Frequently Asked Questions
Thank you for taking a few moments to read through our Frequently Asked Questions. The questions have been split up into three sections; General, NetWatch, and DataVault FAQs. To view a list of questions, select the appropriate category below and click the title. When the questions appear, click on any question for the answer. If your question is not answered below, please submit a support request.
General Frequently Asked Questions (Click to Open)
Yes, we are registered on SAM (System for Award Management).
Yes. GSA Contract Number GS-35F-0318W
We offer over 500,000 IT-related products including network hardware and cabling, desktops and laptops, PBX and VoIP telephone systems, Unified Communications systems, software, and virtualization and cloud services. (Primary NAICS Codes: 541519, 541512, 541511, 443120, 423430) We sell all major manufacturer service and support plans. We also offer a remote network monitoring and maintenance service, NetWatch, and a secure, business-class online data backup service, DataVault.
NetWatch Frequently Asked Questions (Click to Open)
The Cisco OnPlus 100 Network Agent appliance is installed at the customer premises to discover network devices and collect data on the network and discovered devices. Through a persistent connection to the Internet, the Network Agent transmits this data to a secure data center and allows Tech4 to monitor every device connected to the network in order to provide regular network assessment, management, troubleshooting, and consulting. The Cisco OnPlus 100 Network Agent is small and unobtrusive, less than 6 inches square, and can be activated in minutes. It can be powered by a connection to a Power over Ethernet (PoE) port on a switch or with an external power adapter.
Yes, the Network Agent will discover and monitor all devices on a network. A fuller range of features are available for Cisco devices, such as alerts for warranty and service contracts renewal or end-of-sale/end-of-service status. Support levels for non-Cisco devices will vary.
Remote Monitoring & Maintenance saves money and time. Many network problems can be addressed remotely, which is generally quicker and thus, far less expensive than on-site service. Also, by allowing secure access into customer networks from anywhere, at any time, using any connected device, Tech4 can assess a network’s status and perform actions, enabling us to be more proactive verses reactive to issues arising.
As soon as an alert is received we can access your network from anywhere with any connected device, including a smartphone, tablet, or laptop, to proactively track network status, troubleshoot issues, or perform configuration changes.
We define and customize alert thresholds to enable proactive support and device management, as well as notification rules tailored to each customer’s needs. The service also supports configuration backup and restore, application of firmware updates, warranty and support contract status, and reporting. The Network Agent will create periodic reports on a variety of topics, ranging from network status to a complete device inventory. These reports will be reviewed by Tech4 technicians, who will address any potential issues indicated by the reports.
No. Tech4’s NetWatch Service collects statistics specifically related to the network, but does not view nor collect business data. You will always have peace of mind in knowing that your key business information and communications will stay highly secure.
Cost is determined by the number of devices on a managed network.
DataVault Frequently Asked Questions (Click to Open)
On volumes below 250 GB, cost is based on the native (uncompressed) volume of data you choose to back up, the number of backups retained in our vaults, and the length of the service agreement. Over 250 GB, a number of optional variables such as on-site vaults affect price.
No comparison. Our backup service is much more reliable than tape backups. We have MANY clients who have run our service for years without ever changing their configuration and without ever missing a backup. We will put our track record up against any tape backup system. A major risk of tape systems is that even when all indicators point to successful backups, the restores fail. Secondly, most companies using tape systems don’t employ a secondary fail-safe system. Our system has redundancy built in.
Yes. Many of our clients continue to run their tape backups, but no longer transport their tapes off site. Redundancy is the key to data security, so you can never have too many backups.
Absolutely. Our specialists will provide you with the required proprietary firewall port information. In most situations, firewall changes are NOT required.
Yes, we offer the Bullet Vault available for clients with high volumes of data that want the speed and convenience of an on-site appliance. The VaultLogix Bullet Vault resides at the client facility and provides instant backups and restores, but is monitored and managed by VaultLogix technical experts just as the vaults in the VaultLogix data centers are. This provides clients the speed and convenience of on-site, but with the extra security of off-site backups and professional monitoring and support.
These services have other limits that make them unacceptable for business usage. By restricting how fast a client may upload and download data and/or restricting total data throughput over a period of time, these services control usage in hidden ways. The minimal support and slow response times are also major concerns for business clients.
We never restricts bandwidth. Our backups and restores will only be restrained by the client’s Internet connection constraints. Our data centers will take and send client data as fast as the client can transmit and receive it.
Not natively, but often they can be backed up via networked-mapped drives from a Windows or Linux-based computer.
Data centers are classified in tiers, with Tier 4 being the best. Our primary vaults are housed in a windowless Tier 4 data center on an upper floor of a building with foot-thick steel-reinforced cement walls. Power is routed through redundant transformers into a conditioned massive battery array to ensure a seamless switch from primary to auxiliary power in the event of an interruption. Auxiliary power is supplied by redundant diesel generators with dual fuel supplies, insuring uninterrupted power.
Our secondary data centers, with similar specifications, are also classified as Tier 4 data centers.
The data centers are designed and constructed to withstand all weather-related events and are climate controlled with advanced environmental controls.
Your entire organization’s backups can be remotely managed from any Windows machine (firewall/VPN permitting). A single LAN administrator can configure backups and perform instant restores for all computers even at remote sites.
At the time you have scheduled, your computer will make a secure TCP/IP connection to our servers. Your data will be encrypted before leaving your site, then transmitted to and stored in our secure facility. When the backup is done, you will be notified via E-Mail of the status.
Most of our clients schedule their backups to run each night shortly after their office closes. You set up and administer the backup schedule that works best for your company.
Our clients’ backup volumes range from less than a gigabyte to many terabytes.
No, but our system has the ability to completely backup and restore all supported platforms. Some clients back up only their data files, while others back up their programs and operating systems. Select only the files, directories, or drives that you wish to back up. Of course, we can only restore the data you back up. Make sure you are backing up all your critical files.
Yes. Our backup agents have the ability to backup all necessary information to perform a complete, full restore on all supported platforms.
Yes, and it’s very easy to do. Our technicians will show you how it’s done during the initial installation. Then you can make modifications whenever you want. Of course, we are always available if you need assistance.
The backups require a small software agent to be loaded on the computer(s) to be backed up, and there is small administrator program that can be installed on any number of computers to administer the agents.
Backups are extremely fast. Our delta-block technology transmits only the changed portions of changed files during each backup session. Exactly how long that takes depends on the size of your backup, speed of your Internet connection, and amount of changed data. Our average client backup is less than 30 minutes.
Because the initial backup requires transmission of all data, it takes the longest and may require multiple sessions to complete. The service will “chip away” at the initial backup until completed with no user intervention required. After the initial backup is complete, nightly backups are significantly smaller than tape-based systems and result in a much more efficient and faster backup.
You need a reliable, dedicated Internet connection. A reliable connection at DSL speeds or better is sufficient for most clients. The faster your connection, the more efficiently your backups will run.
Yes. Our service is guaranteed to be available and capable of backing up and restoring client data. We make this guarantee based on a twelve-year track record with millions of successful backups and restores. Our system has never failed to restore data that was successfully backed up.
All clients have redundant backups in multiple locations. Some clients choose to backup first to a local appliance at their site. Most clients, however, back up data first to the primary data center, then to a secondary remote data center. If clients are using the local appliance option, data is backed up first to the local appliance, and is then vaulted off-site to the vaults in the primary and secondary data centers.
The primary data center is located adjacent to our Administrative and Support centers and is monitored 24/7. The Support Center houses our support technicians, our Rapid Response Team, and our Testing Laboratory. If a client needs to restore or needs assistance, a technician is always available. In an emergency, our mode of operations becomes extremely important. Technicians, because of the close proximity of the vaults in the primary data center, can literally access those vaults within seconds if the need arises. If you require a media restore, the process of downloading and verifying your data and preparing it for shipment can begin immediately.
A restore may involve anything from a single file to an entire system. A graphical user interface lets you select individual files or folders for restoration. There is also a search utility that allows you to scan an entire catalog using a file specification mask that may include wildcards. If you have a catastrophic loss and no operating system, you must first install your base o/s, service packs, and network drivers then re-install the backup software agent. Once this is done, you can connect to our servers, recreate your local catalogs and proceed to initiate restores. Support technicians are always available to assist with an emergency restore.
Lost passwords cannot be recovered. They are NEVER transmitted to our servers. We have NO WAY of getting them back. We recommend keeping multiple copies of your encryption password(s) in safe, secured remote locations.
There are several available encryption algorithms and key strengths up to 256-bit AES.