How is DuraLogic different from “regular” Computer Guys?
99% of the Computer Guys who service small and medium size businesses “react” to problems and crashes. Their methods for servicing their clients is the same as it was in the 80’s … wait for something to break, get a phone call, jump in their truck, and go to the client site to fix the problem.
DuraLogic has spent the past
few years refining a system and implementing new technology that allows us to completely change this system of service. We continually monitor the business’s network and look for any indications that problems might be starting. Because we are able to
monitor these problems in their early stages, many of the issues can be resolved remotely with little or no downtime experienced by the business.
How does DuraLogic minimize my network’s downtime?
Most small and medium-size businesses run their networks and computers until they break … and then once the systems break, they call their Computer Guys to come fix them. This “Break-Fix” cycle creates unexpected and expensive downtime as the employees sit around and wait for the systems to be fixed.
DuraLogic proactively monitors the network 24/7365. This monitoring allows DuraLogic to predict and prevent many failures on the network. When service is needed, the service call can be scheduled at times that least effect on the employees and the business.
This Proactive Monitoring sounds expensive … is it?
No. For the first number of years, we operated DuraLogic on a Time and Materials basis. But over the last few years we have converted our customers to our “Total Managed Services®” Monitoring and Maintenance Program. Under this program, the annual fees that they are
now paying are very similar to the fees they were paying in the past. The big difference is that their networks are healthier now and they are experiencing less downtime - so the businesses are actually more profitable!
Do I Really Need This Type of Service?
A lot of businesses wonder why they can’t just call the manufacturer for their computer issues. Businesses who have tried this become very frustrated. Most of the time they experience long hold times,
and the outcome is often "passing the buck" to other manufacturers.
DuraLogic will work directly with many of your manufacturers, and has the ability to resolve most of your issues remotely. In the few instances that we can’t, we dispatch a technician to your site for quick resolution of your issue.
What is the typical response time for a support Phone Call or Email?
Our goal is to attend to your issue as soon as possible. For Phone Calls: if you have to leave a voice message, we will get back to you in no more than 15 minutes. For Email: it will be anywhere from 5 minutes to 2 hours, depending on the urgency.
If an on-site visit is required, how long does it take for the technician to arrive?
Depending on the urgency, anywhere from 1 to 4 hours. Some appointments may get scheduled for the next day, if appropriate.
What if a technician needs to make an on-site visit after normal business hours?
This can be arranged, especially if planned for. There will be an extra fee for after-hour work.
What if it takes multiple visits to resolve an issue?
Our technicians will perform their due diligence to complete the task and test their work within one visit - that is our goal. But there are a variety of issues that may require days to determine of the issue is resolved. In either case, we will do our best to keep your downtime to a minimum.
Can a technician remotely control our computers 24/7?
Yes. As long as the computer is powered on, we can get in and perform maintenance duties any time of day. This is often desirable, so that we aren’t interfering with your employees during the work day.
Is the remote monitoring system and/or remote control system secure?
Yes. The system uses encryption and multiple layers of passwords. The technology we use is also used by the United States Department of Defense
- so you can be assured that it is very safe and secure.
Can Linux and Mac systems be monitored?
Yes. Linux computers can be thoroughly monitored. The level of monitoring for Mac’s is limited.
Can remote laptops be monitored?
Yes. As long as the laptop is on the
Internet, it will be monitored and maintained - whether it
is in Minnesota or China!
What are the payment terms for a flat fee plan?
Each month of service is pre-paid 10 days in advance.
Does our company’s network need to meet any minimum requirements to sign up for a flat fee plan?
Yes. Your network must be “Certified” that it is secure and stable. This may require some up-front improvements.
How long does it take to get signed up?
About a week or two. We will first meet with you to determine what plan is best for your organization. If any improvements are required, we will implement them. Once your network is “Certified”, then you can start on a plan.
Does DuraLogic have solutions that meet the new government regulations regarding the archiving of Email for the “Electronic Discovery Rule”?
Yes.
How do we keep our employees from surfing inappropriate web sites?
We have solutions that will keep your employees productive and off of recreational web sites. These solutions can also keep employees from going to web sites that could create legal liabilities for company ownership (porn, etc…).
1043 Grand Ave #206, St. Paul, MN 55105 Phone 651.204.7222 Copyright © 1996-2007, DuraLogic, Inc. All Rights Reserved. 
