FAQ Page

You will never see any charges outside of the singed contracted invoice unless you sign off on a project quote. We don’t like surprise charges ourselves and will never put our clients through it either.

If the technician can’t fix something remotely, they will schedule an onsite visit at no charge.

As a contracted client, you get one free setup per month. The remainder would be considered a project and you will be quoted for the work

MSPs are managing your network that includes security, daily user tech support needs, updates and upgrades and are not specialized in custom applications. We work with these vendors to make sure the environment is perfect and to help troubleshoot with them. This includes applications such as Accounting, stocks, SAAS (which mostly come with support) and any other specialized/custom program.

For the most part, we service any kind of business that runs on PCs and Macs.

Because you still must make sure your systems are protected with the latest patches and someone is monitoring your network, firewall and making sure all the check boxes are covered. Furthermore, user end training, hiring and terminating IT processes and the daily IT questions users will have in regard to issues ranging from printing, application not working correctly, spyware infections, etc. Additionally, you need to make sure your data is also backed up from your cloud vendor as to have options. Some cloud vendors don’t allow for this and some only allow for manual backups, which vendors like us can schedule. There is also concerns about moves, in-house networking, Wi-Fi, Phones and a host of other services that integrate.

After we get a signed contract, we have a procedure in place that covers the following: 1. Installation of the Remote Management and Monitoring Software (RMM) 2. Client policies set for security updates 3. Client Policies set for AV and Malware scans 4. Client policies set for network monitoring 5. Creation of an IT Hire form 6. Creation of an IT Termination form 7. Creation of a Monthly Maintenance form for tasks such as manual backup verification 8. Network analysis 9. Firmware updates on necessary devices 10. Security analysis to make the infrastructure more secure 11. Network Documentation through Video, photos and documents to share internally with the Mnemonic crew 12. Introduction email to the new client office indicating the new support email address

Yes, we provide one during our initial consultation

Anything outside the scope of what is already mentioned is considered a project. We can quote you per project. Note, nothing is ever billed outside of the contract without you first signing off on the quote.

Our Normal help desk hours are 9 am to 6 pm. After hours tech support is available but is not part of the contract and billed separately. However, as you can find from our references, we usually don’t bill this for rare small incidents. It is actually a very rare occurrence and has to be something drastic that takes up hours or requires a technician to come onsite.

Yes. As part of onboarding we automatically go over a list that will secure you further. We also send periodical emails to all the users in your office warning them off new threats and how to identify them. We highly recommend clients to have a real firewall with a maintenance for software/firmware updates to protect themselves better in addition to a web content filtering to manage the users surfing habits. Though we don’t enforce these, they are recommended and offered at a yearly cost.

The prices in the VoIP industry has continued to drop as the features have rapidly evolved and increased. No one can say if it will continue to do this, but you are not just moving for cost savings, but to stay up with the new phone technology. If you are happy with your existing phone system and really don’t care about the host of new features, then it is purely your choice. We don’t want you to lose on a good deal, especially if you are not interested in the benefits listed. However, you might want to check on your existing contract and see if there are any unforeseen changes coming up to help you make up your mind more clearly.

First, remember, there is a setup and migration cost. After that, then you are moved to a solid monthly predictable cost. You get charged for: 1. Number of lines, usually each priced at a set cost per the chosen package 2. Your internet broadband which you are already using or in some cases get an additional one dedicated to the VoIP 3. Additional features you may have added, such as Faxing, 800 numbers, additional numbers, voicemail to texts, etc. (Some of these are included in the packages you choose from in step 1) 4. Taxes (an estimate should be provided by the VoIP provider)

If you own an old landline phone system, you probably have these big devices mounted onto a wall somewhere in a closet in or around your office and as your office manager can tell you, they cost quite a bit to purchase and install. The hosted system solutions now migrate that to the vendor directly, so you are using them as the central brain. It is basically a cloud solution. These are basically the brain of your phone system. Frequently referred to as a Centerex or a Virtual PBX or a Hosted PBX. They can free companies from having to invest in the expensive equipment of a complex business phone system, while still enabling the company to utilize telephony features like voicemail, faxing, automated greetings, touchtone menus, conference calling, calling logs and more.

What is VoIP? If you have ever used an App such as Skype, FaceTime, Google Hangout or a host of other apps that you can do a voice and/or video chat with someone else, then you have utilized VoIP. VoIP technology enables you to make and receive telephone calls over a broadband Internet connection instead of over a traditional phone line.

With VoIP, voice traffic is converted into data packets and transmitted over the public Internet and/or over a private IP network. When you call a landline or cell phone number, the data packets are converted to a regular telephone signal before they reach the party you're calling.

VoIP refers to a basic Internet-based telephony system. Unified communications is more advanced. Among unified communications' many advantages are sophisticated call center features; conferencing that combines voice, data, video and desktop sharing; and presence—the ability to instantly determine the availability of others within your company

For a basic VoIP system, all you need are a broadband Internet connection and a VoIP-enabled phone or a traditional phone connected to an adapter; or a PC or Mac with the VoIP software we install for you. Many businesses are now using VoIP and unified communications on their own private networks. Telephony systems residing on private networks have better security and quality than those that operate strictly over the public Internet. With VoIP or unified communications on a private network, you can prioritize voice over other types of traffic on your network, to ensure the best possible audio quality.

On top of what is stated earlier, there is also 1. Reduced local and long-distance charges 2. One network to manage for both voice and data, instead of two 3. Reduced travel costs--thanks to online conferencing—easy-to-use video calls, and other collaboration tools 4. Easily make adds, moves, and changes to the small business phone system as needed 5. Employees have more ways to stay connected and customers can reach them more easily 6. Take all of your phone system's features with you for use at home, at the office, or on the road 7. Find out how Cisco Unified Communications can help your small business. 8. The systems are usually in multiple locations, so in case of a major disaster, they are replicated to different areas and as long as you have your app on the cell phone and a Wi-Fi or telco connection, you can still work through the same number, while waiting to get back into the office.

Yes, but when was the last time your internet connection went down? If you are in an area where you suffer from this issue, then VoIP Phone system is not for you until you get a better connection. The stability of most internet connection has gone significantly up and we only see random outages for extremely short periods of time. At some clients, we have double lines from different vendors that act as a fail over. Hence, if one fails, then the other kicks in and takes over. We choose to have different vendors; in case the downtime issue is vendor related.

Although there is month to month contracts, real discounts come in through the contracts of one or more years. In some instance, you might even get free phones included in the longer-term contracts when the rebates are available from the vendor and should always ask to see if there is any special offers coming up. After the term of the contract, it will move to a monthly service.

The vendors we work with have full business hour phone support Monday through Friday and even a range of hours on Saturday. But full 24/7/365 support via email and remote support.

The primary reason would be your existing contract. You have to calculate the buyout and the labor cost of migrating to the new system and then look at the long term cost savings. If these costs will be more than the cost of keeping the contract to the end, then it would be to your financial interest to remain to the end, unless there are key features you might need. Feel free to reach out to us and we can try to help you make sense out of this decision maze.

The prices are exactly the same as we work off their offerings you see on their website. The vendors are usually not installers; hence they will hire someone like us to install it for you or utilize your onsite service. If they do offer a service, it will usually be at a higher cost and you should do a cost comparison. We are network consultants and will take into account your computers and phones and design a stable system. If they walk away and you have computer issues, they will have you contact us and since this was not done by us and not covered under Managed Services, there will be a minimum three-hour labor every time, which can add up quickly.

That’s understandable, but remember, sooner or later you will probably not find someone to work on it and have to be shopping on ebay type site to find used replicable parts as the change is happing and frankly well on its way in the US. But, look, hang on until them if you feel you really and truly don’t want to change and love your monthly cost and the old school phone. We get it!

The technology is moving that way and the old phone systems are pretty much harder and harder to obtain, though some do a hybrid version and still for sale. The old POTS (plain old phone systems) have the advantage of working even without an internet connection, but these days the internet connection stability is pretty much 99.9% for most vendors. In the end, it comes down to the balance of feature demand, cost, and availability.