Frequently Asked Questions

“I am delighted to share our overwhelmingly positive experience with Info Advantage, our chosen telecommunications partner, as Camp Stella Maris underwent a much-needed switch to our phone system earlier this year. As a nonprofit organization, we were not only seeking efficiency and reliability but also a provider that aligned with our values and supported our community. The transition to Info Advantage’s phone system has been nothing short of seamless, and the impact on our daily operations at Camp Stella Maris has been truly remarkable. From the initial consultation to the ongoing support, Info Advantage has demonstrated an unwavering commitment to excellence and a genuine understanding of our unique needs as a nonprofit. What sets Info Advantage apart is not only their state-of-the-art technology but also their dedication to providing value-driven solutions. As a nonprofit, every penny matters, and Info Advantage has proven to be a cost-effective choice without compromising on the quality of service. Their team took the time to understand our organization’s communication requirements and tailored a solution that not only meets but exceeds our expectations. The reliability of Info Advantage’s phone system has significantly enhanced our ability to connect with our stakeholders, donors, and the families we serve. The crystal-clear audio quality and user-friendly interface have streamlined our communication processes, allowing us to focus more on our core mission of providing a transformative camp experience for children. What truly stands out about Info Advantage is their commitment to the local community. Being a local company, they understand the importance of supporting nonprofits like ours. Their team has gone above and beyond to ensure that our transition was smooth, offering personalized support and demonstrating a genuine interest in the success of Camp Stella Maris. In conclusion, I wholeheartedly recommend Info Advantage to any organization, especially nonprofits, seeking a reliable, efficient, and value-driven phone system. Their dedication to excellence, coupled with their understanding of the unique needs of nonprofits, makes them an invaluable partner for organizations looking to make a positive impact in their communities. Thank you, Info Advantage, for not only providing us with a top-tier phone system but for being a true partner in our mission.”

JOHN QUINLIVAN, EXECUTIVE DIRECTOR

Camp Stella Maris

“We enjoyed another successful year at Hoag Library in no small part due to our relationship with Info Advantage. With the help of Johnathan and Linda we replaced many of our computers this year and have finally gotten all of our equipment onto a three year cycle for replacement. The installation of the new computers was handled in house knowing that if we needed help it was only a phone call away. Jeremiah was instrumental in helping us get all of the new equipment online and swapping out some other equipment with items that were at the end of life. Other times we have depended on Jacob to help us figure out why we were having problems. (an unknown power outage was one cause.) and he and Kris reset programs when we could not make successful updates. We were also unable to catalog new books when the dedicated computer went down. We sent the computer to IA , they performed “magic” and Jacob returned it and reinstalled it until our new computers came in.”

BETTY SUE MILLER

Director Hoag Library

“I have been working with the Info Advantage team for a little over a year now as the IT Manager for VP Supply Corp. Words cannot describe the difference Info Advantage has made in my ability to do my job and protect our network and information assets. What started as a hardware vendor has now evolved into providing MSSP services to better protect our network – and we could not be happier with the quick return on investment this has given us. I would like to give a special shout-out to the members of the Info Advantage team who have not only done their job exceptionally well but have also mastered the soft skills and make me feel as though I can always reach out if we need them. Johnathan, Chris Chan, Chris McDonald, and Nick Wetherwax have been outstanding over the past year. With continued success like this VP Supply will have Info Advantage as a partner for many, many years to come!”

ADAM DEKRAMER

IT Manager VP Supply Corp

“In 2015, our office space was nearly a complete loss in a fire damaged building. Everything we had was either reduced to rubble or soaked with water. We had been utilizing Info Advantage for several years for maintenance of our computer network and replacement of portions of it. They arose to the occasion helping us be able to get back to business. First, they had all our data recovered from our water soaked server. They then put together a completely new network for us. From the research we did at the time, we found that Info Advantage was providing us a relatively cost effective system that suited us very well. We especially appreciate the guidance they provided helping us with our selections.”

SCOTT POWELL, PRINCIPAL

AIA Architectura PC / Rochester, NY

“I have worked with Info Advantage over the past 12 years at a couple of companies. This year, Info Advantage helped me deploy a new VMWare / EMC environment for my current employer. During the selection process, they were very responsive with quote changes, responses to questions and updates explaining every aspect of the roll-out. They were very willing to take my current level of knowledge into consideration in the quoting process and their quotes were very competitive. Once awarded the project, Info Advantage proceeded very quickly to order and install the hardware in agreed time with on-hands training and system documentation for me. I would personally recommend Info Advantage for any project.”

CLINT SCHWAB

Durst Imaging / Rochester, NY

“We enjoyed another successful year at Hoag Library in no small part due to our relationship with Info Advantage. With the help of Johnathan and Linda we replaced many of our computers this year and have finally gotten all of our equipment onto a three year cycle for replacement. The installation of the new computers was handled in house knowing that if we needed help it was only a phone call away. Jeremiah was instrumental in helping us get all of the new equipment online and swapping out some other equipment with items that were at the end of life. Other times we have depended on Jacob to help us figure out why we were having problems. (an unknown power outage was one cause.) and he and Kris reset programs when we could not make successful updates. We were also unable to catalog new books when the dedicated computer went down. We sent the computer to IA , they performed “magic” and Jacob returned it and reinstalled it until our new computers came in.”

BETTY SUE MILLER

Director Hoag Library

“I have been working with the Info Advantage team for a little over a year now as the IT Manager for VP Supply Corp. Words cannot describe the difference Info Advantage has made in my ability to do my job and protect our network and information assets. What started as a hardware vendor has now evolved into providing MSSP services to better protect our network – and we could not be happier with the quick return on investment this has given us. I would like to give a special shout-out to the members of the Info Advantage team who have not only done their job exceptionally well but have also mastered the soft skills and make me feel as though I can always reach out if we need them. Johnathan, Chris Chan, Chris McDonald, and Nick Wetherwax have been outstanding over the past year. With continued success like this VP Supply will have Info Advantage as a partner for many, many years to come!”

ADAM DEKRAMER

IT Manager VP Supply Corp

“I have worked with Info Advantage over the past 12 years at a couple of companies. This year, Info Advantage helped me deploy a new VMWare / EMC environment for my current employer. During the selection process, they were very responsive with quote changes, responses to questions and updates explaining every aspect of the roll-out. They were very willing to take my current level of knowledge into consideration in the quoting process and their quotes were very competitive. Once awarded the project, Info Advantage proceeded very quickly to order and install the hardware in agreed time with on-hands training and system documentation for me. I would personally recommend Info Advantage for any project.”

CLINT SCHWAB

Durst Imaging / Rochester, NY

IT Support FAQ's

What are your hours of operation?

Our regular business hours are 8:00 AM - 5:00 PM ET, Monday through Friday, during which our team provides proactive support, management, and strategic consultations.

Do you offer 24/7 support?

Yes. We provide 24/7/365 support for critical issues, including after-hours, weekend, and holiday incidents. Outside normal business hours, you’ll be connected with an on-call technician who can remotely resolve issues or dispatch on-site support when necessary.

Are Managed Services only for large enterprises?

No. Managed services are ideal for small and mid-sized organizations that need reliable IT without the cost of building an in-house team. We act as your outsourced IT department - providing enterprise-level tools, expertise, and security at a predictable cost.

What happens when hardware fails or software needs to be installed?

Hardware failures and software deployments are normal events - and they’re covered. We manage replacements, repairs, software rollouts, updates, and integrations as part of your managed services agreement, so you’re not dealing with downtime or surprise costs.

What happens when I call for support?

You’ll get a real person, not a voicemail system. We’ll gather details, assess urgency, and begin troubleshooting immediately. If the issue cannot be resolved remotely, we’ll schedule on-site support as needed. Throughout the process, you’ll receive clear communication and status updates.

Can my employees contact you directly, or should everything go through me?

Your employees can contact us directly. We encourage fast reporting so issues don’t slow down productivity. With a managed services agreement, support is unlimited and included, so there’s no penalty for reaching out.

Do you offer cybersecurity services?

Yes. We provide a comprehensive security stack including:

1. 24/7 monitoring and threat detection

2. Vulnerability assessments and penetration testing

3. Firewall and network security management

4. EDR/antivirus solutions

5. Security awareness training

Our goal is to prevent breaches before they occur - not just react to them afterward.

How quickly can you respond to support requests?

Response times vary by issue severity, but typical targets are:

1. Critical issues: immediate/within 15-30 minutes

2. High priority: same business day

3. Standard requests: 24-48 hours

We use service level agreements (SLAs) to guarantee performance and accountability.

What industries do you specialize in?

We support organizations across sectors including professional services, healthcare, legal, manufacturing, finance, A/E/C, and non-profits. Our solutions are tailored to industry-specific regulations, workflows, compliance requirements, and user needs.

Do you help with compliance (HIPAA, PCI, etc.)?

Yes. We assist with risk assessments, documentation, monitoring, and ongoing compliance management to help organizations meet requirements such as HIPAA, PCI-DSS, and other industry standards.

What if we already have an internal IT person?

We often partner with internal IT teams. We can handle infrastructure, monitoring, cybersecurity, and help desk while internal staff focuses on business-specific systems, strategy, and projects. It’s a co-managed IT model - not a replacement.

How do you charge for managed services?

Pricing is typically flat-rate, based on your environment - often per user, per device, or bundled by service tier. This keeps costs predictable and scalable as you grow.

Do you provide on-site support in the Rochester area?

Yes. We provide on-site support across Rochester and surrounding areas when issues cannot be resolved remotely or when new hardware or infrastructure must be installed.

How do you protect our data and backups?

We provide managed backup services with:

1. Automated, encrypted backups

2. Cloud, local, or hybrid storage options

3. Regular testing and verification

4. Rapid recovery for files, servers, and workstations

We design backup strategies based on your security, uptime, and compliance needs.

How do we get started?

We begin with a no-obligation consultation and IT assessment to evaluate your current systems, risks, and goals. From there, we build a tailored support plan with clear pricing, onboarding timelines, and priorities.

iaGuardianMSP Solutions Builder

See what IT should actually cost your business. Use our calculator to estimate your monthly budget based on your team size, needs, and security requirements. Click the button to get your estimate.

Nonprofit Organizations - FAQ's

Can You Support Our Donor CRM?

Yes. We support platforms like Bloomerang, DonorPerfect, and others. We help manage updates, integrations, and troubleshooting to keep fundraising operations stable and effective for your staff and volunteers.

What If Our Staff Works Remotely?

We provide remote access tools, secure authentication, and endpoint management to support staff and volunteers working from home, in the field, or at events.

Do You Work With Technology Grants?

Yes. We help nonprofits apply for and manage technology grants by providing required documentation, estimates, and support for compliance and reporting.

How Do You Keep Our Data Safe?

We secure nonprofit systems with antivirus, encryption, access control, and backups. We also provide training and support to help staff use systems safely and confidently.

What Kind of Support Do You Offer?

Our help desk provides fast, friendly support for all users. We assist with everyday technology problems and provide ongoing system monitoring to prevent downtime and data loss.

Financial Service Organizations - FAQ's

Do You Support Financial Compliance Requirements?

Yes. We help meet FINRA, SEC, NIST, and other industry regulations through policy development, system hardening, and documentation. We also support audit preparation and examiner requests.

How Do You Protect Client Data?

We implement layered cybersecurity, including encryption, threat detection, multi-factor authentication, and policy enforcement to keep sensitive financial data safe from internal and external risks.

What If We Use Industry-Specific Software?

We support a wide range of financial platforms. We also coordinate with your vendors to troubleshoot problems, manage updates, and ensure availability of mission-critical applications.

Can You Help With Cyber Insurance Readiness?

Yes. We help you meet the technical and policy-related requirements requested by most cyber insurers, including risk assessments, backup standards, and user training programs.

Do You Work With Small and Mid-Sized Firms?

Absolutely. Our services are designed to scale with you. Whether you are a local advisor or a growing regional institution, we tailor IT services to fit your size and needs.

Healthcare and Medical Organizations - FAQ's

Do You Provide HIPAA Documentation and Support?

Yes. We help you meet HIPAA standards with policies, audit logs, access controls, encryption, and staff training. We also support security risk assessments and compliance reporting for auditors or insurers.

Can You Support Our EHR Platform?

We support all major EHRs and work directly with your vendor to troubleshoot, escalate, or maintain integrations. We also resolve connectivity, login, and printing issues tied to medical workflows.

What If Our Systems Go Down?

We monitor your infrastructure and respond immediately to outages. Our team diagnoses issues, applies fixes, and coordinates with vendors to restore access so your staff can return to patient care quickly.

How Do You Help With Cybersecurity?

We deploy antivirus, firewalls, MFA, patching, and more. We also train staff to recognize phishing and handle PHI correctly. Cybersecurity is built into our managed IT services for healthcare.

Can You Support Multi-Site Locations?

Yes. We help medical groups manage infrastructure, users, and systems across multiple sites. We centralize support, streamline access, and ensure consistent performance no matter where your staff works.

Manufacturing and Distribution - FAQ's

Can You Support Our ERP System?

Yes. We work with many ERP platforms and provide assistance with performance, user access, updates, and vendor communication. We help keep business systems stable and connected.

What Happens If Our Network Goes Down?

We monitor your infrastructure continuously. If an issue occurs, we are alerted immediately and begin resolving the problem. We also configure network redundancy to minimize the risk of complete failure.

Do You Support Plant and Warehouse Equipment?

Yes. We support the networks and devices used in warehouses and production facilities. This includes scanners, mobile tools, and terminals connected to your inventory or manufacturing systems.

How Do You Help Prevent Downtime?

We reduce downtime through constant monitoring, routine patching, infrastructure checks, and proactive troubleshooting. Our support model is designed to address small issues before they affect operations.

Can You Help Protect Our Intellectual Property?

Yes. We protect design files, customer records, and proprietary data with access controls, encryption, and continuous monitoring. We help prevent unauthorized access and ensure sensitive information remains secure.

Legal Firms and Attorneys - FAQ's

Can You Support Our Legal Software?

Yes. We support most major practice management systems and will work with your vendor to troubleshoot issues, manage updates, and maintain integration with other office tools and platforms.

Do You Help With Confidentiality Requirements?

Yes. We configure encryption, access logging, and data protections that support legal confidentiality and meet state bar and ethical requirements for attorney-client communications and data handling.

What If We Need Help During a Trial?

We provide responsive support for urgent legal needs including remote access, data recovery, and on-site assistance. Our help desk team understands the time sensitivity of legal proceedings.

How Do You Protect Client Data?

We apply encryption, multi-factor authentication, endpoint protection, and network security to prevent unauthorized access. We also provide staff training to reduce the risk of human error or accidental exposure.

Can You Help If We Expand to Multiple Locations?

Yes. We support growth by standardizing systems, centralizing support, and maintaining secure access to case files and applications across all offices without compromising performance or security.

Professional Services Organizations - FAQ's

Can You Support Specialized Software?

Yes. We support a wide range of industry-specific platforms and coordinate directly with vendors to manage updates, compatibility, and user training for your critical applications.

How Do You Help With Security?

We implement cybersecurity measures such as antivirus, MFA, endpoint controls, and email protection. We also provide user training to reduce phishing risk and improve digital hygiene.

What If My Team Works From Multiple Locations?

We support remote, hybrid, and mobile staff with cloud-based tools, secure access, and remote support services. Your systems stay accessible and protected regardless of location.

Do You Help With Vendor Management?

Yes. We coordinate with software, hardware, internet, and cloud providers to streamline communication, manage updates, and resolve service issues on your behalf.

How Scalable Are Your Services?

Our services scale easily with your growth. Whether adding staff, opening a new location, or launching a new project, we help adjust systems and support plans to match.

A/E/C - FAQ's

Can you support our CAD/BIM software?

Yes. We support major platforms and work closely with your vendors to ensure smooth integration and updates.

How do you safeguard project files and intellectual property?

We implement encryption, access control, versioning, and secure backups—all with full audit trails.

What if our team is split between office and job site?

We provide encrypted remote-access tools and mobile-friendly solutions, plus strong on-site networking.

Can you handle multi-office or multi-project coordination?

Yes. We centralize support and standardize systems for uniform performance and security across locations and projects.