Plexus Communications.com

FAQs

Why does Plexus prefer to sell customers a Support Package?

Simply put, it is in your company's best interest to have a Support Package with a stated Service Level Agreement (SLA) with a support company such as Plexus. The retainer and the SLA guarantee a pre-established commitment of support. If your system goes down, you know that we will be there to support you until the system is back online and you are back in business.

You can also count on saving countless dollars by outsourcing your IT department. No longer will you have to worry about all the overhead associated with additional staff to run your network and system resources.

For how long do I have to commit to a Support Package with Plexus? Can I go month to month?

Yes, you can pay for your support month to month.

What if I want to upgrade or downgrade my support level during the contract?

Not a problem. Part of the Plexus mission is to help our customers save money while ensuring reliable systems so if it looks like you're paying for more service than you need, a Plexus account representative will contact you to discuss a package better suited to your business. Likewise, if your needs too often exceed the hours built in to your Support Package and result in a higher monthly bill, we'll show you how to save money with a more cost effective support plan.

Can I stop my support plan anytime?

Yes. You may begin or stop your support agreement any time you.

Even if I do not have a support agreement with you, can I still rely upon you to come service my equipment at your hourly rate?

Yes. You can count on Plexus to help you with your computer issues at our non-package hourly rate. We consider this an excellent opportunity to demonstrate the value we can bring to your organization, plus we can include a Free On-Site Evaluation of your computer network while we're there.

What makes Plexus different from other network support outsourcing companies?

A Plexus Communications was founded by people with years of experience in IT fields that demand 99.999% ("Five-Nines") up-time for customers and colleagues. From the banking industry to online real estate, thousands of people relied on our systems to be online 24/7/365 no matter what. So, not only do we understand how critical your systems are to you, we are armed with the know-how to make your mission critical systems provide you with Five-Nines.

I have a lot of sensitive data on my network. How do I know I can trust you?

At Plexus we pride ourselves on integrity and make sure that we hire only applicants who pass a rigorous screening including background checks and verification of references. In fact, the Plexus staff is a rather exclusive club as the only way to get hired is to be referred by an existing employee.
Plus, we'll put it in writing. When you sign an agreement with Plexus, we will include a privacy agreement and written guarantee that the data on your network stays on your network.

Are you insured?

Yes. Plexus Communications is insured for over one million dollars with Hartford Insurance so you can sleep at night knowing your network resources are extra safe with us.

Will you be available to assist us in dealing with other vendors in matters affecting our network?

Yes. In fact, Plexus is eager to relieve as much of the network burden as possible from you as possible. A great way to do that is to become the single point of contact between you and the vendors so that you only need to deal with one entity. We will come to you when pivotal decisions must be made, and then we'll make them happen.

What if I need to add new software or hardware?

Not a problem. Plexus has accounts with the leading software and hardware vendors in the country and will work hard to get you exactly what you need and the best price. Additionally, we will ensure that every software or hardware installation is done according to a clear and concise Project Plan to ensure a safe and seamless implementation.

Will I have a dedicated technical representative for my account?

Yes. We recognize that the person with the most intimate knowledge of your environment will be able to provide you with the most efficient level of service. A Plexus support technician will be assigned to your account to care for your environment. We also will engage at least one other technician to work on occasion in tandem with your assigned technician so that no matter what, there is always someone available with expert knowledge of your unique network.

When you say "service equipment," what do you mean?

Like a car, computers must be serviced and maintained routinely to help them perform reliably. Servers in particular should be regularly updated with the latest security patches for the operating system to, among other things, protect against hacker attacks and viruses. The hardware has its own special software, "firmware" that must be updated as well to help your machine stay healthy and available when you expect it to be there.

Also, our technicians check all the log files associated with your machines to keep an eye out for warning signs of trouble and then take corrective action to head off potential crisis. You will quickly understand the benefits of a Support Package with Plexus when you suddenly realize you can't remember the last time your server had a problem.