Frequently asked questions Page 8 of 10

Frequently asked questions — page 8

• What is the difference between preventive and corrective maintenance in day-to-day practice?

  Preventive maintenance reduces incidents through scheduled reviews, updates and checks. Corrective maintenance kicks in once a fault or breakdown already exists, focusing on restoring service and minimising impact.
• When is a managed service preferable to ad-hoc maintenance?

  A managed service is a good fit when you need continuity, reporting and a proactive model that reduces downtime. Ad-hoc maintenance usually works better in environments with low criticality or very occasional incidents.
• What should we request to assess response times and support availability?

  Request an SLA by severity (e.g., critical/high/medium/low), targeted response times and contact channels. Also confirm whether coverage is business-hours only or extended, and how technical escalation is handled.
• What security and confidentiality measures should the vendor guarantee?

  Require confidentiality policies, access controls, access traceability and cybersecurity measures. Also ask how they manage backups, encryption and recovery to protect critical data.
• How can I verify that the vendor includes continuity (backups, recovery and monitoring) in its scope?

  Request the backup plan with frequency, retention, restoration verification and disaster recovery tests. Complement this by asking how they monitor systems and detect incidents before they impact you.
• What support model should we choose if we need predictable monthly costs?

  Managed IT services are usually the best fit because they convert day-to-day support into a structured monthly scope. Confirm what is included, what is excluded, and how changes are priced.
• Which KPIs should we request in an SLA for an IT support/help desk engagement?

  Ask for measurable targets such as response time, first call resolution and customer satisfaction. Also request how quality control is performed and how recurring issues are prevented.
• How can we verify pricing transparency and avoid unexpected charges before signing?

  Request a clear pricing model, list of included services, and a schedule of extra charges. Ask for examples of typical “out of scope” scenarios and how they are handled.
• Do you offer 24/7 coverage, and how do you handle time zones and languages?

  Confirm coverage hours, escalation rules outside business time, and how time zones are managed. If multilingual support matters, ask for language coverage and agent availability evidence.
• What security and compliance measures are included, and do you provide backup and recovery?

  Ask for defence-in-depth controls (firewalls, endpoint protection, patching, monitoring) and a documented backup and recovery approach. If compliance is required, request the relevant evidence and responsibilities.
• How long does a business phone system installation typically take?

  Timelines vary by scope: single-site installs can be relatively quick, while multi-site setups, integrations, and number porting add time. A realistic estimate depends on network readiness, device provisioning, and the cutover plan.
• Can we keep our existing phone numbers when switching providers (number porting)?

  In many cases, yes. Number porting requires coordination with your current provider and the new service, plus a cutover schedule to minimise downtime. The key is planning acceptance tests and rollback options.
• What do we need to prepare for installation from an IT perspective (network, routers, bandwidth)?

  You’ll typically need to confirm bandwidth, latency/jitter expectations, QoS settings, and firewall/NAT behaviour for voice traffic. Device compatibility and extension mapping should also be validated before provisioning.
• Will the system integrate with our CRM and collaboration tools (e.g., Salesforce, HubSpot, Microsoft 365)?

  Most modern setups can integrate for click-to-call, call logging and presence workflows, but the exact approach depends on your chosen platform. Planning should include which fields and user roles need synchronisation.
• What should we test before going live to ensure call quality and correct call routing?

  Test internal and external calls, routing by department/extension, voicemail and auto attendant scenarios, and edge cases like call forwarding and transfers. Validate voice quality indicators and confirm CRM logging behaves as expected.
• What does proactive IT maintenance include beyond fixing incidents?

  It includes preventive reviews, system status analysis, security hardening and recurring tasks to reduce failures. Changes are also documented, along with improvement proposals to prevent downtime.
• Do you offer remote and on-site support across Spain?

  Yes. Remote support is used to resolve most incidents and queries quickly. For cases that require on-site intervention, visits are coordinated based on criticality and service conditions.
• Does it include backups and recovery in case of failures?

  The service includes the configuration of backups and continuity measures, as well as procedures to recover systems when a failure occurs. The goal is to minimise downtime.
• What do the reports look like—initial, monthly and semi-annual?

  An initial assessment is carried out with a status report, and—depending on the model—there are reviews with ongoing reporting. The reports include resolved incidents, recommendations and next steps.
• Do you offer contracts without minimum terms and how is pricing structured?

  You can define options such as a fixed monthly fee, hourly maintenance, or hour bundles, with clear terms for remote support and on-site visits. Pricing is tailored to the size of the environment and its level of criticality.
• What’s included in IT maintenance services in Spain?

  Typically it includes preventive checks, corrective fixes, monitoring support, and maintenance of endpoints, servers, networks, email, and backups. A good provider also delivers reports and ongoing system review to help prevent repeat incidents.
• Do IT maintenance providers offer 24/7 support, and what response times should you expect?

  Some providers offer 24/7 coverage, but many define business-hours support and escalation routes. Ask for explicit response-time targets for server incidents versus other devices, as well as how urgent cases are handled.
• How do providers handle compliance and audit-ready documentation (including GDPR implications)?

  They should maintain action logs, change records, and evidence of security controls such as backups and endpoint protection. GDPR-aware governance focuses on documenting IT actions related to processing and access controls.
• Should we use an ITSM tool or a maintenance management platform, and can providers integrate?

  ITSM-style workflows are common for ticketing, approvals, and service management, while maintenance platforms may focus on asset tracking and maintenance scheduling. Many providers can integrate with your ticketing and monitoring tools to keep data consistent.
• What integrations matter most for IT maintenance?

  Prioritise monitoring and alerting, ticketing/workflow systems, backup status, and operational data exchange (e.g., ERP-related dependencies). The goal is faster diagnosis, consistent records, and reliable reporting.
• What exactly is included in IT maintenance in the Balearic Islands?

  It includes preventive and corrective maintenance, checking equipment and the network, user support, backup management, and cyberprotection measures. The scope is defined by number of devices and criticality.
• Do you offer remote and on-site support in Mallorca, Menorca and Ibiza?

  Yes. Remote support resolves most software incidents, access issues, and performance problems. On-site assistance is used for hardware, physical networking, or deployments that require intervention on site.
• How do you handle urgent incidents and response times?

  They’re prioritised by impact and urgency, following a ticket flow that includes diagnosis, correction and verification. Timings are defined in the SLA of the agreed plan.
• Can you maintain systems and equipment from different manufacturers?

  Yes. We work with typical business environments such as Windows, networks and standard services, integrating security and backup. Compatibility is validated during the initial diagnostic phase.
• How is pricing calculated, and what do you need to prepare a no-obligation quote?

  It’s calculated based on the number of devices, infrastructure type, criticality, and delivery model (remote/on-site). For the quote, we request a basic inventory and the continuity goals.
• What exactly is included in IT technical support for businesses?

  It typically includes incident management, preventive and corrective maintenance, support for devices and networks, and assistance with software and systems. With a managed service, it also adds monitoring, updates, and reporting.
• Do you provide preventive and corrective support for devices and servers?

  Yes. Preventive support aims to detect risks before a failure happens (reviews, monitoring and maintenance). Corrective support comes into play when there’s an incident, with diagnosis, resolution and verification.
• Do they include IT security and data protection?

  A complete IT support offering integrates cybersecurity and business continuity: policies, hardening, monitoring and backups to enable recovery. The goal is to reduce the impact of incidents and protect sensitive information.
• Do they manage licensing and control software-related risks?

  Normally, they review the status of installed software, license compliance, and governance to avoid hidden costs and legal risks. They also recommend regularisation when there are deviations.
• How do you contract the service, and what steps do you follow until it’s resolved?

  We define the scope and delivery model (outsourcing or plan), agree on communication channels and priorities, and then start the cycle: intake, diagnosis, resolution, verification and closure with reporting. For managed services, there are also periodic reviews.
• What does IT support include for holiday homes in the Balearic Islands (remote vs on-site)?

  Remote support typically covers software issues, device configuration and access problems. On-site support covers hardware replacement, network installation, structured cabling, and physical troubleshooting when remote resolution isn’t enough.
• How quickly can you respond to urgent network or Wi‑Fi issues?

  A good provider uses triage to determine whether the problem can be fixed remotely or needs on-site intervention. Managed services are designed to reduce downtime by prioritising incidents that affect connectivity and day-to-day operations.
• Can you help set up and integrate smart home devices so they work reliably while I’m away?

  Yes—smart home support should include planning, setup and integration so the devices stay stable and easy to control. The goal is reliable day-to-day operation, even during periods when the property is unattended.
• Do you offer backup and recovery plans for home and small business systems?

  You should expect cloud-based backup with automatic protection and a recovery-ready approach. This ensures information remains accessible and protected, not only “stored”.
• Do you support clients across Mallorca, Menorca, Ibiza and Formentera with the same service approach?

  A consistent service model should combine remote support with on-site escalation where needed. Coverage should be clear by island and aligned to your property or business requirements.
• Do you install telephone switchboards for businesses in Madrid, and how quickly can you start?

  Yes. We begin with an assessment of your current set-up (existing technology, number of extensions and requirements) and we propose an installation and go-live plan. Timings depend on the scope and technical availability, but we prioritise a well-managed transition to minimise risk.
• Can you keep our existing analogue or IP phones when we migrate to VoIP?

  In many cases, you can keep part of the equipment, especially if you’re planning a hybrid migration or a phased integration. We review compatibility and features to ensure routing and extensions continue working correctly.
• Do you offer parallel hybrid migration to avoid interrupting communications?

  Yes. We design a gradual migration so operations can continue while the new system is validated. The goal is to reduce downtime and confirm how call forwarding, mailboxes and queues behave before going live.
• Does your service include maintenance and repair for already-installed switchboards?

  Yes. We provide preventive and corrective maintenance for analogue, digital, IP and hybrid switchboards, with remote and on-site support in Madrid. This includes diagnostics, updates and fault resolution as agreed under the service scope.
• What information do you need to recommend a PBX and estimate a solution for my business?

  We need details of your current technology, number of extensions and lines, call volume and type, routing requirements (call forwarding, mailboxes, queues), and whether you have multiple sites or distributed teams. Based on that, we design the most suitable option and the implementation plan.
• What’s the difference between managed IT services, co-managed support, and a help desk?

  A help desk focuses on resolving incidents and requests. Managed IT services typically include proactive monitoring, maintenance, and broader IT management. Co-managed support blends your internal IT with an external provider, with clear escalation paths.
• Do business IT support providers offer 24/7 coverage, and how is “unlimited” support handled?

  Some providers offer 24/7 coverage, but it must be defined by ticket categories and SLA targets. “Unlimited” usually means unlimited requests within agreed coverage hours and rules, not unlimited response time for every scenario.
• Is technical support delivered remotely by default, and when is on-site support available?

  Most providers deliver remote-first support for troubleshooting and user/device issues. On-site support is typically reserved for urgent hardware/network work, complex deployments, or cases where remote access is insufficient.
• How do providers manage cybersecurity alongside day-to-day technical support?

  Good providers treat security as continuous operations: endpoint protection, network controls, patching, and risk management. They integrate security checks into the support workflow rather than handling it separately.
• How are data backup and disaster recovery included in business IT support packages?

  Backup should be part of ongoing support: automated backups, encryption, restore procedures, and recovery testing aligned to your continuity needs. Disaster recovery planning should be documented and reviewed as part of the service.
• How long does it take to set up a telephone switchboard in Madrid?

  Timelines depend on the number of extensions, line types, and whether you’re migrating from an existing system. A typical project includes site checks, configuration, testing, and a controlled cutover to minimise disruption.
• Can we keep our current phone numbers when switching to a new PBX?

  In most cases, yes. The key is planning the migration steps and coordinating the changeover so your numbers remain consistent for customers and suppliers.
• Do cloud switchboards work during fibre or power outages, and what’s the backup plan?

  Cloud PBX availability depends on connectivity and power. A proper continuity plan may include backup lines, failover routing and defined behaviour during outages so calls are handled reliably.
• What support is included after installation (training, technical assistance, response times)?

  A complete service should include configuration support, user guidance and ongoing maintenance/repair. Ask for response times, escalation routes, and what “reprogramming” covers when your business changes.
• Can the switchboard integrate with our CRM/ERP and mobile devices?

  Yes, integration is usually possible depending on your CRM/ERP and the voice environment. The provider should confirm supported workflows such as call logging, routing rules and mobile extension access.
• What exactly does an IT maintenance plan for businesses in Collado Villalba include?

  It includes preventive maintenance (reviews, patching and optimisation), corrective maintenance (diagnostics and resolution), and incident management with follow-up. It also covers the security and continuity side according to the plan you sign up for.
• Do you offer a free diagnostic or an initial assessment before booking maintenance?

  We carry out an initial assessment to understand your infrastructure, typical incidents and objectives. Depending on the case, an initial diagnosis may be offered to propose the most suitable plan.
• Does the maintenance include backup configuration (local and/or remote) and failover recovery?

  Yes. We configure backups with retention criteria and, where applicable, remote backups. The goal is to ensure recovery from failures and minimise impact on the business.
• Do you handle virus removal and prevention without needing to wipe/format in most cases?

  We focus on prevention and containment: antivirus/anti-malware, patch management and hardening. In many cases, incidents can be resolved without formatting, prioritising recovery and security.
• Can you help with network issues (WiFi/internet) and network printing as part of the maintenance service?

  Yes. Maintenance can include reviewing and optimising the WiFi network, diagnosing connectivity issues and network printing. Any changes are documented and operational stability is prioritised.
• What activities and steps should an ITIL incident management process include to be effective?

  It should cover detection and logging, categorisation and prioritisation, diagnosis and investigation, escalation, resolution and closure with validation. It’s also advisable to document evidence and apply learning after the incident.
• How is an incident priority (urgency and impact) defined, and how does it relate to the SLA?

  Urgency (time to impact) and impact (scope and service criticality) are combined to assign severity. That severity then determines the SLA target response and resolution times.
• What types of escalation are there (functional and hierarchical), and who should manage follow-up until closure?

  Functional escalation hands the case over to teams with specific expertise; hierarchical escalation moves it up based on criticality or lack of progress. Follow-up should be maintained by the incident owner until closure, even if the responsible team changes.
• What minimum information should each ticket include to speed up diagnosis and improve future resolution?

  It should include the affected service, symptoms, start time, estimated impact, environment, evidence (logs/screenshots), steps already tried, and the requester’s contact details. That reduces triage time and improves closure quality.
• How can automation and AI help reduce resolution time without losing traceability and closure quality?

  They automate triage, probable-cause suggestions, and workaround proposals based on historical data. AI should record decisions and evidence to maintain traceability and ensure validated closure.
• What’s included in IT support for small and medium-sized businesses in Collado Villalba?

  Typically, it includes helpdesk ticket handling, troubleshooting, remote assistance, and on-site support when needed. A good plan also covers security basics such as endpoint protection, backup checks, and patching.
• Do you offer remote support only, or also on-site support?

  Most businesses benefit from remote support as the first line of resolution, with on-site intervention for breakdowns that cannot be fixed remotely. The exact coverage should be defined in your service agreement.
• Can you manage security updates, patching, and endpoint protection as part of the support plan?

  Yes—security and reliability are usually part of managed IT. This includes keeping protection software configured, applying updates, reviewing vulnerabilities, and validating backup and access settings.
• How do you handle ticket response times and escalations?

  A structured workflow should define how tickets are logged, triaged, and escalated. You should receive clear response targets and escalation rules based on incident severity.
• What information do you need to provide an IT support quote or proposal?

  Expect questions about the number of devices and users, server and network setup, current security tools, backup status, and your response needs. An initial audit and inventory help define scope accurately.
• What is the best IT incident management process for IT teams aligned to ITIL and ITSM?

  Use an end-to-end workflow that covers logging and classification, notification and escalation, investigation, resolution, and closure with review. Align severity and SLA targets to business impact, and keep incident records complete for faster diagnosis.
• How do we prioritise incidents to meet SLAs and reduce MTTR?

  Prioritise using severity plus impact and urgency, then map priority to SLA targets and escalation timing. Standardise categorisation and ensure the right teams are engaged early to avoid delays.
• What should be included in an incident record to support faster diagnosis and reporting?

  Include symptoms, affected services and users, timestamps, logs/alerts, impact assessment, actions taken, and links to related incidents or known errors. Complete records improve searchability and reduce rework.
• How can AIOps or machine learning help with incident classification and root-cause analysis?

  AIOps can suggest categories, detect patterns across incidents, and correlate signals from monitoring and service desk data. This speeds up triage and helps teams focus investigation on likely causes.
• What are effective communication and on-call practices during major incidents?

  Define escalation paths, communication channels, and update cadence. Use on-call schedules and clear roles so stakeholders receive consistent status, while technical teams coordinate containment and diagnosis.
• What’s included in an IT maintenance contract for businesses in San Martín de la Vega?

  Includes an initial audit and inventory, preventive maintenance, and corrective support with incident management. Security reviews, antivirus and backup copies are also covered, along with defined response times.
• Do you offer continuous monitoring to act before incidents occur?

  Yes, the approach is proactive: we review the state of the environment and take action where appropriate to reduce failures before they impact the business. The process is backed by support control and traceability.
• Do you have your own technicians, or do you subcontract the service?

  We work as a managed IT services provider (MSP) with an end-to-end service model. The idea is to centralise IT management with a single provider to avoid coordination with third parties.
• How do unlimited support and hourly book packs (with non-expiring hours) work?

  Channels, limits, intervention hours, travel and hourly-pack conditions are documented in the contracted service. Each site visit is confirmed per request.
• Do you handle backups and virus removal as part of the maintenance?

  Yes. As part of the maintenance, backups are reviewed and managed, and protection is strengthened with antivirus. If any incidents occur, they are handled to restore operations safely.
• What exactly is included in IT maintenance for businesses in Barcelona?

  It includes preventive and corrective maintenance for equipment, networks and servers, as well as checking email and printers where applicable. Security is also covered (antivirus, permissions) and backups are verified to reduce the risk of data loss.
• Do you provide both remote and on-site support? When does it make sense to send a technician?

  Remote support resolves most issues with quick diagnosis and system access. A technician is sent when there are hardware faults, changes that require on-site presence, or urgent cases that can’t be solved remotely.
• Do you manage issues with Windows, email, printers and networks from the first point of contact?

  Yes. In the first contact, we carry out a diagnosis and apply the action plan based on the type of issue. We also review the related environment to prevent the problem from recurring or affecting other areas.
• Do you offer protection against viruses and ransomware, as well as automated backups?

  Layered protection is implemented with secure system configuration, antivirus and permission controls. In addition, backups and continuity best practices are used to minimise the impact of ransomware or critical failures.
• How can I request a no-obligation quote, and what information do you need?

  To estimate the scope, we ask for information about the number of devices or users, the type of infrastructure (on-premises servers or cloud) and your support needs. Based on that, we propose the model (hour bundle, fixed monthly hours or flat-rate) and the service level agreements.
• When do I need to reprogram my phone switchboard in Madrid?

  When calls are not coming through, call forwarding doesn’t follow the schedule, or extensions don’t respond as they used to. It’s also needed after operational changes (new sites, team reorganisation, or a transition to VoIP).
• Can you configure the switchboard remotely, or is an on-site technician always required?

  Remote configuration is usually possible if there is secure access and the switchboard supports remote intervention. If there are network or hardware limitations or a need for on-site testing, the on-site option is recommended.
• What problems are commonly fixed with configuration (calls not coming in, call forwarding, extensions)?

  Routing paths, call-forwarding rules, permissions and line status are corrected. The aim is for call flow to work reliably and predictably based on schedules and groups.
• Do you work with Panasonic switchboards as well as VoIP or virtual switchboards?

  Yes, we work with multi-technology environments, including Panasonic switchboards and VoIP or virtual systems when the case requires it. Compatibility depends on the model and on how your system is currently designed.
• What information should I provide so the configuration can be done faster (extensions, handsets, announcements, call forwarding)?

  It’s useful to share the extension and handset plan, the call-forwarding destinations, opening hours, announcements/scripts and the goal of the change. With that information, diagnosis and testing time is reduced.
• What’s included in your IT support package in San Martín de la Vega?

  Typically, it includes helpdesk ticket handling, troubleshooting for end-user devices and business software, and support for connectivity and access issues. Depending on your setup, we also support server-related and general IT incidents with defined response targets.
• Do you offer break-fix support or managed IT contracts?

  We primarily focus on Managed IT support (MSP) to reduce incidents and improve security and continuity. We also offer flexible service formats, and for one-off incidents beyond the standard model, we can provide an additional option.
• How quickly will you respond to an IT support ticket?

  We define response times as 4 working hours for server or general issues, and 8 working hours for other types of assistance. The exact handling depends on the ticket priority and the information provided.
• Can you support both office computers and business software applications?

  Yes. We support business endpoints and the software your team uses, including troubleshooting for errors, access problems and configuration issues. We align our support with the technologies and platforms used in your environment.
• What information do you need to start supporting our business systems?

  We usually start with an inventory and an audit of your IT systems and equipment, plus details of current issues and critical business workflows. This helps us define security priorities, backup status and the support approach.
• Do you offer a free IT audit before starting the maintenance contract?

  Yes. Onboarding typically begins with an audit of relevant systems such as antivirus, backups, desktops, servers and communications. The goal is to establish a baseline and agree priorities before maintenance begins.
• What’s the difference between preventive and corrective IT maintenance in practice?

  Preventive maintenance focuses on periodic checks and proactive reviews to reduce the likelihood of incidents. Corrective maintenance deals with failures and urgent issues, restoring service and preventing repeat damage.
• Do you include online backups and disaster recovery policies?

  Backups are included as part of the security and continuity scope, alongside backup system configuration and related controls. The provider should also define how continuity is handled and how recovery readiness is maintained.
• Can you provide both remote and on-site support in Barcelona?

  Yes. A good IT maintenance model supports remote assistance for speed and on-site intervention when needed. The exact balance depends on your assets, risk profile and the agreed service package.
• What maintenance plan should we choose (Remote, Standard, Premium) for our company size?

  Choose based on how many assets you need covered, your urgency profile, and whether you require wider coverage or after-hours options. A tailored proposal should map your needs to SLAs, the support included and the security scope.