With any new IT service opportunity, questions are a natural part of the process. As you’ve been researching how Acropolis can best serve you, we want you to have quick answers right at your fingertips. Feel free to browse the questions and corresponding answers below.
General Questions
- What is a Network Operations Center (NOC)?
- Our NOC is located at our office and is a part of our service desk. We have dedicated engineers who monitor, inform, diagnose, and correct problems reported to us by our suite of management tools. Our service desk engineers are some of our most experienced team members - trained to handle your specific your IT support needs using all of the resources available at Acropolis.
- What is the role of my assigned Account Manager?
- Your Account Manager is your internal representative at Acropolis. Whatever you need, you can use your account manager as the ‘go to’ person to get things done. From scheduling a meeting to getting a full explanation of a service, your Account Manager will be there for you.
- If spyware is a major issue for my organization, how does Acropolis address this?
- Under our HeliosVision Network Management offerings, we have a system in place to scan and remove spyware from your systems on a regularly scheduled basis.
- Why is there an implementation fee?
- This covers the installation and configuration of all the tools used to efficiently manage your network.
- If I would like to utilize Acropolis’ expertise for a project, how is that handled?
- Since HeliosVision is not designed to address projects, most organizations choose to purchase a block of discounted hours to handle any future projects. If you are not interested in a block of hours, you always have the option to request help on a project by project basis. Visit our Information Technology Project page for more information.
- Does HeliosVision Network Management cover hardware added to my network?
- No. HeliosVision Network Management does not cover hardware but does cover the labor required to install and configure hardware associated with all service requests. If the hardware is considered part of a project, the labor would be included in the information technology project proposal.
- Can you explain the HeliosVision 90 day introductory period to me?
- We understand that shifting the way you think of IT service / IT management is an important and business altering decision. We are so confident that you will like our new IT management methodologies that you can try our solution for 90 days with absolutely no obligation. At the 90 day mark, we sit down with you to find out how your work environment has improved, and we also listen for any recommendations. If the plan you’ve chosen is not a good fit, you can choose another plan that truly meets your needs or we both decide to part as friends. It’s that simple. Our goal is to make IT service easy so you can concentrate on what you do best - serving your customer’s needs.
- What happens to my implementation fee at the end of the 90 day introductory period?
- If you decide that HeliosVision is right for your company, there is no change and you are billed per the agreement. In the unlikely event that you decide that none of the HeliosVision plans are right for you, we will refund your implemenation fee however, you will be responsible for the monthly flat fees agreed upon for the service provided during the trial period. If you choose a plan that does not include an ImageVault, we will refund a portion of your implementation fee that will be determined at the time of our meeting.
- Are your network management tools secure?
- Yes. Only data related to the operating metrics of a machine are collected by Acropolis. Files and executables are not viewed or accessed in any way for management purposes. Acropolis uses industry “best practices” to implement and maintain security in your network infrastructure. Our management tools that report on your network are secure. If you want to know more, we can provide information specific to the tools that are used.
- What is the best way to request service if I need it?
- There are several ways outlined below, which one you choose is your preference:
- Call our service desk on the telephone (618.254.8733 in IL; 314.890.2208 in MO).
- Send an email to support@acropolistech.com. (This goes directly to our Service Board to be addressed quickly.)
- Request service through our portal that is only available to our contract clients. (http://cw.acropolistech.com/support)
- If you are utilizing the full version of HeliosVision Desktop Management, you can double click on the Acropolis icon that is located by your clock on your computer desktop. This will open a web page where you may submit requests directly to our service board.
- What types of problems can you fix remotely, and which types are not good candidates?
- Configuration issues, software problems, email, or anything that does not require hardware replacement are excellent examples of problems that can typically be fixed from our service desk. It is estimated that 60-70% of problems can be fixed without sending an engineer to your site. In the end, you’ll save both time and money.
If you have further questions about anything related to Acropolis and the Information Technology services in the St. Louis area, feel free to contact us.
