Telecom 

What are your rates for technical support?

WSA fully supports the voice systems we deploy. We package our support for these systems with manufacturers extended warranties for components and software, as well as any on-site or off-site labor associated with a repair, including software/firmware upgrades. For administrative tasks, such as adds, moves and/or changes, our rates are very competitive.  We offer several maintenance packages that fit customer’s needs and assist them in predicting their telecom expenditures.

 

What is your return policy on equipment?

If a warranted component is deemed to be defective, it will be replaced at no charge. Returns for convenience are accepted if the item is in “like new” condition, in the original packaging, within 30 days of delivery. Some returns may be subject to a restocking fee.

 

Do you have a service trail?

WSA maintains a complete service history of the systems we deploy and service. Each service-call generates a service-ticket, which is stored for the life of the equipment.

 

Is Is there a contract?

WSA will provide pricing for an on-going service and support contract, in addition to manufacturers extended warranty.

 

Will you program the system for our company?

Absolutely! We will install, setup, and train users on how to use the system. Additionally, WSA will provide simple, easy-to-use tools that will enable a local administrator to perform routine tasks, such as reassigning an extension, new user set-up, etc.

 

How long have you been in business?

WSA was established on June 14, 1994.

 

Where can I find reviews, referrals or references?

WSA will gladly provide references/referrals upon request.

 

How will I know the telephone system will remain reliable?

Cisco is one the world’s leading communication providers. Starting at the enterprise level, Cisco has leveled the playing field for small businesses, giving them affordable and cost-saving technologies. When new technologies are created, Cisco ensures that their older products are compatible and will work seamlessly; therefore, making your Cisco purchase future-proof.

 

Cisco’s Unified Communication (UC) offers the ability to significantly improve how individuals, groups and companies interact and perform. In many cases, Cisco’s UC is deployed to extend and add functionality to established communication investments.

 

How user-friendly is your system’s interface?

Extremely user-friendly! Our technicians will assist you in setting up and configuring your phones to maximize usage, as well as leave a “How-To” guide for quick reference. We are here to help and ensure that our clients are complete satisfied with their purchase.

 

What sort of faxing services does your company offer?

WSA can assist your business with multiple faxing options. From traditional faxing to e-faxing, we work with our clients to find a solution that best fits your needs.

 

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Choosing an IT provider

Do they answer their phones “live” and respond to support issues in one hour or less?

When calling WSA at 703-333-3380, you will be prompted to press 1 for Technical Customer Service, or 2 for Accounting. From there, you will speak with an available, live person. Should all representatives be on the phone, you are more than welcome to leave a voicemail or contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. . WSAs Service Level Agreement (SLA) states that we will respond within 15 minutes of notification.

 

Are they remotely monitoring your network 24/7, 365 days/year to keep critical security settings, virus definitions, and security patches up to date?

Under WSA’s NOC911 Level 1 & 2 or Comprehensive 365 service plans, we monitor all enrolled devices 24x7x365. Also included is Anti-Virus and Anti-Malware protection. Security patches are deployed weekly on a mutually agreed time/day between us and our clients.

 

Do they insist on monitoring an offsite as well as an onsite backup?

For devices enrolled under our NOC911 service, we actively monitor 24x7x365. WSA also has various options as far as backing-up your data. Clients enrolled in our On-Premise Private Cloud service enjoy a total backup of their environment on a daily basis, both onsite and offsite.

 

Do they insist on doing periodic test restores of your backups to make sure the data is not corrupt and could be restored in the event of a disaster?

In correlation with our clients’ policy documentation, we encourage our clients to conduct an annual (or bi-annual) disaster recovery drill to ensure their environment is working as expected. WSA will assist in retrieving, restoring, testing, and verifying that data is recovered and that the plan works. It is imperative that our clients have a Disaster Recovery Plan in place; WSA can provide assistance with creating a policy set to suit your industry.

 

Do they provide you with written network documentation detailing what software licenses you have, critical network passwords, and hardware information; or are they the only person with the “keys to the kingdom?”

WSA documents your network, creates and maintains a list of your software licenses, creates and maintains a list of hardware and software warranties, and creates an administrator account/password used to manage, maintain and secure your network. This information is maintained and stored in WSAs CMS system; however, it will be given to the client upon request.

 

Do they consistently (and proactively) offer new ways to improve your network’s performance, or do they wait until you have a problem to make a recommendation?

WSA is proactively monitoring our clients’ devices enrolled in our NOC911 service. It is our goal to get our client’s IT environment to a steady-state, and we will then proactively recommend ways they can better leverage technology to improve their business operations.

Do they provide detailed invoices that clearly explain what you are paying for?

Yes, WSA provides itemized invoices so you can track your expenses and where/whom those funds are being allocated.

 

Do they have other technicians on staff who are familiar with your network in case your regular technician goes on vacation or gets sick?

All of WSAs technicians are aware of our clients’ environments, and are updated each morning during an internal daily call. Additionally, all client IT related information is available to all technicians through our CMS portal.

 

Do their technicians maintain current vendor certifications and participate in ongoing training?

Yes, WSA encourages our technicians to stay abreast of the latest technology; as well as offering tuition/certification assistance when needed. We want our “bench” to be as qualified as possible. Additionally, our vendors require WSA to maintain active certifications on their products.

 

Do they explain what they are doing and answer your questions in terms you can understand? (not geek-speak)

WSA understands that not everyone enjoys technology like we do, therefore, we will always try our best to answer your questions in a user-friendly way. We believe that an informed client is a happy client.

 

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1-800-927-4715