FREQUENTLY ASKED QUESTIONS

Do you offer 24x7 support?
Yes, Yellow Wood offers a 24x7 1-800 number for all of your after-hours support. If necessary, we will also send a technician on-site to resolve issues if the on-call technicians cannot solve the problem via remote support. This 24x7 is generally billed at two (2) times the agreement rate for professional services.
What reports will be provided with my bill?
Along with your month-end invoice a detailed report of all the billable time spent on tasks and tickets will be included. At the client’s request, we will also schedule time reports at whatever interval is desired, such as daily, that show time spent for various categories of support or projects, and whether or not the time has already been paid, or if it will be charged at the end of the month.
What should I expect from an onsite visit?
An onsite visit is the quintessential Yellow Wood IT service. During an onsite visit, the technician will check in with IT Decision Maker for your company, work on previously submitted support tickets that make most sense to do in person, and work on other proactive tasks. On a regular schedule the client Account Manager will visit the office to meet and plan with your team.
When is the right time to outsource IT services and support?
Any IT support, from 1 user to 5000 users can be outsourced. YellowWood thrives, and we have no doubt that you’ll agree once we are working for you, in relationships with companies with 10 to 50 users. Although we have customers over 50 users, once a company reaches 50 users, they are at critical mass where a full-time staffer is financially viable; IF that staffer is fully capable of executive level planning, AND willing to get under a desk to check a cable.
Why does my business need regular scheduled computer maintenance?
A computer network needs regular maintenance to be safe from malicious intent and to perform at optimum levels of production. Every day, there are new viruses, malware, and hacks made available to bad guys, and the good-guys schedule daily and monthly updates and maintenance to combat those who would do you harm.
How much should my business expect to pay for IT services and support?
How much you pay for IT services depends how many people in your company, how many servers you have, where you live, and what services you need or want. A general calculation for the Alberta market would be $110 per computer user per month, plus $220 per server month.
When should I consider moving to cloud computing for my business?
Consider moving to cloud computing (any technology service where the required infrastructure is not physically on your own premises) when 36 months of the cloud service costs less than what it would cost you to set up and support that service in your own shop. When 60 months of that same service costs less than on-premise cost, than cloud services are a no-brainer. Software licensing is a great example: Acrobat Standard costs roughly the same for annual licensing vs one-time licensing at 36 months, so consider it; Office 365 vs Office 2016 reaches the same cost at month 48, Office 365 makes a ton of sense; Office 365 vs an on-premise email server reaches the same cost somewhere around 240 months, this is a no-brainer.
What service type is best for me, hourly service billed, or all-inclusive service?
The answer to this question depends primarily on your personality. Are you the type of person would pay to have your snow shoveled everything time it snows and for the length of time it took to shovel; or our you the type of person who pays for a flat cost for your snow to be removed whether it snows one inch each month, or snows 48 inches? Do you want to know exactly what your IT support with cost at the beginning of the month; or do you want to pay for exactly what time was spent on your behalf at the end of the month? Yellow Wood IT is happy to provide either type of service.
How do you transition our company, from our current IT service provider?

Transition to a new IT Service Provider doesn't have to be stressful. We know that during the first few months it can be difficult to come accustomed to different personnel, procedures, even technology might change.

What you can expect however from YellowWood is a plan, with constant communication and regular follow up. This will continue through the entire relationship, however in the beginning we are looking to accomplish the following:

  • Review your contract and services with you.
  • Assist with the gathering of key information from your previous provider.
  • Document your network environment and update our Service Desk.
  • Deploy our monitoring and maintenance agents to servers and desktops.
  • Perform a Technology Compliance review, or Baseline Report.
  • Provide you with a 90 Action plan, as required.
  • Provision any new services or products.
  • Introduce you to your support team, with a formal in person kickoff or via email.
What experience do you have with Law Firms?

We have supported Law Firms for over 20 years. Our dedicated service to the industry has provide us invitations to participate on panels, in discussion groups, and present technology ideas for several organizations throughout Alberta, including; LESA, CALA, CBA, Law Society of Alberta/BC and CBA sections. We understand the practice of law, and are well versed in the current and future challenges facing the industry. Our approach to security meets the demands for personal privacy of information, protection of intellectual property, and new legislations and best practices needed for our legal clients. See what some of our clients say about our work.

What experience do you have with Advertising Agencies?

We love working for Advertising firms, which is why we continue to provide great service ever since we started 12 years ago. Coming from an Apple and PC background our service technicians love the diversity of the advertising world and the creative nature to make technology solutions exciting and effective. We bring a long history of experience having worked for agencies that have come and gone, from nation and local firms to small boutiques, we have done it all. Having trouble with fonts? need more file storage?, need Adobe support?, need more innovated ways to collaborate and share information? We can help. No matter if you are an entire Mac shop, or have a mixed environment we can make the technology work. See what some of our clients say about our work.

What experience do you have with Accounting and Finance Firms?

We work closely with firms that manage a lot of data, and sensitive information. Our ability to keep information safe and secure has brought us into the accounting and finance industry and we are growing. We know the importance of detailed reporting, cost effective solutions, predictable returns and great customer support, and a lot has to do with the accounting firms we support. We don’t have many but we are primed and ready to take on the next opportunity to show just how much we have learned. We can help you with compliance See what some of our clients say about our work.

What experience do you have with Engineering Firms?

This is a new market, but we like what we see. Much of the workings of the other industries we support have very similar needs. The reason we can help engineers is that they understand technology, and they know the need to have IT solutions that will save time, effort and money. Engineering firms can also appreciate the need to protect intellectual property, safe guard data, and keep a tight watch over server and network threats. See what some of our clients say about our work.

How do I receive technical support?

To receive technical support you can Call, Email, or use our Desktop Support Agent. Your company is assigned a team of Service Desk Technicians who you can call at any time. All email sent to the Service Desk will create a support ticket, and notify a Technician.

Service Desk Technicians will be available M-F 8am-5pm.

  1. Call

To reach the Service Desk call 1-844-387-0607, and dial extension 0. We work hard to make sure your calls are answer, however we may be on the other line with another client, so please leave a voicemail.

If your call is of an urgent nature, or an emergency please use all methods to contact us.

  1. Email

Email support@ywn.ca. Emails sent to this address are entered into our ticket system for us to track, prioritize and assign.

If you have a dedicated Account Manager or Network Administrator, you can contact them directly. However, we encourage you to email the Service Desk for all technical support needs, this will ensure you get a quick response and your request doesn't get misplaced.

  1. Desktop Support Agent

On your desktop you will find a "y" logo, this is our Desktop Support Agent. When you click on the icon you will have two options for support.

  • Submit Ticket via Web (preferred) - This link will take you to our online ticket submission form. This will allow you to provide the most valuable information.
  • Send Support Email - This is the simple method as it will create a new email for you to send to the Service Desk.
  • Send Support Email Screenshot - This method will create a new email for you to send to the Service Desk, but also add a screen shot of your desktop, best used when you have an error on your screen.
  1. After Hour Support

We provide 24x7 support for all our clients. A Technician will be on call during the evenings, weekends, and holidays for your convenience. If you require assistance at any time after-hours, you will need to call our main line.Call: 1-844-387-0607, and dial extension 9.

  1. Online Tools and Resources

Our Website will provide tips, tools, and helpful "how to guides" for people to educated themselves on how to use the products and services we offer. Visit www.ywn.ca. Today!

Do you have a Help Desk?

Yes, Our Service Desk is designed to deliver customers a premium helpdesk experience at a price to meet their budget. We understand that SMB customers have unique software applications, and operate in a dynamic and every changing environment.

No one wants to wait on hold, deal with automated systems, or get the run around from one department to the next. Our Service Desk Manager and dedicated team of support technicians are committed to answering each call, following best practices, and giving top quality service.

  • Local Canadian HelpDesk—All user support is delivered form our office located in Calgary, AB.
  • Dedicated toll-free number—Access our support line wherever you work.
  • Multi-platform support— Comprehensive support for all the systems & devices you use.
  • Tiered Service Level & Custom Solutions—Quick escalation of support tickets
  • Professional System Automation—Web-based customer care center for account and ticket tracking.
What should I consider when moving my office to a new location?

Office moves can be very disruptive to business operations, and can cause a great deal of stress to those involved. There are several things to consider when moving to a new office, which is why it’s a smart idea, to create a detail office relocation list prior to the big move. The best approach, is to not leave things to the last minute, set realistic expectations, involve experts and to take time to review all elements.

Checklist for Moving Office Premises

Start with the end in mind. Before you start making any decision, make sure you sit down and brainstorm on all the items that will need to be addressed, prioritize, and mark items that are dependent to others. Make sure you involve all decision makers, so there is no wasted time going back and forth. Then write down the main objectives, the critical must haves for business operations, and consider any possible gotchas. This checklist will be a comprehensive list to turn to throughout the office move.

Gather and Verify Vendor and Service Provider Information

Prepare, prepare, prepare. You can’t make decisions, until you know you are working with correct information. You need to know numbers, locations, dates, personnel, contractors, and all associated account and password information. This is particularly important with business services that are hosted, or provided outside of your control, and will require proper notification and lead time; such services include, Internet, Phones, Cable, Technology, and Online Services.

Review Office Physical Space and Utilities

A square post can’t fit into a round hole, and neither can your office fit in a new office that doesn’t have enough room, proper power and cabling requirements, and sufficient Internet speeds. Now is the best time to review utility services, and service agreements as it will often allow you to get better rates, or more services. But, make sure you review all aspects of your new space and verify that you can still get all the services you need for your business. Work closely with your general contractor, management company and technology service provider to make sure you have correct and updated information about your new office.

Delegate to Qualified Experts

You will only add stress to your life if you try to do everything yourself. Delegate key tasks to contractors and hold them accountable. By trusting contractors, you will free up your time to keep a clear focus on the big picture, and hold them accountable to get things done. Make sure contractors are properly insured and guarantee their work. If things don’t go as planned it is better to have a contractor held responsible, then you.

Communicate to Staff and Clients

Mistakes are made because of the lack of communication. You can greatly reduce the risk of things going wrong by properly communicating. Larger projects can benefit with software tools, but at least make sure all involved are kept in the loop with any changes or updates. Email is sufficient, but there is no harm in calling meetings, to make sure everyone is on the same page.

Your staff are equally important, and will have work during the move. If they are not able to plan around outages, they will become frustrated and it will interfere with production; keep them informed. If the office move will hinder the delivery of client services, be sure to let your clients know that there may be an interruption in service, or slight delays. It is better that they know, so they can be more understanding.

Create Timeline and Map Logistics

Every office move will have unexpected delays, but you should have key dates and milestones marked. Knowing important dates and deadlines will keep you out of trouble. It will also help to keep the pressure on trades, and contractors to get work completed. Properly label tables, chairs, and copiers, etc., to help with moving stuff. Keep all records, paper files and other documents organized and boxed, and see that staff are aware of the process. Create a map that will correspond existing locations with new locations, so people know where things should go.

Day of Office Move

It’s moving day! You have done everything right to get to this point. You are almost done. At this point you should have multiple hands to make work light. Keep technician to technology, staff to moving what they can, and movers to what they do best. Try not to cross lines and keep people focused on their tasks. Assign one person to be the go to person at each location during the move. This will help prevent people getting mixed messages. If your office move is over a few days, make sure you have proper labeling, and have morning meetings each day to update everyone and keep people aware of progress.

Security

See that you are careful when moving sensitive information, expensive technology, or other items that can be easily stolen. It is equally important to hire bondable contractors, as items are known to get stolen when people are not watching. Have trusted individuals keep watch at both locations and lock things up whenever possible. Hiring a security guard is also a good recommendation or setting up security surveillance system.

Test and Update

Now that you have people settling in, it is time to test. Test everything. Make sure you have your IT service provider onsite, testing phones, Internet, copiers, faxes, and all network, servers and desktops. See that everyone is happy with new furniture, check walls, doors, and all utilities. Now is the time to record all problems and get them fixed. Updates to business cards and stationary should have been done earlier, including updating clients, suppliers, vendors and website and online information. However, this is when you update any changes, phone extensions, office locations, network configuration changes, asset inventory etc.

What isyour Free Computer Network Assessment all about?

Our FREE Network Health Check is forAll Prospective Clients Who Want to Put Us to The Test.

As a prospective customer, we would like to offer you a FREE Network Health Check and Diagnosis. During this health check we will perform a comprehensive review of your entire network to look for potential problems, security loopholes, spyware and other hidden problems that will cause the computers on your network to run slow, act funny, crash and lose data.

We will also seek to understand your business model and industry, to tailor recommended solutions that will maximize the use of technology, protect what matters most, improve business workflow, and give you a strategic plan.

Some of the typical areas we review are; server and network performance, software, databases, and online services, data backup and disaster recovery, cyber security, maintenance and management, workstations and peripherals.

What is included in your All Inclusive Complete Care Program?

Our Complete Customer Care program is where we set a predetermine budget dollar amount for all your technology support for the month. This amount is based on the size, type, age and complexity of your technology, user support needs, maintenance and monitoring, and several other factors to derive a set fixed price that doesn’t change. You will never be billed for any other support, providing predictable monthly costs. Only if there is a major change in your businesslike; a significant increase or decrease in staff, aging systems are not upgraded in a reasonable timeframe, or new systems are installed, will a review of the monthly budget be needed.

Included:

  • 24x7 Monitoring
  • Unlimited Access to Help Desk
  • All Troubleshooting
  • Onsite User Support
  • Server, Desktop and Network Maintenance and Support
  • Full Administrative Support (Quoting, Account Management,)
  • Monthly IT Review Meetings
  • IT Consulting and Advice
  • Vendor Management (Help vendors complete their work, provide access to network, and guidance)

 

Excluded:

  • After Hour User Support (Outside Business Hours, and on Weekends and Holidays)
  • Disaster Recovery greater than 1 hour (Major Disaster, System Crashes, Virus Outbreak, Outages.)
  • All Projects (Quoted and Billed Separately)
  • Product Purchases (Hardware and Software)
  • Training of the user of any software or equipment
  • Vendor Support (If we must fix something that should be under other contracts, service warranties, or responsibility of vendors
What should I expect from an outsourced IT service company?

We are committed to providing our clients the absolute best IT services and support possible. To that end, we would suggest you should demand the same level of service we provide our clients from any IT vendor you choose. We pledge the following rights to all our clients.

You have a right to expect fast response and resolution on any IT-related problem you are experiencing. We pledge to respond to your request for help within 60 minutes or less during the workweek, and within 2 hours on weekends and evenings. We also pledge to show up to our scheduled appointments on time, and to give you as much advance notice as possible when we cannot be there as promised due to a circumstance beyond our control.

You have the right to get answers to your questions in PLAIN ENGLISH. We pledge to never use “geek speak” or talk down to our clients regarding an IT-related topic.

You have a right to expect exceptional services from friendly people who appreciate you as a client. We pledge to always treat you and your team with the utmost level of courtesy, professionalism and respect at all times.

You have a right to expect us to lead the way in looking for new and innovative technologies to improve your profitability and productivity, and to protect your business assets. We pledge to stay on the cutting edge of telecommunications, cloud technologies, cybersecurity and office productivity tools so you are always presented with the best-in-class options.

You have a right to individual attention and to know who is touching your computer network and data. We pledge to never outsource your support to a third-party company. You will always have a dedicated account manager and support team who know you, your company and your preferences.

You have a right to understand every aspect of your IT assets. We pledge to provide full and complete documentation of all hardware and software assets, data and systems, as well as complete password control, so you never feel as though you are “held hostage” by your IT company.

You have the right to receive accurate invoices. We pledge to always deliver on time and on budget, and never surprise you with hidden fees, extras and overages that you have not agreed to.

You have the right to be protected against our mistakes and failures. We pledge to maintain error and omissions insurance, as well as workers’ compensation and business liability, in the unprecedented event of a mistake on our part.

You have the right to know the status of your account and support requests, no matter what time of day or night. We pledge to provide secure access to status reports via our Web Help Desk 24 hours a day, seven days a week, and to communicate the progress of resolving any issue. You will never have to manage us or remind us of promises we’ve made.

You have the right to speak to with the owners of YellowWood Networks, Nathan Lee and Grant ZoBell, with any concern. We will never be out of reach or out of touch with our customers.

How will I know it’s the right time to hire an IT service company?

We offer 6 suggestions to help you know when it is best to start considering outsourcing an IT service company.

You need your staff to focus on the work they were hired to do.To supplement staff time.

Hiring a consultant is particularly appropriate when the project is a nonrecurring one (e.g., a new hardware upgrade, or office moves). If the project will carry over many years or is a continuous one, expanding staff is a better option.

You need qualified experts to handle highly technical work. To supplement staff expertise.

Some tasks, because they occur so infrequently, call for specific skills that cannot be learned quickly or easily by staff (e.g., maintaining servers, fixing hardware, and managing software).

You need outside advice to provide options to choose. To ensure objectivity.

Projects like new business software platform or complex cloud or hosted solutions that will pose change can be very controversial, emotional, and political. A consultant may be able to find a "win-win" solution and can often be accepted by various parties as an objective mediator in any local disputes.

You need trusted technology support to increase decision maker’s confidence.To ensure credibility.

You are confident in the solution to a business problem but selling that solution to owners, partners, or departments may be difficult without the blessing of an "expert" to verify that solution.

You need to increase productivity, performance, and protection of your technology investment. To obtain a variety of skills.

A small department or company with limited budget and planning staff (or, for that matter, no planning staff) can hire a consulting firm with access to many people with different skills. It would be difficult or impossible to hire enough part-time staff to find that variety of skills or find one individual who was that multitalented.

You need to stop worrying about the technology you use. To deal with ongoing support.

If your business is unwilling to commit to any long-term employment, an IT consulting firm may hire a consultant to deal with an impossible work load or project. This will give you the flexibility to have the support you need when you need it.

 What is your Free IT Health Check all about?

Our FREE IT Health Check is for All Prospective Clients Who Want to Put Us to The Test.

As a prospective customer, we would like to offer you a FREE IT Health Check. During this discovery we will perform a comprehensive review of your entire network to look for potential problems, security loopholes, spyware and other hidden problems that will cause the computers on your network to run slow, act funny, crash and lose data.

We will also seek to understand your business model and industry, to tailor recommended solutions that will maximize the use of technology, protect what matters most, improve business workflow, and give you a strategic plan.

Some of the typical areas we review are; server and network performance, software, databases, and online services, data backup and disaster recovery, cyber security, maintenance and management, workstations and data workflows.