# Advanced IT Support

> Managed IT services and IT support for small businesses in Jacksonville, St. Augustine, Orange Park, Green Cove Springs and across Northeast Florida. Locally owned, month to month agreements, one hour critical response commitment.

Contact: 904-204-6870 | support@advancedits.net | 4237 Salisbury Road, Suite 208, Jacksonville, FL

The knowledge base below contains 196 questions and answers across 21 topics, covering pricing, contracts, response times, security, compliance, service areas and industry specific support.

## Machine readable

- [Knowledge base as JSON](https://www.advancedits.net/kb.json): every question and answer, structured
- [Knowledge base as plain text](https://www.advancedits.net/llms-full.md): every question and answer, full text
- [Knowledge base page](https://www.advancedits.net/knowledge-base/): FAQPage JSON-LD is embedded in the page source

## Choosing an IT provider

The questions worth asking any provider you are considering, and our answers.

### Pricing and contracts (12 articles)

- [How much does managed IT cost, and how is it billed?](https://www.advancedits.net/knowledge-base/#/article/how-much-does-managed-it-cost-and-how-is-it-billed): A monthly base fee for your business plus a per-user amount, quoted after we look at your environment.
- [What is included in the monthly fee, and what gets billed separately?](https://www.advancedits.net/knowledge-base/#/article/what-is-included-in-the-monthly-fee-and-what-gets-billed-separately): All day to day support and management is included, along with Microsoft 365 and Google Workspace backup. Server backup, projects, and hardware are quoted separately.
- [Is there a long term contract, and how do I get out of it?](https://www.advancedits.net/knowledge-base/#/article/is-there-a-long-term-contract-and-how-do-i-get-out-of-it): Every agreement is month to month with 30 days notice. No term commitment, no early termination fee.
- [Are there onboarding or setup fees?](https://www.advancedits.net/knowledge-base/#/article/are-there-onboarding-or-setup-fees): Yes. Onboarding is quoted as a one time project fee.
- [What happens to my price if I add or lose employees?](https://www.advancedits.net/knowledge-base/#/article/what-happens-to-my-price-if-i-add-or-lose-employees): The per-user portion adjusts. The base stays put.
- [Is after hours or emergency work extra?](https://www.advancedits.net/knowledge-base/#/article/is-after-hours-or-emergency-work-extra): Emergencies for managed clients are covered. Scheduled after hours project work is quoted.
- [How is project work priced for managed clients?](https://www.advancedits.net/knowledge-base/#/article/how-is-project-work-priced-for-managed-clients): Managed clients get a lower project rate than our standard hourly rate, and both are stated in your proposal.
- [Is your pricing a flat rate, or are there costs that show up later?](https://www.advancedits.net/knowledge-base/#/article/is-your-pricing-flat-rate-or-are-there-hidden-costs): Flat monthly for support and management. Server backup, hardware, and projects are quoted separately, and we tell you which is which before the work starts.
- [If onboarding goes badly or we are not satisfied early on, are we locked in?](https://www.advancedits.net/knowledge-base/#/article/if-we-are-not-satisfied-in-the-first-90-days-are-we-locked-in): There is nothing to be locked into. Every agreement is month to month with 30 days notice, from day one.
- [Where do businesses like ours waste money on IT?](https://www.advancedits.net/knowledge-base/#/article/where-do-small-businesses-waste-money-on-it): Licenses nobody audits, hardware bought in emergencies, overlapping tools, and cheap equipment bought three times.
- [Have you ever underquoted a job? What happened?](https://www.advancedits.net/knowledge-base/#/article/have-you-ever-underquoted-a-job-and-what-happened): Yes. When we got the scope wrong we absorb it, and you hear about it as soon as we know.
- [How is backup priced?](https://www.advancedits.net/knowledge-base/#/article/how-is-backup-priced): Cloud data is in the per-user fee. Servers are a separate line each, including up to 1 TB of backup storage per server.

### Break-fix or monthly agreement (6 articles)

- [Do you do hourly break-fix work, or only monthly agreements?](https://www.advancedits.net/knowledge-base/#/article/do-you-do-hourly-break-fix-work-or-only-monthly-agreements): Both, and we will tell you honestly which one fits your situation.
- [Talk me out of just calling you when something breaks.](https://www.advancedits.net/knowledge-base/#/article/talk-me-out-of-just-calling-you-when-something-breaks): Two reasons: nobody is watching security between the calls, and the bills arrive in lumps exactly when you can least afford them.
- [What is your hourly rate if we just want occasional help?](https://www.advancedits.net/knowledge-base/#/article/what-is-your-hourly-rate-if-we-just-want-occasional-help): We will give you the number on the phone. There is an hour minimum, a longer minimum for locations farther out, and a higher rate for after hours emergencies.
- [If we stay hourly, do we go to the back of the line behind your contract clients?](https://www.advancedits.net/knowledge-base/#/article/if-we-stay-hourly-do-we-go-to-the-back-of-the-line): Honestly, yes. Managed clients have a contractual response commitment and hourly clients do not.
- [Can we start hourly and move to an agreement later without paying setup twice?](https://www.advancedits.net/knowledge-base/#/article/can-we-start-hourly-and-move-to-managed-later): Yes. Discovery and documentation we have already done gets credited against onboarding.
- [How do we know a monthly agreement is worth it for us specifically?](https://www.advancedits.net/knowledge-base/#/article/how-do-we-know-a-monthly-agreement-is-worth-it-for-us): Add up what last year actually cost you, including the hours you and your staff spent on it.

### Support and response times (11 articles)

- [How fast will someone respond when something breaks?](https://www.advancedits.net/knowledge-base/#/article/how-fast-will-someone-respond-when-something-breaks): One hour for business down issues, four business hours for standard issues, next business day for low priority requests.
- [Do I get a dedicated technician, or whoever answers?](https://www.advancedits.net/knowledge-base/#/article/do-i-get-a-dedicated-technician-or-whoever-answers): You get a small team that knows your environment, not a rotating queue of strangers.
- [What happens if my main technician quits or is on vacation?](https://www.advancedits.net/knowledge-base/#/article/what-happens-if-my-main-technician-quits-or-is-on-vacation): Your environment is documented so anyone on our team can pick it up.
- [Are you available nights and weekends?](https://www.advancedits.net/knowledge-base/#/article/are-you-available-nights-and-weekends): Yes, for emergencies, through our after hours line.
- [Is support remote only, or will someone come onsite?](https://www.advancedits.net/knowledge-base/#/article/is-support-remote-only-or-will-someone-come-onsite): Both. We are local, and onsite labor is covered by your agreement.
- [How do I submit a ticket, and who answers the phone?](https://www.advancedits.net/knowledge-base/#/article/how-do-i-submit-a-ticket-and-who-answers-the-phone): Phone, email, or a support agent on your desktop. A real person answers.
- [What happens when your help desk cannot fix it?](https://www.advancedits.net/knowledge-base/#/article/what-happens-when-your-help-desk-cannot-fix-it): It escalates on a clock, not on whether a technician decides to give up.
- [How fast can you get a new employee set up, and is there a charge?](https://www.advancedits.net/knowledge-base/#/article/how-fast-can-you-get-a-new-employee-set-up): Same day or next business day with notice, and it is included rather than billed per setup.
- [Who do we call if the problem is with you rather than with our systems?](https://www.advancedits.net/knowledge-base/#/article/who-do-we-call-if-the-problem-is-with-you): The owner, directly, and it will not be awkward afterward.
- [What happens if you miss your response commitments?](https://www.advancedits.net/knowledge-base/#/article/what-happens-if-you-miss-your-response-commitments): You get told, not just apologized to, and repeated misses are a credit conversation rather than a scheduling excuse.
- [When somebody leaves, how fast is their access actually gone?](https://www.advancedits.net/knowledge-base/#/article/how-fast-is-access-removed-when-someone-leaves): Within minutes of you telling us, including active sessions. The delay is almost always in being told.

### Fit and experience (11 articles)

- [Have you worked with businesses my size?](https://www.advancedits.net/knowledge-base/#/article/have-you-worked-with-businesses-my-size): Small business is what we do, not a segment we tolerate.
- [Do you support the specific software my business runs on?](https://www.advancedits.net/knowledge-base/#/article/do-you-support-the-specific-software-my-business-runs-on): We support the environment it runs in and manage the vendor relationship for the application itself.
- [Can I talk to some of your current clients?](https://www.advancedits.net/knowledge-base/#/article/can-i-talk-to-some-of-your-current-clients): Yes. Ask, and we will connect you with clients in a similar situation to yours.
- [Are you locally owned?](https://www.advancedits.net/knowledge-base/#/article/are-you-locally-owned): Yes. Locally owned and operated in Jacksonville, not a branch of a national roll up.
- [What kinds of businesses usually come to you, and why?](https://www.advancedits.net/knowledge-base/#/article/what-kinds-of-businesses-usually-come-to-you-and-why): Usually one of three situations.
- [If we hire our own IT person, do you offer a co-managed option?](https://www.advancedits.net/knowledge-base/#/article/do-you-offer-a-co-managed-option-if-we-hire-our-own-it-person): Yes. Your person handles the day to day, we handle security, servers, escalation, and coverage when they are out.
- [Our office manager will be your main contact, not me. How does that work?](https://www.advancedits.net/knowledge-base/#/article/our-office-manager-will-be-your-main-contact): We treat them as the day to day decision maker, with whatever spending authority you set, and we do not go around them.
- [Do you actually have someone who understands networking, or does everything become “reboot it”?](https://www.advancedits.net/knowledge-base/#/article/do-you-actually-have-someone-who-understands-networking): Networking and security are in-house work for us, not something we escalate away.
- [We have eighty people across four offices. Are we too big for you?](https://www.advancedits.net/knowledge-base/#/article/are-we-too-big-for-you): No, and we would tell you if you were. Ask any provider for their largest client by headcount and by number of locations.
- [Can we have someone onsite five days a week?](https://www.advancedits.net/knowledge-base/#/article/do-you-offer-someone-onsite-five-days-a-week): Yes. For organizations at that scale we can place a person onsite with our team behind them.
- [Our internal IT person is not keeping up. Do we replace them or add to them?](https://www.advancedits.net/knowledge-base/#/article/our-internal-it-person-is-not-keeping-up): It depends on whether the problem is capacity or capability, and those look identical from the outside.

### Security and compliance (12 articles)

- [What do you do to protect us from ransomware and phishing?](https://www.advancedits.net/knowledge-base/#/article/what-do-you-do-to-protect-us-from-ransomware-and-phishing): Layers, with multi factor authentication and tested backups as non negotiable minimums.
- [Is security included, or is it an add on?](https://www.advancedits.net/knowledge-base/#/article/is-security-included-or-is-it-an-add-on): Core security is in the base agreement. Server backup is a separate line, though not an optional one in practice.
- [Do you handle backups, and how do you know they work?](https://www.advancedits.net/knowledge-base/#/article/do-you-handle-backups-and-how-do-you-know-they-work): Yes. Microsoft 365 and Google Workspace backup is included in the per-user fee. Server backup is quoted separately per server. Everything we back up gets test restored monthly.
- [Do you monitor for security events, or just for outages?](https://www.advancedits.net/knowledge-base/#/article/do-you-monitor-for-security-events-or-just-for-outages): Both. We run our own security monitoring platform in house.
- [Can you help us meet HIPAA, FTC Safeguards, CMMC, or cyber insurance requirements?](https://www.advancedits.net/knowledge-base/#/article/can-you-help-us-meet-hipaa-ftc-safeguards-cmmc-or-cyber-insurance-requ): Yes. Compliance is a defined service, not a checkbox we wave at.
- [Do you provide security awareness training for staff?](https://www.advancedits.net/knowledge-base/#/article/do-you-provide-security-awareness-training-for-staff): Yes, including simulated phishing, with tracking for compliance purposes.
- [What happens if we get breached? What is your role?](https://www.advancedits.net/knowledge-base/#/article/what-happens-if-we-get-breached-what-is-your-role): We contain it, coordinate the response, and help you meet your notification obligations.
- [Do you carry insurance?](https://www.advancedits.net/knowledge-base/#/article/do-you-carry-insurance): Yes, including cyber liability. We will provide a certificate on request.
- [Have you actually tested disaster recovery, or just written a plan?](https://www.advancedits.net/knowledge-base/#/article/have-you-actually-tested-disaster-recovery): Tested. Monthly restores of everything we back up, and full scenario tests for clients where downtime carries real cost.
- [What happens to old computers and hard drives when we replace them?](https://www.advancedits.net/knowledge-base/#/article/what-happens-to-old-computers-and-hard-drives): Wiped to a recognized standard or physically destroyed, with a certificate. Not stacked in a storage room.
- [Can you tell us who accessed what, if it ever came to that?](https://www.advancedits.net/knowledge-base/#/article/can-you-tell-who-accessed-what): At the system level, yes. Inside your application it depends on its own audit log, and shared logins defeat both.
- [Can we limit what each staff member can see and do?](https://www.advancedits.net/knowledge-base/#/article/can-we-limit-what-each-staff-member-can-see): Yes, and you should. Most small businesses give everyone everything because it was simpler on day one.

### Onboarding and switching (8 articles)

- [How long does onboarding take?](https://www.advancedits.net/knowledge-base/#/article/how-long-does-onboarding-take): Two to four weeks for a typical small business, with the essentials in place in the first week.
- [Will there be downtime during the switch?](https://www.advancedits.net/knowledge-base/#/article/will-there-be-downtime-during-the-switch): Normally none. Our tools install quietly in the background.
- [How do you handle the handoff from our current provider?](https://www.advancedits.net/knowledge-base/#/article/how-do-you-handle-the-handoff-from-our-current-provider): We manage it, and we do not need them to cooperate.
- [What do you need from us to get started?](https://www.advancedits.net/knowledge-base/#/article/what-do-you-need-from-us-to-get-started): An hour or two of one person's time, and administrative access.
- [Do you document our environment, and do we get a copy?](https://www.advancedits.net/knowledge-base/#/article/do-you-document-our-environment-and-do-we-get-a-copy): Yes, and yes. It is your documentation.
- [How does onboarding work for a company with eighty people and multiple offices?](https://www.advancedits.net/knowledge-base/#/article/how-does-onboarding-work-for-a-multi-office-company): Six to ten weeks, office by office, with the security floor established everywhere in the first two weeks.
- [What if our internal IT person has all the passwords and does not cooperate?](https://www.advancedits.net/knowledge-base/#/article/what-if-our-internal-it-person-does-not-cooperate): We plan for it. Administrative control of your own systems can be rebuilt without their help, and we sequence it so nothing depends on goodwill.
- [What are you going to find in the first two weeks that we do not know about?](https://www.advancedits.net/knowledge-base/#/article/what-do-you-always-find-in-the-first-two-weeks): Accounts for people who left, backups that have not been tested, and at least one system nobody realized the business depends on.

### Ownership and control (6 articles)

- [Do we own our licenses, domains, and data, or do you?](https://www.advancedits.net/knowledge-base/#/article/do-we-own-our-licenses-domains-and-data-or-do-you): You do. All of it.
- [If we part ways, what do we get back and how hard is it?](https://www.advancedits.net/knowledge-base/#/article/if-we-part-ways-what-do-we-get-back-and-how-hard-is-it): Documentation, credentials, and administrative ownership, handed over on the way out.
- [Will you lock us into your tools?](https://www.advancedits.net/knowledge-base/#/article/will-you-lock-us-into-your-tools): Our management tools come off when we leave. Your business systems are yours and stay.
- [Do you resell hardware, or do we buy our own?](https://www.advancedits.net/knowledge-base/#/article/do-you-resell-hardware-or-do-we-buy-our-own): Either way. We will tell you when buying direct is cheaper.
- [Can we still administer our own systems, or does everything go through you?](https://www.advancedits.net/knowledge-base/#/article/can-we-still-administer-our-own-systems): You keep administrative access to your own systems. Just tell us what you changed.
- [We wrote our own scripts and automation. Will you maintain them?](https://www.advancedits.net/knowledge-base/#/article/will-you-maintain-the-scripts-and-automation-we-wrote): Usually yes, once documented. Where we cannot support something well, we will say so instead of pretending.

### Beyond break-fix (13 articles)

- [What do you do besides fix things when they break?](https://www.advancedits.net/knowledge-base/#/article/what-do-you-do-besides-fix-things-when-they-break): The work that keeps the ticket count low in the first place.
- [Do we get reporting? How often, and what is in it?](https://www.advancedits.net/knowledge-base/#/article/do-we-get-reporting-how-often-and-what-is-in-it): Yes, with a scheduled review that goes over it with you.
- [Will you help us plan and budget for hardware and upgrades?](https://www.advancedits.net/knowledge-base/#/article/will-you-help-us-plan-and-budget-for-hardware-and-upgrades): Yes. We track asset age and tell you what is coming before it fails.
- [How do you handle projects versus day to day support?](https://www.advancedits.net/knowledge-base/#/article/how-do-you-handle-projects-versus-day-to-day-support): Projects are scoped, quoted, and scheduled separately so they do not eat your support.
- [Do you handle cloud, email, and file migrations?](https://www.advancedits.net/knowledge-base/#/article/do-you-handle-cloud-email-and-file-migrations): Yes, in both directions, including getting off an aging on premise file server.
- [Do you offer strategic IT planning, or do you only react to problems?](https://www.advancedits.net/knowledge-base/#/article/do-you-offer-strategic-it-planning-and-budgeting): Scheduled reviews, a written refresh plan, and next year's numbers before you need them.
- [Can you manage our cameras, door access, and yard security, or just computers?](https://www.advancedits.net/knowledge-base/#/article/can-you-manage-cameras-door-access-and-yard-security): Yes. Cameras, door access, and gates are network devices now, and we install and manage them on the same properly separated network.
- [How do you actually use AI, practically speaking?](https://www.advancedits.net/knowledge-base/#/article/how-do-you-actually-use-ai): Mostly inside our security tooling, where it sorts real threats out of noise faster. We are deliberately conservative about pointing it at client systems.
- [How do you keep us informed without adding to our workload?](https://www.advancedits.net/knowledge-base/#/article/how-do-you-keep-us-informed-without-adding-to-our-workload): A scheduled review, contact only when something needs a decision, money, or your awareness, and everything else handled quietly.
- [What can you approve and spend on our behalf without asking us?](https://www.advancedits.net/knowledge-base/#/article/what-can-you-spend-on-our-behalf-without-asking): Whatever threshold we agree on during onboarding. Below it we act, above it we ask.
- [Our offices are not standardized, and some came from acquisitions. Can you fix that?](https://www.advancedits.net/knowledge-base/#/article/our-offices-are-not-standardized-can-you-fix-that): Yes, in stages, and the order matters more than the speed.
- [If we acquire another office, how fast can you absorb it?](https://www.advancedits.net/knowledge-base/#/article/if-we-acquire-another-office-how-fast-can-you-absorb-it): Security and support coverage within days of closing, full integration in three to six weeks, quoted as a project before you close.
- [We pay a lot of different technology vendors. Can you consolidate any of it?](https://www.advancedits.net/knowledge-base/#/article/can-you-consolidate-the-technology-vendors-we-pay): Often yes, and where we cannot, at least you will know what each one is for.

### Trust and credentials (7 articles)

- [What certifications does your team hold?](https://www.advancedits.net/knowledge-base/#/article/what-certifications-does-your-team-hold): Industry certifications across Microsoft, networking, and security, plus vendor partner status for the platforms we manage.
- [How do you measure whether clients are happy?](https://www.advancedits.net/knowledge-base/#/article/how-do-you-measure-whether-clients-are-happy): Every closed ticket asks, and the owner sees the answers.
- [Why do clients leave you?](https://www.advancedits.net/knowledge-base/#/article/why-do-clients-leave-you): Mostly acquisition, closure, or bringing IT in house. Occasionally price.
- [What do you not do?](https://www.advancedits.net/knowledge-base/#/article/what-do-you-not-do): Custom software development, and environments that need a full time internal team.
- [What is the first step if we want to talk?](https://www.advancedits.net/knowledge-base/#/article/what-is-the-first-step-if-we-want-to-talk): A short conversation, then a free assessment of what you have.
- [How would we know if you started coasting?](https://www.advancedits.net/knowledge-base/#/article/how-would-we-know-if-you-started-coasting): Watch the work you cannot see: patch compliance, restore tests, access reviews, and whether anyone raises anything you did not ask about.
- [How do we know the maintenance we cannot see is actually happening?](https://www.advancedits.net/knowledge-base/#/article/how-do-we-know-the-work-we-cannot-see-is-happening): Because you get the evidence, not the assurance: patch status by machine, restore results, and alert history with what was done about each.

### The questions people hesitate to ask (17 articles)

- [You are going to find a mess when you look at our setup. Are you going to be difficult about it?](https://www.advancedits.net/knowledge-base/#/article/are-you-going-to-be-difficult-about-the-mess-you-find): No. Every environment we take over has something wrong with it, including the ones another provider was being paid to maintain.
- [I set a lot of this up myself. Are you going to rip it out and start over?](https://www.advancedits.net/knowledge-base/#/article/i-set-a-lot-of-this-up-myself-are-you-going-to-rip-it-out): No. We keep what works, and when something does have to change you get the reason and the cost first.
- [Which of your recommendations are actually urgent, and which can wait?](https://www.advancedits.net/knowledge-base/#/article/which-of-your-recommendations-are-actually-urgent): We sort them into three buckets for you, and we do not quietly move things up a bucket to accelerate a sale.
- [We have someone on staff who handles the small stuff. Do you take that away from them?](https://www.advancedits.net/knowledge-base/#/article/we-have-someone-on-staff-who-handles-the-small-stuff): Only if you want us to. More often we work alongside that person rather than replacing them.
- [Will you train our staff, or talk down to them?](https://www.advancedits.net/knowledge-base/#/article/will-you-train-our-staff-or-talk-down-to-them): Train. Short sessions, plain language, and nobody gets made to feel slow for asking.
- [Can I meet the person who would actually be working on our account?](https://www.advancedits.net/knowledge-base/#/article/can-i-meet-the-person-who-would-work-on-our-account): Yes, before you sign anything.
- [How many clients does one of your technicians carry?](https://www.advancedits.net/knowledge-base/#/article/how-many-clients-does-one-of-your-technicians-carry): Ask and we will tell you the current number. A technician spread across too many clients cannot know any of them well.
- [What if we do not get along with the technician you assign?](https://www.advancedits.net/knowledge-base/#/article/what-if-we-do-not-get-along-with-the-technician-you-assign): Tell us and we reassign. You do not need to justify it and it will not change how you are treated.
- [Are you planning to sell the company?](https://www.advancedits.net/knowledge-base/#/article/are-you-planning-to-sell-the-company): No. Independently owned, no outside investors, and not built to be flipped.
- [Can you show us a restore instead of a backup report?](https://www.advancedits.net/knowledge-base/#/article/can-you-show-us-a-restore-instead-of-a-backup-report): Yes. We run test restores monthly on everything we back up, and you are welcome to watch one.
- [Forget the guarantee in the contract. What were your actual response times last month?](https://www.advancedits.net/knowledge-base/#/article/what-were-your-actual-response-times-last-month): We will show you the real numbers from our ticketing system rather than the target from the agreement.
- [Tell us what you could sell us that we do not actually need.](https://www.advancedits.net/knowledge-base/#/article/tell-us-what-you-could-sell-us-that-we-do-not-need): Plenty. We would rather name it than have you assume all of it is padding.
- [What happens when you break something?](https://www.advancedits.net/knowledge-base/#/article/what-happens-when-you-break-something): You hear about it immediately, from the person involved, and we fix it at our cost.
- [What do you do when you do not know the answer?](https://www.advancedits.net/knowledge-base/#/article/what-do-you-do-when-you-do-not-know-the-answer): Say so, tell you how we are going to find out, and give you a time you will hear back.
- [What will still be on our plate that we are hoping will not be?](https://www.advancedits.net/knowledge-base/#/article/what-will-still-be-on-our-plate): Decisions, budget, and telling us when the business changes. Everything else should genuinely leave your plate.
- [Will your technicians treat our office manager the way they treat the owner?](https://www.advancedits.net/knowledge-base/#/article/will-you-treat-our-office-manager-the-way-you-treat-the-owner): Yes. If that is ever not true, tell the owner here and it gets dealt with.
- [Can you evaluate our internal IT person honestly, or is that a conflict of interest?](https://www.advancedits.net/knowledge-base/#/article/can-you-evaluate-our-internal-it-person-honestly): It is a conflict of interest, and you should hear us acknowledge that before you weigh our opinion.

## Where we work

Service areas across Northeast Florida, and what coverage actually means.

### Jacksonville and Duval County (8 articles)

- [Who provides managed IT services in Jacksonville, FL?](https://www.advancedits.net/knowledge-base/#/article/who-provides-managed-it-services-in-jacksonville-fl): We do, and we are headquartered here rather than servicing Jacksonville from somewhere else.
- [Do you support businesses in Southside, Riverside, the Beaches, and the Northside?](https://www.advancedits.net/knowledge-base/#/article/do-you-support-businesses-in-southside-riverside-the-beaches-and-the-n): All of Duval County, plus the surrounding counties.
- [How much does IT support cost in Jacksonville?](https://www.advancedits.net/knowledge-base/#/article/how-much-does-it-support-cost-in-jacksonville): Most small businesses here land in a predictable monthly range based on headcount and what infrastructure they run.
- [What is the difference between managed IT services and break-fix IT support?](https://www.advancedits.net/knowledge-base/#/article/what-is-the-difference-between-managed-it-services-and-break-fix-it-su): Break-fix bills you when something goes wrong. Managed IT is paid to keep it from going wrong.
- [Do I need a managed IT provider, or just someone to call when things break?](https://www.advancedits.net/knowledge-base/#/article/do-i-need-a-managed-it-provider-or-just-someone-to-call-when-things-br): If a day of downtime would hurt, you need managed. If it would just be annoying, hourly may be fine.
- [Are you a local Jacksonville IT company or part of a national chain?](https://www.advancedits.net/knowledge-base/#/article/are-you-a-local-jacksonville-it-company-or-part-of-a-national-chain): Independent and locally owned. No parent company, no outside investors.
- [How do you handle hurricane and storm season for our systems?](https://www.advancedits.net/knowledge-base/#/article/how-do-you-handle-hurricane-and-storm-season-for-our-systems): Offsite backups, battery protection, and a plan for working from somewhere else.
- [Can you take over from our current Jacksonville IT provider?](https://www.advancedits.net/knowledge-base/#/article/can-you-take-over-from-our-current-jacksonville-it-provider): Yes, and it is a large share of the work we do.

### St. Augustine and St. Johns County (7 articles)

- [Do you provide managed IT services in St. Augustine?](https://www.advancedits.net/knowledge-base/#/article/do-you-provide-managed-it-services-in-st-augustine): Yes, St. Augustine and St. Johns County are part of our normal coverage area.
- [How long does it take you to get to a St. Augustine office?](https://www.advancedits.net/knowledge-base/#/article/how-long-does-it-take-you-to-get-to-a-st-augustine-office): Roughly 40 to 50 minutes from our Jacksonville office, and most issues never need a drive.
- [Do you charge extra to come to St. Augustine?](https://www.advancedits.net/knowledge-base/#/article/do-you-charge-extra-to-come-to-st-augustine): No hourly labor charge for managed clients, just the standard flat trip charge.
- [Do you cover Ponte Vedra, Nocatee, and World Golf Village?](https://www.advancedits.net/knowledge-base/#/article/do-you-cover-ponte-vedra-nocatee-and-world-golf-village): Yes, along with the rest of St. Johns County.
- [Can you work around the wiring and internet limits in older downtown buildings?](https://www.advancedits.net/knowledge-base/#/article/can-you-work-around-the-wiring-and-internet-limits-in-older-downtown-b): Yes. Historic buildings are a specific problem we plan for rather than fight.
- [Can you help a restaurant or retail shop with point of sale and guest Wi-Fi?](https://www.advancedits.net/knowledge-base/#/article/can-you-help-a-restaurant-or-retail-shop-with-point-of-sale-and-guest): Yes, with the payment network kept separate from guest traffic.
- [Do you support seasonal businesses whose headcount changes?](https://www.advancedits.net/knowledge-base/#/article/do-you-support-seasonal-businesses-whose-headcount-changes): Yes. Tell us about the swing during the quote and we structure for it.

### Orange Park, Green Cove Springs, and Clay County (8 articles)

- [Who provides IT support in Green Cove Springs, FL?](https://www.advancedits.net/knowledge-base/#/article/who-provides-it-support-in-green-cove-springs-fl): We do. Green Cove Springs is part of our regular Clay County coverage.
- [Do you support Orange Park businesses?](https://www.advancedits.net/knowledge-base/#/article/do-you-support-orange-park-businesses): Yes. Orange Park is about twenty minutes from our office.
- [What IT company covers Clay County, FL?](https://www.advancedits.net/knowledge-base/#/article/what-it-company-covers-clay-county-fl): We cover the whole county: Orange Park, Fleming Island, Middleburg, Green Cove Springs, and Keystone Heights.
- [How do you handle offices with limited broadband in rural Clay County?](https://www.advancedits.net/knowledge-base/#/article/how-do-you-handle-offices-with-limited-broadband-in-rural-clay-county): We design for the connection you can actually get, and add a backup path.
- [Can you support a business with a warehouse or shop floor, not just an office?](https://www.advancedits.net/knowledge-base/#/article/can-you-support-a-business-with-a-warehouse-or-shop-floor-not-just-an): Yes, including wireless coverage in metal buildings and outdoor yards.
- [Do you work with contractors, trades, and manufacturers?](https://www.advancedits.net/knowledge-base/#/article/do-you-work-with-contractors-trades-and-manufacturers): Yes, including crews who work from trucks and job sites.
- [Can you help us get off an old server?](https://www.advancedits.net/knowledge-base/#/article/can-you-help-us-get-off-an-old-server): Yes, and it is one of the most common first year projects we do.
- [Do you support businesses with multiple locations?](https://www.advancedits.net/knowledge-base/#/article/do-you-support-businesses-with-multiple-locations): Yes, including offices split across counties.

### Fernandina Beach and Nassau County (4 articles)

- [Who provides IT support in Nassau County, FL?](https://www.advancedits.net/knowledge-base/#/article/who-provides-it-support-in-nassau-county-fl): We cover Fernandina Beach, Amelia Island, Yulee, Callahan, and Hilliard.
- [How do you handle onsite support that far north?](https://www.advancedits.net/knowledge-base/#/article/how-do-you-handle-onsite-support-that-far-north): Remote first, with scheduled onsite visits covered under managed agreements.
- [Can you support hospitality and tourism businesses on Amelia Island?](https://www.advancedits.net/knowledge-base/#/article/can-you-support-hospitality-and-tourism-businesses-on-amelia-island): Yes, including guest Wi-Fi, point of sale, and booking systems.
- [Do you work with manufacturers and industrial businesses in Yulee and the port area?](https://www.advancedits.net/knowledge-base/#/article/do-you-work-with-manufacturers-and-industrial-businesses-in-yulee-and): Yes, including sites with equipment that predates modern networking.

## Who we work with

Support questions specific to certain kinds of businesses.

### Small business IT basics (9 articles)

- [Do we need an IT provider if we only have eight employees?](https://www.advancedits.net/knowledge-base/#/article/do-we-need-an-it-provider-if-we-only-have-eight-employees): You need someone accountable for it. Whether that is a full agreement depends on what you run.
- [How much should a small business spend on IT each month?](https://www.advancedits.net/knowledge-base/#/article/how-much-should-a-small-business-spend-on-it-each-month): Enough to cover support, security, and backup for every employee, budgeted as a fixed monthly cost.
- [Is outsourced IT cheaper than hiring someone in house?](https://www.advancedits.net/knowledge-base/#/article/is-outsourced-it-cheaper-than-hiring-someone-in-house): Usually, until you are somewhere around 30 to 50 employees.
- [When should we stop relying on the owner or office manager for IT?](https://www.advancedits.net/knowledge-base/#/article/when-should-we-stop-relying-on-the-owner-or-office-manager-for-it): When the time it consumes is worth more than the agreement costs, which is earlier than most owners think.
- [Is a small business really a target for hackers?](https://www.advancedits.net/knowledge-base/#/article/is-a-small-business-really-a-target-for-hackers): Yes, because almost none of it is targeted.
- [Can you support a fully remote or hybrid business?](https://www.advancedits.net/knowledge-base/#/article/can-you-support-a-fully-remote-or-hybrid-business): Yes, and businesses with no office often need more structure, not less.
- [What IT does a brand new business need on day one?](https://www.advancedits.net/knowledge-base/#/article/what-it-does-a-brand-new-business-need-on-day-one): A domain, business email, file storage, decent computers, multi factor authentication, and backup.
- [Can you manage just our Microsoft 365 without managing everything else?](https://www.advancedits.net/knowledge-base/#/article/can-you-manage-just-our-microsoft-365-without-managing-everything-else): Sometimes, depending on the situation.
- [What happens to our IT if our one tech-savvy employee leaves?](https://www.advancedits.net/knowledge-base/#/article/what-happens-to-our-it-if-our-one-tech-savvy-employee-leaves): That is a risk worth addressing before it happens, and it is fixable in a few weeks.

### Field service and trades contractors (12 articles)

- [Are you experienced with our field service management software?](https://www.advancedits.net/knowledge-base/#/article/are-you-experienced-with-our-field-service-management-software): Yes, and more importantly we handle vendor escalation so your dispatcher is not the one on hold.
- [How do you support field technicians working in areas with spotty connectivity?](https://www.advancedits.net/knowledge-base/#/article/how-do-you-support-field-technicians-with-spotty-connectivity): Devices are managed and updated remotely, apps are set up to work offline where they can, and we troubleshoot without making a tech drive back to the shop.
- [Do you support other HVAC, plumbing, and home services contractors?](https://www.advancedits.net/knowledge-base/#/article/do-you-support-other-hvac-plumbing-and-home-services-contractors): Yes. Trades and home services contractors are a core part of our client base.
- [We run emergency calls around the clock. What does your after-hours support actually look like?](https://www.advancedits.net/knowledge-base/#/article/we-operate-24-7-what-does-your-after-hours-support-actually-look-like): After hours calls reach our on-call staff, not an answering service that writes a ticket for the next morning.
- [What counts as a critical outage for a field service business, and how fast do you respond?](https://www.advancedits.net/knowledge-base/#/article/what-counts-as-a-critical-outage-for-a-field-service-business): One hour for critical, four business hours for standard, next business day for low priority, with critical defined in writing before you need it.
- [Can our field techs call the help desk directly, or does everything go through the office?](https://www.advancedits.net/knowledge-base/#/article/can-our-field-techs-call-the-help-desk-directly): Every one of your employees can call us directly. We do not require tickets to funnel through your office manager.
- [How do you secure tablets and phones if one is left at a job site or stolen from a truck?](https://www.advancedits.net/knowledge-base/#/article/how-do-you-secure-tablets-and-phones-that-live-in-trucks): Mobile device management with remote wipe, enforced screen locks, and encryption on every company device.
- [How do we stay PCI compliant when our techs take card payments in the field?](https://www.advancedits.net/knowledge-base/#/article/how-do-we-stay-pci-compliant-when-techs-take-payments-in-the-field): Keep card data off your own systems entirely, then secure the devices and networks the payments pass through.
- [We hire seasonal help in peak months. How easily can we scale licenses up and down?](https://www.advancedits.net/knowledge-base/#/article/we-hire-seasonal-help-how-easily-can-we-scale-licenses-up-and-down): Support scales with headcount automatically. Licensing depends on the term you are on, which is worth setting up correctly before your busy season.
- [What do the first 30 days of onboarding look like for a contractor?](https://www.advancedits.net/knowledge-base/#/article/what-do-the-first-30-days-of-onboarding-look-like-for-a-contractor): Week one secures the essentials, then the office network, then every truck, then documentation and training.
- [Can you work around our busy season and leave everything alone during peak months?](https://www.advancedits.net/knowledge-base/#/article/can-you-work-around-our-busy-season): Yes. Tell us your peak window and nothing optional gets touched inside it.
- [Our techs are hard on equipment. How do you handle that?](https://www.advancedits.net/knowledge-base/#/article/our-techs-are-hard-on-equipment): Plan for it: proper cases, devices enrolled so a swap takes minutes, and a spare on the shelf.

### Veterinary clinics (10 articles)

- [Do you support veterinary practice management software?](https://www.advancedits.net/knowledge-base/#/article/do-you-support-veterinary-practice-management-software): Yes. We keep the environment it runs on healthy and deal with the vendor on your behalf.
- [Can you support digital x-ray and imaging equipment on our network?](https://www.advancedits.net/knowledge-base/#/article/can-you-support-digital-x-ray-and-imaging-equipment-on-our-network): Yes, including the network and storage side of imaging.
- [Why does our practice software slow down during the day?](https://www.advancedits.net/knowledge-base/#/article/why-does-our-practice-software-slow-down-during-the-day): Usually the server, the database, or the network, and it is diagnosable rather than something you live with.
- [How do we make sure patient records are backed up and recoverable?](https://www.advancedits.net/knowledge-base/#/article/how-do-we-make-sure-patient-records-are-backed-up-and-recoverable): Back up the database correctly, keep a copy offsite, and test restores monthly. Practice server backup is its own line on your agreement.
- [Can you fix Wi-Fi dead spots in exam rooms and treatment areas?](https://www.advancedits.net/knowledge-base/#/article/can-you-fix-wi-fi-dead-spots-in-exam-rooms-and-treatment-areas): Yes. Clinic layouts defeat consumer wireless equipment.
- [What happens if our server goes down during appointments?](https://www.advancedits.net/knowledge-base/#/article/what-happens-if-our-server-goes-down-during-appointments): You call, we start immediately, and a server outage is a critical priority.
- [Can you help us move our practice software to the cloud?](https://www.advancedits.net/knowledge-base/#/article/can-you-help-us-move-our-practice-software-to-the-cloud): Yes, including hosting your current software if you are not switching platforms.
- [Do veterinary clinics have compliance requirements like medical offices?](https://www.advancedits.net/knowledge-base/#/article/do-veterinary-clinics-have-compliance-requirements-like-medical-office): Not HIPAA, but payment card and client data obligations still apply.
- [Can you support us outside normal business hours, since we see emergencies?](https://www.advancedits.net/knowledge-base/#/article/can-you-support-us-outside-normal-business-hours-since-we-see-emergenc): Yes. Emergency support is covered around the clock for managed clients.
- [Do you support multi-doctor or multi-location veterinary practices?](https://www.advancedits.net/knowledge-base/#/article/do-you-support-multi-doctor-or-multi-location-veterinary-practices): Yes, with shared records across locations.

### Dental practices (12 articles)

- [Do you work with dental practices?](https://www.advancedits.net/knowledge-base/#/article/do-you-work-with-dental-practices): Yes, and dental is a different job from a general professional office because of HIPAA, the imaging, and what an idle chair costs.
- [Will you sign a Business Associate Agreement?](https://www.advancedits.net/knowledge-base/#/article/will-you-sign-a-business-associate-agreement): Yes, before we touch anything. If a provider hesitates on this, stop the conversation there.
- [Do you support Dentrix, Eaglesoft, Open Dental, and the other practice management systems?](https://www.advancedits.net/knowledge-base/#/article/do-you-support-dentrix-eaglesoft-and-open-dental): We support the server, database, workstations, and network they run on, and we handle their vendor support so your office manager does not.
- [Our practice software vendor says not to update Windows. What do you do with that?](https://www.advancedits.net/knowledge-base/#/article/our-software-vendor-says-do-not-update-windows): We separate security patches from feature updates. The first still get applied, the second get held and tested.
- [Sensors, CBCT, and intraoral scanners. Who owns those when they stop working?](https://www.advancedits.net/knowledge-base/#/article/who-owns-our-sensors-cbct-and-intraoral-scanners): The vendor owns the device and its software. We own the computer, drivers, network, and storage, which is where most of these failures actually live.
- [The server goes down at 8:15 on a Monday with a full schedule. What happens?](https://www.advancedits.net/knowledge-base/#/article/the-server-goes-down-at-815-on-a-monday): It is a critical outage with a one hour response commitment, and in most cases monitoring has told us before your front desk does.
- [What do you put in operatories, given what happens to them in there?](https://www.advancedits.net/knowledge-base/#/article/what-computers-do-you-put-in-operatories): Sealed or barrier-friendly input devices, mounted machines with no intake vents at chair level, and solid state drives.
- [HIPAA requires a security risk analysis. Do you perform it?](https://www.advancedits.net/knowledge-base/#/article/do-you-perform-the-hipaa-security-risk-analysis): We perform the technical portion and help assemble the rest, and we will tell you when an independent assessor is the better choice.
- [We email records to labs and specialists. Is that a problem?](https://www.advancedits.net/knowledge-base/#/article/we-email-records-to-labs-and-specialists): Usually yes, as it is currently being done. There are straightforward fixes and none of them make your team's life harder.
- [Dental practices have been encrypted through their own IT vendors. What about you?](https://www.advancedits.net/knowledge-base/#/article/dental-practices-have-been-hit-through-their-it-vendors): A fair question and one you should press every provider on. Here is what we do about our own tooling.
- [If we are encrypted on a Monday morning, how long until we are seeing patients?](https://www.advancedits.net/knowledge-base/#/article/if-we-are-encrypted-monday-morning-how-long-until-we-see-patients): Usually same day to next day for the practice software if backups are clean and isolated. Full cleanup runs longer.
- [If we ever sell to a DSO, does what you build help or hurt us in due diligence?](https://www.advancedits.net/knowledge-base/#/article/if-we-sell-to-a-dso-does-this-help-or-hurt-in-diligence): Helps, and sometimes materially. Buyers examine HIPAA posture and unresolved compliance issues can affect the number.

### Title and escrow companies (10 articles)

- [Do you work with title and escrow companies?](https://www.advancedits.net/knowledge-base/#/article/do-you-work-with-title-and-escrow-companies): Yes, and we treat them differently from other professional offices because the threat and the regulator are both different.
- [What do you do about wire fraud and business email compromise?](https://www.advancedits.net/knowledge-base/#/article/what-do-you-do-about-wire-fraud-and-business-email-compromise): Layered identity controls, monitoring built specifically for the mailbox takeover pattern, and support for the human verification step that actually stops the loss.
- [A closer gets emailed updated wire instructions. What catches that before the money moves?](https://www.advancedits.net/knowledge-base/#/article/what-catches-fraudulent-wire-instructions-before-money-moves): Several things should flag it, but the one that stops it is verification by callback to a number you already had.
- [Do you monitor for mailbox forwarding rules, impossible travel, and multi-factor changes?](https://www.advancedits.net/knowledge-base/#/article/do-you-monitor-for-mailbox-rules-and-impossible-travel): Yes. Those are the specific signals that indicate a mailbox takeover in progress, and we alert on all of them.
- [If money moves and it is fraud, what is your role in the first four hours?](https://www.advancedits.net/knowledge-base/#/article/what-happens-in-the-first-four-hours-of-a-wire-fraud): Containment and evidence on our side while you and your bank chase the funds. Speed matters enormously in the first day.
- [Do you know ALTA Best Practices, Pillar 3 specifically?](https://www.advancedits.net/knowledge-base/#/article/do-you-know-alta-best-practices-pillar-3): Yes. Pillar 3 is the information security pillar, and most of it maps directly onto work we already do.
- [Can you produce the evidence our underwriters ask for in an audit?](https://www.advancedits.net/knowledge-base/#/article/can-you-produce-the-evidence-our-underwriters-ask-for): Yes, and the point is that it exists before they ask rather than being assembled the week of.
- [Do you know where non-public personal information lives in our environment?](https://www.advancedits.net/knowledge-base/#/article/where-does-non-public-personal-information-live-in-our-environment): Not on day one. Finding out is part of onboarding, and the answer usually surprises people.
- [Do you touch escrow accounting and reconciliation?](https://www.advancedits.net/knowledge-base/#/article/do-you-touch-escrow-accounting-and-reconciliation): No. We secure and control access to the systems it runs on, and we stay out of the accounting itself.
- [Our title production software, e-recording, and lender portals. Who owns those relationships?](https://www.advancedits.net/knowledge-base/#/article/who-owns-the-relationships-with-our-title-production-vendors): You own the contracts. We own the technical relationship, including sitting on hold with their support.

### Nonprofits (8 articles)

- [Do you offer nonprofit pricing for IT support?](https://www.advancedits.net/knowledge-base/#/article/do-you-offer-nonprofit-pricing-for-it-support): Yes, and more importantly we help you use the nonprofit programs the vendors already offer.
- [Can you help us get nonprofit software grants and discounts?](https://www.advancedits.net/knowledge-base/#/article/can-you-help-us-get-nonprofit-software-grants-and-discounts): Yes, starting with verifying your eligibility with each vendor.
- [How do we handle IT on a nonprofit budget?](https://www.advancedits.net/knowledge-base/#/article/how-do-we-handle-it-on-a-nonprofit-budget): Protect the things that would end the organization first, then work down the list.
- [Can you support an organization with a lot of volunteer turnover?](https://www.advancedits.net/knowledge-base/#/article/can-you-support-an-organization-with-a-lot-of-volunteer-turnover): Yes, with fast account setup and reliable shutoff when people leave.
- [How do we protect donor data and payment information?](https://www.advancedits.net/knowledge-base/#/article/how-do-we-protect-donor-data-and-payment-information): Limit who can see it, secure the accounts that can, and keep card data out of your own systems.
- [Can you help with grant requirements around data security?](https://www.advancedits.net/knowledge-base/#/article/can-you-help-with-grant-requirements-around-data-security): Yes. Grant applications increasingly ask security questions, and we help you answer them accurately.
- [Can you support remote staff and multiple program sites?](https://www.advancedits.net/knowledge-base/#/article/can-you-support-remote-staff-and-multiple-program-sites): Yes, including case workers in the field and part time program locations.
- [Can you help us with donated or aging computer equipment?](https://www.advancedits.net/knowledge-base/#/article/can-you-help-us-with-donated-or-aging-computer-equipment): Yes, with honest advice about which donations are worth accepting.

### Home and personal computers (5 articles)

- [Do you repair home computers and laptops?](https://www.advancedits.net/knowledge-base/#/article/do-you-repair-home-computers-and-laptops): Yes, through Advanced Computer Consulting, our consumer repair business.
- [Is it worth repairing my computer, or should I replace it?](https://www.advancedits.net/knowledge-base/#/article/is-it-worth-repairing-my-computer-or-should-i-replace-it): It depends on the machine's age and what failed. We will tell you when replacing makes more sense.
- [Can you recover files from a computer that will not turn on?](https://www.advancedits.net/knowledge-base/#/article/can-you-recover-files-from-a-computer-that-will-not-turn-on): Usually yes, if the storage drive itself has not failed physically.
- [Can you remove a virus, or do I need a new computer?](https://www.advancedits.net/knowledge-base/#/article/can-you-remove-a-virus-or-do-i-need-a-new-computer): Almost always removable. You rarely need a new computer because of an infection.
- [Can you set up a new computer and move everything over?](https://www.advancedits.net/knowledge-base/#/article/can-you-set-up-a-new-computer-and-move-everything-over): Yes, including files, email, printers, and programs.