Now that you’re taking steps to invest in the Cloud and are preparing for your transition, you’re probably discovering that you’ve got questions.
While your account rep is available to field the questions you’re already asking, here are some questions that you may not have thought to ask and that your Cloud vendor won’t tell you in advance.
When I Have a Problem, Who do I Call?
Each business that partners with us will have their own account rep. This rep is available for issues, concerns, questions, and other dilemmas that may arise during and after your transition to a Cloud-based or hybrid Unified Communications (UC) solution. For operational questions, we have help staff available to field basic questions on application management. Techs are also available for high-level questions about new integrations and software updates.
What Is Included in My Package?
This will vary according to the solution that you’ve chosen for your business. Remember that your UC solution and transition are unique to your business, so it is important to refer to your SLA for details on exactly what services you will be provided with.
In general, things you can expect your UC vendor to handle include ongoing maintenance to your UC systems, data center redundancy, and remote employee functionality. Because a UC solution can be tailored to fit unique business needs, your UC vendor may also provide management of new users and implementation of new software, or they may work as a support to your IT staff to ensure that integrations with current systems go smoothly.
What Is Not Included in My Package?
Your Cloud UC vendor will not maintain or manage any on-site hardware, develop new internal business programs, or manage your internal IT staff. Again, we recommend that you reference your business’s individual SLA. If you’ve got questions on something that’s missing, contact the sales associate or account rep to discuss it. It may be that you’re able to add an addendum to your SLA.
Does Availability Extend to Data?
In the event, that system availability becomes an issue, what becomes of data that may have been lost? Depending on when your system was last backed up, you stand to lose a significant amount of data. Client information, staff projects, transaction information — all this is vulnerable to lose.
It’s important that you discuss data integrity with your chosen Cloud UC vendor. You need to know that your contract requires regular full-system backups in order to provide data loss for your business.
Who maintains data for legal or compliance purposes? In the event of a contract termination, what will happen to the recorded data?
For businesses that frequently deal with sensitive information that is often required for legal or compliance purposes (such as those in the healthcare or legal industries), it is vital to know that your records are stored securely. In the event that records are required, who will be assisting you in retrieving this? Is long-term storage an option?
What happens to this data if a contract is terminated? Some providers may delete all data immediately following a termed contract, or within a relatively short period, such as 30 days. It is important that, as IT director, you know how much time you have to retrieve data following the termination of services so that you may plan its preservation accordingly. It is equally important that you know how to access data for legal and compliance purposes quickly.
Answer Your Cloud Questions
Don’t leave questions unanswered. Our team is here to ensure that you receive answers to everything you need to know — even the questions you haven’t thought to ask yet.