Q. What Types of Equipment Are Supported by the IT Help Desk Service?
Our support is limited to the business computers on which our agents are installed. We do not support equipment without our agents, such as home computers or mobile devices. Additionally, we do not support hardware or software that has reached its End of Support (EOS) or End of Life (EOL) as determined by the manufacturer. For instance, a 2012 DELL laptop running Windows 7 is not supported, as it is no longer backed by either DELL or Microsoft. Unsupported equipment poses not only escalation issues but also security risks.
Q. Does This Also Apply to the Server Management and Network Management Services?
Yes, the same principles apply to our Server Management and Network Management services. Equipment that has reached its End of Support (EOS) or End of Life (EOL) presents security risks and often experiences driver compatibility or firmware issues. These systems are not only challenging to manage effectively but also pose potential vulnerabilities, making them unsuitable for our support.
Q. What Happens If There Is a Hardware Failure with a Computer, Server, or Network Device Managed by ONUVO?
ONUVO does not handle hardware repairs. We can perform simple tasks like disk replacements in a disk array as a courtesy included in our management services. For more complex issues like broken screens, water damage, or short circuits, we assist in coordinating diagnostics with the hardware manufacturer under the terms of their warranty or insurance. We strongly recommend that our customers keep their equipment under a manufacturer's warranty or extended support program to cover physical issues that may arise from mishandling, accidents, or natural events.
For network devices, the only exception is for hardware provided by ONUVO under a Hardware as a Service (HaaS) agreement. In such cases, we require our equipment to be placed in a secure area and connected to an uninterruptible power supply (UPS). Issues arising from the normal use of this equipment are covered under our contract and we will handle replacements. Any other types of damage are evaluated on a case-by-case basis.
Q. How Fast Is the Response Time for a Service Call? What Should We Expect?
Service calls are processed as service tickets, each with a unique set of parameters that dictate how it's handled. Variables like Business Impact, Issue Type, Sub-Type, among others, are used to automatically calculate the ticket's Urgency. This Urgency then determines how we proceed based on the Service Level Agreement (SLA) we have with the customer. For details on our typical SLA targets, please refer to our SLA document. According to our latest annual report, we have met our Response SLA 94% of the time, our Resolution SLA 96% of the time, and achieved a Same Day Resolution rate of 89%. As a company, our primary goal is to maintain a Resolution SLA of 95%.
Q. What Happens When Something Cannot Be Resolved Remotely or Via System Tools?
Onsite visits are relatively uncommon for us, occurring approximately once for every 300 tickets. This ratio is somewhat higher during the initial onboarding phase. For issues that require physical presence, we may request initial checks from our Point of Contact (PoC) at the customer's location, such as verifying that the power is on or that no equipment has been damaged. If the customer is within our service area in the Puerto Rico metro region, we can schedule an onsite visit. For customers located outside this area, special arrangements and procedures are negotiated during the contract and onboarding stages.
Q. Are All of ONUVO's Services Billed Monthly?
Yes, all of our managed services are billed on a prepaid basis at the start of each month. Our standard contract terms range from 12 to 36 months. For services that fall outside the regular scope, we issue invoices at the end of the month. For special hardware or license purchases, we require a 50% deposit upfront, with the remaining 50% due upon delivery.
Q. What Happens If the Number of Devices, Users, or Consumption Increases During the Month?
If the number of devices or users increases, billing is automatically adjusted to accommodate the additional licenses required. For backup consumption, it's common for the system to have a reserve allocated to accommodate minor changes. However, if the changes exceed these parameters, additional charges for storage, licenses, or compute time may be incurred.