Frequently asked questions Page 21 of 27

Frequently asked questions — page 21

• Is your service available in-person in Rivas Vaciamadrid, or also remote?

  It can be remote, in-person, or hybrid, depending on complexity and how much it affects your day-to-day work. The option is chosen to maximise speed and minimise disruption.
• Do you offer maintenance for businesses and offices?

  Yes. Maintenance can be proactive, with monitoring and incident management to help reduce faults and keep operations stable. It can also include network support, security, and data routines.
• What do you do in case of data loss—backup and recovery?

  The approach should start by checking the existing backup strategy and, when necessary, performing restoration with validation. The ideal service includes testing and continuous improvement to prevent further loss.
• How long does the diagnosis and repair of my computer take in Collado Villalba?

  The turnaround time depends on the type of fault and the availability of parts. In general, the diagnosis is carried out in stages to confirm the cause and avoid guesswork. After validation, we provide a quote and an estimated timeframe.
• Do you provide remote support for businesses, and also in-person when needed?

  Yes. Remote support resolves most software, access, network, and performance incidents. When physical intervention is required, we arrange on-site support with escalation and priority according to the SLA.
• Do you repair motherboard issues and components (microsoldering), or do you only replace parts?

  When applicable, there may be component-level repair after a technical diagnosis. In many cases, the most efficient solution is to replace parts. The procedure is always explained with alternatives and viability criteria.
• Do you perform data recovery on failing disks/storage drives?

  Recovery is assessed based on the condition of the storage and the risk of worsening the failure. The goal is to maximise data integrity and, when necessary, apply protection and verification measures after recovery.
• How do I request a quote: via WhatsApp, a form, or a visit to the workshop?

  You can request a quote through the available channels for initial triage. It normally starts with information about the issue, and if needed, we collect data for diagnosis. After that, we send a proposal including scope, alternatives, and turnaround time.
• How long do the diagnosis and the quotation take for Asistencia Informática Aranjuez?

  It depends on the complexity of the issue, but the process is designed to quickly identify the root cause and agree an action plan. After the triage, we carry out the diagnosis and provide a quotation based on what we’ve found.
• Do you provide remote support and, if needed, pickup and delivery of the equipment?

  Yes. We often start with remote support to resolve software incidents and configuration issues. When a physical component or a need for on-site intervention exists, we define the most appropriate next step.
• Does the service include data recovery and security measures during the process?

  Yes. It includes risk assessment and security measures to reduce the risk during the intervention. In recovery scenarios, the goal is to maximise the likelihood of restoration and verify protection before putting the system back into production.
• Do you offer ongoing maintenance for businesses (ad-hoc support, packages or a retainer)?

  Yes. For businesses, we work with options such as ad-hoc interventions, packages and a retainer, focusing on prevention, monitoring and impact-driven response. The goal is to reduce surprises and keep operations stable.
• Can I request support for networks, servers and systems (Windows/Linux) in the Aranjuez area?

  Yes. Our support covers networks, servers and systems, with remote and on-site assistance when needed. The approach is adapted to your IT environment and the business criticality level.
• How long does the diagnosis take for a faulty computer in San Fernando de Henares?

  It depends on how severe the issue is and the type of failure, but we start with triage and quick validation of the problem. After the diagnosis, we share a proposal and delivery timelines based on what we’ve identified.
• Do you offer IT assistance at home or on-site support in the area?

  Yes—we combine remote and on-site support depending on the case. For incidents that require physical intervention, we arrange the visit and carry out the work, tracking the status of the request.
• If it’s a virus or the system is slow, do you offer cleaning, optimisation and reinstallation when needed?

  Yes. We offer malware removal and cleaning, performance optimisation and, when recovery isn’t feasible, we recommend reinstallation and secure configuration. The goal is to reduce repeat issues with preventive measures.
• Do you handle data recovery from drives/cards, with the possibility of lab-based intervention?

  We handle data recovery depending on the scenario and the condition of the storage media. When the case requires a more critical approach, we define the right technical path and the conditions needed to maximise recovery.
• What WiFi and wired network services are available for businesses and schools in San Fernando de Henares?

  We assess WiFi and wired-network coverage, performance and security. Installation or maintenance is scheduled only after location, resource, timing, scope and access are confirmed for the request.
• What services are included in tailored IT maintenance?

  It includes preventive maintenance (updates, optimisation and checklists), corrective maintenance (diagnosis, repair and validation) and incident management with tickets and reports. The scope is tailored to your IT environment and criticality.
• Do you handle issues via remote access, or is an in-person visit always required in Arganda del Rey?

  It depends on the type of incident and its impact. Many cases are resolved via remote support, while hardware faults, local configuration issues or specific needs may require an on-site visit.
• How does the initial diagnosis and first response work?

  It starts with triage and information gathering (symptoms, history and impact). Next, we carry out the diagnosis with prioritisation based on criticality, implement the fix and validate it—then report what we found and what we resolved.
• Do you offer monthly plans, and what is the practical difference between them?

  Plans differ in coverage, follow-up level, response and support options. The practical difference lies in the degree of proactivity, the SLA, and the type of reporting and ongoing management.
• How do you manage software and hardware updates without interrupting the company’s work?

  We schedule intervention windows, test before applying critical changes and prioritise updates with lower risk. For hardware, we assess compatibility and operational impact, ensuring validation after the intervention.
• How long does the diagnosis take in an IT service in Pinto?

  The diagnosis follows a triage process and evidence gathering to speed up identification of the root cause. In services with an SLA, the first response time is defined and remote resolution is prioritised whenever possible.
• Do you provide remote and on-site support for PC and network issues?

  Yes. Remote support resolves most incidents through remote diagnosis and fixes. On-site intervention is activated when a physical inspection is needed or when there are hardware faults.
• Does the service include installation and configuration of hardware and software?

  Yes. It includes installation and configuration with functional validation, so you can be sure the system is up and running reliably. We also handle permissions, integrations and post-install corrections when needed.
• Do you fix Wi‑Fi, VPN and wired network issues?

  Yes. Our service covers connectivity, Wi‑Fi fault diagnostics, stabilising wired networks and VPN setup/validation for secure access.
• Do you provide emergency support and availability outside normal business hours?

  Emergency availability depends on the service agreement and the level of criticality. In contracts with extended coverage, we handle incidents using processes and SLAs aligned with the business impact.
• What services are included in recurring IT maintenance in Tres Cantos?

  It usually includes preventive maintenance, technical support, incident management, and verification routines such as updates and system health checks. In many plans, it also includes backups and security monitoring.
• In IT Maintenance in Tres Cantos, is support remote, on-site, or both?

  It can be remote, on-site, or hybrid, depending on the type of incident and its criticality. Ideally, the provider should set clear criteria for when they need to travel and when they can resolve it remotely.
• How does incident handling work, and how do you ensure traceability of what was done?

  A good process uses tickets to log requests, the actions carried out, and the results. This keeps an audit trail, supporting evidence, and organised communication between the technical team and the client.
• Do you carry out preventive maintenance, or do you only repair when something fails?

  Managed maintenance should include preventive routines to reduce failures and maintain performance. Corrective repair is complementary and is triggered when incidents occur.
• Does the maintenance include security, backups, and data recovery?

  In a complete service, yes: it includes security best practices, backup management, and recovery procedures. The aim is to reduce risk and ensure business continuity.
• How long does the diagnosis of an IT problem take in San Martín de la Vega?

  It depends on the type of fault and access to the data/symptoms. In general, a triage and initial diagnosis are carried out to identify the root cause and priority quickly, with status updates provided to the client.
• Do you remove viruses and clean systems to improve performance?

  Yes. The approach includes checking for infections, cleaning and any necessary fixes, as well as optimisation to reduce sluggishness without compromising system stability.
• Is it possible to recover data when the computer won’t boot?

  In many cases, yes—depending on the condition of the hard drive/SSD and the type of damage. Recovery is assessed during diagnosis to define the best procedure and minimise risks.
• Do you offer remote support to resolve issues without on-site visits?

  When the problem is suitable for remote support, it’s an option to reduce downtime. For physical faults or specific interventions, on-site assistance may be required.
• How does the quote work: is it free and does the price depend on complexity?

  The quote is defined after diagnosis and depends on complexity, the type of intervention, and the impact on the system. The aim is to provide clear options so you can make a confident decision.
• What’s the difference between a full IT audit and reviews focused on high-risk areas?

  A full audit covers multiple areas in depth, with broad supporting evidence. By contrast, focused reviews prioritise critical controls (based on risk) and collect specific evidence, reducing time and effort.
• Does the IT Audit Checklist work for small businesses as well as for corporate environments?

  Yes. The checklist can be scaled: for small businesses, you apply a risk-based cut-down while keeping the minimum required evidence. For corporate environments, you expand coverage, segregation of duties, and traceability.
• What should I gather as evidence before the fieldwork?

  Separate asset and licence inventories, policies and procedures, configuration exports, relevant logs, and backup records. This speeds up validation and reduces rework during the audit.
• How do you validate that backups actually work during an audit?

  In addition to checking that they exist and are scheduled, run restore tests (partial and/or full) and record the results. Validate integrity, recovery time, and adherence to RTO/RPO where applicable.
• Which checklist items help most with compliance with data protection regulations?

  The most relevant items are usually access management, traceability (logs), protection of data in transit and at rest, backups with proven recoverability, and software/licence governance. Adjust the scope to your regulatory objective.
• What maintenance options are available, and what changes between a contract and one-off support?

  Under a contract, coverage, preventive routines, response times, and incident management are usually defined. With one-off support, you pay per intervention, with less predictability and a higher risk of extended downtime.
• Does maintenance include remote support, on-site support, and firmware updates?

  A complete service should include remote support and, when necessary, on-site intervention. Firmware updates should include validation and change control to prevent interruptions.
• How do response time and coverage work for emergencies?

  Response time should be defined by criticality and time window (business hours or 7×24). In emergencies, the escalation and communication process should be clear to reduce downtime.
• Is there NOC/monitoring, along with service reporting and SLA reporting?

  Monitoring (NOC) helps detect degradation before it impacts the end user. Reports and metrics make it possible to check SLA compliance and improve continuously.
• Does maintenance include backup routines and protection to prevent downtime?

  There should be a backup and recovery strategy aligned with your data centre and the adjacent infrastructure. The aim is to enable fast restoration and reduce the likelihood of failures with prolonged impact.
• How much does a consultant earn in Portugal?

  Figures vary depending on seniority, specialism and contract type (permanent, project-based consulting, or day rate). In general, consultants focused on architecture, security and IT management tend to command higher ranges.
• What does consulting involve?

  Consulting starts by diagnosing the situation, setting goals and designing an action plan with priorities and criteria. It also supports implementation and measures results with KPIs, ensuring alignment between IT and the business.
• What types of consulting are there?

  There is strategic consulting (governance and roadmap), process and digital transformation consulting, security and business continuity consulting, and systems architecture and integration consulting. Many companies combine consulting with managed services.
• How do I start a consulting business in Portugal?

  The process involves defining the business model, preparing company documentation, meeting tax obligations and choosing the appropriate legal structure. It’s also important to define the service portfolio, methodology and compliance requirements based on the type of offering.
• What types of phone systems have you repaired (physical models and virtual PBX scenarios)?

  Repairs can cover physical systems (PBX) as well as virtual/VoIP phone system scenarios, depending on the diagnosis and the customer’s environment. Scope is defined after technical triage and evidence collection.
• How does the initial diagnosis work, and how long does it take to present a solution?

  The diagnosis starts with triage based on priority and impact, followed by a layered analysis (modules/boards, firmware and configurations). The time to a solution depends on the availability of evidence and the type of fault, but the process is driven by SLAs.
• Does the repair include tests and validation of operation after the fix?

  Yes. The repair should include functional tests and validation: routing, IVR, queues and voice quality verification. The goal is to ensure the service returns under agreed acceptance criteria.
• Do you offer a maintenance contract with SLA and remote/“on-site” support in emergencies?

  Service models with measurable SLAs and remote and/or on-site support can be defined depending on the level of criticality. In emergencies, escalation and availability are built into the service design.
• Do you handle decommissioned phone systems, and can you guarantee service continuity?

  For decommissioned equipment, continuity can be supported through repair and stabilisation strategies, plus modernisation planning when applicable. Feasibility is confirmed during the initial diagnosis.
• How much does IT Maintenance cost in Colmenar Viejo, and what changes between options?

  The cost depends on the number of devices, criticality and the coverage level (remote, on-site, monitoring and backups). When you request a quote, we assess your situation and define a plan with priorities and an SLA.
• Is support remote and on-site? In which cases is it faster?

  Most incidents are resolved remotely after triage and diagnosis. On-site intervention is recommended when the issue requires work on hardware, the local network or specific components.
• Does maintenance include backups and data recovery?

  It includes backup routines with verification and recovery testing, to ensure the data can be restored according to business objectives. We also document what was done to reduce repeat occurrences.
• Do you handle issues with PCs, servers and NAS?

  Yes. We cover PCs and workstations, as well as environments with servers and NAS, including monitoring, backup management, recovery and—when needed—configurations such as VPN.
• How do I request a quote and start the service?

  The process starts with the request and information gathering, followed by triage and diagnosis. Next, we define the coverage plan, kick off execution and put in place monthly routines with reporting and ticket-based traceability.
• How long does it take to install a phone system at my office?

  The timeline depends on the solution type (analogue/RDIS, IP/SIP or virtual/Cloud phone system), the number of users and the network condition. In general, the project includes diagnosis, infrastructure preparation, configuration and acceptance testing before delivery.
• Do you install IP/SIP phone systems as well as Cloud solutions? What’s the difference in implementation?

  For IP/SIP phone systems there’s more work integrating with the local network, endpoints and on-site parameter settings. For virtual/Cloud phone systems, the focus is on connectivity design, network quality and integrations, with less reliance on on-site hardware.
• Is it possible to keep the number and integrate with CRM, Teams or other tools?

  In most scenarios it’s possible to keep the existing number and configure call forwarding and integrations. Feasibility depends on the carrier, the technology type and the integration design (for example, IVR, queues and call-forwarding rules).
• If I have a decommissioned Siemens phone system, can you migrate without stopping the service?

  Yes, the migration can be phased to reduce risk and minimise downtime. The process includes planning, step-by-step validation, testing and a transition plan with acceptance criteria and rollback management.
• What features can I have immediately after installation (IVR, call forwarding, recordings and voicemail)?

  After configuration and testing, it’s common to provide IVR, call groups, queues, voicemail and call recording (when supported by the solution and system design). Delivery is validated with functional tests and defined forwarding rules.
• Do you offer preventive and corrective computer maintenance, or do you only repair once failures happen?

  We provide both preventive and corrective maintenance, with diagnosis when symptoms appear and routines to reduce the likelihood of failures. The plan is tailored to your fleet and level of criticality.
• Is the diagnosis free, and under what conditions do I only pay if you fix the fault?

  The service may include terms for diagnosis and validating the issue before moving on to any fixes. The exact rule depends on the scope and the type of fault, and it is confirmed in the quotation.
• Do you provide remote and/or on-site support? How does the support process work?

  Support can be provided remotely or on site, depending on the nature of the issue and the need for physical testing. In both cases, we follow a workflow of triage, diagnosis, execution and validation.
• Do you remove viruses and malware, and how do you handle contaminations caused by the user?

  Yes. In addition to removal, we assess contamination vectors and apply measures to reduce recurrence. When needed, we reinforce security policies and practices.
• Is it possible to recover data from damaged, corrupted or inaccessible drives? What are the next steps?

  In many cases it is possible, but it depends on the condition of the drive and the type of corruption. After diagnosis, we define the recovery strategy and the next steps to maximise the success rate.
• What information do I need to provide to get a quote for configuring my phone system in Lisbon?

  Please specify the number of users/lines, the type of system (legacy or VoIP), existing endpoints, call handling flows, and any desired integrations (e.g. CRM). Also include objectives such as call recording, queues and time schedules, so we can provide an estimate with clear scope and validation.
• Do you configure legacy (analogue line) and/or VoIP systems?

  Yes. The configuration can cover both legacy and/or VoIP systems, as long as compatibility with the network and the access services is defined. The initial diagnosis helps us choose the approach and plan the migration with lower risk.
• Does the configuration include extensions, call forwarding, voicemail and call recording?

  It normally includes extension parameter settings, call forwarding rules, voicemail and call recording according to the agreed policies. Validation is carried out using real scenarios to confirm that the behaviour matches what your business needs.
• Can the phone system be integrated with a CRM and support tools (e.g. call records and caller ID)?

  Yes, it is possible depending on the architecture and the type of system/CTI. The project defines what data will be captured (e.g. caller ID and call records) and how it will be consumed by the CRM or support tools.
• Do you run tests and validation after configuration, and do you offer ongoing support?

  Yes. After parameter setting, we run tests and validate using a checklist (voice quality, call flows, recordings and forwarding). Then ongoing support ensures change management and incident response.
• What IT services does a typical SME usually need to digitise without increasing complexity?

  In general, an SME needs a service desk, monitoring, maintenance (preventive and proactive), infrastructure management and a security layer with backup and recovery. Ideally, you start with what reduces immediate risk, then scale towards cloud and optimisations.
• How do you differentiate corrective, preventive and proactive maintenance in practice?

  Corrective maintenance happens after a fault; preventive maintenance reduces the likelihood through scheduled routines; proactive maintenance uses monitoring and analysis to anticipate performance degradation before it affects operations. In proposals, ask for examples and SLAs by criticality.
• What KPIs should I demand to measure the impact of IT services (time, cost, risk)?

  The most useful include response and resolution time, incident rate and trend, availability (uptime), SLA compliance, avoided downtime, and results from restoration tests. KPIs should be tracked in dashboards and reviewed in periodic reports.
• Is it better to outsource all IT management, or start with a service desk and monitoring?

  Many companies start with a service desk and monitoring to stabilise and gain visibility, and then expand into administration, the cloud and cybersecurity. The choice depends on internal maturity and operational risk, but a hybrid model usually reduces transition effort and complexity.
• How should I structure an initial 30/60/90-day plan for implementation and consolidation?

  In the first days, assess the environment and define scope, SLAs/OLAs and priorities. Next, implement fixes and critical routines (monitoring, backup, security and processes). At the end of the period, consolidate using KPI reporting, continuous improvement and standardisation across sites.
• What are the differences between a Local IP PBX, Cloud and Hybrid phone system for businesses in Lisbon?

  Local is managed in your own environment, giving you more control and operational responsibility. Cloud is managed by the provider, offering faster deployment and greater flexibility. Hybrid combines both to balance control, continuity and scalability.
• Can I keep the same internal number/extension and take calls on my mobile while travelling?

  In many scenarios, it is possible to keep the extension numbering logic and configure call forwarding/remote answering for mobile and when you are away from the office. The design depends on your numbering plan, call routing rules and any integrations.
• What are the essential features to improve call handling (IVR, queues, call groups)?

  IVR and queues help route calls and reduce missed calls. Groups and schedule-based rules ensure each team receives the right type of call. Conferencing and voicemail complete the set-up.
• Can the phone system integrate with Microsoft Teams so calls can be received in Teams?

  Yes, it is common to integrate in order to receive and manage calls in Teams, while keeping context and call routing rules. Feasibility depends on the selected model and on the client’s licensing and configuration ecosystem.
• How does call recording and reporting work for managing teams?

  Recording can be applied based on rules (e.g. by queue, agent or call type), and the reports make it possible to analyse volume, timings and performance. The setup must take privacy and compliance requirements into account.
• Do you supply and configure IP phones and DECT systems, or is it only the phone system?

  Normally, we can include equipment (IP phones, DECT systems and accessories) and the configuration needed to make everything work together. The final proposal depends on our review of your current setup.
• How is a migration from an analogue/ISDN exchange to an IP PBX carried out?

  The process involves an audit, cutover planning, internal testing and a phased migration when needed. The aim is to reduce the risk of downtime and to verify that call-handling and numbering rules still work correctly.
• What services are included in IT Support in Barcelona?

  It normally includes a helpdesk with ticket management, monitoring, preventive maintenance, updates, and backup and recovery routines. In many cases, it also covers an inventory of assets and documentation of the technology estate.
• Is support delivered remotely, on-site, or as a mix in Barcelona?

  It is generally mixed: remote support resolves most incidents through remote access and diagnosis. On-site travel is used for physical interventions, specific urgent cases, or when remote access does not resolve the issue.
• How do SLAs and response times work?

  SLAs should be defined by criticality and channel, including response times, escalation paths and resolution timelines. The provider should explain how they measure and report service performance.
• Does the provider inventory and document IT assets?

  A complete IT support service includes an inventory (workstations, servers, licences and components) and documentation for governance and continuity. This makes audits, troubleshooting and improvement planning easier.
• How is cybersecurity built into IT support?

  Cybersecurity is integrated as an operational layer: patching, endpoint protection, threat management and data-protection routines. The aim is to reduce risk without turning support into a complex project.
• Is there an initial assessment before signing up?

  In many cases, a technical assessment is recommended to validate the state of the environment, define priorities and refine the scope of the support service. This helps set realistic SLAs and an improvement plan.
• How long does urgent IT assistance take in Valencia?

  It depends on the priority level (critical, high or normal) and the type of fault. In general, we start with a quick diagnosis and then define an action plan with deadlines aligned with the impact on day-to-day work.
• Do you provide on-site diagnostics and a budget with no hidden costs?

  Yes. The process includes a diagnosis and an explanation of what will be done before the intervention. The budget is presented with a defined scope to avoid surprises and unplanned costs.
• Do you fix issues on both Mac and Windows, as well as WiFi and email problems?

  Yes. We handle faults on Windows and Mac, as well as WiFi connectivity issues, authentication and email configuration. When needed, we validate the fix with tests.
• Do you recover data and recommend a backup plan after the intervention?

  When there is a risk of data loss, we evaluate the recovery and prioritise data integrity. Then we recommend and configure a backup strategy with tests to reduce the chance of it happening again.
• If the computer is running slowly, how do you decide between optimisation, upgrading to an SSD, or another solution?

  The decision is based on a root-cause diagnosis: disk health, memory, boot process, software and the overall system state. If performance is limited by storage or RAM, we recommend the most cost-effective option.