FREQUENTLY ASKED QUESTIONS
MANAGED IT
What are Managed IT Services?
Managed IT Services are a suite of services and support designed to professionally maintain an IT network. These include help desk, software, disaster data recovery, network security, monitoring, maintenance, and more. Clients choose managed IT services when they want to outsource some or all of the responsibilities of proactively managing your systems to ensure reliable, secure, and efficient IT systems. Mode5 has evolved our Managed IT Services over the years to include everything a business needs to operate a world-class network and sometimes more!
What is an SLA (Service Level Agreement)?
An SLA is a service level agreement between Mode5 and our clients that defines response times based on the type of support ticket submitted.
What if I need help after-hours? Is there a technician available to help me?
Yes. Mode5 always has a technician on-call, so we can be available to our clients 24 hours a day, 7 days a week.
Does someone have to come to my office to help me, or is support handled remotely?
The vast majority of Mode5 support is done with remote support. This ensures speedy resolution of support requests regardless of where you are located. In the case that onsite help is needed, our team will deploy an on-site technician(s) to assist with your IT support needs.
What if we already have an internal IT Support staff?
Mode5 offers a variety of managed IT service plans and options that can be tailored to the way your business operates. We can be your complete IT department or we can provide services to complement your existing IT team.
Can you recommend and/or purchase hardware?
Yes! We will make hardware recommendations based on your network and business needs. We also setup and install all hardware to your specifications. We also provide 3-year technology roadmaps, so that you won’t be surprised down the road with unplanned expenses.
Can you handle any issues with my network due to one of our vendors?
Mode5 offers vendor management to handle network related issues with software vendors, ISP’s, and even printer manufacturers. We will coordinate support so you can focus on your business.
CLOUD NETWORK
What is a Cloud Network?
A cloud network (or Virtual Private Cloud-VPC) is similar to the network you have on-premises but located in a secure data center. Servers are provisioned and dedicated to you virtually in the cloud. This cloud computing system allows clients to access programs and files securely via their Cloud Desktop.
What is a Cloud Desktop?
Your Cloud Desktop is just like your regular desktop. You have a desktop, task bar, and start menu so you can navigate to your files and applications like you are used to. It is nearly identical to working on a local computer, however it is stored in the secure data center. Work anytime from anywhere and work with the assurance that your data is safe and secure.
Are my applications compatible with Mode5?
Most applications are compatible with Mode5 Cloud, regardless if they are designed for cloud delivery or not. We confirm that each application can be hosted before migration to ensure your environment runs smoothly. Please contact us to learn more about existing applications we support or to discuss compatibility with your applications.
What if my application provider already offers a cloud option?
Some software vendors may offer an existing cloud or hosted solution for your application. We can help you evaluate the benefits of hosting with your software provider, Mode5, or both. We can interface these existing hosted cloud applications into the Mode5 environment, so you can access all of your applications from our Cloud Desktop.
What applications are included with the Mode5 Cloud Network?
Mode5 Cloud Network generally includes Microsoft Office 365 E3 (Outlook, Word, Excel, PowerPoint, Access, One Drive, etc.) in corporate environments. Email is delivered using Microsoft’s Exchange services to provide email, calendar, contact, and task sharing between your staff. Microsoft Exchange will enable syncing between all your devices including mobile phones and tablets.
How do I migrate my existing network to the Mode5 Cloud Network?
Mode5 will migrate your applications, data, and email from your existing network to the Mode5 Cloud. We plan this transition from start to finish, to ensure to a smooth migration. This includes a testing phase, so we can ensure a smooth transition.
How long does it take to migrate my network?
Migration time and planning will vary on the number of applications and amount of data your business stores. Please contact us to get more information on transitioning your network to Mode5.
How do I access the Mode5 Cloud Network?
Mode5 offers the Mode5 Cloud Desktop for your portal to the Mode5 Cloud Network. Your Mode5 Cloud Desktop can be accessed from almost any internet device. This includes PC’s, Macs, iPhones, iPads, and Android devices. Each device offers a full experience to all of your applications and data so you can work from your office or on the go. Please contact us for more information on device compatibility.
How much does Mode5 Cloud Network cost?
Mode5 provides a customized hosted cloud solution for each business based on their particular needs. Pricing varies on your application and data needs for your network size. Our team will help evaluate your overall IT costs and which benefits Mode5 can provide for your business. Please contact us to receive a free cloud report estimate for your network.
Is the Mode5 Cloud the only way I am able to access Microsoft Office 365?
No. If you have internet connection, you can access all of your Microsoft Office 365 applications from www.office.com. Just log in and you can utilize your applications.You can also install Microsoft Office on a laptop in addition to the Office you use in your Cloud Desktop.
If I use Google Drive or Dropbox for all my file sharing, does that mean I have to use One Drive?
No. You are not required to use One Drive for your file sharing needs, however it’s important to be aware that you are putting your shared data at risk by using those file sharing platforms. Since many users are storing their confidential information on personal, unsecured accounts; the risk of hacks from outside sources or past employees is at a higher rate. Placing that information under the security of One Drive, keeps your data safe under the security of your Microsoft Office 365 account.
ADVANCED SECURITY
Is Mode5 Secure Sign-on the same thing as two-factor or two-step authentication ?
Yes. Mode5 Secure Sign-on (also known as two-factor authentication, two-step verification, or multi-factor authentication) is used as an extra step in keeping your data safe by sending you a code to input, when your account is being requested for access.
I already have anti-virus software installed, but it's been a few years since it's been updated. Do I need to update it with Mode5?
Yes. Anti-virus, anti-malware, and anti-spam solutions should be always stay updated and monitored on a regular basis. Mode5 will remove your current anti-virus and install ours during your onboarding.
I have a backup onsite already, so does that mean I also need an offsite backup?
There are several reasons why an offsite backup is necessary. There could be a fire, water leak, ransomware attack or natural disaster that could destroy your servers and backups. While those may be rare, they do happen and data loss like that more often than not results in a business closing their doors.
CLOUD VOICE
What is Cloud Voice?
Mode5 has partnered with Star2Star, an industry leading voice over IP telephone company (VoIP), to offer Mode5 Cloud Voice.
How is the quality of the VoIP calls with Star2Star?
Generally, the quality of calls will be better than your average regular call. Like any phone system, you may be affected by general network delays and interference. Star2Star guarantees 99.999% uptime for calls, to allow for the best VoIP business phone service.
What type of phones does Mode5 Cloud Voice use? Can I still use my current phone?
Mode5 Cloud Voice utilizes market leading VoIP Phones such as Polycom, Cisco, and more. If you have a phone you'd like to keep with Mode5 Cloud Voice, please contact us and we will let you know if the phone will be compatible.
GENERAL
What is a NOC?
A NOC, or Network Operations Center, is a department dedicated to proactive maintenance and monitoring of networks. Mode5’s NOC team carefully monitors and maintains our clients’ network to ensure the network runs smoothly. Mode5 invests more in proactive NOC work than many IT Providers. Our goal is to prevent problems before they happen in the first place.
How do I put in a ticket?
Clients of Mode5 can submit a ticket by filling out the Support Ticket Request from an icon on their desktop or by placing a ticket request through the Client Portal. If you need to speak to a technician immediately or cannot access your desktop, just call us at 757-628-8324, option 2.
How do I request support?
Current clients of Mode5 can submit a ticket by completing our Support Ticket Request form on the Client Portal page. If you need to speak to a technician immediately, you may call our main phone number at 757-628-8324, option 2.
Does Mode5 offer free education or materials?
Yes. In addition to our free educational webinars, Mode5 also offers a free network assessment and a free cloud report to those interested in Mode5’s IT Solutions for their business.
How much does Mode5 cost?
Mode5 provides a customized solution for each business based on their particular needs. Pricing varies on your application and data needs for your network size. Our team will help evaluate your overall IT costs and which benefits Mode5 can provide your business. Please contact us to receive a free estimate for your network.
How long does it take to migrate my network?
Migration time and planning will vary on the number of applications and amount of data your business stores. Please contact us to get more information on transitioning your network to Mode5.
How does Mode5 protect against data loss?
Mode5 does several things to ensure your backups are working in case of a disaster. For on-premises servers with Mode5 Cloud Backup your backups are stored on a local device and then replicated to the Mode5 Data Center. That way your backups are in two different places. Mode5 monitors backups and if a backup failure occurs a support ticket is created on your behalf, so Mode5 can resolve the issue fast. Each month, our clients receive an Executive Summary Report showing the health of their network, including a backup status report.
How do I print from my Cloud Desktop?
With Mode5, you can print to the local printers in your office, right from any cloud computing application. Please contact us for more information about printer compatibility and features.
What devices can be used to access the Mode5 Cloud Network?
Your Mode5 Cloud Desktop can be accessed from almost any internet device. This includes PC’s, Macs, iPhones, iPads, and Android devices. Each device offers a full experience to all of your applications and data so you can work from your office or on the go. Please contact us for more information on device compatibility.
How add I add new users or locations?
With Mode5, adding resources is simply adding more Mode5 Cloud Desktops for your staff. Because your applications and data can be accessed from anywhere, adding new locations for your business is also easy. It takes very little time and we handle it for you.
COMPLIANCE
How does Mode5 work with companies who need to be NIST compliant?
On December 31, 2017; the deadline was set for applicable organizations to comply with NIST (National Institute of Standards and Technology) standards and regulations. Mode5 works with these industries to offer services (i.e. Advanced Security) in order to comply with the FISMA Act.
Does Mode5 help our business stay within HIPAA Regulations?
If an audit is needed within your organization, Mode5 works as a remediation to address technology items identified by the company performing the audit, to help comply with HIPAA Compliance and Regulations.
What does Mode5 do to help apply the ABA Rule 1.6?
In order for law firms to remain compliant with the ABA Rule 1.6 (Confidentiality of Information) c., a lawyer or law firm must "make reasonable efforts to prevent the inadvertent or unauthorized disclosure of, or unauthorized access to, information relating to the representation of a client." This can be done by simply incorporating a Managed IT and Advanced Security solution plan to help prevent the leak of client information.
Questions? If you have any additional questions that you don't see listed here, please contact us or call us at 757-628-8324.
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