{"id":38423,"date":"2021-09-20T04:28:53","date_gmt":"2021-09-20T04:28:53","guid":{"rendered":"https:\/\/www.insentragroup.com\/nz\/faqs\/"},"modified":"2025-07-28T11:58:03","modified_gmt":"2025-07-28T11:58:03","slug":"faqs","status":"publish","type":"page","link":"https:\/\/www.insentragroup.com\/nz\/services\/managed-services\/faqs\/","title":{"rendered":"FAQs"},"content":{"rendered":"\t\t
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Frequently Asked Questions\n<\/h1>\t\t\t\t<\/div>\n\t\t\t\t
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We couldn\u2019t cover everything on our website, so instead we\u2019ve collated the most frequently asked questions into one place for your perusal. If you still can\u2019t find what you\u2019re looking for then head over to our contact page and drop us a line \u2013 one of our crew will be in touch shortly.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t\t\t\t\t\tContact \u00bb<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"support.png\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Frequently Asked Questions<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tDoes Insentra provide 24x7 managed services?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Yes, Insentra provide 24×7, follow-the-sun, managed services from global locations including Australia, UK and the USA.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tCan Insentra take my after hours support?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Absolutely! Many of our Partners and ISVs find it expensive and difficult to resource after hours support. We can be your team when you are sleeping.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tDoes Insentra have security cleared personnel?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Yes. In Australia we have a number of security cleared people in our crew.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tDo you have flexible billing mechanisms?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Our aim is to work with our Partners to establish the necessary commercials. We are flexible in our approach and can tailor our billing accordingly.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tAm I locked in for a year or two years?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Our Managed Services carry a minimum 12 month commitment and we offer discounted rates for 24 and 36 month terms.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tAre support calls capped?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

In our Support hours model, a Partner has a defined number of hours against which they can draw down for their Clients.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tWhat IT Compliance Frameworks do you follow?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Insentra follows the ITIL guidelines for Service Incident and Request Management.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tWhat are your technical competencies and certifications?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Our Managed Services engineers carry certifications across all technologies we provide services for including Microsoft and Citrix competencies.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tWhat part of your service is automated?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Our IaaS monitoring is automated along with the monthly patch management cycle . Alerts and alarms are triggered into our ticket management system, and these tickets are auto-logged and routed to the Service Desk.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tWhat level of Service Desk integration do you offer?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

We can interface into a Partners ticketing system for incident and service request alignment. We have a well-documented open access API to hook into.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Frequently Asked Questions We couldn\u2019t cover everything on our website, so instead we\u2019ve collated the most frequently asked questions into one place for your perusal. If you still can\u2019t find what you\u2019re looking for then head over to our contact page and drop us a line \u2013 one of our crew will be in touch… Continue reading FAQs<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":25296,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":"","footnotes":""},"class_list":["post-38423","page","type-page","status-publish","hentry","entry"],"_links":{"self":[{"href":"https:\/\/www.insentragroup.com\/nz\/wp-json\/wp\/v2\/pages\/38423","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.insentragroup.com\/nz\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.insentragroup.com\/nz\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.insentragroup.com\/nz\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.insentragroup.com\/nz\/wp-json\/wp\/v2\/comments?post=38423"}],"version-history":[{"count":4,"href":"https:\/\/www.insentragroup.com\/nz\/wp-json\/wp\/v2\/pages\/38423\/revisions"}],"predecessor-version":[{"id":38428,"href":"https:\/\/www.insentragroup.com\/nz\/wp-json\/wp\/v2\/pages\/38423\/revisions\/38428"}],"up":[{"embeddable":true,"href":"https:\/\/www.insentragroup.com\/nz\/wp-json\/wp\/v2\/pages\/25296"}],"wp:attachment":[{"href":"https:\/\/www.insentragroup.com\/nz\/wp-json\/wp\/v2\/media?parent=38423"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}