Frequently asked questions Page 19 of 27

Frequently asked questions — page 19

• What is included in outsourced IT support in Lisbon?

  It normally includes a helpdesk for logging requests, priority management, escalation, and remote and on-site support according to your model. Performance is tracked with SLAs and response/resolution metrics.
• How does onboarding work for outsourcing IT services?

  Onboarding usually starts with an assessment and inventory, the definition of SLAs and mapping of critical systems. Then the transition moves into monitoring and operational routines, with validation and stabilisation.
• Does outsourcing cover security and backups? How often?

  In managed services, security includes endpoint protection, threat management and access control, plus policies and monitoring. Backups and recovery are planned with a defined frequency and, ideally, backed by restore testing.
• Do you manage networks and systems as part of the service?

  Yes, typically it includes managing and maintaining systems and networks such as configuration, segmentation, monitoring and preventive maintenance. When needed, it can also provide support for infrastructure and cabling/testing.
• How is service performance measured and how do I request a proposal?

  Performance is measured using metrics such as response time, time to resolution, availability and monitoring evidence. To request a proposal, we assess your context (teams, criticality, infrastructure and objectives) and define the service model.
• In practice for businesses, what is the difference between a PABX and a PBX?

  In practice, both refer to private switching systems for handling internal calls and connecting to external lines. The difference is often in how the system is implemented and in the network context (for example, PABX focused on internal extensions, while PBX is a broader term).
• When does it make sense to choose IP/SIP switches instead of analogue or ISDN?

  It makes sense when you need flexibility, integration with other systems and advanced features (IVR, queues, recording, reporting), as well as enabling multi-site operations and remote work. For legacy environments, a hybrid approach can be ideal to reduce risk.
• How many channels or trunks and extensions do I need for my call volume?

  It depends on the traffic (peak times), the number of extensions and the expected concurrency. Correct sizing prevents blocked calls and excessive waiting times, aligning capacity with real operations.
• Do the switches support call transfers and automated after-hours service?

  Yes. Routing rules can include time-based call forwarding, transfers to specific groups, IVR and automated after-hours handling, ensuring service continuity.
• What interfaces should I consider to integrate existing lines and devices?

  The most common interfaces include FXS/FXO for connecting equipment and lines, BRI/RDIS for legacy systems, and gateways to integrate GSM/IP. The choice depends on what you already have and your migration plan.
• What services are included in IT maintenance for businesses in Lisbon?

  It usually includes preventive maintenance and IT support for systems and endpoints, network and Wi‑Fi management, ongoing security, and backup routines. The exact scope depends on the SLA and the criticality of your environment.
• Do you provide remote and on-site support? In which situations?

  Remote support resolves most incidents quickly (diagnosis, fixes, and monitoring). On-site support is used when physical intervention is needed, on-site validation is required, or structural changes must be made.
• Does maintenance include security (firewall, antivirus, and network control) and backup management?

  Serious maintenance includes cybersecurity as a routine (policies, protection, and access control) and covers a backup strategy with proven recovery. The aim is to reduce risk and ensure continuity.
• How do you carry out the initial assessment and the maintenance plan after signing the contract?

  It starts with an asset/park survey (inventory), an assessment of health and risks, and the definition of priorities. Next, a plan is created with preventive tasks, maintenance windows, and SLA metrics.
• How do you receive and report incidents and on-site interventions?

  Incidents are logged and handled with triage, resolution, and escalation when needed. Reporting may include intervention reports, performance indicators, and continuous improvement actions.
• What does “network security” mean in IT?

  It is the set of practices and controls that protect communication and access within a network, reducing the risk of intrusion, data loss, and disruptions. It includes policies, segmentation, authentication, and monitoring.
• How does network security work?

  It works in layers: protection at the edge (for example, firewalls), control of internal traffic (segmentation), and access security (VPN/NAC and policies). It is complemented by continuous detection and response.
• What are the three types of information security?

  A common way to group them is confidentiality, integrity, and availability. In practice, network security helps achieve these goals by controlling access, preventing unauthorised changes, and ensuring continuity.
• How much does a network security specialist earn?

  It varies depending on experience, country, industry, and responsibilities (for example, operations, architecture, or incident management). The best approach is to check salary ranges by role and the requirements of the local market.
• Does Zero Trust replace VPN and firewalls, or does it complement them?

  It complements them. Zero Trust provides policies and continuous verification, while VPNs and firewalls remain useful for remote access and traffic control. Together, they improve consistency and reduce implicit trust.
• What IT services do you offer for businesses and organisations?

  We include end-user support, preventive maintenance, management of systems and networks, cloud and productivity, as well as integrated cybersecurity. The scope is tailored to your environment and level of criticality.
• Do you include end-user support and ongoing maintenance?

  Yes. We operate with a helpdesk and measurable SLAs, proactive monitoring, and preventive maintenance to reduce incidents and downtime. Coverage and priorities are defined in the contract.
• How do you carry out the initial assessment before implementing solutions?

  We start with an inventory and a criticality assessment, analysing systems, networks, access points, and operational needs. Based on that, we define an action plan and priorities.
• Do your services include cybersecurity and data protection?

  We include controls such as encryption, access control, and policies aligned with the GDPR, plus backup and recovery. Security is treated as part of day-to-day operations, not as an isolated activity.
• How can I request a quote, and what information do you need?

  You can request a quote with a description of your environment (equipment, sites, critical systems, user volume, and needs). We help you structure what’s missing so you can finalise the scope and SLA.
• How long does the initial evaluation and diagnostic phase of the consultancy take?

  In general, the initial assessment is designed to be quick and objective, with information gathering, interviews, and technical discovery. The exact timeline depends on the size of your infrastructure and the level of detail required for the action plan.
• What does the action plan include after the initial assessment?

  The action plan normally includes priorities, a roadmap, an improvement backlog, estimates, and responsibilities. It should also clarify dependencies, risks, and how implementation and results validation will be carried out.
• Does the consultancy include domain/DNS management and the configuration of email security policies?

  It can be included, as long as it’s within scope: domain/DNS management, configuration and validation of policies such as SPF, DKIM, and DMARC, and recommendations to reduce spoofing risk and delivery failures.
• Do you help with the adoption and management of Microsoft 365 (users, permissions, security, and backups)?

  Yes. The consultancy can cover configuration design and best practices, user and permission management, security hardening, and integration with your backup/recovery strategy. The goal is to ensure a secure and predictable operation.
• How does support and service continuity work after implementation (monitoring, adjustments, and incident response)?

  After implementation, follow-up should include monitoring, adjustments, and an incident response model with SLAs. This way, continuous improvement stops depending on “firefighting” and is handled in a structured, method-driven way.
• What maintenance services are included in support for virtual phone systems?

  Typically it includes monitoring, incident management, controlled configuration changes, and verification routines. Depending on the contract, it may also cover firmware updates and post-change validation.
• Do you carry out preventive and corrective maintenance? With what frequency, and what is checked?

  Yes. Preventive maintenance focuses on system health, backups, configuration review, and validations. Corrective maintenance addresses failures with triage, diagnosis, and recovery, supported by evidence and a record of what was changed.
• What is the maximum response time for remote and on-site support?

  The maximum response time depends on the service level defined in the contract and the incident priority. In general, remote support is triggered first to reduce impact, and on-site support is escalated when needed.
• Does maintenance include firmware updates and configuration management (extensions, routes, IVR and queues)?

  It can be included, provided it’s covered within the contract scope. Configuration management must be carried out with risk controls, testing, and post-change validation to avoid service interruptions.
• Is there a NOC and service/ SLA reporting in all contracts?

  The availability of a NOC and reporting depends on the support model you purchase. In contracts with service levels, it’s common to have monitoring, incident tracking, and reports for transparency and continuous improvement.
• What communications services (UC/telephony systems/contact centre) do you support for businesses in Lisbon?

  We support enterprise communications such as UC, business phone systems, and contact centres, integrating them with the network and with IT support routines. The goal is to ensure stability, service quality, and continuity.
• Do you provide remote and on-site support? How do monitoring and follow-up work?

  Yes. With remote support and, when needed, on-site support, we combine continuous monitoring with ticket management and follow-up on the interventions. We provide reports and align priorities based on business impact.
• Do you implement and maintain wired and wireless networks, including segmentation and security?

  We design, install, and maintain wired and wireless networks, including segmentation and technical validation. Security is handled in layers to reduce impact and improve control.
• Do you offer backup and cloud solutions (including migration to Microsoft 365) for businesses?

  Yes. We implement backups and recovery routines, and we support modernisation with cloud services, focusing on Microsoft 365 and integrating identities and licences. The design is done to ensure continuity and reduce risk.
• How is an action plan defined in the consultancy—diagnosis, proposal, and implementation?

  We start with a diagnosis of the current situation (infrastructure, security, communications, and operations), define objectives and priorities, and present a proposal with scope and SLAs. Then we move on to a phased implementation and validation of results.
• What are backup copies?

  Backup copies are copies of your data used to recover information after loss, corruption, or failures. They can be local or remote, depending on the level of resilience and the recovery objective.
• How do I make a backup copy?

  Start by identifying critical data, defining frequency and retention, and choosing the destination (remote, cloud, or server). Next, set up the backup model (full, incremental, differential) and validate it with restore tests.
• How do you restore a backup copy?

  Restoration depends on the backup type and the available restore point. In general, you select the desired moment and carry out the restore, checking data integrity and access.
• How do I back up a PC?

  For a PC, you normally use backup software to create copies of the disks/folders and send them to a remote or external destination. The key is to set the schedule, versioning, and test the restoration process.
• What types of issues do you handle for Panasonic phone systems?

  We deal with communication failures, unstable calls, operating errors, extension issues, and intermittent behaviour. Our diagnosis confirms the root cause before recommending the repair.
• Do you carry out preventive maintenance or only corrective repairs?

  We carry out preventive and corrective maintenance depending on the needs of the environment. The choice depends on the failure history, criticality, and continuity objectives.
• Do you use new, original Panasonic parts? How is replacement carried out?

  Replacement is carried out using compatible parts and, where applicable, original Panasonic parts. The process includes compatibility validation and a record of what was replaced.
• How does diagnosis work—do you test the system before recommending a repair?

  Yes. The process includes triage, functional tests, and validation to confirm the root cause. Only then do we define the next step: repair, adjustment, update, or a replacement recommendation.
• How do I request a quote—what should I provide (model, symptoms, number of extensions)?

  Provide the system model, observed symptoms, when the issue started, the impact on service, and the number of extensions/lines. If there are error codes or a history of incidents, include them as well to speed up diagnosis.
• What is the role of a firewall in a network environment?

  A firewall enforces policies to control inbound and outbound traffic based on rules such as IP address, port, and protocol. It reduces the attack surface and improves visibility through logging and controlled blocks.
• How do you set up a firewall?

  The process starts by gathering requirements and designing zones/segmentation, followed by creating policies and ACLs based on real traffic. It is then validated through testing, and ongoing operations are maintained with logging and regular reviews.
• What types of firewalls are there?

  There are hardware, virtual, and software-based firewalls, as well as stateful inspection approaches and next-generation firewalls (NGFW). There are also solutions such as FortiGate, pfSense, and Cisco, each with different capabilities and deployment models.
• How do I enable the Windows Firewall?

  In general, you can enable it via the Windows Security app, selecting the right network profile and making sure the rules and exceptions are configured for the apps that need them. For exceptions, it’s important to verify the impact on the public profile.
• How can you define firewall rules (ACLs) to reduce risk without blocking essential applications?

  Use the principle “allow what’s necessary, deny the rest at the end”, creating exception-based rules and logging blocks. Validate each rule with controlled testing to confirm that essential traffic works and everything else is blocked.
• How much does IT maintenance cost per month, and what does the price depend on?

  The price varies depending on the assessment, the number of devices, how critical the systems are, the need for on-site visits, and the SLA level. It also depends on the scope (preventive, corrective, helpdesk, monitoring, and security).
• Is the quote prepared after the assessment? Is there a cost for the assessment?

  In many cases, the quote is defined after gathering information and an initial assessment to estimate effort and risks. If the assessment has a cost, it should be clearly stated in the proposal before work starts.
• What’s included in an IT maintenance contract?

  It usually includes remote support, preventive maintenance, incident management, and metric-based reporting. Items such as on-site visits, hardware replacement, and additional projects may be included or billed separately depending on the scope.
• Is there a service guarantee, and how is it triggered?

  There should be a guarantee for the services provided and an escalation process when the issue isn’t resolved within the SLA. Activation is usually done via helpdesk, with the ticket logged and monitored by severity.
• How can I request a no-obligation quote, and what information do I need to send?

  Send the number of PCs/servers, location, type of environment (on-premise and cloud), the main recurring issues, and the criticality of the systems. If possible, include a basic inventory and your preferred support hours to speed up the proposal.
• What should a good IT maintenance service for businesses include?

  It should include remote and/or on-site support, preventive maintenance, incident management with escalation, monitoring, and reporting. The proposal should also cover backup and recovery, as well as security (protection and prevention) as part of the scope.
• Is daily backup enough, or should I require restore tests and recovery in emergency scenarios?

  Daily backup doesn’t guarantee recovery. Ask for restore testing, integrity verification, and a recovery plan for emergency scenarios, with targets such as RTO and RPO defined according to criticality.
• Does remote support resolve most issues, or do I need on-site support?

  Remote support resolves many incidents, but not all of them (for example: hardware, physical replacements, or on-site interventions). Confirm coverage by severity, availability windows, and the conditions for when on-site support is triggered.
• How do you compare preventive maintenance vs reactive maintenance?

  Preventive maintenance includes scheduled activities (updates, backup reviews, security checks, and overall system health monitoring) to reduce future failures. Reactive maintenance focuses only on fixing issues after an incident—compare metrics and the frequency of those actions.
• What should you ask to confirm that security (firewall, protection, and prevention) is truly part of the service?

  Ask for the exact scope: which solutions are used, how they are managed, what policies exist, and how prevention and incident response are carried out. Request evidence of monitoring, vulnerability management, and escalation procedures.
• What’s included in Windows Server maintenance (preventive and corrective)?

  It includes diagnostic routines, preventive maintenance, and corrective actions with evidence and records. It normally covers service management, monitoring, fixing faults, and tracking changes in the environment.
• Do you manage AD DS and GPO in Windows Server environments?

  Yes. The management focuses on change control, security policies, auditing, and alignment with business requirements. The goal is to reduce risk and keep consistency across users, permissions, and resources.
• How are critical updates and security patches applied?

  The process should include planning, maintenance windows, post-implementation validation, and criteria to minimise impact. Ideally, there is risk communication and the option to roll back when applicable.
• Do you manage backups and also restore testing to ensure continuity?

  Management should go beyond “having backups”: it includes automation, integrity verification, and documented restore tests. This way, recovery is validated before an emergency occurs.
• Does the support include proactive monitoring and guaranteed response times?

  It should include real-time monitoring, triage, and incident-driven response, with defined service levels (SLAs). This makes it possible to act before a fault affects users and operations.
• What is cybersecurity?

  Cybersecurity is the set of practices, processes and technologies used to protect systems, networks and data from threats. It includes prevention, detection, response and recovery to reduce impact and maintain business continuity.
• How can my company implement a Network Threat Management programme focused on the network?

  Start with an inventory and validation of the attack surface, define a risk matrix, and establish a cycle of identify, assess and respond. Then integrate monitoring (NDR/SIEM) with containment playbooks and continuous improvement.
• What are the most important tools for detecting and responding to network threats (for example, NDR, SIEM and XDR)?

  NDR helps you see network behaviours, SIEM centralises correlation and history, and XDR expands coverage across endpoints and other signals. For response, SOAR and MDR accelerate actions and sustain operations with runbooks and SLAs.
• What is the difference between threat management and risk management for network security?

  Threat management focuses on identifying, prioritising and responding to tactics and indicators that could exploit the network. Risk management measures impact and likelihood to prioritise controls and investments based on business risk.
• How do you define incident response plans and ensure continuous operations (24/7)?

  Define playbooks by incident type, escalation criteria and verification routines. Ensure continuous operations with monitoring, triage, containment and post-incident review, while maintaining metrics and continuous improvement.
• How do threat intelligence and the use of AI/ML help reduce detection and response time?

  Threat intelligence improves signal quality and prioritisation, while AI/ML can reduce false positives and speed up correlation. The real benefit comes from integrating this with automation and playbook-driven response.
• Do you carry out diagnosis and planning before installing networks in Madrid?

  Yes. We start with a review of users, devices, area-by-area needs and expected growth, so we can design the network before implementing it. The goal is to reduce rework and ensure the scope covers what the operations team truly needs.
• Does the scope include server deployment, equipment configuration and security rules?

  It can be included, depending on the project design. Typically, we cover configuration of the equipment, policies and integrations, as well as security rules such as segmentation, access control and data protection.
• Does the network support remote access to work outside the company?

  Yes, as long as it’s designed with proper governance. We define access rules, authentication and policies to maintain security without blocking productivity, including visibility and monitoring of remote traffic.
• How do you ensure security (passwords, firewall, antivirus, encryption, backups and access control)?

  We treat security as part of the project: access policies, firewalls and segmentation, endpoint protection, encryption where applicable, backups and access control. We also align monitoring to respond quickly to events.
• What is the recommended order of equipment in a communications rack to make maintenance and security easier?

  A common approach is to organise by layers: entry/interconnection, security (firewalls), switching/distribution (switches), patching (patch panels), and finally services and monitoring. This logic reduces rework and improves traceability during interventions.
• How do I choose cable management solutions to ensure identification and quick access to patch panels?

  Prioritise consistent identification (labelling and coding), horizontal and vertical cable guides, and channels that keep cables separated by function. That way, access to the patch panel is fast and changes become more predictable.
• What should I pay attention to regarding ventilation and airflow when mounting a rack in a data centre?

  Ensure control of the airflow (avoid recirculation), plan the layout so you don’t block inlets/outlets, and keep an arrangement that doesn’t create thermal “hot pockets”. The aim is thermal stability to reduce the risk of failures.
• What should I document after installation to make troubleshooting and future changes easier?

  Record the cabling topology (source/destination), the port mapping on patch panels and labels, as well as any relevant logical diagrams and configuration notes. This documentation speeds up troubleshooting and reduces errors during changes.
• What type of rack/cabinet is best when I need physical security and continuous operation?

  When security requirements exist, choose cabinets with doors/locks and internal organisation that makes maintenance easier without exposing components. For continuous operation, the priority should be accessibility, thermal management and standardised cabling.
• What are the 5 largest Portuguese companies?

  The list varies depending on the source (revenue, market capitalisation or industry rankings). For IT, the most useful approach is to compare based on criteria such as national delivery capability, portfolio and evidence of delivery in managed services.
• How much does a company charge per hour?

  Hourly cost depends on the type of service (consulting, implementation, support), the level of specialisation and the SLA model. In national-scope projects, many organisations prefer monthly packages with metrics to reduce uncertainty.
• Which are the best consulting companies in Portugal?

  The “best” are those that demonstrate results and align their delivery model with their context. Evaluate national coverage, governance, security, integration, and their ability to maintain consistent SLAs across regions.
• What is the largest truck company in Portugal?

  This kind of question is more relevant to the logistics sector than to IT consulting. For IT, focus on rankings and evidence from the technology sector and, above all, on national delivery capability and support.
• How can I confirm that an IT services company really covers the entire national territory?

  Ask for a description of the coverage model: escalation paths, response times, how on-site intervention is handled, and how technical coordination is centralized. Also request SLA examples and how incidents are managed across different regions.
• What services are usually included in an IT consulting project (besides development)?

  It normally includes diagnosis, architecture design, implementation, integration, migrations, testing, documentation, training, and assisted operations. In managed services, it also includes monitoring, incident management, and preventive maintenance.
• How long does an on-site IT support call take in Lisbon?

  It depends on how severe the issue is and the type of failure (hardware, software, or network). In general, triage and initial diagnostics help estimate timelines and confirm the intervention plan.
• Is the diagnosis free? Under what conditions?

  Some services offer free diagnosis depending on resolving the fault. The most important thing is to confirm the conditions before the intervention and obtain budget validation.
• Is it possible to recover data from hard drives, USB flash drives and memory cards?

  Often it is possible, but it depends on the physical condition and the type of failure. The sooner you stop using the device and start diagnostics, the higher the chances.
• Do you remove viruses and spyware and install antivirus?

  Yes. The process includes removal/clean-up, checking for persistence, and configuring protection. It’s also recommended to adjust your habits and security policies.
• Do you also serve businesses, and what services are most requested?

  Yes. For businesses, the most common needs are support and maintenance, networks and Wi‑Fi, cybersecurity, backup management, and remote support—focused on continuity and risk reduction.
• What does “accessible IT” mean?

  Accessible IT is the practice of ensuring that hardware, software, and digital services can be used by people with different abilities. In IT support, this means configurations, fixes, and validations that remove barriers to access.
• What are the three types of IT support?

  In the context of support, it is usually grouped by areas such as infrastructure/networks, applications/services, and user/workstation. Accessible IT Support integrates accessibility into each area, so the issue doesn’t get “stuck between providers”.
• What is the role of the helpdesk?

  The helpdesk receives requests, categorizes incidents, guides users, and coordinates resolution. When the goal is accessibility, it should also ensure that fixes improve system operability and users’ understanding of interfaces and workflows.
• What does an IT technician do for the Internet?

  An Internet IT technician ensures connectivity, network configuration, services, and resolution of problems related to accessing online resources. In accessible support, they also check whether the browsing and usage experience creates barriers.
• How do I back up a mobile phone?

  In general, you can use the manufacturer/system’s automatic cloud backup or a managed backup solution. The key is to ensure encryption, retention, and that restoration works for your device model and the apps you use.