What's included
- Remote help desk, 8 AM – 6 PM Eastern, Monday to Friday. Phone, email or ticket. We troubleshoot Windows and Mac, applications, email, printing and connectivity.
- Monitoring of every managed computer and server through Datto RMM and Atera.
- Weekly Windows and security updates in a window you choose.
- Antivirus on every managed device.
- Microsoft 365 administration: users, mailboxes, licences and permissions.
- Documentation of your network, accounts, licences and backups in IT Glue.
- Onsite visits across Greater Boston when remote isn't enough.
How updates work
Datto RMM installs the Windows and security updates we have approved during a weekly window that you pick, for example Thursday from 4 to 6 PM. The window follows each computer's own clock, so 4 PM means 4 PM wherever the person is working. Updates run in the background; a computer may run slower while they install.
We never restart a computer automatically. When an update needs a restart, a reminder appears. It can be postponed up to three times, once an hour, and then stays on screen until the computer is restarted.
A laptop that is shut down, asleep or offline during the window misses it. Every Monday at 8 AM we queue the missed updates, and they start as soon as that laptop is next online. That is why we suggest a window late in the week: a missed laptop waits days, not a full week.
What is billed separately
Remote support covers keeping what you have working. These are quoted as projects:
- New-user onboarding, new computer setup and account provisioning
- System or data migrations
- Office or site moves
- Server and infrastructure projects
- Network equipment configuration or changes
- Disaster recovery work such as restores and failover
- After-hours or weekend work, unless your agreement includes it
Common questions
What are your support hours?
Remote support runs 8 AM – 6 PM Eastern, Monday to Friday. Call (888) 569-4190 or email sales@networkingnow.biz. After-hours and weekend work is arranged ahead of time.
When do Windows updates install?
In a weekly window each client chooses, for example Thursday 4 to 6 PM. Computers that are off or asleep during the window are caught up the following Monday from 8 AM, as soon as they come online.
Will my computer restart on its own after updates?
No. When an update needs a restart, a reminder appears. It can be postponed up to three times, once an hour, and then stays on screen until the computer is restarted.
Do you support Macs?
Yes. We support Macs alongside Windows computers, and remote sessions on a Mac use TeamViewer QuickSupport for Mac.
How do I get remote support?
Call us, then download the tool we name on networkingnow.biz/support: TeamViewer QuickSupport for Windows or Mac for a one-off session, or the Networking Now support agent for a computer we will look after long term.
Talk to Networking Now
Call or email and we will set up a time to look at your office. Remote support runs 8 AM – 6 PM Eastern, Monday to Friday.