Frequently Asked Questions

Process

Q. How long will it take GURU to send someone out to help me?

A. GURU guarantees a 3-hour on-site emergency response for our clients, no matter the time or day.

Q.What if I need help in-between visits?

A.Call us!  GURU’s proactive support is designed to respond to our clients’ needs – and sometimes those needs come up between scheduled visits.  Our clients know they can call on GURU anytime for technical support.  With free help-desk, a guaranteed 3-hour response time and 24/7 emergency support, GURU has your business’s IT network covered.

Q.What if my network crashes overnight or on a weekend

A.GURU’s proactive support clients are provided with an emergency number to call in case of critical network failures during off-hours.  We guarantee to have a network engineer on-site within 3 hours of your call, no matter the time or day.

Q.Will we always have the same network engineer?

A.Yes!  GURU assigns each of our proactive support clients a primary, secondary and senior managing network engineer.  This “layering” is designed to provide our clients with consistent network management personnel and service designed specifically to support their network infrastructure.

Technical

Q.Can GURU remotely support my network?

A.Yes, GURU can remotely support your network.  In fact, we recommend it!  Upon administering your network, we establish a means of remote connectivity so that we can proactively dial into your network to provide server management, including server health, backups, memory usage, etc., to ensure that problems are caught before they arise.  This also speeds up the support process if any problems are to arise on your network relating to the server.  We also use Citrix's GoToAssist software to establish web meetings with end users if problems occur on client workstations. This method of technical support helps to quickly resolve your issues without having to come on-site, ultimately saving your company both time and money.

Q.How do I know that GURU is qualified to work on my network?

A.Since 1995, GURU has supported hundreds of networks with different technologies in different fields.  Whatever your IT support needs might be, chances are we've seen it before.  We have experienced and certified network and IT engineers with different specialties.  We'll make sure you are matched with one that can best support and administer your network.

Q.What hardware does GURU support?

A.While there are certain technologies that GURU recommends for our clients, depending on their size and needs, we understand that you might have older or less popular hardware that was purchased in the past.  We support all hardware and have network engineers and consultants with experience with every brand imaginable.  We'll even help you transition to the latest technologies if we feel it will improve your network's performance.  We work closely with and have partnerships with numerous hardware vendors such as Dell, Hewlett Packard, Apple, IBM, Cisco, Watchguard, and Netscreen.

Q.What software does GURU support

A.GURU works closely with and recommends all the major software vendors, such as Microsoft, Symantec, Veritas, and Citrix.  However, we realize there are thousands of software vendors out there, big and small, that create software that might be specific to your company's needs.  Whatever your company's software needs are, we will be sure they are met, even if it involves working closely with your software vendor, or getting our engineers trained.  We will adapt to your software setup in order to ensure that all your IT needs are met.