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F.A.Q.

Frequently Asked Questions

What is a Managed Services Provider?

Simply put, an MSP is an outsourced IT department. Reality is, very few businesses – and virtually no small- and medium-sized businesses – have the resources to create a world-class IT department on their own.

An MSP provides expertise, tools, and processes that most SMBs can’t create on their in-house.

Do you manage vendors so we're not stuck in the middle?

Yes. Vendor Management is one of the aspects clients love the most about working with us. We have staff who work with vendors to quote and order new PCs, firewalls, switches, and other equipment when you need it. We do it every day and know our industry and products well, and it will save you a lot of headache and frustration (and time lost) along the way. With Hermetic Networks as your vendor coordinator, we become the one point of accountability when it comes to resolving IT issues.

How do you monitor client satisfaction?

We have a survey initiative that helps us to monitor client satisfaction. All of our trouble tickets include a satisfaction survey, sent to every user involved after we’ve closed a Help Desk ticket, which gives them the opportunity to share more about their experience and provide feedback.

Why should we choose Hermetic over other providers?

At Hermetic Networks, we start by getting to know your business, its needs, and how we can help it thrive, emphasizing customer success every step of the way. Our proven process and our philosophy on service delivery with proactive, reactive, and strategic elements are the reasons we have a 100% satisfaction rate over the past 90 days and a list of clients that have been with us 10+ years.

Simply put - we make your success our focus, because we don't succeed unless you do.

What certifications do your staff hold?

Our staff is training in a wide variety of technical and security related competencies, including:

Microsoft Certified Professional (MCP)
Microsoft Certified Solutions Associate (MCSA)
Microsoft Certified Systems Engineer (MCSE)
Cisco CCNA
CompTIA A+
CompTIA Network+
CompTIA Server+
CompTIA Security+
EC-Council Certified Ethical Hacker (CEH)
ISC2 Certified Information Systems Security Professional (CISSP)
Offensive Security Certified Professional (OSCP)

Why should I consider an MSP instead of hiring IT staff?

The most compelling reason is because on day one, we come to you with the tools, processes, standards, and focus very few SMBs could match by hiring, training, and building their own IT department from scratch. Whatever your business, your staff should be focused on making you more effective at that business. Our job is to deliver the stable, reliable IT that allows your entire organization – including your technical specialist(s) – to be more productive and effective.

How often do you come on-site?

We come to your office for pre-scheduled onsite maintenance, projects, emergency response, strategic advisory meetings, and any other client meetings. If it is more convenient, you are welcome to come to our office for any meeting.

We also schedule recurring visits with clients to ensure daily technical challenges have a dedicated resource on-hand to help out.

What kind of training do you provide clients?

Hermetic Networks provides clients with a solid, multi-layered security profile. When an organization has a thoughtful, well-designed, well-implemented, and well-managed security posture, the easiest way for hackers to attack is to get help from End Users.

We provide Security Awareness Training both in-person and online to clients to prepare them for what to look for and what to do to mitigate their risk. Our Managed Services plans also include self-service online video training with monitored assignments to ensure users stay up to date on their own time.

We also send out regular security bulletins in the form of newsletters to keep our clients informed of breaking security information.

Do you have a list of references we can call?

Absolutely. We have a list of clients who you can call as references available upon request and provided to you as we discuss the possibility of working together.

How does onboarding work?

Our onboarding process is the result of over 15 years of experience working with small and medium sized businesses, all with unique starting points and challenges. We start by understanding your business, its people, and its processes, then break our onboarding into 3 primary phases, depending on your organization's objectives. By breaking our onboarding into distinct phases, we've helped businesses all over Virginia effectively launch their Managed Services initiative, streamline their IT, and achieve their goals more effectively than ever.