Frequently Asked Questions
If you don’t see your question here, contact us and we’ll point you in the right direction.
Services & Fit
What types of businesses do you support?
We specialize in dental practices (solo and multi-location) and also support small professional offices that need reliable IT, security, and backups.
Do you support our dental software (Eaglesoft, Open Dental, Carestream, etc.)?
Yes. We support common dental software environments and the servers/workstations they run on. If you have a unique setup, we’ll confirm compatibility during onboarding.
Can you work with our existing vendors (ISP, phone system, imaging, copier, etc.)?
Yes — we coordinate with vendors so you don’t have to, and we document everything so issues get resolved faster.
Do you offer one-time projects or only monthly plans?
Both. We can do one-time cleanup/projects (security review, network fixes, upgrades), and we also offer ongoing monthly support for proactive monitoring and protection.
Support & Response
How do we request support?
You can submit a ticket by email, call/text, or use our support portal (if enabled for your office). We’ll confirm the best method during onboarding.
Do you offer remote support?
Yes — most issues are handled remotely to minimize disruption. For hardware/network issues, we come onsite as needed.
What’s your typical response time?
We prioritize by severity:
Critical (can’t see patients / server down): immediate triage
High (multiple users affected): same day
Normal (single user / non-urgent): scheduled ASAP
Exact SLAs can be included in your agreement.
Do you offer after-hours support?
Yes for urgent issues. We’ll define expectations and contact methods for emergencies.
Security
What security protections do you provide?
Typically: endpoint protection, patching, monitoring, secure remote access, and security best practices. The exact stack depends on your environment and plan.
Can you help with phishing and email security?
Yes. We can help secure your business email (Google Workspace or Microsoft 365) and improve protection against phishing, account takeover, and spoofing.
Do you help with HIPAA and compliance?
We help you build a practical, defensible security posture (access controls, backups, logging, encryption where appropriate, policies). We’re not a law firm, but we support the technical controls that HIPAA expects.
Backups & Disaster Recovery
Do we really need backups if our software vendor has “cloud” features?
Usually yes. Many “cloud” features aren’t full disaster recovery for your entire practice environment. We design backups around how your practice actually operates.
How often are backups run?
It depends on your needs, but we commonly run frequent backups with daily verification and regular restore testing.
Do you test restores?
Yes. Backups that aren’t tested are just “hope.” We validate that restores work and document the results.
What happens if we get hit by ransomware?
We triage immediately: isolate systems, stop spread, assess damage, and start recovery. The goal is to restore safely and reduce downtime, with clear communication throughout.
Onboarding & Switching Providers
We already have an IT provider. Can you take over smoothly?
Yes. We handle the transition carefully: documentation, access, backup verification, and a staged handoff to reduce risk.
What do you need from us to get started?
Access to key systems (admin accounts, firewall, server, backups, email), plus a short discovery to confirm your software stack and priorities.
How long does onboarding take?
Most small offices can be onboarded in 1–2 weeks depending on access and complexity.
Pricing & Billing
How is pricing structured?
Pricing depends on number of users/devices, servers, locations, and service scope (support + monitoring + security + backups). We’ll give a clear quote after discovery.
Are there contracts?
We can do month-to-month or term agreements depending on the engagement. We’ll keep it straightforward and clearly defined.
Are projects included?
Some improvements are included; larger upgrades (new firewall, server migration, major network rewiring) are typically scoped as a project.
Practical Questions
Can you help us upgrade to Windows 11?
Yes. We check compatibility, schedule it to minimize downtime, and validate key dental apps afterward.
Do you manage printers and scanners?
Yes, including troubleshooting, print queue issues, shared printer setup, and coordination with copier vendors when needed.