Frequently Asked Questions

Is What IT West Offers the same as an SLA?

SLA stands for Service Level Agreement and yes what IT West offers is the same as an SLA. We try very hard not to use confusing acronyms that are designed to obscure and make our customers feel somehow inferior because they dont know what the term means. Our SLAs are called No Worries Computer Support Plans because that is exactly what they are.

Why should I maintain my network?

It is true you can use computers and not do any maintenance on them at all. Just like you can buy a car and not ever have it serviced. You can go for a very long way before eventually you end up broken down at the side of the road with the inconvenience and cost of having to be towed and have expensive, time consuming repairs done. Your computers and your network are just like that. Regular maintenance and monitoring ensure that your server and your PC's are performing at their optimum all the time. They will respond faster, have less errors and be far less likely to break down just when you need them to be working.

What is the value of changing to managed services style support?

The greatest value for a business owner will most likely be peace of mind. The stress of running any business takes it's toll. By removing the technology headache the business owner is able to concentrate on the important facets of the business such as sales and growth.

To help with calculating the value of our services take advantage of our FREE return on investment calculator. By using the calculator you can get a much better handle on what the return is likely to be in your network.

What is It West all about?

We work with businesses with 5-50+ computers to set up real world, reasonable, affordable, and professional computer networks and internet services. Most of our clients are looking for a few basic things:

• A secure computing environment, where data is protected, viruses are detected, and intruders are kept out.
• An email system which allows employees to send and receive messages at the company's own internet domain name (i.E. yourcompany.com.au)
• An office network which allows printers, files, accounting software, etc. to be shared and which works with the internet and the company's email system.
• A person to call when things don't go right, and the peace of mind that this person will fix the problems quickly.
• The peace of mind of knowing that this aspect of their business is being monitored and managed properly.
• Someone to assist and advise in planning for the use of technology. It is so hard to keep up with what is required these days.
• A reasonable price.

We strive to meet all of these needs and more for our clients.

We will assign a primary support person (a technical specialist) to your account. When not on-site, your technical specialist can be reached by telephoning our office in Dubbo for assistance as needed. You will have the benefit of your own technical specialist when you need him, without having to pay for the times you don't. Your technical specialist will know your site well because no two sites are the same and no two customers have the same needs.

Most of our newer customers are on our fixed-price No Worries Support Plan. These Plans provide for computer and network support for a flat fee that can be budgeted for like rent or insurance.

Which technologies does It West specialise in?

We're a "Microsoft shop", which means we work primarily with Microsoft Windows technologies. These are the same technologies most businesses depend on for their daily needs. We are Microsoft Small Business Specialists which means Microsoft has recognised It West, through experience and knowledge, has the necessary skills to support small business computing systems.

We do not try to push specific technologies or software. If you have an existing setup in place, we will work with what you have, and make recommendations on where improvements can be made. If you are looking for recommendations, we will discuss the pros and cons of several options and leave it to you to make the final decisions.

Macintosh, Unix, and Linux are not our specialties, but we can work to integrate them into your network and have great business partners who can provide support to these systems as needed.

Do you guarantee satisfaction?

Absolutely. If you're not happy with any aspect of our performance, we will make it right. We do ask, however, that you communicate with us openly and honestly so that we can work most effectively with you. To be specific we ask you to put in writing the complaint you have, we ask you to give us one working week to rectify whatever it is. If at the end of that time we have not rectified the problem to your satisfaction then write to us again and we will refund the previous 3 months of No Worries Support fees....no questions asked. Click on the word GUARANTEE to see our full satisfaction guarantee.

How do you charge for your services?

Most newer customers have chosen to work with us on a fixed-price No Worries Support Plan. These Plans provide you with all of the pc and network support you need for a flat monthly fee that can be easily budgeted. This approach allows us to be more proactive and manage your technology to avoid problems. We encourage you to review our No Worries Support options.

We also offer our services on an hourly basis. The hourly arrangement is often called "break/fix", meaning that after it breaks, we fix it. Customers wishing a less reactive service level would be better served with a No Worries Support Plan.

Other services such as web site hosting, email hosting, onsite and offsite backup services are available at separate monthly charges or as part of a No Worries Support Plan.

Any expenses incurred on your behalf will also be billed to you.

Invoices are generated as work is performed and are due within seven days. We do ask that you keep your account current. We accept Visa, Mastercard, and direct debit is possible to our bank account.

How long have you been in business?

We've been serving the region for over 12 years.

Do you have references?

Absolutely. We have several here on the web site and others on request.

Why would I want to hire It West?

It West offers a reasonably priced way to enjoy many of the benefits of today's modern technology without having to hire IT staff to manage it for you. We are committed to customer satisfaction.

More questions? Send them to admin@itwest.biz or visit our contact page.

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