Frequently Asked Questions
FAQ
Find clear, concise answers to common inquiries regarding our managed IT services, cybersecurity solutions, and local support model. We are dedicated to providing the transparency Marion businesses need to thrive.
General Questions
Who does Computer Solutions serve?
We proudly serve local businesses in and around Marion, VA, and throughout the surrounding Southwest Virginia region. We specialize in providing enterprise-grade technology management for small and medium-sized organizations that require mission-critical reliability.
What are your standard support hours?
Our standard operating and help desk hours are Monday through Friday, 8:00 AM to 6:00 PM. We are committed to industry-leading response times to ensure your technical hurdles are resolved quickly within your primary work day.
Do you offer 24/7 emergency support?
Yes. We understand that technical failures do not follow a schedule. For mission-critical issues that affect your core business operations, we provide 24/7 emergency support to ensure downtime is minimized regardless of the hour.
Are we locked into long-term contracts?
We offer both flexible month-to-month arrangements and comprehensive long-term strategic contracts. We believe in earning your trust daily, and we tailor our engagement models to align with your organization’s unique growth path and budgetary needs.
How does the onboarding process work?
We utilize a clinical 3-step onboarding workflow: 1) A deep-dive system audit to map your existing infrastructure, 2) Immediate stabilization through security patching and performance optimization, and 3) Deployment of our proactive 24/7 monitoring tools for continuous management.
How do you handle billing and payments?
Billing is streamlined for your convenience. We typically invoice on a monthly or quarterly cycle via secure electronic payment, ensuring predictable cash flow for your business without the paperwork headache.
Can we adjust our service level as our business grows?
Yes. Our contracts are designed for maximum flexibility. Whether you are adding new employees in Marion or expanding to new locations, we can scale your support and licensing plans up or down with a simple 30-day notice.
Do you help with long-term IT budgeting?
Absolutely. Part of our strategic management includes annual technology reviews. We help you forecast hardware replacement cycles and software upgrades, so you’re never surprised by unexpected capital expenses.
Do you manage our other technology vendors?
We act as your single point of contact. We handle the technical coordination with your ISP, cloud providers, and line-of-business software vendors, saving you from being stuck in the middle of frustrated support calls.
What hardware should our small business invest in?
We recommend business-class hardware from proven vendors like Dell and HP. While consumer-grade gear is tempting, enterprise-grade hardware offers the reliability, performance, and warranty support required for professional office operations.
How do you manage our software procurement and licenses?
We handle the sourcing, licensing, and installation of your core software stack. From Microsoft 365 to industry-specific productivity tools, we ensure you have the right licenses and that they are kept secure and up-to-date automatically.
Do you perform on-site visits to our Marion office?
Yes. While we solve 90% of issues remotely, we schedule regular on-site visits for physical maintenance and strategic check-ins. For hardware installs or local network issues in the Marion area, we are typically on-site within 24 hours.
Managed IT Services
What exactly is Managed IT?
It's like having a full-time IT department without the internal overhead. We manage everything from software updates to network health, ensuring your business stays operational and optimized.
How does proactive monitoring help my business?
Instead of waiting for tech failures, we monitor your systems 24/7 to catch and resolve issues before they disrupt your work, maintaining peak productivity for your team.
What is the typical onboarding timeline?
Onboarding for a Marion-based business typically spans 3-6 weeks. This includes a full site survey, documentation of all credentials, deployment of monitoring agents, and a security baseline alignment to ensure seamless transition.
What hardware and software brands do you recommend?
We recommend enterprise-grade hardware from Dell, HP, and Lenovo. For local Southwest Virginia businesses, we advise standardized workstations with 5-year warranties to ensure uptime is never compromised by aging parts.
How is your pricing and billing structured?
Pricing is structured as a predictable flat monthly fee based on user and device count. This allows Marion business owners to budget accurately without worrying about hourly overages during a technical crisis.
IT Support
What are your standard response times?
We prioritize critical system failures with rapid-response service levels. Our goal is always to address issues as they arise to ensure your business continuity remains intact.
Do you provide both remote and on-site support?
Yes. While most technical issues are resolved via remote access, we are always ready for on-site assistance in Marion when hardware needs hands-on care.
What are your response times and SLAs?
We define Critical (Server down) as a 1-hour response, Urgent (Department down) as 2-4 hours, and Routine (Individual software issues) as 8 hours. Our Marion help desk consistently beats these targets.
What’s included or excluded in standard support?
Support includes maintenance, user requests, and patch management. Excluded are major projects like site relocations, new server installations, or hardware procurement costs, which are quoted separately.
What are your typical contract terms?
We offer flexible agreements from month-to-month terms to multi-year strategic contracts. We believe in earning your business daily through performance rather than through restrictive long-term legal locks.
Cybersecurity & Compliance
How do you manage cyber risk?
We deploy enterprise-grade security layers, including advanced firewalls, endpoint detection, and proactive threat hunting to eliminate vulnerabilities before attackers can exploit them.
Can you help us meet industry compliance standards?
Absolutely. We align your IT infrastructure with frameworks like HIPAA and PCI-DSS, ensuring your Southwest Virginia business meets every legal and industry data reporting requirement.
What are your Multi-Factor Authentication requirements?
MFA is non-negotiable for all email and remote access systems we manage. It is the single most effective way to prevent account takeovers and secure your company's sensitive digital footprint.
Do you provide cybersecurity training for staff?
Yes. Included in our security stack is ongoing employee awareness training. We perform simulated phishing tests to identify vulnerabilities in your staff's cyber hygiene and provide micro-learning modules to correct them.
What are our security and compliance responsibilities?
Security is a partnership. We manage the technical guardrails (firewalls, anti-virus), but business owners in Marion are responsible for internal policies like password confidentiality and ensuring physically restricted access to servers.
Backup & Disaster Recovery
How safe is my business data?
We utilize redundant back-up systems that store encrypted copies of your data locally and in secure, off-site cloud data centers, ensuring protection against any physical catastrophe in the Marion area.
What is the recovery time in case of a server fail?
With our compliance-ready recovery protocols, we can restore your mission-critical operations in hours, minimizing downtime and keeping your Southwest Virginia business resilient.
What is your backup and testing frequency?
We don't just back up; we test. We perform automated daily boot verification of server images and quarterly full-restore simulations to ensure your business can actually recover data when needed.
How do you handle vendor management?
We act as your technical liaison. If your internet goes down or your software glitches, our Marion team calls the vendor on your behalf, navigating complex support menus so you can stay focused on your business.
What are your employee exit protocols?
When an employee leaves, we offer immediate lockdown. This includes killing active sessions, resetting passwords, and wiping company data from mobile devices, ensuring your proprietary Marion business data remains secure.
Still Have Questions?
Our local team in Marion is here to provide the IT solutions your business needs. Reach out today to discuss your managed IT services, cybersecurity, or compliance requirements with an expert technician.