Frequently asked questions Page 9 of 10

Frequently asked questions — page 9

• What does a telephone switchboard configuration include in Madrid?

  It typically covers call routing design, extension planning, user permissions, and trunk/line integration. For many businesses, it also includes hybrid analog/digital/IP setup and post-install programming support.
• Can we configure a hybrid switchboard (analog/digital + VoIP) without downtime?

  Yes. Hybrid configurations are common when migrating gradually. The key is a continuity-focused plan: staged changes, testing, and clear acceptance criteria before go-live.
• How do we control call traffic and billing after configuration?

  You can implement call traffic management and billing control software to monitor usage and charges. This helps you enforce cost policies and understand call patterns by extension or department.
• Which switchboard type is best for a multi-branch company in Madrid?

  Often, IP/VoIP or hybrid approaches provide better centralised connectivity and mobility. The best choice depends on routing complexity, branch connectivity, and how quickly you want to modernise.
• What’s included exactly in on-site IT maintenance in Arganda del Rey?

  It includes performance and security checks, cleaning and optimisation, software updates, and backup verification. If an issue arises, the fix is handled with traceability and evidence of what was carried out.
• Do you work with PCs and also with Apple Macs for maintenance?

  Yes. The service is adapted to the type of device: condition checks, security, updates and optimisation. For typical hardware or software issues, diagnosis and resolution are carried out as appropriate.
• Do you offer IT maintenance for businesses and sole traders, or only for individuals?

  We provide maintenance for individuals, sole traders and businesses. For business customers, we prioritise operational continuity, managing the IT estate, security, and validating backups with reporting.
• Can I contract maintenance with periodic check-ups, or only when there are incidents?

  You can choose periodic reviews or a more reactive model, but we recommend preventive maintenance to reduce faults and downtime. The option depends on criticality, the number of devices and your objectives.
• Does the maintenance service include remote support and/or repairs as part of the same package?

  Yes. The service can include remote support for issues that can be handled this way, along with on-site interventions when physical assistance is required. The aim is to resolve quickly and keep the system stable.
• What’s included in IT maintenance for a company in Arganda del Rey?

  Typically it includes preventive health checks, patch and security upkeep, monitoring, backup verification and remote support. The exact scope is defined in the maintenance plan and SLA.
• Do you offer remote monitoring and patch management, or only on-site visits?

  Both are available. Remote maintenance covers monitoring, updates and support, while on-site interventions are scheduled within agreed timeframes when needed.
• How do response times and escalation work under a maintenance agreement?

  Response times are defined per incident type (for example, server issues vs other computers). Escalation paths are included so urgent cases reach the right level quickly.
• Can you maintain both Windows PCs and Apple Mac devices?

  Yes. Maintenance can cover mixed environments, including Windows endpoints and Apple Mac devices, with the appropriate tooling and procedures for each platform.
• What do you need from us to start, and how fast can we go live?

  You’ll share an inventory of devices, access requirements and basic network details. After an initial assessment, onboarding can start quickly so the service becomes active within the agreed plan.
• What’s included in an IT Audit Checklist for businesses?

  It covers domains such as security, access, assets, and data, as well as processes, continuity, backups, and monitoring. It also sets evaluation criteria and specifies what evidence to request to validate each control.
• How often should we review logs and alerts during an IT audit?

  It depends on the risk and criticality, but it usually combines periodic review (weekly or monthly) with real-time alerts for critical events. The checklist should state the frequency and who is responsible for reviewing.
• How do I tailor the checklist to my industry and the audit objective?

  Adjust the scope (network, endpoints, cloud, copies, access) and prioritise controls based on the objective: security, efficiency, or compliance. Define specific evidence that demonstrates the control in your context.
• What evidence should we request to validate passwords, backups, and incident response?

  For passwords: policies, configuration, and MFA/password-expiry reports. For backups: restore-test results, retention and storage location. For incidents: procedures, incident logs, and evidence that the response was carried out.
• How do we turn checklist findings into a remediation plan?

  Severity is assigned based on risk and impact, corrective actions, owners, and deadlines are defined, and a verification criterion is set. Finally, closure is documented with evidence.
• What should be included in an IT Audit Checklist for a first-time audit?

  Include scope and objectives, five core control areas, and clear pass/fail criteria. For each item, specify the evidence to collect (policies, configurations, logs, tickets) and the owner responsible for remediation.
• How often should we perform IT audits to stay compliant and reduce cyber risk?

  A common approach is at least annually for baseline assurance, with continuous or quarterly checks for high-risk controls (access, patching, backups). Align frequency to risk, regulatory expectations, and change volume.
• Can this IT Audit Checklist be used for both internal audits and third-party audits?

  Yes, but you must adjust scope, evidence expectations, and contractual requirements. Third-party audits often require stronger proof of control operation and reporting to stakeholders.
• What evidence should we collect to support audit findings in system security and documentation?

  Collect configuration snapshots, access control lists, MFA/endpoint protection status, patch records, and relevant logs. For documentation, include policy versions, approval records, change management tickets, and incident response reports.
• How do we prioritise audit findings into actionable remediation plans?

  Prioritise by risk and business impact: likelihood, severity, exposure, and whether the control is preventive or detective. Then assign owners, define remediation steps, and set realistic deadlines based on dependencies.
• What is the difference between reactive maintenance and preventive maintenance?

  Reactive maintenance addresses failures once they have occurred. Preventive maintenance involves reviewing, updating and optimising in order to reduce incidents, improve stability and identify risks before they impact the business.
• Does it include remote and on-site support, and when is each used?

  Remote support resolves most incidents quickly. On-site support is used when the intervention requires physical access, hardware review, or tasks that can’t be carried out remotely.
• How do you manage backups, and what recovery plan do you offer?

  A backup strategy is defined based on criticality and recovery objectives. In addition, verification criteria and an action plan are put in place to restore services and data in the event of incidents or disasters.
• What security and update guarantees do you apply to protect sensitive data?

  We apply protection measures and ongoing environment reviews, including antivirus and good practices. The aim is to reduce the attack surface and keep systems up to date with risk control.
• How do you start the service: initial diagnosis, inventory, and a monthly plan proposal?

  Onboarding includes an audit and an inventory of the environment to understand the starting point. Based on that information, we propose a monthly plan covering scope, priorities and response times tailored to your infrastructure.
• What is the difference between IT support by the hour and a monthly service with an SLA?

  Hourly support is booked for specific needs or limited-scope projects. A monthly service provides continuity and recurring maintenance, while the SLA adds guaranteed response times and priorities based on criticality.
• Can you handle urgent incidents outside working hours or with high priority?

  That depends on the agreement and the SLA defined. Typically, priorities are set based on criticality and service windows, with technical escalation for cases that impact operations.
• How do you onboard the service, and what information do you need about the environment?

  We start with an environment assessment: systems, network, security, licences and processes. Based on that, we define scope, support channels, priority criteria and the onboarding plan.
• Do you offer remote support, on-site support, or both in Portugal?

  We prioritise remote support by incident severity and provide on-site support as agreed, depending on operational need or the case’s criticality. The model is tailored to the incident and the client’s environment.
• How do you measure support quality (reports, resolution times, follow-up)?

  Quality is measured through ticket traceability, resolution times by priority, resolution rate and follow-up reports. In addition, recurring causes are reviewed to implement preventive improvements.
• How quickly can you respond to an IT Support Pinto incident?

  Response objectives are defined by the agreed contract, incident priority and service hours. On-site timing is confirmed for each request after checking the location, available resource, scope and access.
• What’s included in managed IT support for small and mid-sized businesses?

  Typically it includes helpdesk ticket handling, endpoint support for PCs/laptops and printers, network and email troubleshooting, and onboarding or access guidance. It also includes preventive checks to reduce repeat failures.
• Can you help with network, email, and device troubleshooting?

  Yes. We troubleshoot connectivity and communications issues, support email access and configuration, and handle device-level problems such as performance, security status, and standard software readiness.
• How do you manage security updates, backups, and user access?

  We apply security basics such as patch management, endpoint protection, access control reviews, and backup verification. We also document changes and align settings with agreed requirements and market standards.
• What types of IT support do you offer in Portugal (remote, on-site, helpdesk, phone)?

  We provide ticketed helpdesk and remote assistance. Any local intervention in Portugal is confirmed according to location, available resource, timing, scope and access; escalation paths are defined in the accepted service model.
• Do you provide 24/7 support, and how do response times work for incidents?

  Support coverage is defined by the service model and agreed SLAs, including how urgent incidents are prioritised and escalated. We focus on predictable response expectations aligned to business impact.
• Can you manage our IT as a managed service (MSP) including monitoring, backups, and security?

  Yes. Our managed services combine monitoring and preventive maintenance with security-first support, including backup solutions and continuity considerations. You also receive clear technical reporting after interventions.
• How do you handle onboarding when we switch providers or expand to new sites?

  We start with an IT audit and discovery to map systems, assets, and support needs. Then we align ticket workflows, access, and escalation routes, ensuring continuity during the transition.
• Do you offer preventive maintenance and periodic equipment checks to reduce downtime?

  Yes. Preventive maintenance and periodic system checks help reduce recurring incidents and detect wear early. This is paired with proactive monitoring so issues are addressed before they escalate.
• What exactly is included in the Mantenimiento Informático Alcobendas service for businesses?

  It includes audit and inventory, preventive and corrective maintenance, incident management, and user support. In addition, operational security is addressed with backups, patching, and protection measures.
• Do you provide remote support and on-site assistance in Alcobendas?

  Yes. Remote support is used to resolve most incidents quickly, and on-site assistance is triggered when an in-person intervention is required. The aim is to minimise downtime and waiting times.
• How do you manage response times for urgent situations?

  Prioritisation is based on impact: response times are defined for working hours for servers or general issues, with separate timeframes applying to other types of support. There are also options for specific one-off incidents, under defined conditions.
• Does the maintenance have a limit on hours or on site visits?

  In the Impulso Tecnológico model, it is stated that there is no limit on intervention hours or travel. The service includes unlimited phone, remote and on-site assistance, tailored to the client’s needs.
• Do you manage security, backups, and related infrastructure support?

  Yes. We review the antivirus status, backups, and the environment of servers and communications. The approach is layered security to reduce risk and improve operational continuity.
• What does IT Support Alcobendas include for small and medium businesses?

  It typically includes helpdesk-style support, troubleshooting for endpoints and servers, maintenance tasks, and proactive security checks. You also receive structured reporting and clear escalation when incidents require deeper intervention.
• Do you offer remote support and on-site visits, and how quickly can you respond?

  Support can start remotely through a maintenance system, with on-site assistance when needed. Timeframes are defined by incident type, including fast handling for server breakdowns and defined business-hour targets for other devices.
• Can you manage networks, endpoints, and cloud services as part of one support contract?

  Yes, support can cover core IT areas such as networks, endpoints, and cloud-related administration depending on your environment. The scope is agreed upfront so you know what is included in your contract.
• Do you provide SLAs and an escalation process?

  A good IT Support Alcobendas provider should define SLAs for response and resolution expectations, plus escalation steps. This ensures incidents are handled consistently and communication is predictable.
• How do I request a quote or schedule an initial assessment in Alcobendas?

  You request a tailored budget by sharing your current setup and support needs. An initial assessment helps define device scope, priorities, and the most suitable service model with SLAs.
• What’s included in Soporte IT Barcelona for businesses?

  It includes incident management, user support, preventive and corrective maintenance, and security support (backups, antivirus and access control). The scope is defined in the contract and is delivered with ongoing monitoring.
• How does the SLA work in an IT support service?

  The SLA defines response times and escalation criteria based on severity. That way, you know what to expect in urgent situations and how incidents are handled outside business hours.
• Do you offer remote support, and in which cases is an on-site visit needed?

  Yes, remote support resolves most incidents (users, software, access issues, and diagnostics). An on-site visit is scheduled when the problem requires physical intervention or on-site verification.
• How long does service go-live take?

  It depends on the status of the environment and the information available, but the process usually starts with onboarding and an initial audit to define scope, access and priorities. From there, operations are activated.
• What factors determine the cost of IT support?

  The cost depends on the number of devices or users, the complexity (networks, servers, applications), the response level required, and the scope of security and maintenance. The aim is to align the service with your level of criticality.
• What does an IT maintenance contract for businesses in Las Rozas include?

  It usually includes remote and on-site technical support, preventive maintenance, incident management and updates. The exact scope is defined in the contract (devices, systems, frequency and priorities).
• Do you offer remote and on-site support, and how is each case decided?

  It depends on the type of incident, urgency and whether physical intervention is needed. Many issues are resolved remotely, while others require an on-site visit for diagnosis or replacement.
• Do you carry out preventive maintenance and regular security audits?

  Yes. Preventive maintenance includes inspections, component updates and configuration checks. In terms of security, we review controls and reinforce layers of protection to reduce risks.
• Do you manage backups and data recovery as part of the service?

  The service may include a backup strategy, restore verification and recovery procedures. The goal is to minimise loss and restore operations with the least possible impact.
• How does initial consultancy work, and how is the maintenance plan drawn up?

  We start with an assessment of your environment (devices, systems, incidents and needs) and then define a plan covering scope, cadence, priorities and response criteria. Afterwards, we deliver it and review it to fine-tune it.
• How much does IT support in Barcelona cost for small vs medium businesses?

  Pricing depends on user count, device types, locations, and the required SLA coverage. Small businesses often start with a fixed-price managed helpdesk, while medium businesses typically add server, security and escalation scope.
• Do you provide remote IT support, on-site support, or both?

  Remote support is available within the agreed scope. Each on-site intervention is confirmed according to location, available local resource or partner, timing, scope and access.
• What SLA response times can we expect for critical incidents?

  Critical incidents are handled using severity levels with defined response targets. The exact windows depend on your service model, but the goal is faster response for server issues and business-impact events.
• How do you handle escalation when first-level support can’t resolve an issue?

  When first-line triage cannot resolve, the ticket is escalated to the relevant technical team with context and evidence. Closure is only confirmed after the resolution is verified.
• What information do you need from our company to prepare an IT support quote?

  We typically need details on users and devices, locations, current systems (endpoints, servers and communications), security and backup setup, and your preferred support model and SLA expectations.
• What does IT Support Las Rozas de Madrid typically include for SMEs?

  It usually covers helpdesk and incident resolution for PCs, servers, email, Wi‑Fi and business apps, plus proactive maintenance checks. A solid plan also includes inventory, a review of the security posture and backup verification.
• What are your response and resolution times (SLAs) for incidents?

  A proper SLA defines response windows by incident type (for example, server breakdowns vs other computer issues). You should confirm the exact targets during quotation based on your environment.
• Can you manage hardware maintenance and ongoing system operations as part of support?

  Yes, support can include hardware maintenance coordination and ongoing operations such as monitoring, maintenance checks and troubleshooting across the infrastructure. The scope depends on the contract model you select.
• How does onboarding work, and what reporting will we receive each week or month?

  Onboarding typically starts with an audit and a maintained inventory, then moves into ticket-based support with documented actions. Reporting is provided after interventions and can be structured to match your preferred cadence.
• What does monthly maintenance for businesses in A Coruña include, and how is the scope measured?

  It includes remote support, preventive check-ups, incident management and defined maintenance actions. The scope is measured using an SLA, ticket traceability and evidence of reviews according to the agreed schedule.
• Do you offer corrective and preventive maintenance under the same contract, or are they separate options?

  They are usually combined under the same monthly contract to streamline operations: preventive maintenance to reduce incidents and corrective maintenance to resolve them with prioritisation. The exact details are defined in the service agreement.
• Does it include backups, and how do you handle recovery in case of failures?

  Yes: backups are implemented and managed with retention and verification policies. In addition, restore testing is included to ensure recovery works when needed.
• Can you handle incidents remotely, and when is an on-site visit required?

  Most incidents are resolved through remote assistance to reduce downtime. On-site visits are reserved for hardware, deployments, network incidents or tasks that require physical intervention.
• Do you work with professional Wi‑Fi networks, printers and connectivity between offices?

  Yes. We manage professional networks and Wi‑Fi, connectivity between sites and support related to printers and infrastructure services. The scope is defined based on the customer’s inventory and environment.
• What’s included in proactive IT maintenance for businesses in San Fernando de Henares?

  It includes periodic reviews, software updating and patch management, security checks, performance optimisation, and stability testing. The aim is to reduce incidents before they affect day-to-day operations.
• Do you offer remote support, and when would it be escalated to an on-site visit?

  Yes, remote support resolves most incidents using secure access and rapid diagnostics. If there are physical components, infrastructure changes, or tasks that require on-site presence, it will be escalated to an in-person visit.
• How do you manage backups and ensure that data can be restored?

  We define backup, retention and scope policies, and we carry out recovery verification to confirm that data restores correctly. This ensures continuity in the event of failures or incidents.
• How quickly can you respond to an incident (response time and estimated resolution)?

  The time depends on the incident’s severity and type, and is defined in the service SLA. In general, we prioritise remote resolution and escalate on-site when necessary.
• Can I request an initial audit or a no-obligation quote, and what information do I need to provide?

  Yes. To prepare the quote, we normally ask for information about your IT estate, the systems in use, number of users, security needs, and continuity objectives. From that, we define the scope and plan.
• How quickly can you respond to an IT incident in A Coruña?

  We operate with fixed Service Level Agreements that set response targets for standard requests and faster response for critical server issues. Escalation is managed through a clear priority process.
• Do you offer remote support only, or do you also schedule on-site visits?

  We provide remote support for most software issues, access problems, and many performance-related concerns. Each on-site visit is confirmed according to location, available resource, timing, scope and access.
• What’s included in your monthly IT Support package?

  Monthly packages typically include helpdesk ticket handling, proactive monitoring, maintenance activities (patching and backups), and defined escalation paths. The exact scope is tailored to your device count and critical systems.
• Do you provide SLAs and an escalation process for critical issues?

  Yes. SLAs define response commitments, and critical incidents follow an escalation path to ensure faster resolution and tighter communication. Coverage hours are agreed during onboarding.
• How can we request a quote and what information do you need from us?

  You can request a quote by sharing the approximate number of computers, your key systems (servers, email, network) and your current pain points. We then propose the right remote/on-site balance and package scope.
• What’s the difference between managed IT support and break-fix?

  Managed IT support includes proactive maintenance, monitoring, and planned improvements, not just repairs. Break-fix focuses on fixing issues when they occur, which can increase downtime and security risk.
• Can IT Support in San Fernando de Henares include remote and on-site help?

  Yes. A strong provider combines remote assistance for speed with on-site visits when physical access is required. This reduces disruption while keeping response times practical.
• How do you reduce security risk for business networks?

  We use defence-in-depth: firewalls, endpoint protection, secure email/web filtering, and safe remote access. Patch management and vulnerability handling help close gaps before they become incidents.
• Do you support migrations such as office moves or network changes?

  Yes. IT support can include planning and execution for office moves, network migrations, and system upgrades. The goal is to minimise downtime and ensure a controlled transition.
• Do you offer remote and on-site IT support in Madrid for businesses?

  Yes. We offer remote support for day-to-day incidents and on-site support when physical intervention is required, especially for servers or operations that cannot be resolved remotely.
• What’s included in IT support: repair, installation/configuration and preventive maintenance?

  It includes repair and assistance, installation and configuration of hardware and software, and preventive maintenance with audits and reviews to reduce incidents and improve the environment’s stability.
• Do you work with hour bundles or an annual service?

  We work with hour-bundle agreements and also with an annual service that focuses on prevention. The model adapts to the size of your environment and the level of support your business needs.
• How are incidents handled outside office hours and on public holidays?

  This depends on the contracted model and the service level agreement. In the commercial proposal, we specify the attention conditions, coverage, and any surcharges if applicable.
• Can you help with cybersecurity as part of your IT support?

  Yes. We include system clean-up, malware protection and hardening, as well as reviewing backups and continuity measures to minimise the impact of incidents.
• What exactly is included in IT maintenance for businesses in Almería?

  It includes an initial audit, an equipment inventory, area-based reviews (workstations, networks and security), remote and on-site support depending on severity, and incident management with reporting.
• Do you work with both PCs and Macs, as well as networks and Wi‑Fi?

  Yes. The plan includes support for end-user devices and the administration of networks and Wi‑Fi connectivity, with diagnosis and adjustments to keep performance high.
• Can you manage backups and data recovery as part of the plan?

  Yes. Backups are configured and recovery practices are established to minimise the impact of failures or loss of information.
• Does the maintenance include IT security and protection protocols?

  Yes. System security configurations are applied, alongside antivirus protection and best practices to reduce risks, in addition to access controls and permissions.