Frequently Asked Questions about CyberLogic’s Managed Services

Here are the answers to some of the most common questions about our Managed Services. If you don’t find the answers you’re looking for, please contact us and we’ll gladly assist you.

1. What happens to my bill if I use x number of hours more than usual in any given month?

Nothing. Your monthly bill is based on the number of machines under management, not on the number of hours of support that you require.

2. So if it includes an unlimited number of hours, it must be more expensive than “normal” IT support, right?

Not at all – in fact, over the long term, most of our clients enjoy lower IT Management costs than they did when they were still on the traditional “break-fix” IT support model. What’s more, Managed Services costs are completely predictable, whereas traditional “break-fix” IT support results in highly unpredictable expenses.

3. How can Managed Services help me to save money?

In three ways:

i) Manpower is a significant cost for most companies. The improved productivity you enjoy as a result of our Managed Services will save you money, every day of the month.
ii) Proper management of a network results in longer lifespan of the various systems, so you won’t have to upgrade your systems unnecessarily.
iii) By aligning your IT strategy with the business strategy, your systems will be able to meet the growing needs of the business, so you won’t have to replace or upgrade your systems as frequently.

4. So how does it work?

The principle behind it is that, by managing your network proactively, we can reduce the requirement for reactive manual intervention – so you’ll actually require less reactive support as time goes on, because we’ll be refining the network to the point where there is very little that can actually go wrong. This is good news because it means increased productivity from your staff.

5. Won’t all that maintenance slow the network down while we’re trying to work?

Not at all – in fact, quite the opposite! We perform our network maintenance tasks after hours, during a pre-defined weekly maintenance window that you decide upon. So you’ll never have an annoying slow-down of your machine during work hours. No more prompts, asking you to reboot your machine, etc. It’s all done remotely and out of business hours.

6. What if our network is already working fine?

Most networks that we encounter are actually very far from healthy, though the client often doesn’t realise it. There is a lot that can be done to improve the average network, if you have the right technical skills, the right network management systems and are prepared to spend the time on proactively stabilising the network.

7. But how can you charge a fixed price for unlimited support? What’s the catch?

There is no catch. We know what level of network health is achievable on any given network and we know how many hours of support are needed by a network of that complexity, when it’s properly managed. We can use those ratios to predict how much support you’re likely to need once we stabilise the network.

8. What happens if the number of machines on our network changes? Do we sign a new contract?

No, our contract allows for growth – and shrinkage in your network. The bill is adjusted automatically as new machines are added. When you decide to remove machines, just let us know and we’ll reduce the billing accordingly.

9. What guarantee do we have that you’ll live up to the response times in your SLA?

We offer a money-back guarantee on our SLA. Not only that, but if we fail to live up to our SLA you have the option of cancelling the contract without prejudice.

10. What happens if we try out your service but find that we don’t like it?

We’re confident that you’ll find value in our service. So much so, that we’ll allow you to cancel the contract with no notice at all, within the first three months, if you find our service isn’t up to scratch.