ITBasic FAQ

Do you backup our data?
Your data will be backed-up daily to a backup system at our operations center. We conduct a complete backup weekly and incremental backup of new data nightly. Your data is saved on disk for a short period of time, and then to tape where it is moved once a week to a secure off-site facility. Data is retained for one month.

How do I get data restored?
Data backed-up in the last thirty days can be restored within a few hours by calling the help desk. Data older than that may take longer to restore . We also offer an ability for users to restore specific files on their own, without our intervention.

What do you backup?
We backup everything on the ITBasic server. User-generated data from shared partitions on individual workstations are mapped to the server, and is backed-up from there. This typically includes most useraccessed data such as My Documents, mail files, etc. Some partitions containing non-critical data on a workstation are NOT mapped to the server and so are not backed-up.

What about computer viruses?
The ITBasic environment has an enterprise-level anti-virus system that protects your systems against viruses, Trojan horses and other threats.

What do I do if there is a problem?
You call our helpdesk at 212.564.7010 begin_of_the_skype_highlighting              212.564.7010      end_of_the_skype_highlighting x303. Standard helpdesk hours are from 9:00 am to 5:00 pm Monday through Friday. Extended helpdesk support is available until 8:00 pm through with our Premium package. You can also submit a ticket through our web-based ticket tracking system.

How quickly will you respond to problems?
Our ITBasic Service Level Agreement outlines our response times. They are based on the severity of the problem, with critical problems receiving immediate response, and less-critical problems handled according to a schedule.

What software comes standard with ITBasic?
We offer a standard configuration that includes Microsoft XP Professional, Microsoft Office Suite, Antivirus software, PDF -writing software, Image Viewer, Instant Messenger, and Spyware protection.

Can I add other software to the standard configuration?
We support many other software packages that can be included in the standard configuration. A complete list of these can be found on the NPower NY website. For software that is not on the list, we will conduct an evaluation to see if it is compatible with the service. Most are, and can be easily added. There is an additional charge per application for the installation.

What hardware is included with the package?
Our standard configuration includes Dell workstations, laptops and servers as part of the installation. The configurations can change based on individual organizational requirements and updates from Dell, but are currently as follows: Dell Optiplex workstations, Dell Latitude Notebooks and Dell Power Edge Servers.

How do you diagnose problems?
We monitor the service for problems through our monitoring systems, and are aware of many issues before you are. IT Basic also uses a system that allows us to access your computer from our operations center to diagnose and fix problems just as well as if we were there in person. In those cases when we can't solve the issue we will schedule a visit by a field support tech.