Frequently Asked Questions

Frequently Asked Questions

At Shipshape IT, we're keenly focused on providing outstanding client service. It is, therefore, our company policy to respond to client requests as soon as possible. For requests submitted via our service portal, or via our contact us page, we will contact you within 15 minutes of receiving the request. This policy is effective between the hours of 8:00AM and 9:00PM, Monday through Friday, excluding major holidays.
We believe in the fundamental goodness of humanity; however, let's face it: people respond to incentives. It's a basic law of economics.

Have you ever had a severe server crash? If so, your IT support company probably responded and fixed the problem—and then sent you a big bill as you cheered them on for saving the day. But let's think for a minute. Who's job is it to prevent such a problem in the first place? If your IT support company receives a payday when the server crashes, what is the incentive to proactively work to prevent that failure? Under Shipshape IT's service model, if you experience a major IT failure you don't pay for the fix. We do. It's in our interests—and yours—to prevent that failure from happening. Our interests are aligned, and the result is superior service.

Now let's talk about staffing. A company that charges an hourly rate for services has an economic incentive to hire staff that costs less yet requires more time to complete a job. After all, more billable time means more revenue, and less expensive staff means less overhead. Have you ever wondered, "why did that take so long?" when reviewing an IT services bill? Under Shipshape IT's flat rate model, our incentive is to maintain staff and systems with maximum effectiveness. This means we hire expensive, amazingly talented people—and you never have to look at a bill and scratch your head.
Shipshape maintains a state-of-the-art IT infrastructure on which company and client operations are conducted. We have data center locations in Northern Virginia and Northeastern Pennsylvania.  Housed in climate-controlled environments, this infrastructure includes redundant power, gigabit Internet connectivity, terabytes of data storage, and Dell PowerEdge servers.
Have you ever seen a black swan? Probably not, but just because you've never seen something doesn't mean you should conclude it doesn't exist. Extending this metaphor to IT, we consider a black swan to be an unanticipated event with potentially harmful consequences. Think disk or other media failures, hardware theft, Internet outages, an inaccessible building, and other difficult situations. Our service protects you from black swans, through the use of monitoring, off site backup, virtualized imaging, backup Internet access, online collaborative documentation, and email continuity. We strongly believe every company should have these things and we provide them to our Comprehensive IT Support - Critical MaaS clients.
We maintain a collaborative documentation portal that tracks everything from network devices, systems, core component configurations up through standard operating procedures and individual system status. Our staff and yours both have the ability to review and contribute to your documentation. Documentation is included to all clients at no additional charge. For additional information, please see Real Time Documentation.
We configure monitoring and alerts based on policies established at your service kick-off meeting. One unique aspect of our monitoring system is that our clients have the ability to check monitoring status themselves via our documentation portal.
Our clients typically have one or two on site employees who handle routine maintenance tasks and also act as our eyes and hands when it makes sense to do so. That said, we will happily visit a client to change a toner cartridge.
This is when multiple aspects of the services we provide interact and achieve optimal effectiveness for our clients and operations. Consider web hosting. If we host a site, it's easier to manage it versus it being hosted elsewhere, and therefore more efficient to support. In addition, our client saves the costs of hosting. Our service offerings incorporate many synergistic components, and we're always on the lookout for more.
For clients with premise infrastructure, we maintain off site copies—virtualized images—of their servers and important workstations.  These virtualized images are essentially copies of each system's the operating system, applications and data.  Further, they are remotely stored and ready to operate within our data center infrastructure in the event of a client's emergency. For clients who operate purely on Cloud Computing, we maintain copies of their servers at both Shipshape data centers. Imaging is an important aspect of the disaster recovery and business continuity components of our Comprehensive IT Support - Critical MaaS.
Unlimited web hosting is included with our Comprehensive IT Support - Critical MaaS. Most of our clients save money by canceling their incumbent web hosting service after they sign up with us. In addition, web hosting is available as a standalone service.
Yes. Our hosting systems support complex web applications with MS SQL and My SQL back end databases. There is no additional charge for hosting a complex site versus a simple, brochure-only site.
Email security and continuity are included with our Comprehsive IT Support - Critical MaaS. Most of our clients save money by canceling their incumbent email security provider after they sign up with us (even if it's a subscription to a local solution such as Norton Anti-Virus for Exchange). In addition, Mail Security and Continuity is separately available as a stand-alone service.
Unlimited off site backups are included with our Comprehensive IT Support - Critical MaaS. The peace of mind provided by this is priceless. In addition, backup is separately available as a stand alone service.
We don't charge our Comprehensive IT Support clients for hosting. You may be starting to see a trend here.
Yes.
Perhaps counter-intuitively, no. We already own massive infrastructure in our data centers that can support your systems. Typically, we find it more efficient to support your server in our professional, high-availability hosting environment than elsewhere.
The way we see it, if you're our client, you hired us to perform a critical mission. Our infrastructure and expertise should be available to you without limitation in order to accomplish this mission. Also please see synergistic components above.
Yes, we perform projects for clients on a flat rate basis per deliverable. Please see IT Projects and then contact us for additional information.

Looking for an answer not covered here? Please contact us today and we will respond within 15 minutes.