FAQs

The best practice is always to have redundancy in place, but we understand that it can be costly. We work with you to strategically deploy redundancy, based on your business needs. 

We are not BCP consultants; we do not design your Business Continuity Plan. Saying that, when our clients are testing their BCP, we are involved in testing their plan to confirm that it is working as expected. 

No, not really any kind of formal training. We do a lot of group information sharing on topics like security, AI, Office 365, working remotely, etc. These are very interactive, peer-driven with some IT guidance, often done as a Lunch and Learn.

With as much grace as possible to minimize disruption. We have a comprehensive onboarding process that helps reduce the complexity and ensures a smooth transition.

When we start a new client onboarding, you get a client manager to handle your business needs and a technical lead to manage your environment and documentation. Our Project Management team stays in communication with you, outlining each step, setting expectations, and making sure you know what actions are needed on your side. This team will ensure a smooth transition to our services.

For smaller clients, we can often get you up and running if it’s urgent in as little as two weeks. Larger or more complex environments usually take about a month. We follow a clear, documented onboarding process to ensure nothing is overlooked.

We don’t start supporting you on day one because our team first documents your entire IT environment. That way, when you call us for help, we already know your systems inside and out and can deliver support at the high standard Waident is known for.

Post onboarding, your client manager and technical lead continue to work together to maintain our partnership and help you reach your business goals. At Waident, your successes and failures are ours too.

Absolutely. You contact us and we handle the rest.

Great question! We are a perfect fit for some companies and not a good fit for others. Let’s talk. If we can’t help you, we’ll tell you and recommend someone who can.

We do a comprehensive review of your infrastructure as part of our onboarding process. You will know all of the things you are doing right, your risks, and the upgrades that should take place after onboarding is complete and proactively going forward. 

We worry about Ransomware infections and manage for the potential risks. We have robust processes in place to help prevent a ransomware attack and if it does happen, you can recover quickly.

Yes, we partner with Microsoft, Dell, Fortinet, Palo Alto, and a host of other top companies. We work closely with technology partners such as: Microsoft, Dell, Fortinet, Palo Alto, Veeam, Sophos, Broadcom (VMWare), HPE, Dell, Lenovo, Aruba, Arctic Wolf, Object First, Adobe, Azure, Cisco/Meraki, and Fortinet. 

Learn more about our partners. 

We have very specific criteria for our partners:

• We want partners that demonstrate financial strength, long-term viability, and the resources to support our clients over time.
• We want partners that share our vision for IT and its purpose. 
• We choose vendors with similar rigor and processes that complement and/or strengthen our processes.
• We do not choose partners for popularity, all-in-one integration/simplicity, or sales perks.
• Analyst accolades are important but we choose partners that have demonstrated results in our clients’ industries, business sizes, and cultures.

More on Waident’s thinking about partnerships.

We have a lot of strategic partners for nearly all aspects of business. Shoot us an email at sales@waident.com and we bet we’ve got a guy or gal that can help.

Definitely. As a part of our security platform our management tools can whitelist or blacklist applications as needed.

The best practice is always to have redundancy in place, but we understand that it can be costly. We work with you to strategically deploy redundancy, based on your business needs. 

Actually we can and have done this for a client. Funny story we can share when you have 10 minutes.

Certainly. We have a lot of clients who have custom applications. We are the first line for all troubleshooting needs and help with setup.

Absolutely. We proactively monitor and alert on all critical systems. Servers, internet, websites, applications, anything critical to your business.

We are not BCP consultants; we do not design your Business Continuity Plan. Saying that, when our clients are testing their BCP, we are involved in testing their plan to confirm that it is working as expected. 

Test them! We test all backups on a regular basis to ensure they are working properly and we give the client a report.

You don’t. The only way you can minimize your risk is if you follow our security best practices and you have detection, prevention and recovery systems in place. 

With as much grace as possible to minimize disruption. We have a comprehensive onboarding process that helps reduce the complexity and ensures a smooth transition.

When we start a new client onboarding, you get a client manager to handle your business needs and a technical lead to manage your environment and documentation. Our Project Management team stays in communication with you, outlining each step, setting expectations, and making sure you know what actions are needed on your side. This team will ensure a smooth transition to our services.

For smaller clients, we can often get you up and running if it’s urgent in as little as two weeks. Larger or more complex environments usually take about a month. We follow a clear, documented onboarding process to ensure nothing is overlooked.

We don’t start supporting you on day one because our team first documents your entire IT environment. That way, when you call us for help, we already know your systems inside and out and can deliver support at the high standard Waident is known for.

Post onboarding, your client manager and technical lead continue to work together to maintain our partnership and help you reach your business goals. At Waident, your successes and failures are ours too.

We work hard to make that happen. Any data that we hold is redundant, secure, and regularly tested to ensure proper cybersecurity best practices. However, keeping client data safe and secure requires the client company to follow good security best practices–unfortunately, too many companies do NOT.

You are probably correct. We work with clients to educate them on cybersecurity best practices and take the actions needed to make their environment more secure. Talk to us, and we would be happy to assess your current security posture and risks. 

We do a comprehensive review of the infrastructure as part of our onboarding process. You will know all of the things you are doing right, your risks, and the upgrades that should take place. Additionally, we take a proactive approach and review and discuss best proactices on a regular basis during our Technology Business Reviews. 

First of all, it doesn’t happen often. If Waident discovers a security breach, we don’t just react; we respond with purpose.

Our team moves quickly to contain the threat, protect your data, and minimize downtime so your business can keep running. We communicate clearly and transparently every step of the way, making sure you know what’s happening and what we’re doing about it.

Once the immediate issue is resolved, we dig deeper to understand how it happened and work with you to strengthen your defenses to minimize the risk in the future. With Waident, you’re not just getting IT support, you’re getting a security partner who treats your business like our own and has your back when it matters most.

P.S. But also, please, get immutable backups and Managed Detection and Response. 

Yes, definitely. We know some issues are urgent and need to be handled right away, while others can be scheduled at a time that works best for you. Our technicians can make appointments around your schedule.

Appointments can be made by phone through our dispatcher or by email when submitting your request. For critical issues, we prioritize them immediately to make sure you’re up and running as quickly as possible.

You bet.

We don’t limit ourselves to a single industry or technology stack. Our clients range from professional services firms to manufacturers, financial organizations, local governments, non-profits, and beyond.  What they all have in common is the need for reliable, secure, and well-managed IT.

Because we’re people- and business-focused, not tool-focused, we can adapt to the technologies your business already uses. Our goal is to keep your business running, people productive and company data safe. 

Yes.

A TBR (Technology Business Review) is a collaborative meeting with our clients to review a host of technology and business related items. These include IT infrastructure, security, risks, reviewing helpdesk activity, backups, best practices, and more.  The primary goal is to ensure we are in alignment and understanding of our client’s business goals, potential risks, and working together to maker sure the latter doesn’t interfere with the former. It is also an intentional opportunity to review processes and receive feedback on how we can better support their business. 

No, sorry. We can help support them but we refer website development and maintenance to one of our strategic partners.

Yes, we partner with Microsoft, Dell, Fortinet, Palo Alto, and a host of other top companies. We work closely with technology partners such as: Microsoft, Dell, Fortinet, Palo Alto, Veeam, Sophos, Broadcom (VMWare), HPE, Dell, Lenovo, Aruba, Arctic Wolf, Object First, Adobe, Azure, Cisco/Meraki, and Fortinet. 

Learn more about our partners. 

We have very specific criteria for our partners:

• We want partners that demonstrate financial strength, long-term viability, and the resources to support our clients over time.
• We want partners that share our vision for IT and its purpose. 
• We partner with like-minded vendors, whose processes complement and/or strengthen our processes.
• We do not choose partners for popularity, all-in-one integration/simplicity, or sales perks.
• Analyst accolades are important, but we choose partners that have demonstrated results in our clients’ industries, business sizes, and cultures.

More on Waident’s thinking about partnerships.

We have a lot of strategic partners for nearly all aspects of business. Shoot us an email at sales@waident.com and we bet we’ve got someone who can help.

Any time. We lead the charge when needed to determine the best equipment and will order it using the best option for the client.

You bet.

Actually we can and have done this for a client. Funny story we can share when you have 10 minutes.

Of course. All makes and models.

Certainly. We have a lot of clients who have custom applications. We are the first line for all troubleshooting needs and help with setup.

We do! We help set them up and troubleshoot when needed. If there is a need to contact service we handle that.

Absolutely. We monitor and alert on all critical systems. Servers, internet, websites, applications, anything critical to your business.

We are not BCP consultants; we do not design your Business Continuity Plan. Saying that, when our clients are testing their BCP, we are involved in testing their plan to confirm that it is working as expected. 

No, not really any kind of formal training. We do a lot of group information sharing on topics like security, AI, Office 365, working remotely, etc. These are very interactive, peer-driven with some IT guidance, often done as a Lunch and Learn.

Yes you can. Our technology management platform can run an inventory report any time you need one.

Just ask! We can schedule someone to be onsite.

With as much grace as possible to minimize disruption. We have a comprehensive onboarding process that helps reduce the complexity and ensures a smooth transition.

Absolutely. You contact us and we handle the rest.

Pretty much anything you have or need-desktops, laptops, servers, monitors, cameras, phones–even drones.

For the most part, anything off-the-shelf that you have from Windows to CRM to HR. Most of our clients have at least one proprietary or unique application. We work closely with the manufacturer and build documentation which often allows us to become experts and support the platform.

We help clients remotely not just because we can (i.e. it is easier for us and cost effective for clients) but because we can normally handle it much faster without compromising our high customer service level. It is a win/win.

We work in teams so even if the local tech is not available right away we will get someone else on the team to help.

We got you!

You can:

• Email a helpdesk
• Leave us a voicemail
• Submit a ticket via the portal
• Use the application on your computer. 

That’s the goal!

Yes, certainly, if that is what you need. We would discuss with you to ensure that it fits your business needs, and we can definitely accommodate that. 

We try to be as responsive as possible and get back to all users within 15 minutes depending on the priority. Service-level response times vary depending on the agreement type.

We don’t run to your office with a bag of tools, but we do work with the manufacturer to get the repair done.

Yes. We send you detailed reports on the tickets, and we also give you access to the same Helpdesk ticket system we use, so you can see the details.

We have very specific criteria for our partners:

• We want partners that demonstrate financial strength, long-term viability, and the resources to support our clients over time.
• We want partners that share our vision for IT and its purpose. 
• We choose like-minded vendors with similar attitude and processes that complement and/or strengthen our processes.
• We do not choose partners for popularity, all-in-one integration/simplicity, or sales perks.
• Analyst accolades are important but we choose partners that have demonstrated results in our clients’ industries, business sizes, and cultures.

More on Waident’s thinking about partnerships.

We have a lot of strategic partners for nearly all aspects of business. Shoot us an email at sales@waident.com and we bet we’ve got someone who can help.

Not particularly.

Yes.

You bet.

Any time. We lead the charge when needed to determine the best equipment and will order it using the best option for the client.

Of course. All makes and models.

Certainly. We have a lot of clients who have custom applications. We are the first line for all troubleshooting needs and help with setup.

Sure. We help set them up and troubleshoot when needed. If there is a need to contact service we handle that.

Absolutely. We proactively monitor and alert on all critical systems. Servers, internet, websites, applications, anything critical to your business.

We are not BCP consultants; we do not design your Business Continuity Plan. Saying that, when our clients are testing their BCP, we are involved in testing their plan to confirm that it is working as expected. 

Yes you can. Our technology management platform can run an inventory report any time you need one.

Absolutely. You contact us and we handle the rest.

You bet. We do this all of the time.

We don’t run to your office with a bag of tools, but we do work with the manufacturer to get the repair done.

Process, process, and process. It is not rocket science but if you have a good process in place and a checkoff sheet, amazing things can happen. The last thing anyone wants is to hire a new employee and look bad because their computer is not setup correctly.

Lots of constant effort! We work in teams so that goes a long way to make sure the documentation is always up to date.

Yes. Many of our clients have access to our Helpdesk platform so they can see all of the tickets and work being done with your users. Transparency.

Perfect, you are in the 95% of our user base! Our technicians will listen carefully to your concerns and resolve your technology challenges, whether you’re highly tech-savvy or not. More importantly, they communicate in plain, everyday language, not jargon. We pride ourselves on making technology easy to understand and accessible for everyone. 

Yes you can. Our technology management platform can run an inventory report any time you need one.

Any function that has strategic impact on the business needs someone looking forward. Without high-level perspective and deep knowledge, companies just react to the business’ day-to-day needs whether that’s people, products or IT.

Yes, certainly, if that is what you need. We would discuss with you to ensure that it fits your business needs, and we can definitely accommodate that.