You’ve got questions, we’ve got the answers. We know that partnering with a managed IT services provider is a significant commitment, and you’ll want more information before making the leap. Here are answers to some of the most important questions businesses ask us before partnering with us so you can make an informed decision.

How long does it take to get issues resolved?

Zog’s goal is always getting you and your team up and running as soon as possible. The overwhelming majority of issues are resolved within one business day, and many are resolved with a simple phone call. Of course, technology is complicated, and some issues take more than one day to resolve. Our commitment to our clients is to resolve issues as fast as humanly possible. You can always rest assured that we offer SLA terms that meet or exceed those of our competitors.

What types of training does your staff receive?

Before our engineers even join the team, they endure a rigorous interview process to ensure that they meet our high standards. All candidates are “interviewed to failure” to determine where the limits to their current skill set lies. Once selected as a member of the team, each of our engineers undergoes an intensive month-long training program that brings them up to speed on our process, tools, client base, etc. All our engineers successfully complete this process before they begin supporting clients.

The many certifications our team possess includes:

  • Microsoft Certified Solutions Expert
  • Project Management Professional (PMP)
  • Cisco Certified Network Professional
  • Certified Ethical Hacker
  • ITIL

Are you based in the US? Do you have an off-shore help desk?

We know that perceived language barriers are one of the most challenging issues that companies face when dealing with technology support. Our entire team is based here in the US, speaks fluent English, and is experienced in speaking to business professionals at all levels of technological understanding. Whether you are an IT novice or a seasoned pro, our team will relate and communicate with you at a level with which you are comfortable. We don’t let language barriers or confusing jargon get in the way of outstanding service!

Do you use subcontractors?

The majority of our work is handled by our internal staff. We will, on occasion, subcontract work to local vendors that have passed our certification process. While rare, this is usually to meet a highly specialized client need or deal with a business-critical matter in a remote geography. Be assured, all our partners adhere to the same rigorous standards as the Zog engineering team and have generally been our partners for many years.

Can you help me manage vendors?

Absolutely. As your “External IT Department,” vendor relationship management is a key element of what we do. We help you find, compare, and manage ISPs, application software providers, web designers, digital marketing firms, hardware vendors, cabling and moving companies, and many, many others. Best of all, because we represent so many clients, our scale often allows us to offer you preferred service and pricing!

You are more expensive than some of your competitors. Why is that?

We know that cost is a major factor when deciding how to manage your technology. While our pricing is lower than many of our competitors, we know that there are also cheaper options. Our aim is to provide you with the best value and ROI for your IT dollar. We make tremendous investments in staff and infrastructure so that we can support your business.

The Zog team knows that the cost of downtime or falling behind the curve is high. Our fixed price model allows you the comfort of knowing exactly what your bill is going to be, month in and month out. We often find the pricing models of some of our competition cover you up until a certain point, but bills can explode once tricky issues arise and hours of extra work are needed. With Zog, you are always back up and running with no surprises or costly overage charges.

What types of organizations and industries do you support?

We support companies of all shapes and sizes, ranging from single-office nonprofits to larger manufacturing companies with dozens of sites and hundreds of employees. Our typical engagements are with companies between 10 and 500 computers operating in the nonprofit, manufacturing, engineering, legal, financial services, and healthcare verticals.

Are you able to work with other vendors or my internal staff?

Absolutely. We offer custom engagements that involve simply augmenting your existing IT team with services like after-hours help desk, security audits, backup and disaster recovery, vendor management, hardware procurement, and many others. We form a close relationship with your internal staff and become an extension of your team. Of course, many of our clients prefer to just have us handle all their technology-related needs. It’s completely up to you!

Can you help us future-proof our business?

With technology changing so rapidly, staying ahead of the curve is more important than ever. The good news is that at Zog, our finger is firmly on the pulse of change. From the ramifications of moving to the cloud to the alphabet soup of compliance requirements that companies face (HIPAA, PCI, NIST, etc.) to the explosion in BYOD (bring your own device), we know that your business challenges are evolving daily.

The team at Zog has experience solving all these issues, and, most importantly, tailoring a solution that fits the specific needs and goals of your business. We are here to ensure that your challenges will be met, both today and in the future!

How are you different from every other MSP I receive materials from?

We know that you are probably overwhelmed with the amount of “fix your IT” materials you receive. The managed IT service space is rapidly growing, and many new companies are popping up every day. Zog stands out from this pack in three big ways:

  • We hire better talent and train our staff more, because we know that we are only as strong as our weakest link.
  • We offer a fixed price pricing model that makes it easy for you to plan and budget your IT spending.
  • Lastly, we’ve been around for nearly 20 years helping clients achieve business success.

We’ve seen Y2K, the dotcom bust, the 2008 Financial Crisis, the emergence of the smartphone and tablets in business, and the migration of data to the cloud. One thing that has stood fast in these changing times has been our unwavering commitment to support you, our clients. No matter what the future holds, Zog will be here to ensure that your technology works for your business.

How are you able to offer an all-inclusive package?

We’ve been in the business for over 20 years and we’ve seen a lot of competitors come and many more go. We’ve spent countless hours analyzing our data and that of our competitors to ensure that our pricing package is competitive but still provides our clients the best value while giving them the peace of mind to know that their technology challenges will always be addressed.