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Managed Services FAQs

What is covered under Premium Managed Services?

We implement instant alerts and auto fix scripts to prevent major problems from surfacing. You get the support of a full time IT department that monitors your network and performs the following functions for you:

  • All server and workstation system upgrades.
  • ESET Antivirus software for all the workstations and servers.
  • Anti-spam and virus filtering service for all the email address.
  • Creating Active directory accounts and setting up emails.
  • Working with ISPs to resolve internet connectivity issues.
  • Replacing network switched and/or Firewall as required.
  • Configuring desktops/laptops for new users.
  • Upgrades and updates of all programs/applications used.
  • All troubleshooting - including virus, spyware and system error issues.
  • Budget planning and systems rotation planning for the company.
  • Updating hardware as required.
  • Swapping existing systems with newer systems, including servers and workstations.
  • Installing and configuring replacement systems for users.
  • Updating and configuring firewall units.
  • Troubleshooting printing & scanning issues.
  • Advising management about changing IT trends.
  • Implement both onsite and offsite backup and disaster recovery strategy.
  • Monitoring and testing backup sets.
  • Installing and configuring new staff profiles/printers and/or scanners.
  • Proactive remote monitoring and troubleshooting. Onsite tech visits if issue is not resolved.

How do you monitor our network for technical issues?

We install a hardware and software monitoring agent on your servers and workstations. The agent scans all the open ports, processes and services. Based on the results of the scan, customized monitoring policies are applied. There are more than 350 alerts that we monitor according to server/workstation profile of your business.

 

Using WMI advanced SNMP and ICMP monitoring and alerting, we gather data such as device heartbeat, windows event logs, custom event logs, server performance counters, and SNMP MIB information etc. Dedicated systems administrators and technicians monitor the health, alerts and performance in our Network Operations Center (NOC) for immediate attention and speedy resolution. Most problems can be fixed remotely and when needed, we can be onsite within 30 minutes to handle critical issues.

 

Why your Managed Service is a NO- MARKUP Service?

We want you to be assured that solutions suggested are reliable, professional and are just for the benefits of your firm. Many other Managed Services Providers also earn money by selling hardware and software's solutions that may cause conflict of interest which can impact the credibility of the service provider. We are different and integrity is one of the most important values we bring to your business.

 

We don't markup on any hardware or software recommended under our managed services unlike others. We just provide the service and assist you by providing expert advice in purchasing new hardware / software. We still facilitate the buying process and most of the time it would be direct billing from the vendor like Dell, HP etc. for any new hardware or software.

What services do you provide under Managed Services?

Under our Managed Services Plan, we manage your whole IT including servers, workstations, users and other resources for a fixed monthly fee. Currently we are managing hundreds of servers based on Microsoft, VMware and Citrix technology and thousands of workstations for our clients.

 

Your servers, workstations and networks are configured to follow the best practices of your industry. You experience improved productivity and faster resolution of your technical problems. We set up and maintain your servers, workstations, firewalls, printers and scanners for each individual employee. We continually monitor your network 24X7 for issues and fix them before they become a big problem.

 

Your servers can be either on premise or in data centers. We provide you all the advantages of a full-service fortune 500 corporate IT department at a fraction of the cost of hiring a certified in-house, IT staff.

What is not covered under your managed services?

  • New hardware costs
  • Software licensing costs
  • • Servicing printers/faxes, changing parts and/or performing maintenance (This is usually done by Printer experts).

We are doing it ourselves. Why do I need experts?

You can still live in a much more stressful, inefficient, and disruptive break-fix world but you need to appreciate the fact that IT is the vehicle that powers your business operations and injects cost efficiencies. In-house servers, workstations, and other networking infrastructure are expensive. Software installations, firewall configurations and anti-virus protection need to be done while following best practices of the industry and they need to be regularly updated. With appropriate configuration and security measures not in place, you can lose valuable data and files to unforeseen disasters if you leave your IT to someone who is not diversely experienced and an expert in handling IT functions. We come across those kinds of situations on regular basis and find businesses losing time, money and valuable data because someone average was handling the IT.

 

As a business, you can spend thousands of dollars on the state of the art software but you may not see any visible benefits from it. The reason behind that could be simple - like improper installation or complex, but only a diversely experienced IT expert can explain and fix it quickly.

What area do you service?

We started by providing managed services in Metro Vancouver area. Now we provide services to clients all across Canada and USA - based on our NOC in Burnaby, BC. You get unlimited tech support for a fixed monthly fee. Our expert technical staff are just a phone call away.

What's the typical response time?

Our normal working hours are from 8:30AM to 5:00PM PST. IT support staff is available 24X7 for monitoring and to handle critical issues. For all critical issues we target response time of 30 minutes or less.

Do I save any money by outsourcing IT to Welcome Networks?

Yes. If you have in-house staff handling IT, you will definitely save between 40- 60% as you will be leveraging the economies of scale. You get expert service & advice based on our diversified knowledge that in-house staff usually lacks. Our certified Systems Administrators monitor servers, workstations, firewalls, switches, storage systems, and data, regularly create backups, update and install your business applications, update anti-virus software as well as perform many other day to day functions like a full-service corporate IT department but at a fraction of the cost.

What Accounting & Tax software's do you support?

Our expert services include installing, maintaining, supporting and troubleshooting all accounting & tax software's from QuickBooks, Sage\Simply, CCH Wolters Kluwer, Intuit, Thomson Reuters, Caseware, Cantax and others. With over 14 years of experience working closely with accounting firms we know all these programs & applications by heart. Some of the applications are listed below:

 

  • CCH ProSystem fx Tax.
  • CCH Taxprep programs (personal, corporate and trust).
  • CCH ProSystem fx Document.
  • CCH Document.
  • CCH - ProSystem fx Scan.
  • CCH Scan.
  • CCH Engagement.
  • Engagement CS - Thomson Reuters.
  • Lacerte Tax.
  • Caseware Working Papers.
  • Caseware Time.
  • QuickBooks plus Add-ons & Extensions.
  • Sage 50: Pro, Complete, Premium and Quantum.
  • Cantax.
  • Sage 100 ERP.
  • Drake Tax.
  • ProSeries Professional Tax.
  • SpeedTax.
  • Quicken.
  • UltraTax.
  • TurboTax.
  • CFS Tax Tools.
  • CCH Practice.
  • FormMaster.
  • CICA Handbook.
  • CCH Online.
  • AvanTax.
  • TaxFind.
  • ProFile.
  • AccountEdge.
  • EasyPay Canadian payroll software.
  • Doc.It.
  • VohCom Page.
  • Presto! PageManager.
  • Fishbowl Inventory Management software.
  • SuperQuick.
  • Microsoft Office for Word, Excel, Outlook and many others…

 

Welcome Networks is a CCH partner to implement CCH Document and ProSystem Document fx paperless systems.


How do you implement CCH Document in an accounting firm?

CCH Document is a complete document management solution developed specifically for accounting firms. CCH Document is a feature-rich application, and its extended feature set makes it a very viable solution for mid to large size firms. It is a powerful total management system that control document storage and retention policies for both native and scanned documents.

 

Installation & Configuration:

CCH Document is a scalable system that requires a fairly sophisticated configuration. You need experienced IT staff that can layout the basic IT infrastructure. Welcome Networks Inc. is the only independent IT services provider implementing CCH Document in major cities in Canada and for remote clients. We know the process from A to Z because we have done the install for so many clients. If you are planning to implement Document for your firm, contact us for a free network systems evaluation that will identify your hardware and software needs for this program.

 

Hardware/software Check list includes:

  • Laptops/workstations hardware & software configuration.
  • Microsoft SQL server hardware & software configuration.
  • Microsoft Exchange server hardware & software configuration.
  • Small business server and/or standard server.
  • Network setup.
  • Firewall setup.
  • Backup software and hardware.

 

We also assist accounting firms in:

  • Defining Classes & subclasses.
  • Extracting data from your time & billing software and getting it ready for CCH Document.
  • Retention policy.
  • Migrating existing data to CCH Document.
  • Locking down exiting data.
  • Lunch and learn sessions for CCH product training.

Can you assist our firm with the set-up of CCH Portal server and CCH SCAN?

Yes, we can. We are an expert in setting up fully optimized Portal server and CCH SCAN.

We are a small firm and love CCH Document. Is there any solution for us?

CCH ProSystem fx Document & CCH Documents are one of the most advanced paperless systems digitizing the file rooms of accounting firms. With all of your documents in a central repository - including tax returns, client correspondence, employee records and email messages - you'll be able to help your clients in record time.

 

Accountants love this product but biggest problem small accounting firms face is the, decent investment needed to implement this system for the firm. Document requires an active directory domain, Microsoft SQL server as well as an Exchange server, thus needing a huge investment in the hardware and software.

 

Now you have an affordable choice. We strongly recommend moving the firm to your private cloud because active directory and exchange server are already part of the service and you can add a SQL server without any significant investment on your part.

Call us Toll-Free today at 1-800-466-0073
or fill up the form to Request More Information on our services.