SME Services - FAQ

Some frequently asked questions and responses are listed below. If you have a question about any of our plans or services please don’t hesitate to contact us.

What software do you support?

IT Nexus supports all Microsoft products and most of the other software products commonly used by small and medium sized organizations. We also support a range of specialized software such as MedTech.

What hardware do you support?

We support any hardware on a limited basis. By this we mean that we do not do hardware repairs. We will however, diagnose hardware problems and work with the hardware manufacturer on your behalf in the case of warranty repairs.

In the case that a piece of hardware is not under warranty we will assist you with purchasing new hardware or in having a hardware repaired by an IT Nexus partner.

What if I don’t have a server?

We have another product called SOHU which is similar but designed for small offices and the home user. For more information, please contact us for a SOHU Business Package.

What do you mean by projects? And why are projects not covered by any subscription plan?

By projects we mean all the tasks required to perform new installations and setups, upgrades, or removal of software and hardware. Projects also include other tasks such as data recovery from failing hard drives, cabling, moving data from one PC to another etc.

Since these tasks are not performed regularly, there is no easy way to forecast its labour value, discount it, and offer it to the client as part of a subscription payment. If we were to forecast and offer this as part of a subscription payment then this is basically charging the client every month for a cost which is not likely to be incurred more than once or twice every 3 years.

Can I get services without any of the subscription plans?

Unfortunately no – this is due to the proactive nature of our services. Our services are managed and delivered with a requirement for Help Desk functionality, the right number of engineers with the right expertise and the ability to perform 24/7 monitoring. This in turn requires proper planning, scheduling, and management which are achievable only through membership and subscription fees.

What if I want somebody to come to my office instead of supporting me over the Internet or phone?

To be able to offer our service at such a low price with a short response time, we must first try to solve all problems over the phone or the Internet. If we are unable to solve the problem, we will send one of our engineers on-site to fix the problem.

I don't have a dedicated Internet connection; can I still be a customer of subscription support?

Not at this time. Our affordable business model requires that we solve most problems over the Internet using remote control software that allows us to work on your computer remotely. If you don't have an Internet connection, we'll be unable to provide an adequate level of service.

Explain the Remote Control service — is my information safe?

It's very safe. We use remote control software that allows us to take control of your computer as if we were sitting right at your desk.

This allows us to do most of our work over the Internet and enables us to offer you the lowest price possible. In order to use the software on your computer, we must obtain your permission each and every time.

We cannot connect to your computer unless you accept a link that we send you each time you want support. That way you can feel safe that we can't do anything to your computer when you aren't watching our every move.

We have a friend that took a couple of computer classes while in college that we call when we want computer help; why shouldn't we just stick with that?

We've found through years of experience that many small businesses use a friend or part-time employee to try to manage their computer systems. However, these people often aren't up to date with the latest technologies or solutions, move on to full time jobs, or are unavailable when you need them. This can cost you in lost productivity and can bring your business to a standstill.

Please contact us to find out more.