe?

  Response depends on incident severity. For server breakdowns, we aim for less than 4 hours after registering the issue, and less than 8 business hours for other computers.
• Do you offer remote assistance first, or on-site support only?

  We work remote-first to diagnose and resolve quickly. On-site support is used when remote resolution is not enough for the required fix or verification.
• Can you provide preventive maintenance and security monitoring as part of IT support?

  Yes. Our support includes preventative checks and a layered security approach, combining baseline protections with additional controls to reduce risk and improve stability.
• Do you manage backups and data protection for business systems?

  We include backup management within the support scope, focusing on correct configuration and recovery readiness to reduce business losses during incidents.
• How do you handle software issues like viruses, Windows errors, or slow performance?

  We triage the incident, identify the root cause and apply corrective actions. We also review the broader system state to prevent recurrence and unnecessary costs.
• Does maintenance include remote support and on-site assistance in Alcorcón?

  Yes. The hybrid model combines remote support to resolve most incidents and on-site assistance when the case requires it. This reduces downtime and maintains continuity.
• Do you work only with businesses and not with end customers?

  Our main focus is maintenance for businesses and SMEs, with a service oriented towards business continuity. We adapt the scope to the client's actual operations and the criticality of the systems.
• Do you have maintenance 'without limit on interventions' or with conditions?

  We can propose a scheme without limitation on incidents, but with operational conditions such as prioritisation by criticality and volume management. The goal is to avoid friction and ensure a consistent response.
• How long does it usually take to resolve an incident (remote and on-site)?

  It depends on the nature of the problem and its criticality. In general, remote resolution is prioritised when possible, and on-site assistance is scheduled for cases that require physical intervention or deployments.
• Does it include backups, security (anti-ransomware/DLP), and disaster recovery?

  Yes. Maintenance includes backups, anti-ransomware measures, and data protection, including approaches like DLP when applicable. Additionally, disaster recovery is considered to ensure continuity.
• What does IT Support Alcorcon typically include for SMEs?

  Most providers should cover end-user helpdesk support, Microsoft 365/email assistance, device and network troubleshooting, and basic security/continuity tasks. A clear scope and escalation path should be stated upfront.
• Can you provide remote IT support and onsite visits when needed?

  Yes. A good model combines remote support defined in scope for day-to-day issues with controlled onsite interventions for cases that require physical access or server-level work.
• What response times and SLAs should I expect?

  Look for measurable expectations by severity, such as faster handling for server breakdowns and defined business-hour targets for other computer issues. The SLA should also explain escalation triggers.
• Do you support Microsoft 365, email, and user access problems?

  A complete IT support service should include Microsoft 365 and email troubleshooting, account access issues, and common user productivity blockers. Ask how identity and access problems are handled.
• Can IT support help with backups and endpoint security?

  Yes, the service should include backup setup/verification and endpoint security basics such as antivirus and patching approach. The contract should clarify what is monitored and how failures are prevented.
• What does an IT Maintenance plan in Alicante for my company include?

  It includes preventive and corrective maintenance, initial audit, scheduled reviews, remote support, and on-site assistance as needed. Additionally, reports are provided, and advisory services are maintained to improve security and availability.
• Do you offer remote support and in what cases is it used instead of an on-site visit?

  Remote support is used to quickly resolve issues and reduce downtime. An on-site visit is reserved for cases that require physical intervention or when the diagnosis cannot be completed through remote access.
• How do you manage cybersecurity within maintenance?

  Measures such as antivirus protection, updates, secure system configuration, and backup management are implemented. The goal is to reduce exposure to threats and ensure recovery in the event of incidents.
• Do you work with business environments such as ERP, CRM, or POS?

  Yes, managed maintenance is tailored to the software and operations of the business, including support for critical tools. The focus is on maintaining continuity and performance, coordinating incidents with the business environment.
• How quickly do you respond to an incident and how is the service requested?

  Response time depends on the type of equipment and the incident reporting channel, with target times defined in the service conditions. It is requested through the agreed-upon support process and managed with traceability.
• Do you offer IT support in Alicante for businesses and organisations?

  Yes. We support businesses and organisations with day-to-day help, proactive maintenance and security services aligned with the agreed scope.
• Can you provide both on-site visits and remote support when needed?

  Yes. We typically start with remote troubleshooting for speed, and we schedule on-site visits when physical access is required. This hybrid approach helps reduce downtime and keeps continuity.
• What does your monitoring and care plan include (e.g., patching and remote support)?

  Our approach includes proactive maintenance such as patching basics, antivirus configuration, backup management, and ongoing checks after incidents. Remote support is included within the agreed scope and SLAs.
• How quickly can you help with troubleshooting and repairs?

  We work with SLAs designed around operational needs. Most requests are handled with a typical under-8-hour SLA, while business-critical issues affecting the whole organisation are prioritised with faster response.
• Do you offer a free consultation before starting IT support?

  We can start with an initial audit and status check to define scope and priorities. If you want a tailored plan, share your devices/users and critical response needs so we can propose the most suitable model.
• Do you offer IT Maintenance Albacete for companies with remote and on-site support?

  Yes. We combine remote support to resolve most issues and on-site assistance when necessary. The service is managed with a ticketing model and follow-up.
• What equipment and systems does IT maintenance cover?

  It includes user equipment, servers, networks, software, peripherals like network printers, and security components. The scope is defined based on inventory and criticality.
• Does maintenance include prevention and correction of faults?

  Yes. We work with preventive reviews and a corrective approach with diagnosis and subsequent validation. Depending on the environment, prioritization is based on risk to reduce downtime.
• Do you manage backups and restoration in case of failures?

  Yes. Backups are reviewed and verified, and the restoration process is considered in case of software errors or failures. The goal is to recover reliably and minimize impact.
• How do you manage security against viruses, malware, and unauthorized access?

  System protection and security incident management are applied, including analysis and containment against malware. Additionally, permissions and best access practices are reviewed.
• How much does IT Support in Albacete cost for small and medium businesses?

  Pricing is usually based on the number of devices/users and the complexity of your environment. Managed IT packages typically offer predictable monthly costs, while hourly/reactive support is used for specific needs.
• Do you offer 24/7 or business-hours support, and what are your typical response times?

  Support is defined by the SLA agreed in the proposal. Most requests are handled within standard working hours, while urgent server or business-impact incidents receive faster response targets.
• Can you handle Microsoft 365, email, and end-user device issues as part of IT Support?

  Yes. A proper IT Support Albacete scope includes helpdesk troubleshooting for end-user devices and workplace software, plus Microsoft 365 and email-related incidents as part of ongoing support.
• What’s included in onboarding: do you audit our systems and create a support plan?

  Onboarding typically starts with an audit and inventory of relevant systems, including security posture checks. Then a support plan is created so you know what is covered, how tickets are handled, and what improvements are prioritised.
• How do I request help (ticket system, phone, email) and what information should I include?

  You can request help through the agreed channels (commonly a ticket system, plus phone/email for urgent cases). Include user, device, error messages, impact level, and when the issue started to speed up resolution.
• What does a computer maintenance contract for companies include?

  It should include scope (preventive and corrective), frequency of reviews, incident management, and support. It is also advisable to specify exclusions, the communication channel, and how the service is measured.
• Do you provide on-site maintenance in Cáceres and also remote support?

  Yes. We coordinate on-site assistance when physical intervention is required and resolve issues remotely when it is more efficient. The goal is to reduce downtime and minimize interruptions.
• How quickly do you respond to a critical IT incident?

  Response speed depends on the SLA defined in the contract and the criticality of the incident. What is important is that the provider establishes response times and prioritisation criteria based on business impact.
• Do you manage WiFi/LAN networks and equipment such as servers, printers, and computers?

  Typically yes. A comprehensive plan covers LAN/WiFi networks, equipment configuration and maintenance, and support for servers and critical devices. The exact details are specified according to your environment.
• Can you offer customized maintenance based on the number of devices and the company's activity?

  Yes. The scope and frequency are adapted to the volume of assets, criticality, and type of operation. This achieves a more efficient service with controlled costs.
• How do I request an IT support quote in Caceres and what information do you need?

  Share your number of users, main systems (e.g., Microsoft 365), device types, and whether support is remote, on-site, or hybrid. If possible, include your current pain points and any existing SLAs or incident history.
• Do you offer remote support only, or on-site visits as well?

  We typically support both: remote troubleshooting for software, configuration, and user access, plus on-site intervention for hardware, network, and critical infrastructure tasks. The mix depends on your environment and risk profile.
• What response times and escalation steps are included in your IT support plan?

  A proper plan defines priority levels, response expectations, and escalation ownership. We align incident handling with your business impact so critical issues are prioritised and resolved with clear communication.
• Which services are covered under IT Support Caceres?

  Coverage commonly includes device and server maintenance, network support, Microsoft 365 administration, user account management, backup and recovery, and security controls such as patching and endpoint protection. Exact inclusions are confirmed in the proposal.
• Can you provide a short IT audit before starting monthly support?

  Yes. An initial assessment helps identify gaps in security, continuity, and operational processes, then shapes the managed plan. This reduces recurring incidents and improves the accuracy of scope and pricing.
• What does IT maintenance for businesses include?

  It includes preventive maintenance (reviews, system health, and patch management) and corrective maintenance (incident resolution). Additionally, it usually encompasses IT support, asset management, and security measures.
• Do you offer remote support as well as on-site assistance in Ciudad Real?

  Yes. Remote support resolves most incidents to reduce time and travel. On-site assistance is activated when physical intervention is required, such as hardware, networks, or cabling.
• How quickly do you respond to an urgent incident?

  Response is structured by criticality with SLAs. At Impulso Tecnológico, critical server issues are prioritized with response times shorter than standard incidents.
• How do you manage security and backups?

  Cybersecurity controls (protection, monitoring, and audits) are applied along with a backup strategy focused on recovery. The goal is to minimize data loss and accelerate the return to operations.
• How can I determine what type of maintenance my SME needs?

  An initial audit is recommended to establish a baseline: equipment, servers, network, WiFi, and security status. With that information, a plan with scope, priorities, and tailored SLAs is defined.
• What’s included in IT support for small and medium businesses in Ciudad Real?

  Typically it includes a service desk, incident handling, remote assistance, and preventive maintenance such as monitoring, patching, and backup checks. Scope can be tailored to your endpoints, servers, networks, and communications needs.
• How do you handle incident triage and escalation to specialists?

  Incidents are triaged by severity and business impact, then routed to the right team. If a case needs deeper expertise, it is escalated with clear communication until resolution and closure.
• Do you offer an SLA, and what are typical response times by priority?

  A proper IT support agreement defines SLA response times by priority, plus escalation and communication rules. For example, standard issues can target response within eight hours, while critical server problems can target response within four hours.
• Is support available during business hours only, or 24/7?

  Availability depends on the service package and SLA you agree. Many managed IT support models cover business hours with defined targets, while critical coverage can be arranged depending on your operational requirements.
• Will we receive regular reports or a quarterly business review on IT performance?

  Yes, reporting should be part of managed support. You should receive transparent metrics such as ticket response times, resolution rates, and system uptime targets, along with a periodic business review to align IT performance with business priorities.
• How many network ports do I need, and how do you estimate network capacity?

  We start with a diagnosis of actual usage by area and workstation, mapping equipment and current needs. Then we forecast capacity and growth to avoid running out of ports and doing rework.
• Does the installation include certification and final end-to-end network testing?

  Yes. We perform link-by-link tests and provide evidence and documentation so the network is validated and operational from day one. This reduces failures caused by connections that are out of specification.
• What types of cabling do you recommend (fibre, coaxial, twisted pair) and in which scenarios?

  The recommendation depends on distances, interference, performance and how predictable expansion is. We use UTP/FTP twisted pair as a baseline and assess fibre when it’s needed for specific requirements.
• Do you offer maintenance and monitoring after the installation, with ongoing support?

  We offer maintenance and managed services with proactive monitoring to detect degradation before it impacts operations. We also provide support during business hours according to the agreed model.