FREQUENTLY ASKED QUESTIONS
Frequently Asked Questions – Dedicated to addressing all your inquiries related to IT problems and providing comprehensive information about ICT WEB related policies and principles. On our Frequently Asked Questions page, you’ll find answers to a wide range of frequently asked questions concerning technology issues, ensuring you have the resources and knowledge you need to navigate the digital landscape effectively. Whether you’re seeking guidance on troubleshooting common IT problems or looking to gain a deeper understanding of our web-related policies, this is your go-to resource.
THE ICT WEB FAQ
Cybersecurity Services – Some of the cyber security services offered include:
- Firewall Management: The installation, maintenance, and monitoring of firewalls to protect against network-based attacks.
- Intrusion Detection and Prevention: Monitoring of a network for signs of unauthorized access and taking appropriate measures to prevent it.
- Threat Intelligence: Collection, analysis, and dissemination of information about current and potential threats to an organization’s security.
- Vulnerability Scanning and Management: Identification and remediation of vulnerabilities in an organization’s systems, applications, and networks.
- Penetration Testing: Simulated attacks on an organization’s systems to identify vulnerabilities and assess the organization’s overall security posture.
- Data Loss Prevention: Protecting sensitive data from being lost, stolen, or misused.
- Endpoint Security: Protection of an organization’s computers, laptops, and other endpoints from threats.
- Disaster Recovery and Business Continuity Planning: Ensuring that an organization can continue operations in the event of a disaster or interruption.
- Security Awareness Training: Education and training of employees on how to recognize and respond to potential security threats.
Managed IT Services – With THE ICT WEB, clients can enjoy peace of mind knowing that their IT systems are monitored, managed, supported, and secured for a fixed, budget-friendly monthly cost. Our team handles all the technical aspects, while an in-house IT resource is in charge of user help desk and support. To facilitate this process, We provide in-house IT with access to the leading Professional Services Automation and Ticketing platforms in the industry such as Jira & ServiceNow .
Custom Software Development Services
These services can be provided individually or as part of a comprehensive custom software development solution.
- Requirements Gathering: Understanding the client’s needs and defining the scope of the project.
- Architecture Design: Defining the overall design and structure of the software system.
- Prototyping: Creating a functional model of the software to demonstrate its functionality and validate the requirements.
- Development: Building the software to meet the specified requirements and design.
- Testing: Validating the software to ensure it meets the specified requirements and is free of defects.
- Deployment: Installing the software into a live environment and making it available to users.
- Maintenance and Support: Providing ongoing maintenance and support to ensure the software continues to function as intended.
- User Experience Design: Ensuring that the software is user-friendly and meets the needs of its intended users.
- Integration with Other Systems: Integrating the software with other systems to ensure it functions as intended in a real-world environment.
THE ICT WEB offers flexible and customizable support hours for clients with unique requirements. Our 24/7/365 coverage and monitoring of all IT systems ensures that we are always available to address any critical issues that may arise. However, for non-critical matters, our user help desk support is available from 8 am to 6 pm, Monday to Friday. For companies that need user support beyond these standard hours, we have tailored plans to meet their specific needs.
The goal of on boarding is to ensure a seamless transition to ICT WEB services, with minimal disruption to your business operations. Our team will work closely with you to understand your unique needs and requirements, and to develop a tailored solution that meets your specific goals and objectives. The outcome of on boarding is a comprehensive IT solution that supports the growth and success of your business.
On boarding is a very comprehensive process and includes:
- The investment of 60 to 120 hours over 60-90 days
- An executive kick-off meeting with several site visits and interviews
- The engagement of engineers and project managers
- Coordination of the transition with your existing vendors
- Documentation of all IT systems and users with a 100-point punch list
- The creation of new hire/exit checklists
- The deployment of management tools and the migration of data and mailboxes
- Delivery of a security assessment and implementation of MFA
- Introduction of the service and user orientation training on our support platform
These core and adjustable services offered by THE ICT WEB are designed to provide customized IT solutions to meet the specific needs of each client. The core services provide a foundation for all clients and include account management, client management tools, vendor technical assistance, procurement services, and network management.
The adjustable services are based on specific quantities and can be adjusted as needed, such as cloud management, server management, workstation management, technical support, email protection, vCIO, data backup, and Microsoft 365. These services are flexible and can be scaled up or down as the client’s needs change over time. The goal is to provide cost-effective and comprehensive IT solutions that help clients improve their performance, lower risk, and advance their digital transformation.
ICT WEB prioritizes efficient and effective IT support for its clients. We work with organizations that understand the importance of adhering to industry standards and best practices for the design and management of their technology systems. This approach enables our clients to benefit from technology that optimizes their business operations, freeing up their time and resources to focus on growth.
Our support model is designed for quick resolution, with all users having direct access to assistance. This eliminates bottlenecks and provides us with valuable data and insights to improve our services and identify any training needs.
Our Service Level Agreement classifies all client requests as P1, P2, P3, or P4, prioritizing the response time accordingly. A major server or cloud application outage is a P1, while a password reset is a P4. To further enhance our responsiveness, we offer a self-service password solution, eliminating the need for clients to open a support ticket.
Investing in our process over time leads to an accumulation of quality and responsiveness, similar to the concept of compound interest. On the other hand, neglecting to invest or starting late can make it difficult to achieve maximum responsiveness. It’s important to note that a distressed IT environment with outdated and non-standard equipment, along with a lack of adherence to support protocols, may make it challenging to guarantee maximum responsiveness.
These certifications demonstrate the expertise and technical proficiency of the IT professionals at THE ICT WEB They are evidence of the high level of knowledge and experience they bring to the table when serving clients. Having a team of IT professionals with these certifications helps ensure that the services delivered to meet the highest standards and are in line with industry best practices.
- ITIL (Information Technology Infrastructure Library)
- Certified Ethical Hacker
- Certified Information Systems Security Professional (CISSP)
- Cisco Certified Network Associate (CCNA)
- Cisco Certified Network Associate Security (CCNA Security)
- Lean Six Sigma Yellow Belt
- Certified Information Security Manager (CISM)
- Microsoft Certified System Engineer (MCSE)
- Certified Information Systems Auditor (CISA)
- PMP (Project Management Professional)
Our experts possess a wide range of skills, enabling us to offer our customers the best solutions to achieve their goals. The basic ICT WEB is .NET development and blockchain; we also work with C#, ASP.NET Core/MVC, Xamarin, Angular/Angular.JS, React/React.JS, Node.JS, and WPF.
By outsourcing your IT support to us, you free up your own time and resources to focus on your core business. This can lead to increased efficiency and profitability, as well as reduced stress and frustration.
Our team of experienced technicians and engineers can provide a wide range of services, including hardware and software support, network management, security, and cloud solutions. We stay up-to-date with the latest technology and are equipped to handle any issue that arises.
We also offer customized IT solutions that are tailored to meet the specific needs of your business. Whether you’re a small start-up or a large enterprise, we have the expertise to help you maximize your technology investment.
If you’re ready to take the next step in optimizing your business and freeing up valuable time and resources, contact us today to schedule a consultation.
Our IT services are billed a month in advance because the dedicated resources and facilities assigned to your business are active 24/7/365. Since it’s an “always-on” fixed fee service – and not based on accumulating monthly usage – we need to exercise financial discipline and cover costs as they occur – which is around the clock. The effective date of your agreement triggers the billing cycle. Your first bill covers on boarding and your first month of service.
By having predictable, fixed monthly fees, you can budget for IT expenses more effectively and avoid the surprise costs that often come with a traditional break-fix model. You can also avoid the uncertainty that comes with hourly billing, which can sometimes result in higher costs due to hidden fees or unexpected expenses.
THE ICT WEB supports a wide range of vendors which includes Apple, AWS, Azure, Cisco, Juniper, Hauwei, H3C, Fortinet, Dell, HP, Lenovo, Meraki, Microsoft 365, Microsoft, Palo Alto, Polycom, Accedian, Ring Central, VMware, Aruba, and Oracle among others. This means they provide technical assistance and manage incidents with these vendors on behalf of their clients.
This list may change as we continue to partner with the industry’s leading technology vendors, ensuring that we can provide the latest and greatest solutions for our clients.
We can answer all your questions
For all your Frequently Asked Questions, Feel free to ask and let us help you on your journey towards a seamless and secure digital experience.
Call us : + (256) 781 353 987 or email us with your question
Email : [email protected]
