Frequently Asked Questions

• What is your current staff comprised of?

• How long has your staff been with the company?

• How are systems installed by your company set up so that your technicians can rapidly and effectively take care of our problems when servicing our system?

• What kind of documentation are we provided with at completion of the system setup?

• Can you provide us with a confidentiality document?

• Do all of your employees fill out confidentiality agreements with your company?

• What kinds of errors and omissions insurance does your agency carry?

• How many systems is your company currently servicing?

• Can you send me a list of those companies?  If we are to contact this list of companies, how many would give you a good recommendation?

• Can we contact them for references?

• What is each of your customer's retention rates on the list of references?

• How would your installation happen?  What are the steps and procedures to be
  followed?  What would the disruption be to our facility?

• What would your time frame be for ordering and installing the system?

• What would be your procedure for ridding of old data files to eliminate transferring
  unneeded files to the new server/system?

• What is your hourly charge?

• Is there live phone service?

• Are monthly maintenance contracts available vs. as needed service?

• What does your company currently do with telecommunications?

• What does your company currently do with internet (e-mail, website design)?

• Has your company worked with GPS or mobile off-site reporting?

• How long has your company been a registered business?

• Does your company hold manufacturer certifications?  If so, at what level?

• Will our company have a dedicated technician for support and repairs?

• Does your company provide remote connectivity for response to some problems?

1. What is your current staff comprised of?
   Info-Link employs 25 engineers with over 30 years of combined experience.  Our engineers are Microsoft and Cisco certified and most have at least five years of experience. 

2. How long has your staff been with the company?
   Our average tenure is 4.5 years.  Since 1995 we have retained almost 90% of our staff so our turnover is very light.

3. How are systems installed by your company set up so that your technicians can rapidly and effectively take care of our problems when servicing our system?
   Customers using Info-Link's IT Assurance service have a software platform which installed provides a complete performance history of every pc, switch, or server in your offices.  A centralized PSA or Professional Services Administration database is available for all engineers with security rights to your account to immediately review details of all past trouble tickets and review documentation related to your vertical software or network. 

4. What kind of documentation are we provided with at completion of the system setup?
   Info-Link provides a site manual to all customers upon request. 

5. Can you provide us with a confidentiality document?
   Yes.  Your contract with Info-Link details full confidentiality.  Info-Link supports medical offices, law enforcement agencies, financial services firms.

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6. Do all of your employees fill out confidentiality agreements with your company?
   Yes.  All employees sign a non-disclosure and non-compete agreement which is on file at Info-Link.

7. What kinds of errors and omissions insurance does your agency carry?
   Info-Link carries a $1 million dollar bonded liability insurance package.

8. How many systems is your company currently servicing?
   Info-Link currently services over 3000 pcs and over 400 servers for 45 contracted clients throughout central and east central Ohio.

9. Can you send me a list of those companies?  If we are to contact this list of companies, how many would give you a good recommendation?
   Info-Link can make a list of our contracted customers available.  Recently Info-Link had Dunn and Bradstreet conduct a complete customer service review called a Past Performance Evaluation of which we scored an EXCELLENT rating.

10. Can we contact them for references?
    Info-Link will provide contact information for any customers that have agreed to be contacted on a referral basis.

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11. What is each of your customer's retention rates on the list of references?
    Info-Link is proud to maintain a 95% retention rate.  Many of our customers have been contracted for five years or more. 

12. How would your installation happen?  What are the steps and procedures to be followed?  What would the disruption be to our facility?
    After an initial visit a project manager is assigned.  Then the assigned PM will work with your staff on an implementation schedule.  Once the schedule is agreed to installation is scheduled and implemented.  Once implementation is complete the engineers will review the completed work with you and have you sign a completion form.  Downtime will be minimized and reviewed completely with the PM and the customer. 

13. What would your time frame be for ordering and installing the system?
    Depending on the type of project - once sign off on the project is completed it takes about two-four business days for hardware and software to arrive from our distributor.

14. What would be your procedure for ridding of old data files to eliminate transferring unneeded files to the new server/system?
    Your PM will work out the details where unneeded data is removed.  Generally Info-Link will not remove anything rather our policy is to retain data on removable media for customers and migrate all data that is needed.

15. What is your hourly charge?
    Negotiated contract rates provide a discount but our published hourly rate is $89 per hour.

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16. Is there live phone service?
    Yes.  Info-Link, unlike most companies, do not use an Auto Attendant system.  Every time you call you are taking to a live person.  We also make mobile numbers of key engineers available for each customer.

17. Are monthly maintenance contracts available vs. as needed service?
    Yes.  Info-Link feels that your use of your system and the ongoing availability of that system are just as important as the initial installation.  Info-Link offers two contract formats one which is mostly remote service with emergency onsite response and yet another that is 100% onsite. 

18. What does your company currently do with telecommunications?
    Info-Link currently offers a hosted Cisco solution for Voice Over IP. 

19. What does your company currently do with internet
    (e-mail, website design)?
    Info-Link employs a full time web designer.  We also have a contracted development team that can design online solutions to meet your business needs.  We provided hosted web and e-mail for customers at a reasonable rate.

20. Has your company worked with GPS or mobile off-site reporting?
    Yes.  Info-Link supports a number of Law Enforcement as well as county agencies that employ GPS solutions. 

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21. How long has your company been a registered business?
    Info-Link has been in business since May 1995.

22. Does your company hold manufacturer certifications?  If so, at what level?
    We are a Microsoft Certified Partner, Cisco Partner, Symantec Partner, IBM Premier Partner, Lenovo Authorized Service Provider, Lenovo Premier Partner, Citrix Silver Partner.  In addition Info-Link is a member of the Venturtech Network - a nationwide group of the top 500 value added resellers in the country.

23. Will our company have a dedicated technician for support and repairs?
    Yes. In addition you will have an alternate, an IT Assurance Manager and Project Manager at your disposal.

24. Does your company provide remote connectivity for response to some problems?
    Yes.  Secure remote connectivity is our preferred method when possible due to the timeliness of the solution to get your problem solved as soon as possible.

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