We Know You Have Questions - Hungerford Technologies

You Asked, We Answer

What do we sell?

  • Hungerford Technologies Advisory & Support Services
  • Hosted VoIP Phone systems

But your website says you sell other stuff – what gives?

Yeah, we do sell other stuff, but if we were bakers – those are all the ingredients of the cake.  We prefer to sell you the whole cake, already baked and delicious, as most our customers are not bakers.

We do sell other managed services, and we offer T&M based support, but our happiest customers are engaged at an Advisory and Support level. Our decades of experience in this industry, as well as the feedback from our clients, has overwhelmingly reinforced this.

What do you do differently than the competitors?

We differentiate ourselves in a few critical ways:

  1. Our service delivery model – we feel passionate that the per-user model is the right way to do business because it’s the user, your employee, that we need to focus on. The servers, network gear, and other IT equipment are the means for them to get work done. We take care of those devices based on the needs of your users.
  2. Our Advisory Services – our Advisory Team enables us to offer you true IT advisory services to help you manage your technology and plan for the IT future of your business. Our net admins give you proactive service during their regular visits, making sure our hands-on approach is keeping your business running smoothly, allowing you to keep ahead of an always changing world of technology.
  3. Our company family – did you know that Hungerford Technologies is a part of a family of companies? Hungerford Nichols CPAs + Advisors is our parent company and partner, and they offer over 75 years of business and financial experience. Hungerford Financial and Hungerford Valuation are also a part of that team, offering great services in financial planning, investing, valuation, and other top services. Please see hungerfordnichols.com, hungerfordvaluation.com, or hungerfordfinancial.com for more info!

Beyond that – we are always looking to the future, testing new technology, and evolving ourselves and the business. Stay tuned for more.

 

What do you mean by Managed Service?

The term Managed Service is commonly used to refer to services provided on an ongoing basis and billed monthly.  Most IT companies reference remote monitoring and provide a fixed monthly price per device with a limited amount of support, meaning that additional support is extra.

The Hungerford Technologies Advisory and Support Services is a standards-based review and advisory service to keep in sync with our customer’s business and proactively get ahead of issues.  All reactive support, whether remote or onsite is included in our monthly fees for partners, and is unlimited.

We’re taking a big risk, but it aligns us with our customer’s best interests.  By being proactive, we reduce the amount of support required, lowering our costs and providing you with exceptional value.

How will my business be impacted if I go with you?

For the better! That’s the point, right? We strongly believe that our service delivery model is the answer to your IT woes. Stable, consistent pricing, a fair value for a lot of great service. True advisors with a trust based partnership.

We understand our solutions may not be the cheapest, but you get what you pay for. Let us show you the value, or talk to one of our partners that will be happy to tell you the good, and the bad, of their experiences working with us.

What other business like us do you serve?

Several. We have clients across many verticals throughout the West MI area and beyond. We work in the Small to Medium Business (SMB) market, so our ideal customer size is typically 10 – 150 employees, and generally within 90 minutes of Grand Rapids. Since our focus is on the user and core infrastructure, 80% of user issues, no matter the industry, are on Microsoft software and Intel hardware. Every business has a unique software package, and we work closely with that software vendor to coordinate on issues.

What does our transition plan look like?

We like the on-boarding process for our partners to take a month. During that month, we’ll schedule your first Net Admin alignment visit. During this visit, your dedicated Net Admin will make his rounds, introducing him or herself and talking to every user we can find, they’ll look over and document your whole site (or sites), and they’ll run through our review checklists to see how your business lines up with our best-practice IT standards.

Additionally, we’ll have our Professional Services team install the agents and tools we use to help monitor and manage your environment, we’ll send you training materials and documentation so there is never confusion on how you can contact our Support team.

We’ll have the advisory team meet with you at the end of the on-boarding process to review your environment and help you budget and plan for your IT future.

During that meeting, we’ll schedule the rest of your Net Admin alignments and Advisory meetings for the next year.

After the on-boarding process is complete, you’ll see your Net Admin and Adviser on a regular basis, your Account Manager will check in and make sure your happy, and our Support and Professional Services team will make sure things are running smoothly, as well as implement projects.

Our last migration was a mess, how can you guarantee it will go smoothly?

Let’s be honest: we can’t. Technology is a fickle thing – sometimes weird stuff just happens. There is always risk. But how do we manage that risk? Planning, coordination, and open, honest communication. If you haven’t realized yet, we pride ourselves on being transparent and honest with our costs and what you can expect when you work with us. That extends to everything that we do.

We’ve got a team of experienced professionals who will do their very best to make your migrations and projects smooth; but at the same time – change is hard and there are always risks.

Only thing we can really do is point you towards partners we’ve done similar projects for, and let you talk to them about their experiences working with us.

How many employees do you have?

Less than 20, but we’re growing. We serve over 200 clients, and 3/4th of our team is technical engineers. We strive to run lean and efficient. All our managers have a strong technical background in addition to combined decades of experience in this industry.

How long have you been in business?

About 20 years in total, though our parent company Hungerford Nichols CPAs + Advisors has served West MI for over 75 years. That’s important because we share the same values and ongoing involvement in our community as the rest of the Hungerford family of companies.

What do you specialize in?

  • Interest aligned IT partnerships
  • hosted VoIP phone systems
  • memes?

What are the hidden costs?

None. We put everything on your invoice, line by line. We can and will gladly provide more details too if your invoice isn’t detailed enough.

When should I hire a full-time employee?

Never! No seriously – for your cost to hire 1 or 2 junior-level engineers, you could instead leverage the power and expertise of a professional IT service company full of more than just junior engineers, but also senior engineers as well as other technology experts, project managers, admins, and advisers.

You just can’t beat the economies of scale. Unless you need an entire 10 to 20+ full-time, onsite dedicated IT support and administrative team in your enterprise, it just makes more business sense to outsource to an MSP.

Who is not a good fit for HT?

Companies who aren’t willing to invest in their technology and their businesses IT future. It’s sounds harsh, but it’s true.

Here’s what you are investing in:

  • Dedicated support and professional services
  • Proven technologies, hardware, and software
  • Protecting and safeguarding critical data
  • Helping ensure productivity and business continuity
  • Security and safety against digital threats
  • Aligning your business with industry best practices
  • Budgeting, planning, advise and strategic alignment of resources

What that means is that if you want to NOT do these things, and instead only call someone when something breaks, we are not the best fit for you.

How soon can you start?

How soon do you need us to? But seriously – in technology we’ve found that planning, coordinating, and communicating are the key to success. We certainly can blast our way through, putting out fires as we go – if you have an aggressive timeline you need to hit, we can accommodate that… but always remember the golden rule of technology: you have speed, cost, and quality – pick two!

How do I make a request for help?

We prefer that you use our ticketing system by e-mailing our Support Team.

If you can’t get to your e-mail, or have an emergency, or don’t have access to the internet or your computer(s), please call us at (616) 949-4020 and our Support Team will get a ticket started for you!

Who will my main contact be?

Your account manager will always be a good place to start if it’s not a technical concern or problem (that goes to the Support Desk!) but otherwise your Advisory Team will always be happy to hear from you!

Will I have a dedicated technician?

Yes and no. Our partners will have their Advisory Team who is responsible for learning all they can about you and your environment, and will be involved in all “big stuff” you do like projects. But our Support and Professional Services teams work across our entire client base, making sure everyone gets the service they need.

Can it all be done during normal business hours?

No. After hours is a must for proper maintenance and upgrades. We can do things in the middle of the day, but it will probably cause disruption that effects your productivity.

How do you help support us during extended business hours?

We’ve got mechanisms in place to make sure that if you need support, you’ll get support. We’ve got a rotation of on-call Engineers that will respond to any after-hours emergencies, outages, and critical support requests.

When we originally started, we thought our costs would be X but now it has grown to Y – what gives?

Growth is good. Backup costs grow because you accumulate more and more data over time. Email is the same way. Your businesses head-count is hopefully growing too. All of this adds up to higher costs to manage and maintain your businesses IT. If you feel like something is out of line, let us know – we’re always happy to do the research and show you the value you are getting from Hungerford Technologies.

What are your response times like?

Our goal is immediate. You give us a ticket, we respond very quickly. You call, we pick up the phone and a real person answers. Our SLA is our minimum standards, we expect our staff to do better. The real answer? Our response times are never “good enough” – they can always be better until they are immediate. We strive to call YOU when there is a problem we see, not the other way around.

How do I check the status of issues?

Hopefully, you never need to because our team members are rock stars at communicating with you and being proactive. However, if we do let something slip, shame on us! You can always give us a call or e-mail any time.

Will you know about an issue before I do?

In some cases, yes. Our standard based approach and reviews will help identify risks and we’ll give you recommendations on actions to mitigate or eliminate those risks before they become issues for you.

If you are talking about an outage or downtime, to be fair – our systems alert us after a real problem occurs. If your internet goes down or power fails, or you have a server crash without warning, you’ll probably notice before us! Hopefully we notice very quickly thanks to those support tools, and reach out to you to ask “Is everything OK?” before you get a chance to call us.

If I go with you, will I get hacked?

We hope not, but it is possible. We’ve got solutions to most of the risks that will contribute to whether you get hacked, but we also understand that security can’t be so limiting and obstructive it prevents you from getting work done. There must be a balance.

You will always have risks, and we will always do our very best to help you mitigate them, but unless you are willing to sacrifice productivity and ease of use to the point of absurdity, there is always a chance.

What is the difference between external vulnerability vs PEN testing

External vulnerability testing probes your network for weak points and documents them, so that recommendations can be created to strengthen those weak points. Penetration testing actively tries to exploit those weak points and gain access or cause disruption. We don’t do pen testing because we don’t want to disrupt your business, and to be frank – most small to medium businesses don’t need to worry about dedicated penetration testing.