Coleman Technologies Blog

What’s the Big Deal?
You would think that assigning administrator accounts would prevent users from making poor choices with your data. The main difference between the two is that administrator accounts have many more privileges compared to the traditional account used by the average user. In fact, a traditional account is much safer to use unless you actually need administrator access to perform a certain task. Ordinarily, a normal user account can’t install software or mess around with important files in the system, but this isn’t necessarily the case for an administrator account.

Admin accounts are essentially the most powerful account on your computer. They have the permissions to perform just about any role on your PC. It’s the same role that your IT department uses to make any significant changes to your devices during updates and general maintenance. Every computer needs to have at least one admin account found on it, but if access from untrained users is allowed, they could make changes to important files needed for the computer to run properly.

Why You Should Limit Admin Account Use
While it might make sense to have admin permissions if you’re the only one who uses your computer, this is simply not the case on a managed network. There are security problems associated with using an admin account as your primary device account. What happens if your account gets compromised by some sort of malware? It’s simple; the malware will install on your admin account and be able to make any changes it wants to any of the important files only accessible by your admin account. While more permissions as the device owner might sound ideal, it only makes it easier for threats to leave a lasting effect on a device.

Standard accounts have more limited permissions, meaning that if they are compromised in any fashion, they will be more limited in the amount of damage they can cause. It’s for this reason that it’s best to limit administrator accounts as often as possible, as there is no guarantee you will never fall victim to such attacks.

To minimize the chance of your business’ endpoints falling prey to attacks, you should implement proactive measures against the countless possibilities out there--including a compromised admin account. To learn more about how your business can protect itself, reach out to us at (604) 513-9428.

VoIP Improves Inter-Department Communication
Landline telephones in the office have been dated for quite some time. Even if they were once necessary to get in touch with coworkers and other departments, they are now quite antiquated compared to modern solutions. After all, there’s no guarantee that an employee will be available to take your call, as the workplace is filled with countless tasks that often require their full attention. Sure, you could leave a voicemail, but there’s no guarantee that the employee will see the message until it’s too late to respond. Since Voice over Internet Protocol doesn’t rely on your employees having a traditional handset, and instead has them using more mobile devices, they’re more likely to be available when you need them most.

VoIP Is More Flexible
Some organizations have employees who aren’t always able to work in the office for a variety of reasons. Perhaps they are simply on the move for conferences so often that they are just never in the office, or perhaps you have employees who work remotely from time to time (or even permanently). VoIP lets you stay in touch with these employees in the same way you can with your in-house team. Since VoIP can be used on mobile devices, laptops, and even desktops, it doesn’t matter where your employees work, as long as they have the VoIP application and a headset. In this way, VoIP is much more flexible than any traditional landline.

VoIP Allows for Additional Features
Landline phone services tend to have features built into them, but many of them are decided by the cable company that provides your telephone service. These features are often not what your business wants or even needs. VoIP services give your business all the features needed from traditional landline telephone services, including conference calling and voicemail, but with lots of additional features that add a quality to your business’ ability to communicate. You can take advantage of video conferencing and instant messaging built right into your VoIP solution. By going through a VoIP provider in this way, you save money by only paying for services you will use rather than those your cable provider assumes you want.

To get started with a VoIP solution today, reach out to us at (604) 513-9428.

Your IT is no different, and there are specific KPIs you can measure to gauge the success of your technology infrastructure. These include the cost to maintain it, the cost to train your staff to use it properly, the cost of downtime (and how much downtime you suffer from), the costs of adding your next few users, and just how effective it is at allowing you and your employees to be productive.

There are plenty of other reasons to take a look at your current IT;

• Your business is growing but your current technology is holding you back.
• You are suffering from regular downtime.
• You need an IT consultant who’s more aligned to your business instead of just a computer repair person.
• You simply feel like you aren’t getting what you deserve out of your IT investment. (Those gut feelings are important!)

Is the current system in place working? Is your current support provider delivering the level of service your business deserves?

Here are a few questions you should ask yourself when reevaluating your existing IT support provider.

Do they actively manage and maintain your IT or do they wait for it to break and for you to call them?

Many computer support companies (including Coleman Technologies) have done away with the traditional break-fix business model. As it turns out, computers crash far less often when they are properly maintained and monitored. By taking on a proactive approach, it can save your business from surprise bills and expenses, not to mention downtime.

Do you feel like you are suffering from regular downtime and computer issues?

This is a big one. Downtime is expensive. If your employees can’t work productively because of network or computer issues, your business is losing money. You still pay your employees to do their job even if they can’t get that job done because of downtime.

If you are suffering from downtime issues, it needs to be investigated into, as there are many reasons that could be causing it. Our professional team of IT experts can assist you and evaluate your network to determine why you are suffering. If you’d like to know more, give us a call at (604) 513-9428 before downtime strikes again.

Does it feel like your computer guy makes the most money while you are suffering?

We have a phrase for this, it’s “Kicking you when you are down.” If the person who’s managing your network and computers starts shopping around for new Porche when you suffer from a major outage, it’s time you start shopping around for a new computer guy. All joking aside, this is the model of some computer support companies. While you are paying your employees to not get work done, losing revenue, and falling behind on quotas, you are being charged hourly for support.

Coleman Technologies believes in taking the proactive approach, and with our managed IT services, you pay a flat-rate for us to prevent downtime. In other words, we’re the ones losing money if you suffer from downtime

Do they respond to emergencies in an hour or less?

Again, if you or your staff can’t do your job because of computer issues or network downtime, it’s a huge problem. We consider it an emergency and act as quickly as possible. In many cases, we know of issues before our clients do, because we detect it during our active remote monitoring. Sure, issues can still happen, but a huge number of problems can be picked up and resolved before they cripple your staff.

Do they document and understand your specific needs or do you have to explain things over and over again?

One of our biggest peeves is undocumented IT solutions. Some IT companies make it difficult and expensive for a business to drop them because the network isn’t properly documented. This includes software license and asset management, device configurations, network maps, cable labeling, and much more.

To be frank, at Coleman Technologies , we’re OBSESSED with proper documentation and project tracking. We want to be as efficient as possible, so that any of our technicians can quickly evaluate issues despite the specific nuances on your network. The same goes for projects and new technology implementations.

Are they absolutely religious about backing up your data?

Any experienced technician who cares about your business will ensure that your data is backed up before doing anything. Not only do we want you to have a data backup solution in place, we check it regularly to make sure it’s doing it’s job and properly backing up your data. An untested backup may as well not exist in the first place.

At Coleman Technologies , we also think beyond the backup, and can help you establish a business continuity plan that will help you get back on your feet in the event of a major disaster.

Does it feel like you are paying them to learn their trade?

It’s one thing to include research and development for a new project, but if it feels like you are paying for your computer person to spend most of their time searching the web for a solution to a problem, you aren’t really getting the value of working with an expert.

Do they meet with you regularly to discuss and review their performance as well as your business plans and how it all ties in with IT?

Is your computer support only there when things go wrong, or do they take their understanding of your business and apply it to your IT? Do they regularly meet with you to discuss the future of your network and help you establish a budget for growth?

At Coleman Technologies , our account manager can act as your virtual CIO. Your account manager understands your business needs and can help align your technology to fit those needs.

Can your staff submit a support ticket without worrying about an additional, unexpected bill?
Although not every business wants to work this way, there are benefits to letting your staff submit support tickets to get technical help when they need it without going through a manager first. Plus, with our remote monitoring and maintenance services, thorough documentation, and knowledgeable staff, we offer the most cost-effective support in the area. Whether your agreement covers helpdesk support or it’s outside of the scope of your agreement, we strive to provide the highest level of service.

Do they work with you to actually reduce your unexpected IT costs?

This scenario really irks us - does it feel like your current computer support guru is just selling you expensive services without worrying about how it improves productivity or saves you money? All to often, we see businesses running too many servers or using solutions that are overkill. Whenever possible, we try to recommend IT solutions that will save money or even help you become more profitable in the long run.

Want to learn more about what Coleman Technologies can do for your business? Give us a call at (604) 513-9428 for a no-obligation, non-invasive consultation and tell us about the IT issues you deal with on a regular basis.

When shopping around for the right IT solutions for your organization, it’s important to consider these seven critical factors and make sure you have clear answers so you know exactly what you are getting yourself into.

What will it take to maintain it?

This is one of the biggest oversights that we see happen all of the time. A business purchases a brand new piece of equipment or some fancy software to help streamline operations, but they forget to take into consideration the upkeep costs.

Let’s use a common example – a car. When purchasing a car, you know you need to be aware of other costs associated with the purchase. You know every few thousand miles you’ll need to give it an oil change, check the breaks, and rotate the tires. Every year you need to get it inspected. You need to purchase fuel depending on how often you drive it. You need to have it insured. Suddenly the $20,000 Chevy Cruz feels more like a Corvette Z06 to your wallet.

Of course, if you don’t properly maintain your car, it will seriously reduce its life expectancy and bigger, more expensive issues will crop up.

The same goes for your IT. From virtually anything on your network ranging from servers to printers, your equipment needs to be properly maintained and serviced, and the maintenance doesn’t hit nearly as hard as an actual problem.

Ask your solution provider if they factor in maintenance and upkeep so it’s covered in your IT budget. For software, are there updates? Who’s responsible for testing and applying these updates? Who’s responsible for monitoring equipment to detect early warning signs of failure?

How we handle this:

Coleman Technologies takes a proactive approach to maintain your IT investment. We can monitor and maintain all of your computers, servers, and backups to ensure they run as smoothly as possible and the latest updates are installed. We don’t attribute our success to how many computers we work on, but how effective your IT actually is for your business.

Will it scale?

Speaking of success, what happens when you need to add a new employee to your roster? What about the next five, ten, or fifty employees? While not every IT solution can be scaled up indefinitely, it’s important to factor in your expected growth, and be ready for unexpected growth as well. If a remarkably good quarter drives you to add several new positions to the company, having to rethink and rebuild your entire network to accommodate is going to quickly chew through your profits.

While scaling might incorporate some costs, it’s important to have an idea of what that will look like per user, and how much growth your current solution can sustain.

How we handle this:

We truly hope you see growth, because as you grow, we grow with you. We want your IT to be a profit center and improve productivity. When we map out your network, we point out bottlenecks that might need to be addressed before adding new users into the mix.  We’re also able to give you an idea of what each new user will cost, and at what point in your growth you’ll need to rethink your solutions so they can be budgeted out.

Is there anything I can consolidate?

If so, it’s pretty likely your current IT provider didn’t see the full picture of your operations, or they were more in the business of selling you hardware than actually managing your IT. Many businesses need multiple applications running in tandem for their day-to-day business. This might include a Microsoft Exchange email server, a line-of-business application, a data storage/management solution, etc. Many solutions like this don’t need their own dedicated server to run, although they may have been proposed to you that way. Sometimes it might even save a little money in the short term to simply buy and install a new server for a new solution as opposed to upgrading the existing hardware to handle both tasks, but in the long run, consolidating your servers through virtualization can save your business on electricity costs, management costs, and overall support bills.

How we handle this:

Simple, if you are running multiple underutilized servers, we work with you to consolidate them. Depending on the situation, we might recommend it sooner rather than later, or we may suggest consolidating them during your next upgrade to budget for it, based on how effective the result is for you.

How quickly can I recover from an unexpected disaster?

Disasters come in many different forms, from hardware failures to natural disasters. If your office experiences a flood and the majority of your equipment is damaged, the main point of focus needs to be getting back on track as quickly as possible to prevent revenue loss. This might be a more extreme, less common type of disaster, but rapid recovery is imperative no matter the cause of the downtime.

The speed of your recovery depends primarily on how well prepared you are for a disaster. Is your data backed up? Is the backup recent? What type of storage media is the backup on – can it be restored quickly or is it a labor intensive process? Does your backup require specific hardware or can you get back on your feet with temporary equipment while a permanent solution is being implemented? There are a lot of factors to plan for in your business continuity plan.

How we handle this:

A major outage quickly becomes expensive, so we understand that speed is a major factor. We only recommend backup solutions that fully comply with your business continuity plan. Our backup solution utilizes several technologies that allow rapid restore times that aren’t dependent on specific hardware. In fact, if your server fails, the backup solution is able to take its place temporarily. In the event the backup device is lost in the disaster, a new one can be commissioned from the data center and overnighted to your office or temporary location.

Is my data protected from theft?

Ten years ago, keeping your data all in one place was relatively simple. Today, employees are using smartphones, tablets, and laptops to get their work done, and it’s increasing the perimeter of your IT footprint. You want IT support that understands this modern paradigm and can keep you in control of the security of your data.

How we handle this:

Although there isn’t a one-size-fits-all solution for data management, there are various policies and solutions to control data and access. From BYOD policies and device management to secure VPN solutions that let your users securely access files and applications from anywhere without carrying your data around.

We can also recommend security solutions that protect your data from dangerous threats and outside intrusions like viruses, malware, ransomware, and hackers. Most importantly, we manage and maintain these solutions to ensure they are consistently doing their job and protecting your assets.

What happens when my staff needs support or training?

New solutions require proper onboarding, training, and support. In order to see the value of a technology investment, your staff needs to know how to take advantage of it. Does your solutions provider simply handle the implementation and leave you with the user manual, or do they work with you and your team until you are comfortable? What happens when it breaks? What are the costs of support?

How we handle this:

Our professional technicians aren’t simply focused on the technology aspects of the solutions, but the user experience. We understand that a piece of hardware or software is pointless if it doesn’t serve a greater objective or make your job easier, and we’re dedicated to that end result.

We also don’t leave you high and dry after the solution is in place. Your staff is able to reach out to our helpdesk for technical support, and you can utilize your dedicated account manager as a virtual CIO for managing the lifecycle, budget, and growth of your IT.

What is your SLA (Service Level Agreement)?

Have you ever had to call your cable company or Internet Service Provider to come to your home and fix your Internet, and they tell you they will be there sometime next Thursday between the hours of 10am and 4pm? We hate that too. If your current computer provider treats you the same way and not like a priority, they are potentially costing you a lot of lost time, productivity, and revenue.

We work with you to set clear expectations for response times for the various types of issues you face, ranging from non-critical, critical, and emergency support. There aren’t any hidden loopholes or surprises – we take your business very seriously and consider downtime an emergency.

If you are tired of feeling like you aren’t a priority by your current IT provider, we encourage you to give us a call at (604) 513-9428 and let us give you an example of what Coleman Technologies can do for your business.

Data Value in Business
The first thing that you need to know is that losing data is a very big deal. In fact, there is an entire field of study created to deal with this very issue. Called infonomics, this can put a dollar value on an organization’s data. While some organizations continuously deny that data has a tangible value, it is becoming more evident than ever that those organizations (typically insurance and accounting) have a vested interest in data’s value remaining intangible. Every other business can be sure that their data has monetary value.

With the acknowledgement that the analysis of organizational data can help businesses run a more efficient and profitable business, any standard enacted to properly evaluate this asset would be made to promote a strategy of organization-wide data security. If you need to justify spending capital on a data protection and redundancy strategy, you should be able to ascertain what the actual value your data has to your organization. A few ways you can value data include:

• How much capital would it cost to replace lost data?
• How much revenue is dependent on that data?
• How much money could you make by selling or renting the data you have?
• How much capital will you have to spend to protect this data?

However, you look at your organization’s data, it is an asset, and as those assets are compromised on your network, or removed from your network, you need to have a solution in place to get that data back.

Data Backup
The first step in any data recovery strategy is data backup. At Coleman Technologies, we believe that the best data backup strategy is to promote redundancy. In order to do so we promote a strategy that backs up data locally AND offsite. This presents options to make data recovery more efficient.

Our BDR service initially backs up your entire network. Since backing up an entire network will take a long time, and any downtime is extraordinarily costly, setting up a backup solution that protects the data you need without taking down the network at all, is important. Our BDR keeps data redundant on multiple hard drives and provides an organization with the much-desired data security it is looking for from a comprehensive solution.

Disaster Recovery
The first thing that has to be said is that the best data recovery strategy is one that never has to be used. However, data loss disasters can (and do) happen, leaving your business to pick up the pieces. The best way to do this is to have a dedicated disaster recovery platform in place that takes two crucial factors into account:

• Recovery Point Objective (RPO) - The interval of time that might pass during a disruption before the amount of data lost exceeds the maximum threshold that your business can weather.
• Recovery Time Objective (RTO) - The duration of time within which data or business process must be restored after a disruption before it can be considered a complete break in continuity.

By thoroughly managing your disaster recovery program, your organization is sure to be able to get its data back--and its business’ processes up and running--to ensure that your business is able to sustain operational integrity. For more information about how to get a data backup and disaster recovery working for your business, call Coleman Technologies today at (604) 513-9428.