Frequently asked questions Page 18 of 27

Frequently asked questions — page 18

• What information should I prepare for an initial network assessment?

  An equipment inventory, topology, service criticality, incident history, security and availability requirements, and details of sites/links. This makes it possible to define SLAs and priorities.
• How do you measure whether network management is delivering results?

  Use KPIs such as availability, response time, resolution time, incident rate, and SLA compliance. Compare trends before and after, and validate them with regular reporting.
• What services are included in IT technical support for businesses?

  It typically includes a helpdesk or service desk, incident and request management, remote support, and coordination with specialist teams. In managed services, it also covers monitoring, preventive maintenance, and security routines.
• How do I define response and resolution SLAs for my business?

  Start by classifying incidents by impact and urgency, then set target response and resolution times for each category. Make sure escalation criteria and regular reporting are in place, with indicators to validate performance.
• Can technical support realistically reduce costs and downtime?

  Yes—by reducing re-openings, speeding up triage, and resolving issues through defined processes and monitoring. Consolidating providers and performing preventive maintenance typically reduce interruptions and internal effort.
• How does IT support contribute to cybersecurity and incident response?

  A well-structured service integrates monitoring, event management, and response procedures. It also improves continuity through backup routines and by reducing recovery time after incidents.
• What is the process for starting a support project (onboarding, inventory, and knowledge base)?

  It usually includes onboarding, an environment inventory, defining workflows and SLAs, creating/validating the knowledge base, and testing the escalation process. Then it moves into initial follow-up and adjustments based on metrics.
• What services are usually included in an enterprise network service?

  Typically it includes design/planning, provision where applicable, installation, equipment administration (switches and firewalls), monitoring, maintenance, and day-to-day operational management. It may also include corporate WiFi, segmentation, and integration with VPN/SD-WAN.
• Does the service include 24-hour technical support, and how is availability ensured?

  The service window, response targets and escalation path must be documented in the accepted SLA. Availability is backed by monitoring, operational procedures, and continuity during equipment changes.
• How does the network prioritise traffic for business-critical applications?

  It uses routing mechanisms and QoS/priority policies to ensure that critical applications receive resources first. The design considers criticality, latency, bandwidth, and routes between sites and the cloud.
• Is security based on VPN, firewalls and encryption? Is access restricted?

  Typically, yes: VPN for encrypted tunnels, firewalls to control traffic, and segmentation to limit lateral movement. Access should be policy-based, with user/device controls and application-specific rules.
• Is it possible to evolve from a traditional network to a modern approach without interrupting operations?

  Yes, with gradual modernisation: segmentation, strengthening policies, introducing SD-WAN, and applying Zero Trust principles where appropriate. A migration plan and testing reduce risk and prevent downtime during the transition.
• What activities are included in Network Infrastructure Maintenance (cabling and equipment)?

  It includes physical inspections (cables, connectors, racks and ventilation), verification of ports and links, firmware and configuration management, redundancy testing, and performance validation. It also covers evidence records and reports for traceability.
• How do you set up a preventive maintenance plan to reduce interruptions?

  Start by mapping assets and their criticality, define periodicity for each component (e.g. ports, access points, cabling), and establish tests and validations before failures occur. Integrate monitoring and triggers to adjust frequency according to risk.
• What should be recorded after each intervention to facilitate auditing and future resolution?

  Record what was verified, results (metrics and logs), changes made, probable cause when applicable, and post-intervention validation evidence. Include date, owner, impact, and lessons learned to reduce recurrence.
• How does maintenance help meet security and compliance requirements?

  Maintenance reduces exposure to vulnerabilities by ensuring firmware updates and change control, while also supporting ongoing security practices. Records and reports make audits easier and demonstrate operational diligence.
• When should corrective maintenance be triggered, and how can downtime be minimised?

  Trigger it when there is degradation or a fault that impacts availability, performance, or security. Use severity-based prioritisation, restoration procedures, and root-cause analysis to prevent repeat incidents, while keeping defined communication and escalation paths.
• What’s included in the installation service for business telephone systems?

  It includes requirements gathering, architecture design, extension and feature configuration (IVR, queues, routing), acceptance testing and training. When applicable, it also covers migration and cutover to production with initial support.
• Do you help with migrating an analogue or ISDN telephone system to an IP PBX or to the cloud?

  Yes. The migration is planned based on the current state of the legacy system, numbering, and call flows. The process includes preparation, equivalent configuration in the new solution, and testing to reduce risk during the transition.
• What’s the difference between an on-premises IP PBX, a hosted (virtual) telephone system, and a hybrid system?

  An on-premises IP PBX relies on infrastructure at the site; a hosted (virtual) telephone system is managed in the cloud, reducing local hardware; a hybrid solution combines both to balance control, integration, and continuity in complex environments.
• Is it possible to keep the same numbering and integrate calls with a CRM or Microsoft Teams?

  In many scenarios it’s possible to keep the same numbering and integrate call flows with tools such as a CRM and Microsoft Teams, depending on the carrier and the architecture chosen. Feasibility is confirmed during the technical assessment.
• How does support work after installation?

  After implementation, support may include monitoring, preventive maintenance, and incident resolution with response times defined in an SLA. Updates and follow-up are also carried out to ensure stability.
• How can you reduce operational risk when rolling out a corporate network across multiple stores?

  Start by designing store-level redundancy and governance (Wi‑Fi segmentation and QoS). Then run the rollout with staged validation and a replicable playbook to speed up entry into operation.
• What metrics should I use to measure the success of a corporate network rollout?

  Use indicators such as availability, time to resolve (MTTR), time to act, and the stability of the POS/TPV performance. Complement this with proactive monitoring and incident logs before and after the rollout.
• What security requirements should be considered from the network design phase?

  Integrate protection and compliance policies from the outset, including PCI‑DSS when card data is processed and GDPR for data handling. Also ensure segmentation to reduce attack surfaces.
• How can you ensure the same connectivity quality for remote and hybrid teams?

  Set traffic priorities (QoS) for critical applications and ensure continuity with primary/backup links. For Wi‑Fi, use SSIDs and policies per user and device profile.
• What support is needed after deployment to maintain performance and security?

  Set up real-time monitoring with proactive alerts and SLAs based on criticality. Keep a helpdesk in place and, when required, prepare on-site support for windows with higher commercial impact.
• How much does a telephone system cost?

  Cost varies depending on the type of system (analogue, digital, or IP), the number of extensions, integrations, and the scope of installation and maintenance. To estimate accurately, you need requirements gathering and a proposal that includes an SLA and routine schedule.
• What does a telecom installer and repair technician do?

  In general, they install and configure telecommunications equipment, carry out functional testing, and perform repairs when faults occur. They may also handle preventive maintenance, diagnostics using logs, and post-fix validation.
• Does PABX still exist?

  Yes. PABX is still relevant, especially for businesses that need centralised management of extensions, routes, and features. Today, it may exist in analogue, digital, or IP/VoIP solutions.
• What are telephone systems (telephone exchange systems)?

  Telephone systems are platforms that manage internal and external calls, organise extensions, and apply call routing rules. They can include features such as recording, reporting, queues, and integration with other services.
• Which workloads should be migrated first when moving to cloud services?

  Start with workloads that have the greatest impact and the lowest critical dependencies, such as pilot groups and services with a clear inventory. The goal is to validate processes, security, and coexistence before scaling to entire departments.
• How do I decide between rehosting and replatforming in my scenario?

  Rehosting is usually faster when the goal is to reduce risk and keep the existing architecture. Replatforming makes sense when you need to optimise costs, performance, integration, and governance with less effort than refactoring.
• How much time and effort are usually needed to reduce risk in a migration?

  Timing depends on inventory, dependency complexity, and the coexistence strategy. In general, a phased approach with a pilot and incremental validation reduces rework and limits downtime.
• How can I ensure security and continuity during the migration (downtime and compatibility)?

  Set security controls from day one (for example, MFA and anti-phishing policies) and use coexistence to prevent data loss. Combine proactive monitoring, auditing, and compatibility testing before proceeding.
• What do we assess to estimate cost savings, scalability and performance after the migration?

  We assess current usage, utilisation patterns, licensing, and rightsizing opportunities. For performance and scalability, we consider latency requirements, load spikes, and operational capacity with governance and monitoring.
• What information do I need to start an enterprise cybersecurity assessment?

  You need an environment inventory (cloud, endpoints, email, access paths), an incident history, and continuity objectives. It also helps to have current policies, compliance requirements, and data on backups and restore testing.
• How do you measure the success of a security project (what metrics should I request)?

  Request metrics such as achieved RTO/RPO, endpoint and policy coverage rates, response time, and evidence from restore testing. For incidents, compare before versus after in terms of frequency and operational impact.
• Does a security project include staff training and email protection, or is that optional?

  In enterprise security, awareness and email protection are usually essential, because phishing and social engineering are common vectors. The design should include training and technical controls, tailored to the business risk.
• How does data recovery (backup) work, and how long does it take in an emergency scenario?

  Recovery should be based on backups with defined retention, verification, and periodic restore testing. The timeframe depends on the agreed RTO, the scope, and the environment’s reactivation capacity.
• How do I ensure compliance with GDPR and NIS2 during security implementation?

  Ensure that policies, logs, and access controls support legal requirements, including access management, minimisation, and traceability. Also integrate risk governance, SLAs, and evidence of testing and operations.
• How can I tell if my company really needs to improve its enterprise IT infrastructure?

  Common signs include recurring incidents, persistent slowness, lack of visibility, difficulty scaling, and vulnerabilities with no remediation plan. An assessment with inventory, critical dependencies, and risk evaluation confirms the need and its priority.
• What are the first steps to plan improving the IT infrastructure?

  Start by mapping the current situation (inventory, lifecycle, and risks) and collecting demand by area (criticality and targets). Then define prioritisation criteria and a roadmap with milestones, owners, and an investment model.
• What usually has the biggest impact: hardware refresh, adopting cloud backup, or changes to governance?

  Overall, the biggest difference comes from the combination: governance with SLAs and monitoring reduces downtime, while tested backups and recovery reduce risk. Hardware updates help, but without a method and metrics, the gain tends to be limited.
• How do I choose between Capex, Opex and IT outsourcing to improve costs and scalability?

  Assess how predictable the spend is, internal capacity, the need for scalability, and the level of operational risk. Capex is usually a better fit when you have control and planning; Opex and outsourcing can speed up evolution and reduce dependence on multiple vendors.
• What evidence/indicators should I track to measure the outcome of improving the IT infrastructure?

  Use KPIs such as first response time, mean time to resolution, rate of recurring incidents, availability, restore success in backup tests, and vulnerability trends. Compare before and after to validate ROI and service quality.
• What are the main cybersecurity priorities for companies when defining an action plan?

  Prioritise capabilities that reduce risk in measurable ways: identity and access protection, visibility and detection with efficient triage, and resilience with proven recovery. Then align governance, evidence, and incident response.
• How can I implement Zero Trust and passwordless authentication without disrupting operations?

  Start by inventorying identities and critical flows, define group-based policies, and apply progressive segmentation. For passwordless authentication, migrate in phases and keep controlled fallback mechanisms in place, gradually reducing reliance on vulnerable credentials.
• What does shared responsibility cloud security mean in practice?

  The provider is responsible for securing the underlying infrastructure, while the company must configure IAM, permissions, networks, storage, and API usage practices. In practice, this requires continuous security posture validation and configuration remediation.
• How do I create an incident response plan with automation and testing?

  Define playbooks by incident type, include containment and remediation criteria, and set severity-based escalation. Run tabletop exercises and technical tests to validate response times, communications, and recovery.
• How do SBOM and supply-chain transparency help reduce risk?

  SBOM describes components and dependencies, enabling you to trace the source and the impact of vulnerabilities. With telemetry and tool integration, the company reduces blind spots and improves response capability when a vendor or component fails.
• What’s included in proactive IT maintenance?

  It includes continuous monitoring, preventive routines, patch and security management, early diagnostics, and SLA-backed support. The scope may cover workstations, servers, network, and critical services.
• How many machines and locations do you support?

  The model is defined by scope and criticality: number of assets, sites, services, and continuity requirements. In multi-site environments, operations can be centralised using common standards and consolidated reporting.
• How often are preventive routines carried out, and how do you record the evidence?

  Frequency is agreed based on risk and the type of asset, with scheduled checks and periodic reviews. The evidence is recorded in reports and operational history to ensure transparency.
• How do you handle incidents without waiting for the issue to affect users?

  Triage is carried out based on severity and warning signals. When there are signs of failure, diagnosis and corrective action are prioritised to reduce impact and the time to resolution.
• How does the process work for the budget and service start?

  It starts with aligning scope, inventory and requirements (SLAs, security and continuity). Next comes implementation and initial configuration, followed by operations with monitoring and preventive routines.
• How do you develop an information security plan?

  Start with a risk assessment and compliance requirements, then design technical controls and operational processes. Finally, define SLAs, monitoring, and a continuous improvement cycle to keep the plan up to date.
• What is a data security plan?

  It is the set of measures to protect data in transit, at rest and during access. It includes data classification, access controls, protection against loss, and a proven backup and recovery strategy.
• What would the security plan be?

  It is a structured view of how the organisation prevents, detects and responds to incidents, with defined responsibilities and metrics. It should connect governance, ongoing operations and the evolution of the controls.
• What are the four pillars of information security?

  The most common pillars are confidentiality, integrity, availability and authenticity/accountability. In practice, they translate into controls, processes and monitoring to reduce risk and ensure continuity.
• How much does IT Support Madrid cost and how is the price calculated?

  Cost usually depends on the scope (workstations, servers, networks, cloud), the number of users and the service level (SLAs by severity). In managed proposals, the price is predictable and includes operations, monitoring and reporting.
• Does support resolve performance, configuration and PC maintenance issues?

  Yes. The process includes diagnostics, configuration fixes, maintenance and validation that functionality has been restored. When needed, optimisation and cleaning routines are also applied based on evidence.
• Does IT Support Madrid include remote and on-site assistance?

  Typically, there is remote support for most incidents, with on-site intervention when the case requires hardware, physical access or local dependencies. Coverage may vary depending on the service agreement.
• How is security handled in support, with MFA and permission reviews?

  Security is part of the service: implementing MFA, reviewing permissions and managing access to reduce risk. Policies are also documented and the effectiveness of the measures applied is validated.
• Do you create or update the knowledge base and provide training to users?

  Yes. The knowledge base and user guidance reduce incident recurrence and speed up resolution. Training is tailored to users’ profiles and to the main failure points identified.
• What does Inetum do?

  Inetum provides technology services and consulting, including digital transformation, development, integration and operations management. The details of what it does depend on its portfolio and the type of project.
• What are the largest Spanish companies?

  The biggest companies vary by sector and criteria (revenue, market capitalisation or sector rankings). For IT and consulting, it is also worth comparing their Iberian presence, delivery capability and technical specialisation.
• How many types of network cables are there?

  There are several types, but the most relevant for structured cabling are copper (e.g. UTP/FTP by category) and fibre optic (multimode and single-mode). The exact number varies depending on the classification and the standard used.
• Where is UTP cable most commonly used?

  UTP is widely used for data connections in indoor environments such as offices and buildings, for typical distances of horizontal cabling. It is common in Ethernet networks with categories such as Cat5e, Cat6 and Cat6A.
• Is the cabling certified with a report?

  A good practice is to certify it with measurements and provide a report with relevant technical parameters. This reduces the risk of performance falling below expectations and makes audits and future changes easier.
• What are the 4 types of networks?

  The most common types are LAN (local area network), WAN (wide area network), MAN (metropolitan area network) and WLAN (wireless local area network). In IT networking installation projects, LAN/WLAN is often combined with WAN connections when there is external access.
• How do I set up a local area network step by step?

  Start with the survey and design (points, routes and rack), then choose the cable and/or Wi‑Fi, carry out the cabling and configuration, and finish with link testing and documentation. Following this order helps avoid issues and makes future maintenance easier.
• What are computer networks?

  Computer networks include local area networks (LAN), wireless networks (WLAN), wide area networks (WAN) and metropolitan area networks (MAN). The choice depends on coverage, number of users and performance and security requirements.
• What is a network?

  A network is a group of connected devices used to share resources and communicate, such as internet access, files, applications and services. In an IT networking installation, the network should be designed to operate reliably and be easy to manage.
• What’s included in an IT networking installation?

  In general, it includes a survey, design, installation of cabling and/or Wi‑Fi, equipment configuration, link testing and delivery of documentation. When applicable, it also includes rack organisation and labelling to make future changes easier.
• What services are included in Structured Cabling Services?

  They typically include design, installation, organisation (patch panels, labelling and tidying) and certification with testing. The goal is to deliver an infrastructure that is ready to operate and maintain.
• Do you provide a report and a certificate after the network tests?

  The accepted scope specifies the tests, reports and, where applicable, certificates to be delivered; certification is not assumed without prior confirmation.
• How does certification ensure reliability and performance?

  Tests verify electrical and/or optical parameters according to the category and medium. This helps identify deviations before the network goes live and reduces recurring failures.
• Does structured cabling support future changes and new connections?

  Yes. Because it is modular and well organised, it allows ports and connection points to be reconfigured with less disruption. The infrastructure is set up for expansion and organisational adjustments.
• What technologies do you install and can integrate with fibre optic?

  In general, it is possible to install twisted pair (CAT6, CAT6A, CAT7) and fibre optic (multimode and single-mode), integrating with network electronics. The integration is defined in the project.
• Do you carry out preventive IT maintenance to reduce breakdowns in Lisbon?

  Yes. Preventive maintenance includes verification, update and performance/risk review routines, focused on reducing breakdowns and anticipating failures. The goal is to keep operations stable with fewer interruptions.
• Does maintenance include remote support and on-site visits? In which cases?

  It includes remote support. Each on-site intervention is confirmed according to location, available resource, timing, scope and access.
• What services are included: networks, servers, backups and security?

  Typically, it includes management of endpoints and systems, maintenance of networks and servers, backup and recovery routines, and security measures such as protection against malware and threat management. All with monitoring and reporting.
• How does the diagnosis work, and is there any commitment/payment condition?

  The process starts with a technical diagnosis and an assessment of the current situation, followed by a maintenance plan with priorities. Payment conditions depend on the agreed scope of the service and the interventions required.
• Do you provide intervention reports and monitoring/alerts for faults?

  Yes. Maintenance should include monitoring and alerts for faults and incidents, plus a report on what has been done and recommendations for improvement. This increases transparency and predictability.
• What are the advantages of IT?

  The advantages include process automation, improved productivity, faster access to data and support for decision-making. When managed well, IT also reduces interruptions and strengthens security.
• How important is IT for businesses?

  IT underpins operations, communication, customer service and management. It also enables digital transformation, standardises workflows and helps maintain continuity even during incidents.
• What is the main goal of IT?

  The main goal is to help the organisation achieve its objectives efficiently, reliably and securely. In practice, this means keeping systems available, protected and aligned with the business.
• What services should an IT company offer to genuinely improve productivity and reduce downtime?

  Look for support with SLAs, monitoring, preventive maintenance, incident management and update routines. To round it off, include infrastructure, cloud and automation that reduce rework and bottlenecks.
• How do I ensure support is quick and not bureaucratic (what channels and response times should I require)?

  Demand clearly defined channels (helpdesk, email, portal or phone), prioritisation criteria and response times by severity. Also ask for traceability, reports and periodic performance reviews.
• How can you assess whether a company has maturity in data security and compliance (e.g. LGPD)?

  Check whether there is monitoring, tested backups, a recovery plan and incident response. For compliance, ask for evidence of processes, controls and access management aligned with the applicable requirements.
• What are the best consulting companies in Portugal?

  The best ones tend to combine a clear scope, evidence of results, strong technical capability and sound governance processes. To choose, compare deliverables, SLAs, security and integration with your current stack.
• What is done in consulting?

  It usually starts with a diagnosis, then moves on to a roadmap with priorities and metrics, and finally ends with implementation and follow-up. The goal is to reduce risk and ensure alignment between business and technology.
• Which company is the richest in Portugal?

  Business wealth varies depending on criteria and reports. For your consulting decision, the most relevant factors are proven capability, the proposed scope and how well it fits your situation in Lisbon.
• What is included in an IT Consulting engagement in Lisbon for businesses?

  It includes a technical and process diagnosis, the definition of a roadmap with KPIs, recommendations and support for implementation. Depending on the agreed scope, it may cover security, cloud, networks, data and continuity.
• How is the initial diagnosis carried out and how long does it take?

  The diagnosis involves gathering information about systems, requirements, risks and compliance, through interviews and validation of evidence. The timeline depends on complexity and on the availability of access and documentation.
• How does outsourcing work?

  Outsourcing works when the company transfers the delivery of services to a partner while maintaining governance. Scope, SLAs, responsibilities and metrics are defined to monitor quality, timelines and security.
• What is an outsourcing contract?

  It is the document that formalises the agreement between the customer and the provider. It normally includes scope, service levels (SLAs), timelines, reporting, confidentiality, security, responsibilities and transition conditions.
• What does outsourcing mean?

  Outsourcing means externalising activities or services to an external entity. In an IT context, it involves delivering and managing technology services with agreed performance criteria.
• What is outsourced work?

  Outsourced work is the delivery of tasks or services by an external provider. It may include support, infrastructure, development, security and service management, depending on the contract.