Frequently asked questions Page 7 of 10

Frequently asked questions — page 7

• What is the difference between a virtual phone system and an on‑premise PBX?

  A virtual phone system is managed in the cloud and accessed over the network, with centralised configuration. An on‑premise PBX runs on equipment in the office and typically offers more local control, although it requires physical maintenance.
• What features do I need so I don’t miss calls?

  Look for IVR (automated menus), call queues, voicemail, and time- or availability-based call forwarding. Add call recording and analytics to identify bottlenecks and improve service.
• Can I use my current number with a business phone system?

  In most cases, number portability can be carried out or you can configure call routing to keep the existing numbering. The provider should explain the process and timelines based on your operator and the type of solution.
• Do virtual phone systems allow remote working from mobile and a computer?

  Yes, they typically allow extensions from mobile/softphone and time-based call forwarding. The key is that the solution includes security, call audio quality, and a consistent queue configuration.
• What should I ask a provider before signing up?

  Request a trial or demo, the scope of technical support, call recording and retention policies, compatibility with your integrations, and an implementation plan. Also ask for clarity on user limits, extensions, and related costs.
• What does “unlimited remote support” typically cover in practice (ticket handling, escalation, response expectations)?

  In practice, it usually means unlimited included ticket handling for supported systems, with remote diagnostics and attempts at resolution. You should confirm prioritisation rules, escalation to urgent cases, and the response expectations under your SLA.
• Do you provide on‑site visits in Valencia, and how are site visit charges calculated?

  On‑site visits are typically used when remote resolution isn’t possible (for example, hardware replacement or a general fault). Ask how visits are triggered, how long they take, and whether charges depend on time, the number of devices, or a fixed fee.
• Is Microsoft security and patch management included for both servers and PCs?

  A strong package includes security configuration and patch management for both servers and PCs, aligned with your environment. Confirm what is covered (patching cadence, antivirus/anti‑malware, and security hardening) and what is excluded.
• How do you handle backups and recovery monitoring to reduce downtime?

  Backups should be monitored for success, with recovery readiness checks so restores aren’t a surprise. Ask whether the provider verifies backup health, retention policies, and recovery procedures for critical systems.
• Can you provide a tailored quote for our business size and number of users/devices in Valencia?

  Yes—a tailored quote should be based on device count (PCs, servers, NAS, printers), complexity, and required response times. A good provider will start with an assessment and then propose a fixed-price all-inclusive or hourly model.
• What features should a company prioritise in business telephone switchboards?

  Prioritise IVR and call routing, call queues and overflow rules, voicemail and call recording options, and analytics for queue and agent performance. Choose features that match your call-handling workflows, not just the technology.
• Can a switchboard be managed from a web dashboard and used by non-technical staff?

  Many modern PBX and VoIP switchboards offer web-based administration for routing rules, queues, and greetings. The key is role-based permissions and a setup that non-technical staff can operate safely.
• How does after-hours call handling for customer support work?

  After hours typically uses IVR menus and voicemail greetings, with escalation paths to specific teams or numbers. You can also define different routing based on the time of day and day of the week.
• Does a VoIP phone system support call recordings and call notes?

  Often yes: call recording and call notes can be enabled by policy, queue, or extension. For sensitive information, you should define recording controls and operational procedures before rollout.
• What setup steps are involved in getting a phone system up and running quickly?

  Expect discovery of your current numbers and call flows, extension and queue design, IVR scripting, and configuration of routing rules. Implementation usually includes SIP/VoIP compatibility checks and a staged migration plan to avoid downtime.
• What information do I need before assembling server racks and communication racks in a server room?

  Collect room drawings, the number of racks, equipment dimensions, power requirements, and airflow assumptions. Also confirm cable routes, tray paths, and labelling/documentation expectations so the build stays consistent from room to rack.
• Should I finger-tighten screws during rack assembly, and how do I avoid stripped screws?

  Use finger-tight or partial tightening first to align components, then tighten in a controlled pattern. Avoid over‑torquing, keep screws straight, and use the correct tools to prevent thread damage.
• How do I plan rack depth and equipment fit during assembly?

  Measure the equipment depth and allow for airflow and cable bend radius. Set adjustable rails/beams to the required depth, then verify the orientation of numbered components and cable guides before the final tightening.
• What are the key steps to ensure proper ventilation and prevent overheating once the equipment is mounted?

  Maintain clearances, route cables without blocking airflow, and align cooling paths with the rack layout. If using containment or hot/cold aisle separation, verify seals and ensure the rack’s internal layout supports the airflow plan.
• Do I need UPS and grounding considerations during rack/room assembly, not after?

  Yes. Plan UPS/PDUs placement, grounding routes, and cable entry points during room preparation so racks can be connected safely and consistently. Waiting until after mounting often increases rework and risk.
• What exactly does an IT networks installation include?

  It includes the design and installation of structured cabling for voice and data, installation of network outlets and, where applicable, WiFi. It also covers the rack, electronics, commissioning, testing and certification of the cabling.
• Why is it important to carry out a prior needs analysis?

  Because it enables you to size the network for both today and the future: number of users, applications, bandwidth and growth. This avoids extra costs from changes and failures caused by inadequate design.
• What’s the difference between UTP and FTP/SFTP, and which category should you choose?

  UTP is often enough in controlled environments; FTP/SFTP offers better protection against interference. The category (for example 6, 6A or 7) is selected based on the required performance and how durable you need the link to be.
• When is it essential to include fibre optic cabling?

  When you need longer distances, better immunity to interference, or room for growth. It’s also commonly used for links between buildings or for high-demand backbones.
• As a customer, what should I require to be covered?

  That tests and measurements are carried out using certification criteria, and that result documentation is provided. This lets you validate performance and gives you a technical basis for maintenance and warranties.
• What deliverables are included in an Enterprise IT Security Success Story?

  It includes a risk diagnosis, a prioritised action plan, layered implementation (identity, endpoints, network and resilience), and validation through testing. It should also include acceptance criteria and evidence for internal audits.
• How do you demonstrate the impact on enterprise IT security?

  Using metrics such as reduced detection and containment time, improved MTTR, controls coverage, patch status, and test results. For continuity, you validate RTO and RPO with recovery tests.
• Where does a project focus more: identity, vulnerabilities, or detection and response?

  It depends on the risk, but a solid case usually covers all three areas: identity governance to reduce unauthorised access, vulnerability management to close gaps, and continuous response to improve incident reaction.
• How long does it take to see improvement after implementing controls like MFA, segmentation and continuous response?

  Initial improvement can be seen within weeks as access stabilises and exposure is reduced. The most consistent results come after completing hardening, remediation and validations, backed by continuous monitoring of indicators.
• What steps help prevent a breach from turning into large-scale exfiltration or fraud?

  Apply least privilege and MFA, segment to limit lateral movement, harden endpoints and enable exfiltration controls. Also, define response playbooks and validate that recovery and containment work in tests.
• What’s the difference between preventive and comprehensive maintenance in a budget plan?

  Preventive maintenance focuses on planned inspections to reduce failures and degradation. Comprehensive maintenance extends coverage for more critical environments, offering more complete support and a wider scope of management.
• What does an economical maintenance plan for backups and antivirus include?

  It includes antivirus configuration and review, updates, and status checks. For backups, it covers the backup strategy and verification to ensure that restoration is possible when needed.
• Do you offer remote support to resolve incidents without waiting for an on-site visit?

  Yes, remote support is a common channel for diagnosing and resolving incidents quickly. If the case requires it, it is escalated to an on-site intervention based on defined criteria.
• What monthly price can I contract maintenance for 1 to 4 computers?

  It depends on the provider and the plan’s minimum number of devices. At Impulso Tecnológico, the cost starts from €15 + VAT per device per month, with a minimum of 4 devices, and there are adjustment options depending on your needs.
• How do you prevent cheap maintenance from ending up costing more due to breakdowns or data loss?

  The key is that the plan includes real prevention, security and verified backups, along with a response framework. This reduces the likelihood of serious incidents and the cost associated with downtime and recoveries.
• What should an enterprise include in an IT security success story to make it credible?

  Include the security problem in business terms, the scope, the methodology (assessment → design → implementation → validation), the controls implemented, and evidence. Finish with measurable outcomes and lessons learned that others can replicate.
• Which security controls deliver the fastest measurable impact in an enterprise?

  Typically, MFA/IAM improvements, encryption for sensitive data, and centralised monitoring that shortens detection and response. When paired with incident response readiness and backup resilience, the impact becomes measurable quickly.
• How do you demonstrate compliance outcomes in an enterprise security case study?

  Map controls to the relevant standard (for example ISO 27001, NIST, or PCI DSS where applicable) and show proof collection: policies, configurations, audit logs, test results, and remediation records. Avoid claiming compliance without evidence.
• What metrics are most convincing to executives in a security success story?

  Use operational and risk metrics: incident resolution time, reduction in security-related downtime, fewer repeat incidents, improved backup restore success, and reduced deployment failures caused by security gaps. Pair metrics with the actions that drove them.
• How can we replicate this success story for our industry and technology stack?

  Start with a gap assessment and control mapping to your stack, then implement controls in a managed, SLA-aligned way. Validate with testing and monitoring baselines, and document evidence so the approach can be reused across locations and teams.
• What’s the difference between wired, Wi‑Fi and hybrid network installation for businesses?

  Wired installation typically delivers consistent performance and predictable latency, while Wi‑Fi focuses on mobility and coverage. Hybrid combines both to balance reliability, capacity, and user movement, often using VLANs to separate roles and guest access.
• How many data points should I plan for in a new office network installation?

  Plan based on current workstation needs plus growth, shared devices, and likely future additions. A site survey and requirements checklist help estimate outlets, patching capacity, and spare ports to avoid rework.
• What cable types (Cat6, Cat6a, fibre) should I choose based on my bandwidth and distance needs?

  Higher categories (e.g., Cat6a) can support more demanding performance over longer runs, while fibre is ideal for longer distances and high-capacity links. The right choice depends on bandwidth targets, run lengths, and the required resilience.
• What security settings should be configured during network installation to protect business devices?

  Security-first setup includes IP/subnet planning, firewall and access control policies, segmentation (e.g., VLANs), and secure wireless configuration such as WPA3. Validation tests and documentation ensure the controls are actually applied and maintainable.
• Do I need professional testing (cable testing, performance testing, security validation) after installation?

  Yes—testing confirms that the physical layer meets specifications and that the network performs under real conditions. Security validation and documented results reduce the risk of hidden misconfigurations and speed up troubleshooting.
• What’s included in affordable full-time IT support—helpdesk, device management, and onboarding?

  Typically you get helpdesk coverage, monitoring, and ongoing management of devices and users, plus an onboarding phase to set baselines and document processes. The exact inclusions should be listed clearly by tier.
• Do you offer 9am–5pm support, and is out-of-hours help available?

  Many providers offer business-hours coverage with optional out-of-hours support. Ask for the exact support hours, escalation rules, and what counts as an urgent incident.
• Can you support Microsoft 365 and help with cloud access for our business?

  Yes—support plans commonly include Microsoft 365 administration, user access, mailbox and identity troubleshooting, and guidance for cloud access and security settings. Confirm which licences and environments are covered.
• What’s your approach to cybersecurity and backups—what protections are included?

  A strong plan includes endpoint protection, proactive backup strategy, recovery readiness, and security monitoring. You should also receive clear documentation of what is monitored and how recovery is tested.
• How does the onboarding and switching process work if we’re moving from our current provider?

  Switching should start with discovery, a configuration baseline, and a phased cutover plan. You should agree on data migration steps, access handover, and a timeline that avoids downtime.
• What exactly is included in IT maintenance for businesses in Móstoles?

  It includes remote and on-site technical support, preventive maintenance with reviews and updates, and management of devices and networks. The aim is to reduce incidents and keep your infrastructure running smoothly.
• Do you offer remote and on-site support for emergencies?

  Yes. We prioritise incidents based on their impact on the business and combine remote diagnosis with on-site intervention when needed. This helps minimise downtime.
• Does maintenance include cybersecurity and user training?

  It should include layered cybersecurity: protection on endpoints, firewalls, patch management and good practices. It also reinforces user habits to reduce real risk.
• Do you provide backups and disaster recovery plans?

  Yes. We define backup policies, the frequency, and a recovery plan. The important part is to test the restoration to ensure the backup works when it is needed.
• How do we contract IT maintenance in Móstoles, and what documentation do we receive?

  It typically starts with an initial assessment and a proposal outlining scope, cadence and deliverables. Then an ongoing support plan is agreed, covering preventive maintenance, security and reporting.
• What exactly is included in an IT Network Audit (physical and logical)?

  It includes a review of structured cabling and hardware, an analysis of the logical architecture and policies, and a layered security assessment (segmentation, access, encryption, firewalls and IDS/IPS). It also validates continuity through inventory and backups, including restoration criteria.
• Can you carry out the audit without disrupting my company’s operations?

  Normally, it is carried out using work windows and non-intrusive techniques where possible, prioritising the least disruption. Any tests that require changes are planned and coordinated to minimise operational impact.
• How do you prioritise risks, and what remediation plan do you provide?

  Risks are prioritised based on criticality, likelihood and the impact on security and operations. The remediation plan includes owners, specific actions, dependencies and a way to validate that the fixes actually work.
• Does the audit cover remote access, VPN and wireless connections?

  Yes. We review the remote access and VPN components, as well as the security associated with wireless networks when they are part of the environment. The goal is to ensure authentication, encryption, segmentation and access controls.
• How often do you recommend repeating a network audit?

  We recommend repeating it based on relevant changes (growth, new sites, architecture changes, incidents) and signals such as performance degradation or recurring failures. You can also set a cadence based on criticality and security maturity.
• How quickly can you respond to an IT incident in Móstoles?

  Response objectives are defined for each contract according to incident priority and service hours. For on-site work in Móstoles, the location, available resource, timing, scope and access are confirmed for each request before assignment.
• Do you offer remote IT support as well as on-site visits in Móstoles?

  We provide remote IT support within the agreed scope. When physical intervention is needed in Móstoles, the location, available resource, timing, scope and access are confirmed for each request before the visit is assigned.
• What’s included in your IT maintenance contract (monitoring, preventive tasks, reports)?

  Contracts typically include preventive maintenance, security configuration, backup readiness, and ongoing support. After interventions, you receive detailed reports and recommendations to reduce repeat incidents.
• Can you support both networks/servers and end-user devices (PCs, laptops, printers)?

  Yes. We support network and server administration as well as end-user devices and common peripherals, including troubleshooting, upgrades and equipment setup.
• How do I request a quote or start IT support for my business in Móstoles?

  Start with a quote request. If an initial IT assessment is useful, its scope and cost are confirmed before we review antivirus, backups, servers and communications or create an inventory for the proposal.
• What’s included in preventive IT maintenance for businesses in Coslada?

  It includes planned reviews, optimisation, component updates and security checks to reduce failures before they occur. The goal is to keep equipment and systems stable and with fewer incidents.
• Do you offer remote IT support and on-site assistance in Coslada?

  We prioritise remote support. Any Coslada on-site intervention is confirmed according to location, available resource, timing, scope and access; ticket management maintains traceability.
• Does the service include backups and recovery in case of failures or data loss?

  A backup and recovery strategy tailored to your business is defined, including testing and restoration verification. This helps reduce the impact of ransomware, disk failures or human errors.
• Do you handle security and compliance (LOPD/RGPD) for businesses?

  We align security measures with best practices and data protection requirements, including access control, patch management and policies. The scope is defined after the initial audit.
• What happens if there’s a breakdown and I need temporary equipment while it’s being repaired?

  A response is planned according to criticality: rapid diagnosis, repair or replacement, and, if applicable, support with temporary equipment so operations don’t come to a halt. The goal is to minimise downtime.
• What should be included in a computer network audit report?

  A good report includes an executive summary, scope and methodology, evidence-backed findings, risk ratings, remediation recommendations, and a re-test/closure plan. If compliance is required, it should also map findings to relevant controls.
• How often should we run network audits: periodic or continuous?

  Periodic audits work well for baseline reviews and major change cycles, while continuous or near-real-time monitoring helps catch drift and emerging issues. Many organisations combine both: periodic deep audits plus continuous validation.
• Do we need penetration testing as part of a network audit, or is vulnerability scanning enough?

  Vulnerability scanning is a strong starting point, but penetration testing can validate exploitability and real-world impact. The decision depends on your risk level, threat model and whether you need assurance beyond configuration and scan results.
• How do we map audit findings to compliance requirements (e.g., GDPR, HIPAA, PCI-DSS, NIST)?

  You map each finding to the specific control objective it affects, then document evidence and remediation steps. A clear mapping reduces audit friction and helps demonstrate control effectiveness over time.
• What’s the fastest way to start a computer network audit?

  Start with discovery and inventory, then define scope boundaries and evidence requirements. Next, run configuration and access control checks to establish a baseline, followed by validation (scanning/testing/log review) to confirm the risk.
• What’s the difference between proactive and preventive IT maintenance in a business?

  Preventive maintenance focuses on avoiding failures through planned reviews. Proactive maintenance adds monitoring, early detection and risk-based prioritisation, linking signals, actions and continuous improvement.
• What tasks are included in a proactive IT maintenance service (monitoring, patches, backups, security)?

  It includes monitoring and alerts, patch management and updates with change control, automated backups with restoration testing, and managed security measures such as endpoint protection and access control.
• How do you manage alert response to reduce interruptions?

  A triage workflow is defined: alert classification, thresholds, priority assignment and standardised actions. This prevents minor alerts from escalating into critical incidents.
• What reports and metrics are delivered in a proactive setup?

  Typically, you report patch compliance, backup status and restoration results, availability, incidents by category and trends. This makes it possible to adjust the plan and justify decisions.
• When is it advisable to outsource management if there’s no in-house IT team?

  When business criticality requires continuous coverage, you lack the capacity to monitor and implement changes with control, or you need security and continuity with SLA. A partner provides process, tools, and a responsive approach.
• How quickly can you respond to an IT support request in Coslada?

  Response targets depend on the type of issue and whether it affects servers or other computers. The applicable contract documents priority, support hours, escalation and response objectives for each issue type.
• Do you offer remote IT support, on-site visits, or both?

  Remote support is provided within the agreed scope. Any Coslada on-site intervention is confirmed according to location, available resource, timing, scope and access.
• What’s included in your IT support plans?

  Plans typically include helpdesk support, troubleshooting for covered devices, and preventative maintenance. Security is handled as multi-layered, including protection, backups, and network hardening recommendations.
• Can you support both small offices and larger teams in Coslada?

  Yes. We support SMEs and can also cover larger environments when needed. Service options can be tailored to different sizes of the IT estate, from limited internal IT to businesses that want an external IT department.
• How do I request a quote or book an IT assessment?

  Start by requesting a support assessment. We carry out an initial audit and inventory of the relevant systems, then we propose the most suitable SLA and service structure for your needs.
• What tasks are included in the preventive maintenance of telephone switchboards?

  It includes checking the physical and functional condition: cleaning, verifying cooling, checking the UPS (SAI), reviewing connections and peripherals, and taking backups of configurations so you can restore after incidents.
• Why is it important to check the cooling and UPS (SAI) in a switchboard?

  Cooling prevents overheating that degrades components and causes intermittent failures. The UPS protects against power cuts and electrical fluctuations, reducing the risk of downtime and configuration corruption.
• Are configuration backups performed, and can they be restored if there’s a fault?

  A solid plan includes configuration backup copies and a restoration procedure. That way, after a fault or change, the service is recovered with less downtime.
• Does maintenance include checking connections, cabling and rack labelling?

  Yes. We check connections and the condition of the cabling to spot loose fittings, wear or connection errors. In addition, proper rack labelling and neat organisation make changes easier and reduce diagnosis time.
• Can I contract a maintenance service for physical switchboards and/or VoIP environments?

  Typically, you can cover analogue, digital and IP telephony, including mixed scenarios. The provider must adapt the plan to the actual architecture (switchboard, network, security and configuration).
• What’s the difference between proactive IT maintenance and reactive IT support?

  Proactive IT maintenance prevents issues by monitoring health, applying patches, and validating backups before failures occur. Reactive IT support fixes problems after they happen, which typically increases downtime and ticket volume.
• What should be included in a proactive maintenance plan for endpoints and servers?

  Include monitoring and alerting, patch management, antivirus and security configuration checks, health checks, and backup verification. Add remediation workflows and evidence-based reporting for each support cycle.
• How often should patching and security audits take place to stay ahead of threats?

  Use a risk-based cadence: regular patch cycles with prioritisation for critical vulnerabilities, plus scheduled security audits and configuration reviews. The exact timing depends on your environment and exposure level.
• What KPIs should we track to measure reduced downtime and improved security?

  Track downtime minutes, ticket trends, mean time to respond and resolve, vulnerability exposure (e.g., unpatched critical items), and backup success rates. Report these consistently so stakeholders can see progress.
• How do we start if our IT environment is already running on a break-fix model?

  Begin with an initial audit to baseline inventory, patch and backup posture, and current incident patterns. Then define cadences, SLAs, and a steady-state operating model that turns prevention into routine.
• What does telephone switchboard maintenance include, from inspection to testing?

  It typically covers physical inspection of wiring and connectors, verification of line and interface health, and functional testing of call routing and signalling. A good service also updates documentation so future faults can be diagnosed faster.
• How often should we schedule PBX or switchboard maintenance to prevent call failures?

  Frequency depends on usage intensity, environment conditions and how critical call continuity is. A provider should propose a risk-based schedule, then align it with reporting so you can see trends before failures occur.
• Can you diagnose issues like noise, echo, line failures and dialling errors during maintenance?

  Yes. Maintenance should include initial troubleshooting steps that isolate whether the cause is cabling, interfaces, configuration or equipment behaviour. The goal is to prevent repeat faults by correcting root causes, not just symptoms.
• Do you provide documented reports after each maintenance visit?

  A reliable maintenance approach records what was checked, what tests were performed, and what was found. It should also include recommended actions and follow-up notes so your team has traceability.
• What is the expected impact on our business if we delay switchboard maintenance?

  Delays increase the chance of intermittent faults, degraded call quality and unexpected downtime. That can lead to missed calls, slower internal coordination and reputational damage—especially during peak periods.