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Frequently Asked Questions - Support365®


A. In the information technology world, a Managed Service Provider is company that provides partially or fully outsourced IT support and management as a service (MaaS).

A. Like with most things, not all Managed Service Providers are created equal. Dataprise has been in business more than 18 years and has successfully supported more than 5,000 unique clients. Our brand of service includes always staying personally connected with the people we serve. And although many of our competitors think it's ok to provide IT support only from a distance, we feel that technology is a full-contact sport. With Dataprise you get a partner on the field with you every step of the way.


Here are some unique differences between our style of service and the majority of other MSPs:


Service Approach: Dataprise MSP quick comparison chart

Other MSPs


IT Support Model
Embedded
(on-site + off-site + tools)
Remote
(primarily off-site + tools)
Alignment
Trusted advisor
Problem minimization
Consulting and Advice Yes
Limited
Supported Technologies Flexible Narrow
Skill sets
Broad based
(deep bench of experts)
Narrow
(cheaper/fewer)
Help Desk
Unlimited with escalations
Unlimited with escalations
Pricing
Fee + Options + Flexibility
(less expensive)
Fee only
(more expensive)


A. We designed our unique Support365® plans to either supplement your existing IT staff or provide a complete turnkey outsourced IT service solution. We make it easier than ever to budget for, manage and understand your IT support services. Select one of our standard Support365® plans for your business, or we'll work with you to build a custom plan that provides just the services you need. Every plan features a unique combination of high-level on-site (or on-Cloud) support, remote help desk and one or more of our essential Cloud-based managed services for the ultimate in flexibility and protection.

When you select a Support365® plan to support your information technology needs, you can rest assured that your all of your technology needs are covered — from on-site and remote services to network monitoring and emergency on-site response.

If you have a specific IT need, chances are we support it. Here are just a few of the services offered through Dataprise Support365® IT support:

  • Server management services (e-mail, backup, security, database, Web, etc.)
  • Desktop management
  • Network infrastructure management (routers, switches, hubs, cabling, etc.)
  • System administration
  • Hardware support
  • Remote access
  • Security, anti-virus and anti-spyware
  • IT strategic consulting and expert advice

To learn more, contact or call us today at 1-888-519-8111. One of our dedicated representatives will help you select the best plan for your business and industry.

A. The short answer is choice. With every Support365® engagement we provide a high-level technical consultant that will design, manage, and advise you on all your business technology needs. We think it’s extremely important that our primary consultants spend at least some of their time meeting with you on-site and face-to-face on a regular basis – it’s an integral part of how we provide great service. But, we also realize that businesses are moving more and more of their critical infrastructure to Cloud-based providers. So, your primary consultant can also spend time working on-Cloud managing your Cloud-based systems. Finally, we also provide our 24x7 remote technical support help desk where your employees can always reach-out and ask questions about their technical issues and concerns.

A. We offer flexible and affordable two-year, one-year and month-to-month (no commitment) service plan options to meet the different needs of our customers. Your organization will receive the same commitment to great support no matter which option you choose.

Regardless, we offer a convenient “pay-as-you go” policy with no up-front costs or burdensome retainers required (subject to credit approval).

Tip – You can now try us out with no strings attached! Start with a month-to-month pricing option and then switch at any time later to a convenient term. That’s how you can make the most of your IT budget dollars while maximizing flexibility.

A.  Dataprise specializes in providing high quality IT support services to small and medium size businesses.  And each Dataprise Support365® plan is designed for a different range of "seats," or computer/network users. Our standard plans are geared toward organizations with 10 to 250 users, but these can be scaled up or down to accommodate any size business. Larger businesses may want to take advantage of our project consulting and staff augmentation services.

A. For more than 18 years, Dataprise has provided our unique brand of technical support services to thousands of growing businesses. We've learned that organizations benefit the most from personalized, dependable face-to-face service. But by supplementing on-site (and on-Cloud) support with our 24x7 remote Help Desk, customers receive an ideal combination of interactive service and responsiveness.

Too often, businesses wait until a major problem arises before contacting their IT provider — which almost always results in costly emergency repairs and impulsive decisions. Dataprise's proactive IT support — featuring frequent on-site check-ins, ongoing system evaluations, regular consultations and rapid response from certified experts who know your network intimately — is the best way to safeguard your network and keep your business running smoothly.

Our technical services are rooted in our knowledgeable and vastly experienced staff — not gadgets or gimmicks.

A. Nobody likes to pay for services they don’t use. That’s why we show you — right on our website — exactly what you will get and how much it will cost. Based on our experience, we’ve created a range of popular plans packaged for businesses of different sizes. But if we’ve learned one thing from our customers over the years, it’s that people like to have choices. So for businesses that need special or unique services, we offer a wide range of optional add-ons. By being completely transparent, we give you the power to make a fully informed decision. And that’s a win-win for everyone (except maybe our competitors).

A. Have you noticed that other companies — including those that claim they offer fixed price services — don’t reveal their pricing upfront? That’s because they want to sell you a lot of services you don’t need or want. At Dataprise, we believe you shouldn’t pay for things you don’t need. You can choose one of our preconfigured Support365® service plans or you can create a completely customized plan that gives you just the services you want. And you can check out every one of your options — and prices — right now online! Knowing what you get before you sign on will save you heartache and money later.

A. We hear you and our experience counts! Most IT support providers are reactive, which means they spend their time addressing emergencies rather than preventing them. When you hire Dataprise, you get a team of advisors who know your industry — and the latest technologies. Our consultants are trained to provide proactive service and preventative advice.

A. Cloud computing isn’t necessarily for everyone, and we would never push a technology just because it is currently getting a lot of press. In many situations, Cloud computing can reduce the need for expensive hardware upgrades, but it can also present potential risks. If we think a particular technology will save you money or provide a competitive advantage, we’ll discuss its pros and cons with you. That way, you can make the right decision for your business.

Regardless if your business technology is anchored in your office or tethered to the Cloud, your Dataprise technical team will provide you the right on-site (or on-Cloud) advice you need.

A. Unfortunately, no. We have tailored our services specifically to address the needs of businesses with 10 or more people.

A. No problem! Many of our customers have a designated IT support person or in-house IT department to handle day-to-day technical issues and minor network problems. These organizations often count on Dataprise for the most critical IT support functions, such as strategic advice, technical projects, second opinions, IT security and advanced applications support.

A. It's simple: If a technician fails to arrive at your place of business within four hours of your emergency call to our Client Center or if we fail to respond within one hour to a Cloud-based server emergency, we'll credit you the cost of the visit, up to $400. Learn more.

A. Our Client Center is always open, 24 hours a day, 365 days per year. Call us anytime or go on-line by clicking here.

A. Yes, for scheduled on-site visits. For emergency, after-hours or weekend visits, we may assign another one of our certified technical consultants. He or she will be fully briefed on your situation and network before arrival. Occasionally, your primary assigned technical consultant may not be available for regular site visits due to vacation, personal leave, illness or other extenuating circumstances. In these instances, your backup consultant will handle the visit. (All Dataprise customers are assigned a primary and backup technical consultant.)

A. Generally, no. Unlike other IT support providers that always ‘farm-out’ work to technical contractors, we hire and train our own engineers and technical consultants. All of our technical staff members undergo rigorous training and criminal background checks and are required to sign confidentiality agreements to protect our customers' privacy and sensitive information. Because our technical staff is employed directly for us, we can provide a level of quality assurance and accountability that independent contractors cannot. Today, our team of certified technical consultants is over a 170 strong — and still growing! !

A. In many cases, our Help Desk can solve IT problems remotely, without an on-site visit by your assigned technical consultant. This not only saves you time and money, but also allows you to reserve your on-site support hours for more important issues such as strategic consulting, training and projects. Also, we provide private-labeled Help Desk solutions for our customers. Click here to find out more.

A. We can usually meet or beat advertised prices on hardware and software products, and we are always happy to offer unbiased product recommendations. Dataprise never accepts fees or gifts to recommend certain products or brands, so you can be sure our advice will always be objective.

A. You can expect highly competent technical consultants, world-class customer service and a secure, well-run network!

We'll start with an initial kick-off meeting, where you'll meet your assigned primary technical consultant, Dataprise Account Manager and Technical Service Manager. At first, we'll focus on learning all we can about your network environment and understanding any existing technical projects and/or immediate problems. Once your network is stabilized and operating smoothly, we'll shift into an ongoing consulting and proactive support mode.


We primarily provide IT support, IT outsourcing, help desk services, and IT consulting services to businesses in:
  • Washington DC
  • Maryland
  • Virginia
  • New York
  • Philadelphia
  • New Jersey
Dataprise Solution Partners
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