Frequently asked questions Page 5 of 10

Frequently asked questions — page 5

• What type of network cabling do I need for an office with lots of interference?

  In environments with interference sources (motors, electrical panels, or parallel cabling), it is usually advisable to use shielded cabling such as FTP or STP. The final choice depends on the noise level, how separate the cable routes are, and the way the cabling is laid out.
• When should I choose fibre optics instead of twisted pair?

  Fibre is a good fit when you need better immunity to interference, longer distances, or plans for very high speeds. It is also common for links between buildings or backbone cabling to the data centre.
• What’s the practical difference between UTP, FTP and STP in a LAN installation?

  UTP has no shielding; FTP adds shielding to the overall cable or to the pairs, depending on the construction. STP includes more complete shielding. The more shielding you have, the better the response to interference, but with higher complexity.
• Which cabling category (Cat 5e, Cat 6 or Cat 6A) do you recommend for high speeds over short distances?

  For high performance with room for future growth, Cat 6A is usually the most robust option. Cat 6 may be sufficient in many cases, while Cat 5e is a valid baseline if the project’s target and lifespan are clearly defined.
• What standard should I require in a structured cabling project to ensure compatibility and maintainability?

  Typically, you should require a structured cabling framework such as TIA/EIA-568-B (or applicable equivalents) and ensure the project includes link certification. This helps guarantee compatibility, traceability and maintainability.
• What does an IT corrective maintenance service for infrastructure (servers, networks and storage) include?

  It includes diagnostics, restoring service, replacing or repairing components, verifying operation, and documenting the incident. It may also involve coordinating with vendors where applicable, and validating that the system returns to a stable state.
• How do you decide whether an incident should be handled as immediate, deferred, or planned corrective maintenance?

  You assess business impact, urgency, security risk, the scope of the fault, and the possibility of containment. If the critical service is compromised, it is prioritised immediately; if there is controlled degradation, it may be deferred with appropriate contingency measures.
• What target timeframes are usually set for restoring normal operation and minimising downtime?

  You define target objectives such as RTO (recovery time objective) and, where applicable, RPO (recovery point objective). In emergencies, the focus is to restore service safely first, and then optimise; the targets are adjusted according to criticality.
• Does IT corrective maintenance include data recovery and restoring corrupted operating systems?

  It can include that if it is within the service scope: recovery from backups, system restoration, integrity validation, and functional testing. The coverage depends on your backup strategy, continuity approach, and the tools available.
• How does corrective maintenance link with preventive and predictive maintenance to reduce future incidents?

  After each incident, you document the root cause and evidence, and turn it into preventive actions (changes, tuning, reviews) or predictive controls (telemetry, thresholds, alerts). This reduces repeat occurrences and improves early detection.
• Which cable type should I choose for a small office network: UTP (Ethernet) or fibre?

  Most small offices use UTP Ethernet for desk-to-switch runs because it is cost-effective and straightforward to manage. Choose fibre when you need longer distances, stronger noise immunity, or a backbone between floors or buildings.
• What’s the difference between STP and UTP, and when do I need shielding?

  UTP uses unshielded twisted pairs, while STP adds shielding to reduce interference. You typically consider STP in environments with high electrical noise, such as near power distribution, lifts, or heavy machinery.
• How do I plan a structured cabling upgrade to support future growth without major disruption?

  Start with a requirements review (ports, expected growth, and key applications), then design pathways and administration for expansion. Use structured cabling principles so moves, adds, and changes can be handled with minimal downtime.
• What testing should be carried out after installing RJ45 connectors and cabling runs?

  After termination, links should be tested and certified according to the relevant cabling category’s performance requirements. Testing typically verifies continuity, correct wiring, and key electrical parameters to confirm reliable throughput.
• Can you help me troubleshoot Wi‑Fi and connectivity issues caused by cabling infrastructure?

  Yes—many connectivity problems originate in the wired layer (incorrect termination, damaged pairs, or failing links). A structured test and diagnosis approach helps isolate whether the fault is in the cabling, patching, or active equipment.
• What does a corrective IT maintenance service typically include from incident to resolution?

  It usually covers incident intake, triage, diagnosis, remediation, and verification that services have been restored. Many services also include RCA evidence and documentation so the same failure can be prevented.
• How do you decide whether corrective work should be planned or handled immediately?

  Decide based on impact, risk, dependencies, and whether a safe change window exists. If downtime or security exposure is critical, unplanned corrective actions are often required.
• How do you measure success and reduce repeat failures in corrective IT maintenance?

  Track outcomes such as resolution quality, repeat incident rate, and verification completeness. Reduce recurrence by using RCA findings to update controls, monitoring, patch routines, and knowledge bases.
• Can corrective IT maintenance include security patching and verification of affected systems?

  Yes. Corrective work can include applying security patches, validating affected services, and confirming that security controls behave as expected. Verification should include logs and functional checks.
• What are the main risks of relying too heavily on corrective maintenance in IT, and how do you mitigate them?

  The risks include higher long-term costs, unpredictable downtime, and repeated failures due to weak root-cause learning. Mitigate this with disciplined RCA, targeted preventive improvements, and stronger monitoring and change governance.
• Where should a company start if it doesn’t know which risks to prioritise?

  Empieza por una auditoría tecnológica para identificar activos, exposición y brechas. Luego prioriza por criticidad e impacto en negocio, y define un plan por fases con controles mínimos y medibles.
• What controls are essential to reduce phishing and malware day to day?

  Combine email security (anti-phishing and filtering), endpoint protection with EDR, and access policies with strong authentication. Complement this with ongoing training and simulations to reduce human error.
• Do EDR and antivirus complement each other or replace one another?

  They complement each other: antivirus helps block threats, while EDR provides visibility, advanced detection and the ability to investigate and respond. The choice depends on your risk level and the need to operate quickly.
• How do you implement access control (RBAC/PAM) without slowing operations?

  Define minimum roles and permissions (RBAC) and apply controlled privilege elevation for privileged tasks (PAM). Automate onboarding/offboarding and review access periodically to maintain security without blocking processes.
• Which training and awareness practices work best to prevent human error?

  Use short, recurring campaigns, realistic simulated attacks and improvement metrics. Focus on specific habits: checking sender details, password management, and reporting suspicious activity early.
• What does structured cabling certification include and how does it guarantee performance?

  Certification checks electrical and transmission parameters to confirm that the cabling meets the required specifications. It provides a documented result so you can identify deviations and ensure the expected network performance.
• Do you offer installation without construction work, and when does it apply?

  In many projects it can be carried out with scheduling adjustments and the least possible disruption, depending on the building layout and existing cable routes. During the initial site visit, we assess the real scope and the available paths.
• Do you do a free preliminary site visit to assess network points, racks and the CPD?

  Yes. We carry out an on-site assessment to understand your needs, number of points, locations and voice/data/WiFi requirements. Based on this information, we prepare a technical proposal and a budget with a fixed price.
• Can you tailor the project for voice, data, WiFi and fibre optics?

  Yes. We design the architecture to integrate copper and fibre when it adds value, and we include the necessary networking hardware for voice/data and wireless connectivity within the project scope.
• How does maintenance and expansion of network points work after installation?

  We can carry out audits, expansions and resolve cabling-related incidents. The goal is to keep the infrastructure organised, certifiable and ready to scale without degrading performance.
• What does full IT maintenance for companies in Madrid include: preventive and corrective?

  It includes preventive maintenance to reduce failures and corrective maintenance to resolve breakdowns. In addition, you get remote and on-site support depending on the impact, with incident logging and follow-up deliverables.
• Do you provide telephone support or a helpdesk, and how does escalation to on-site technicians work?

  Yes: the service is managed through the helpdesk/CAU using tickets and incident categorisation. If it can’t be resolved at first level, it’s escalated to technicians with the appropriate profile and, where applicable, on-site assistance is activated.
• Do you carry out an initial audit and provide an IT status report and risk assessment?

  An initial audit is carried out to understand the status of antivirus, backups, servers, communications and configuration. Based on that, a status report and a prioritised improvement plan are produced.
• How often are there on-site visits, and what periodic reports will the company receive?

  The frequency of visits is defined according to the selected service model and the contracted scope. In parallel, periodic reports and documentation of interventions are provided to ensure traceability and service control.
• Does the cybersecurity service include vulnerability and ransomware detection, as well as backup management?

  Yes: security measures are integrated, such as secure configuration, threat protection, backup management, and preventive actions against ransomware and vulnerabilities. The goal is to reduce risk and ensure recovery.
• What should we do first if we’re starting cybersecurity from scratch?

  Start with a quick risk assessment and implement the highest-impact essentials: MFA for accounts, patching for critical systems, and verified backups. Then document ownership and create a basic incident response plan.
• How do we choose and implement multi-factor authentication across employees and admin accounts?

  Prioritise admin and email accounts first, then roll out to all users. Use a standard method (app or hardware token), enforce it through central identity controls, and provide a short support process for enrolment.
• Can you help us align our controls to the NIST Cybersecurity Framework (CSF 2.0)?

  Yes. We map your existing controls and planned actions to the CSF 2.0 functions (Govern, Identify, Protect, Detect, Respond, Recover) so you can report progress and close gaps systematically.
• What does a practical incident response plan include, and how often should we test it?

  Include roles, escalation paths, evidence handling, customer communication steps, and recovery priorities. Test it with tabletop exercises and update it after incidents or near misses.
• How do we verify that backups work (including restore testing) to reduce ransomware impact?

  Backups must be tested by performing restore drills to confirm data integrity and recovery time objectives. Also validate backup immutability and protect backup credentials and storage from the same ransomware paths.
• What is the difference between IT support and IT managed services in Madrid?

  IT support focuses on handling incidents and user/system issues. IT managed services usually include ongoing preventative maintenance, security configuration, monitoring, and structured service delivery.
• How quickly can you respond to an urgent IT issue?

  Targets are documented by priority, service window, escalation path and accepted scope before service starts.
• What information do you need to start providing IT support?

  You typically share your current environment details so we can run an initial audit: antivirus status, backup situation, server/communications health, and an inventory of the computers to be maintained.
• Can you support specific environments such as Microsoft 365, Windows, and networks?

  Yes. We can support common business environments and also advise on network administration and access settings, including security hardening aligned with your requirements.
• How long does a structured cabling installation typically take in an office in Madrid?

  Timelines depend on scope, access to routes, and the number of outlets. After a site consultation, a realistic schedule is agreed, usually covering design, installation, termination and testing before handover.
• What’s the best cable category for a modern office network (including PoE)?

  Most modern office deployments choose Cat6 or Cat6a depending on the PoE power budget, bandwidth targets and expected growth. The right choice balances performance, distance and cost for your specific layout.
• Can structured cabling support voice and video as well as data?

  Yes. Structured cabling can carry voice and data over copper, and video can be supported depending on your system design. Fibre optic is often used for longer runs or higher-capacity needs.
• Do you provide testing/certification and final documentation after installation?

  A proper structured cabling delivery includes link testing, certification and final documentation. This helps IT teams validate performance and simplifies future maintenance and upgrades.
• What information do you need from my site to prepare a quote for structured cabling in Madrid?

  We typically need floor plans or outlet counts, intended network equipment locations, cabling routes/access constraints, and whether it is a new build or an overhaul. A technical consultation helps confirm scope, access and materials.
• What’s included in an IT maintenance contract for SMEs in Tres Cantos?

  It includes preventive and corrective maintenance, incident support, security reviews and backup management. The scope is defined by devices and systems so it remains useful and measurable.
• Do you offer remote and on-site support? How do you decide which approach to use?

  Yes. The approach is decided based on the type of incident: software and configuration issues are usually resolved remotely, while hardware or network issues require a visit. It’s handled through tickets and priorities.
• Do you manage backups and data recovery if something goes wrong?

  Backups are covered and, above all, restoration verification is carried out to ensure real recovery. In the event of a failure, the recovery plan is executed according to the level of criticality.
• Can you help with migration to the cloud (email, Office and storage)?

  Yes, as part of maintenance and business continuity. Migration is planned, the configuration is validated and we support go-live to minimise disruption.
• How long does it take to carry out the initial diagnosis and resolve incidents?

  Initial diagnosis is carried out after onboarding, with an inventory and risk review. For incidents, response times are tailored according to the type of equipment and the level of urgency.
• What’s included in a quote for IT network installation in Madrid?

  It includes scenario assessment, a technical proposal, scope (cabling, WiFi, racks or data centres), materials and labour, and certification criteria. It also defines the testing and go-live plan.
• Do you work on both the installation and maintenance of existing networks?

  Yes. We can handle corrective and preventative maintenance, incident repairs and performance improvements. If infrastructure already exists, we propose adjustments to stabilise the network.
• Can you improve my office WiFi and increase stability?

  We design the business WiFi network for coverage and stability, reviewing the location of access points, user density and business needs. The goal is to reduce drop-outs and areas with poor signal.
• Do you offer multi-site connectivity solutions via VPN for businesses in Madrid?

  Yes. We deploy VPNs to connect sites and enable remote working with controlled access. The architecture is defined to maintain security and operational continuity.
• What security measures do you recommend for business networks?

  We recommend firewalls, access control and good segmentation practices. Security is built into the design to protect users, devices and critical services.
• What’s included in IT maintenance for networks, servers and endpoints in Tres Cantos?

  Typically it covers preventive monitoring and health checks, plus corrective incident response for servers, networks and endpoints. You should also receive documentation and maintenance reports that show what was checked and what actions were taken.
• Can you provide preventive maintenance with scheduled tasks and reporting, not only reactive fixes?

  Yes. Preventive maintenance usually includes planned checks such as antivirus status, backup readiness, patching preparation and monitoring reviews. Reporting should translate those checks into measurable risk reduction and next actions.
• How do you handle urgent incidents and escalation to the right experts?

  A good provider defines priority tiers (for example P1/P2), working-hours coverage and escalation rules. First-line support should route urgent cases to the right technical specialists with clear ownership until resolution.
• Do you manage an external ServiceDesk or work with our existing team and vendors?

  Many maintenance models can integrate with your existing ServiceDesk and vendor ecosystem. The key is to agree on responsibilities, escalation routes, and how incidents and changes are recorded and communicated.
• What ITSM/ITIL processes are used to manage incidents, problems and changes?

  Look for an ITSM approach that structures incidents, problem investigation and change handling. This usually includes knowledge management, consistent documentation, and KPI reporting to support continuous improvement.
• What’s the difference between preventive and corrective maintenance in a PBX?

  Preventive maintenance aims to prevent failures by reviewing power supply, cooling, connections and configuration before symptoms appear. Corrective maintenance is carried out once a fault already exists—diagnosing and repairing to restore service.
• How often is it recommended to review cooling, UPS/SAI and cleaning to prevent failures?

  It depends on the environment (dust, temperature, load and criticality), but as a rule of thumb you schedule regular reviews and a specific check of the UPS and cooling. In demanding environments, it’s worth increasing the frequency of cleaning and thermal monitoring.
• Does maintenance include backups of configurations so you can restore quickly?

  Yes—under a full service, configuration backups are carried out and the restoration process is defined. This makes it possible to recover quickly in the event of changes, errors or incidents.
• Is the cabling reviewed and organised (labeling/separation) during maintenance?

  It’s recommended to review the condition of the cabling, connections and layout, including labeling and separation to ease diagnosis and future changes. Well-organised cabling reduces repair times and connection errors.
• Do they offer support for integration with VoIP and CRM, in addition to installation and maintenance?

  A technical provider should validate the integration during installation and keep it up to date with periodic reviews. Checks include connectivity, service configuration and CRM workflow compatibility where applicable.
• Do I need a network audit before upgrading my infrastructure in Madrid?

  Yes—an audit clarifies current performance, configuration risks, and capacity limits. It also produces a baseline so upgrades can be validated with measurable results.
• Can you help design a TCP/IP-based network for a business in Madrid?

  A proper design starts with requirements, traffic patterns, and segmentation goals. You should receive diagrams, addressing/routing decisions, and a validation plan.
• What deliverables do you provide for network consulting projects (documentation, diagrams, testing)?

  Typical deliverables include network diagrams, configuration standards, test/acceptance criteria, and an operational runbook. This reduces downtime during change windows.
• Do you support NAT and IP configuration for enterprise environments?

  Yes. NAT and IP configuration are designed to match application needs and security boundaries. The goal is predictable connectivity and controlled access paths.
• How do you approach network security when implementing transport and application-layer services?

  We align transport/application requirements with segmentation, access control, and monitoring. Security is validated through testing and operational procedures, not only firewall rules.
• Does it include preventive maintenance, and how often?

  Preventive maintenance is typically defined on a regular basis (monthly or quarterly), depending on the criticality of the environment. At the start, the real situation is reviewed and a plan of reviews and improvements is agreed.
• Do you offer telephone support or a helpdesk, and during what hours?

  Support is provided via remote access and incident management. The exact hours and coverage model are confirmed in the service agreement so the SLA is clear.
• How do you handle incidents—remote, on-site, and estimated times?

  They’re prioritised by impact, and remote resolution is attempted where possible. For incidents that require on-site presence, attendance is scheduled in line with target times based on priority.
• Does it include cybersecurity and anti-ransomware measures?

  Yes: vulnerabilities are managed, the system is protected and preventive measures are put in place. In addition, backups and recovery are strengthened to reduce the impact of ransomware.
• What do you deliver at the start of the contract?

  An initial audit is carried out and a status report is produced. In addition, an inventory of assets to be included is prepared, along with an improvement plan aligned with risks and objectives.
• What does a telephone system installation typically include for business premises?

  It usually starts with a site survey, then system design and selection, followed by installation, programming/configuration, testing, and go-live. A proper handover includes extension setup, feature guidance, and documentation.
• Do you offer design consultancy to choose the right telephone system for our needs?

  A good consultancy maps your user count, call flows, mobility needs, and growth plans to the right architecture (analog, digital, IP/VoIP). It should also consider how maintenance and future upgrades will be handled.
• Can you project manage the installation and coordinate with our existing network or equipment suppliers?

  Yes—project management typically covers cutover planning, coordination of equipment and programming tasks, and acceptance testing. This reduces disruption and clarifies responsibilities across suppliers.
• What does your maintenance contract cover (including remote support and handset or software maintenance)?

  Contracts commonly include preventive health checks, corrective fault resolution, and remote support for configuration changes. Coverage may also include handset/software maintenance, messaging features, and call handling support.
• How quickly can you respond to faults, and do you offer emergency call-outs?

  Response expectations should be defined in the contract, including emergency call-out criteria and escalation paths. Ask for the fault categories covered and the target response windows.
• If we have a Cloud telephone system, can support be provided remotely?

  Remote support is often available for Cloud or IP telephony, especially for programming changes and configuration troubleshooting. The contract should specify what can be handled remotely and what requires an on-site visit.
• Will we receive reports after maintenance visits and health checks?

  Many providers provide visit notes or itemised reports describing checks performed, issues found, actions taken, and recommendations. This helps you track risk reduction and plan improvements.
• What’s included in IT maintenance for businesses in Madrid?

  Typically it includes helpdesk/user support, endpoint and server maintenance, proactive monitoring, patching, backup checks and security configuration. A good plan also includes reporting and continuous improvement based on your environment.
• Do you offer both remote and on-site IT support?

  Yes—remote support is usually the first line for day-to-day issues, while on-site interventions are scheduled when a breakdown requires physical access. The model should be defined in your service scope and service levels.
• How do you prevent incidents (proactive monitoring, patching, security checks)?

  Prevention is achieved through monitoring, regular patching, antivirus and configuration checks, and backup verification. When issues are detected early, they are resolved before they impact productivity.
• What response times and escalation process can we expect?

  You should receive response expectations by incident type, plus a clear escalation path from helpdesk to higher-level technicians. Ask for how tickets are prioritised and how updates are communicated.
• Can you help with GDPR and other regulatory compliance requirements?

  A maintenance provider should support compliance through secure configuration, access control, data protection practices and documented operational procedures. Confirm what is covered in your contract and how evidence is provided.
• What’s the difference between an IP virtual phone system and a traditional PBX?

  An IP virtual phone system runs on IP telephony with cloud management or on virtual infrastructure, making scaling and configuration easier. A traditional PBX usually relies more on on-premises hardware and offers similar features, but with less flexibility to grow or integrate.
• Can I configure queues, hold music and announcements without technical know-how?

  Yes—normally you can configure these via admin panels and predefined call flows. In real projects, the usual approach is that the provider designs the routing and customisation so it aligns with your day-to-day operations.
• What call information can I get, and in what format?

  It usually includes metrics such as call duration, time, agent, call status and call-routing results. Many systems allow you to export reports in formats such as CSV for analysis and reporting.
• How do you ensure security and data protection in a VoIP phone system?

  Measures such as encryption, network segmentation, access controls, system hardening and security policies are assessed. It’s also key to review the support model, updates and the compliance applicable to your organisation.
• What do I need to use a phone system, and how is it implemented in my company?

  You need connectivity, compatible devices or softphones, extensions, and a routing configuration. Implementation includes designing queues/IVR, call testing, integrating with devices, and running quality validation before going live.
• Does IT maintenance include remote support and on-site assistance if it can’t be resolved remotely?

  Yes. Support usually starts with remote assistance to resolve quickly. If the case requires physical intervention, an on-site visit is coordinated depending on the type of incident and its impact.
• How does the service start: is there an initial audit or baseline set-up before you begin?

  An initial audit is usually carried out to understand the status of equipment, network, systems and backups. Based on that information, the preventive-corrective plan and priorities are defined.
• What response times do you offer for incidents, and how are they handled?

  Management is based on impact-based prioritisation and a workflow (communicate, assess, resolve remotely or on-site, and close). Response times are adjusted to the level of urgency and the scope of the contract.
• Does it include IT security such as audits, protocols against viruses/malware, and data protection?

  Yes—security is integrated within the maintenance service: reviews, patch management, anti-malware protocols and access control. Data protection is also addressed with backups and good practices.