FAQs

FREQUENTLY ASKED QUESTIONS

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What are the benefits of Managed Services?

Edafio Technology Partners is a 20+ year old IT services firm support clients of all sizes. Our industry-specific focus has led Edafio to develop substantial expertise that allows us to offer a cutting-edge IT perspective to a variety of industries.  One of our core values is to be committed to our client’s success, so we value being on-site with our clients to help them run and protect their business

What if we already have internal IT staff?

That is not a problem! Many of our clients have an internal IT support staff that we are able to supplement with our team of knowledgeable experts.

What makes you different from other MSP's?

Edafio Technology Partners is the oldest and largest mid—to enterprise-level focused IT service firm serving Arkansas. Our industry-specific focus has led Edafio to develop substantial expertise that allows us to offer a cutting-edge IT perspective to healthcare and financial institutions. Our expertise enables clients to reach their growth goals effectively, while simultaneously remaining secure and HIPAA compliant.

How do I open a service ticket?

If you need IT support, please visit our Network Operations Center page or feel free to contact us using one of the options below:

Phone: If you need immediate assistance, call us at 501-221-4100 in Central Arkansas or 479-876-8855 in NWA.

Office hours are 6:00 am-6:00 pm, Monday – Friday. If you need assistance outside of these hours, please leave a message and our on-call support will return your call as soon as possible.

Email: If your problem does not require immediate assistance, please send a detailed description of the problem to servicedesk@edafio.com. A ticket will be automatically created in our system, and one of our engineers will contact you at the next available opportunity.

Portal: The client portal allows you to view the status of your existing tickets and to open new tickets.

What are your business hours?

Our business hours are Monday thru Friday 6:00 am-6:00 pm and CST. Our monitoring services are available 24x7x365.

We are closed on New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day.

How do I get in touch with support after hours?

To recieve help after-hours, please send an email to servicedesk@edafio.com or call 501-221-4100 – Central Arkansas or 479-876-8855 – NWA and be sure to leave a detailed message. An engineer will return your call as soon as humanly possible.

How far will you travel for a client?

Edafio has three locations: North Little Rock, Conway, and Rogers. Although the majority of our clients are in the Little Rock and NWA metro area. However, we work with numerous clients all across the state.

How is help dispatched?

Service is dispatched in three different ways to allow for problem resolution. Edafio’s Network Operations Center technical team can resolve 95% of all issues either by phone or via remote assistance.

Phone – Edafio works with users over the phone to fix technical problems.

Remote – Edafio uses the internet and remote assistance to gain control of computers, servers, or other connected devices to remediate issues quickly and effectively.

On-Site – Our clients have a primrary engineer can be readily available to help resolve issues immediately.

If I have cloud-based management, why do I need a support desk and security services?

Have you tried calling the SaaS provider? Typically, they have long wait times.

If the issue is network related, they will not assist. Delay leads to downtime, and downtime is costly. There are many network related issues not covered by the SaaS provider, such as:

  • Managed firewall, switch, and general network security;
  • Server environment management and monitoring;
  • Network connectivity;
  • Patching and updates; and
  • Cybersecurity – military-grade defense against ransomware and other cyber-attacks.

What industries do you serve?

e support clients across virtually all industries – see below for examples.

  • Healthcare
  • Financial
  • Manufacturing
  • Insurance
  • Law
  • Communication
  • Non-Profit
  • Construction
  • Architecture/Engineering
  • Retail

How should I protect my business against cyber-attacks?

We are experienced with designing and implementing robust security system to protect against ransomware. These involve user education and preventative measures; system monitoring and threat detection; and remediation when necessary. Call us anytime! We are here to help!

If my company changes in size, what happens to my managed service agreement?

At Edafio – we excel at scalability and make a joint effort to grow or shrink to adapt to our clients needs. Our main priority is to support our clients as their business evolves.

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