skip to Main Content

Frequently Asked Questions (FAQs)

Looking for answers and information about the services and solutions at Burhani?

Here are the most commonly asked questions we’re asked:

CALL US TODAY AT +971 4 334 8478    |    EMAIL:  sales@burhani.co

Trusted IT Company in Dubai

Customer Service

Q1: Do I talk to a live person when I call?

Our Answer: We answer our phones live from 8:30 a.m. to 6:00 p.m. and give all clients an emergency after hours number they may call if a problem arises, including weekends. Why? Because many of the CEOs and executives we support work outside normal hours and find it to be the most productive time they have. If they cannot access their computer network AND can’t get hold of anyone to help them, it’s incredibly frustrating.

Q2: How fast will you respond to my problem and is it guaranteed?

Our Answer: We guarantee to have a technician working on a problem within 60 minutes or less of your call. This is written into every service agreement we give to our clients because it’s standard procedure.

Q3: Do you take the time to explain what you are doing and answer my questions in terms that I can understand (not geek-speak) even for simple questions?

Our Answer: Our technicians are trained to have the ‘heart of a teacher’ and will take time to answer your questions and explain everything in simple terms. Just look at what Mr. James Hunter, at NVC Lighting had to say:

“Their Technical Guys Can Explain Complicated Tech Stuff To A Non-Techie Like Me In Words That I Can Understand…”

Q4: Do you offer new ways to improve my network’s performance, like a CIO type service?

Our Answer: We conduct quarterly review meetings with our clients to look for new ways to help improve their operations, lower costs, increase efficiencies and resolve any problems that may be arising. Our goal is help our clients be more profitable, efficient and competitive with these meetings.

Q5: Do you provide detailed invoices that clearly explain what I am paying for?

Our Answer: We provide detailed invoices that show what work was done, why and when so you never have to guess what you are paying for. We also double check our invoices for accuracy before they are sent to you.

Q6: Do You Have Non-Disclosure Agreements In Order To Protect Our Interests?

Our Answer: Yes, we always sign NDA’s as a standard practice to protect our client’s business data – and don’t be shy about asking to see our NDA policies!

Q7: Do you guarantee to complete projects on time and on budget?

Our Answer: Projects are fixed priced and guaranteed to be completed on time, in writing. This is important because many computer guys will only quote “time and materials,” which gives them free reign to nickel and dime you as well as take as much time as needed on completing a project.

Maintenance Of Your Network

Q8: Why do you insist on remote monitoring?

Our Answer: Our remote network monitoring system watches over your network to constantly look for developing problems, security issues and other problems so we can address them BEFORE they turn into bigger problems.

Q9: Do you provide any reports that show what you did as far as all the updates, security patches, and status of every machine on our network so we know for SURE our systems have been secured and updated?

Our Answer: Our clients get a detailed report that shows an overall health score of their network and the updates to their antivirus, security settings, patches and other important network checks (like hard drive space, backups, etc.).

Q10: Is it standard procedure for you to provide you with written, network documentation detailing what software licenses we own, critical passwords, user information, hardware inventory, etc.?

Our Answer: All clients receive this in written and electronic form at no additional cost. We also perform a quarterly update on this material and make sure certain key people from your organization have this information and know how to use it, giving you complete control over your network.

Side Note: You should NEVER allow an IT person to have that much control over you and your company. If you get the sneaking suspicion that your current IT person is keeping this under their control as a means of job security, get rid of them (and we can help to make sure you don’t suffer ANY ill effects). This is downright unethical and dangerous to your organization, so don’t tolerate it!

Q11: Do you have other technicians on staff who are familiar with our network in case your regular technician goes on vacation or gets sick?

Our Answer: Yes; and since we keep detailed network documentation (basically a blueprint of your computer network) and updates on every client’s account, any of our technicians can pick up where another one has left off.

Q12: When you offer an “all-inclusive” support plan, is it TRULY all-inclusive, or are their “gotchas” hidden in the fine print?

Our Answer: Our “all-inclusive” support plan is just that – all inclusive. One of the more popular service plans offered by consulting firms today is an “all-inclusive” or “all-you-can-eat” managed services plan. These are actually a good thing because they’ll save you a lot of money in the long run

HOWEVER, make sure you REALLY understand what is and isn’t included. Some things to consider are:

  • Is phone/e-mail help desk included, or extra?
  • What about network upgrades, moves, or adding/removing users?
  • Is hardware and/or software included?
  • What are the costs/consequences of early cancellation?
  • What if you aren’t happy with their services? Do they offer a money-back guarantee?
  • If the hardware and software is included, what happens if you cancel the contract?
  • Is offsite backups included? To what degree?
  • If you have a major disaster, is restoring your network included or extra?
  • What about onsite support calls? Or support to remote offices?
  • Are home PCs used to access the company’s network after hours included or extra?

Data Backup & Disaster Recovery

Q13: Do you INSIST on monitoring an offsite as well as an onsite backup?

Our Answer: We do not encourage our clients to use tape backups because they are incredibly unreliable. We recommend our clients have some sort of online backup service.

Q14: Do you do periodical test restores of your backups to make sure the data is not corrupt and could be restored in the event of a disaster?

Our Answer: We perform a monthly “fire drill” and perform a test restore from backup for our clients to make sure their data CAN be recovered in the event of an emergency. After all, the WORST time to “test” a backup is when you desperately need it.

Q15: Do you backup up our network BEFORE performing any type of project or upgrade?

Our Answer: We do; and that’s simply as a precaution in case a hardware failure or software glitch causes a major problem.

Technical Expertise & Support

Q16: Is your help-desk outsourced to an overseas company or third party?

Our Answer: We provide our own in-house help desk across two global offices and make sure the folks helping you are friendly and helpful. We consider this one of the most important aspects of customer service, plus we feel it’s important to keeping your data secure.

Q17: Do your technicians maintain current vendor certifications and participate in on-going training – or are they learning on our dime?

Our Answer: Our technicians are required to keep the most up-to-date vendor certifications in all the software we support. Plus, our hiring process is so stringent, 99% of the technicians who apply don’t make it through (guess who’s hiring them?)

Q18: Do your technicians arrive on time and dress professionally?

Our Answer: Our technicians are professionals that you would be proud to have in your office. They dress professionally, show up on time and if they cannot (for some odd, unforeseen reason) we always notify the client immediately. We believe these are minimum requirements for delivering a professional service.

Q19: Are you familiar with (and can they support) our unique line of business applications?

Our Answer: We own the problems with all line of business applications for our clients. That doesn’t mean we can fix faulty software – but we WILL be the liaison between you and your vendor to resolve problems you are having and make sure these applications work smoothly for you.

Q20: When something goes wrong with our Internet service, phone systems, printers or other IT services, do you own the problem or do you say “that’s not our problem to fix?”

Our Answer: We feel WE should own the problem for our clients so they don’t have to try and resolve any of these issues on their own – that’s just plain old good service and something many computer guys won’t do.

Any more questions we’ve not covered here?
Get in touch today and we’d be happy to answer them.

DOWNLOAD FREE GUIDE

We have created a FREE service provider comparison worksheet to help you make a correct & informed decision.

94.7% CLIENT HAPPINESS SCORE

IT Support Dubai Client Happiness Meter

ITSM Performance Metrics As Of 

Thu, 20 Sep 2018 18:26:04 +0000

powered by Autotask® ITSM

INDUSTRY CERTIFICATIONS

HOW WE ARE DIFFERENT

IT Support Dubai 15 Minute Response Guarantee
IT Support Dubai 15 Minute Response Guarantee

CALL US TODAY AT +971 4 334 8478    |    EMAIL:  sales@burhani.co

See What Other Dubai Business Owners Are Saying About Us...

 

“Burhani Gives Us Complete IT Peace Of Mind”

Dr. Nedal Abdo, CEO, International Pharmaceuticals

 

“Their Support Team's Response Time is Brilliant!”

Mr. Daniel Price, Creative Manager, Early Years Educational Services

 

“I Give Them 5 out of 5 Stars”

Mr. Lokesh Asnani, Director, Ashoka Electrical Group

 

“We Now Have 24x7 Data Backup & DR on the Cloud”

Mr. Ayub K, CEO, Nisa Trading LLC

CALL US TODAY AT +971 4 334 8478    |    EMAIL:  sales@burhani.co

Celebrating 15+ Years of Award-Winning Service Excellence

Serving the MENA Region From 2 Global Offices

Trusted IT Company in Dubai
×Close search
Search