Can we buy hardware somewhere else, and have SSNI install it?

Yes, but SSNI isn't responsible if the hardware selected is incorrect, inappropriate, or nonfunctional. For example, if you purchase a server from someone else and we spend time troubleshooting bad hardware, all of our labor is billable, and you still have to contact the company that provided the hardware to have them replace or repair it. SSNI does not provide warranty service for hardware. If you purchase hardware from us, we do have support recourse with the manufacturer, and will work with you to ensure that the manufacturer (or distributor) supports their warranty. More importantly, we'll make sure that you purchase the right hardware the first time.

Why are generic/clone servers a problem?

Generic (sometimes called "clone") servers are a problem because we can't get support from Novell & Microsoft for non-certified hardware platforms. We only use and recommend servers that are on Novell & Microsoft's certified and supported lists.

But my clone server is using a [brand name] motherboard, and that's certified!

We can only provide a support commitment as strong as Novell & Microsoft will provide. While both vendors support individual components, they can't and won't support those components outside the specific and exact configuration they themselves tested. When these vendors certify a server, they test and certify a complete system, rather than its individual components. There's no way for them to predict how a Brand A motherboard works with a Brand B SCSI controller.

I still think buying a brand-name server is a ripoff. I want you to support my clone server, anyway.

We will support generic servers to the best of our abilities, but you will need to sign a waiver of liability certifying that we are not responsible for any results (or lack thereof) from using a clone server, nor are we responsible for providing any type of warranty work or support on clone servers. Caveat Emptor.

Why do we need a UPS?

Your file server is holding your company's most important information. If a power outage or brownout occurs, data can (and usually will) be lost. Hardware damage can also occur, requiring you to spend many times the amount of money you would have normally invested in a UPS. A UPS allows the server to keep running during brief power outages and brownouts. During extended power problem situations, the UPS will signal the server to shut itself down gracefully, and will then power itself off until full and stable AC power is restored.

Do I need to change my UPS batteries?

We recommend changing your UPS batteries at least once every two years. If your UPS was manufactured before 1998, we recommend you replace the UPS completely, for a more current model with user-replaceable batteries. Replacement batteries are available from us, or from the UPS manufacturer directly.

Why do we need a tape backup system?

It is no longer "good enough" to back up a few files to floppy disk and call it a day. In the event of data corruption, most modern software - especially programs such as database and accounting systems - require restoring a complete "snapshot" of all of their files at a given point in time. In addition, it takes much longer and is much more expensive to pay us to rebuild your file server, reload the software, and reload all of your applications from scratch if we can't restore a full backup from tape. If you have a good tape backup system which can back up all of your server's data onto a single tape cassette or cartridge, that's all you need, along with a file server, boot floppies, and operating system media, to recreate your server from scratch. Even if your office burned to the ground, as long as you have a good backup tape, we can restore and recreate your server quite easily. Your data IS your company.

Why do we need so many backup tapes?

We recommend keeping at least two weeks' worth of daily (Monday-Friday) backup tapes, plus setting aside the last good daily backup prior to running your accounting system's month-end closing as an archival copy. This requires 22 tapes for the first year, which equals 2 weeks X 5 days (Monday-Friday) plus 12 monthly archival tapes. We suggest you pull a daily backup as your monthly archival tape, and replace it with a new tape. This will keep new tapes flowing into your tape rotation, preventing excessive tape and tape drive wear and tear.

Why do we need antivirus software on the server and workstations?

It only takes a couple of days for a macro virus to spread to literally tens of thousands of files on a busy file server. We require our clients to run antivirus software on the server AND on the workstations. Because computer viruses are evolving constantly, we strongly suggest that you update your antivirus software at least once a month.We can even set up workstations to automatically update their own software if you wish.

We don't understand any of this technical stuff! How can we find out more about it?

You hire us to explain it to you. We pride ourselves on being able to communicate with our clients in plain, non-technical language that makes complex technology (comparatively) easy to understand. We can also point you to local classes, user groups, and online resources for self-education.

How do we get assigned to an engineer?

In general, we try to match each client with the engineer who's both geographically closest to them AND who we think will provide the best cultural "fit" for a good working relationship. (We place a stronger emphasis on the relationship than the geographic location.) If there's a particular engineer of ours that you especially enjoy working with, we'll be delighted to assign them to your account as your primary engineer.

Can we pay with a credit card?

Absolutely. We accept Visa, MasterCard, Discover, and American Express. Many of our clients prefer to use credit cards, even for large purchases such as servers or printers. It's certainly an easy way to earn those frequent-flyer miles!

Are purchase orders accepted?

Yes, but only from qualified companies with excellent credit references. Please contact our accounting department to enquire about our credit application process. Most of our new clients are able to get approval for purchase orders right away.

What do we have to commit to in order to get 4-hour response?

Nothing. All of our clients receive 4-hour, 7 x 24 response. We have an emergency paging system with a certified engineer always available. As with all worthwhile things, accelerated response carries a cost. We charge a minimum of a 50% surcharge on our usual hourly rate for emergency calls, and a minimum of a 100% surcharge for emergency calls received after-hours. Please contact our office and request a copy of our billing rate sheet for full details.

Are service contracts available or required?

For clients with an ongoing support requirement, or who are planning a large project, prepaid support agreements are available which provide a 15% discount on all labor charges. You do not need a support agreement to work with us, however. We generally suggest that most new clients work with us on a pay-as-you-go basis until you get to know us better. If you'd like to establish a support agreement at that time, we'll happily oblige you.

When I'm ready to move forward, how do I purchase products from you?

We provide only written quotes. Just take our quote, sign and date it with the words "OK to purchase" on it, and fax it back to us. If your company uses purchase orders, just attach your signed purchase order. We do require an advance deposit on large orders. Please contact our office for details.

What happens if I need something, but don't know what specific product to ask for?

Tell us what you need. In most cases, we can recommend a specific product right away. If we need to research your question extensively, there may be a charge for engineering time. We will also let you know in advance when a question requires billable research to answer.

How do I get a quote on a specific product?

Call 650.525.4567 or email us at sales@supportnet.com to get a quote

Can we get a free evaluation of our system?

We will provide a complimentary one-hour onsite evaluation to clients within our service area (San Mateo, Santa Clara, San Francisco, Alameda, and Western Contra Costa Counties).