We want to make evaluating our IT services less confusing, so we’ve assembled a quick review of our top 22 frequently asked questions. Perhaps you’ve already spoken with MULTi IT and want to do some research before our follow-up conversation. We created these FAQs to prioritise the mutual discovery process. Once these basics are out of the way, we can invest more time gaining a deeper understanding of your challenges when we reconvene. Get to know MULTi IT better by delving into the following topics and clicking on the jump links for more information. What are your two primary services?What business problems do you solve?How are your services packaged?How long are your agreements?How are you different?How do you maximize responsiveness?Can you describe your technical support process?What are your hours of operation?Do you have full-time employees or contractors?What is your industry focus?Who is your ideal client?Is there an onboarding fee?What are your project fees?How big is MULTi IT?How did MULTi IT get started?What certifications does MULTi IT have?Do I have to move everything to the cloud?How does billing work?How long does it take to change providers?Which vendors do you support?Are there any options to lower my costs?When may I have references? MULTi IT Services FAQ #1 – What are your two primary services? Fully Managed IT Services – MULTi IT monitors, manages, supports, and secures all IT systems and users for a fixed and predictable monthly fee. Co-Managed IT Services – MULTi IT monitors, manages, supports, and secures all IT systems for a fixed and predictable monthly fee. We handle the backend, and an in-house IT resource manages the user help desk & support. MULTi IT will give in-house IT access to ConnectWise, the industry standard for Professional Services Automation and Ticketing. MULTi IT Services FAQ #2 – What business problems do you solve? We save clients time and money, reduce employee frustration, and solidify client defenses against data breaches, ransomware attacks, and legal exposure. We help clients increase profitability, improve team morale, and lower cybersecurity and compliance risk. MULTi IT Services FAQ #3 – How Are Your Services Packaged? Services consist of two specific categories: Core Services and Adjustable Services. CORE SERVICES are fixed, baseline foundational resources included in every MULTi IT Service Level Agreement. Account Management – Your point of contact for all inquiries regarding services, invoices, technical trends, standards, best practices, compliance, etc. They also provide strategic consulting services through periodic account reviews. We make recommendations and use network diagrams, IT roadmaps, and detailed project plans to advance your digital transformation.Client Management Tools – Professional Services Automation, Ticketing, CRM, Remote Management and Monitoring, Documentation, Communication, Notification, and Data Privacy.Vendor Technical Assistance – We interact directly with your other technology vendors for incident remediation, opening tickets, escalating requests, or working with a vendor to resolve incidents within your IT environment. We will also answer basic questions about your environment or provide access to systems the vendor has requested when approved by the client, such as allocating IP addresses for a copier or security camera vendor or allowing network traffic for a vendor service. This assistance covers hardware manufacturers, software development firms, cloud service providers, ISPs, telecommunication brokers, printer and copier companies, and local couriers.Procurement Services – MULTi IT sources products exclusively from authorised channels and recommends business-class solutions. We also identify configuration options, ensure proper registration, manage licensing and warranties, and guarantee that all products are genuine.Network Management – Monitoring, Administration, Reporting, Domain Name, and SSL Certificate Management, Remote Incident Remediation, and On-site Incident Remediation. If a client has more than one location – with expanded Network Management & Vendor Technical Assistance requirements – additional Core Services charges may apply. ADJUSTABLE SERVICES are based on specific quantities of subscriptions, consulting hours, or backup data volume. Here’s a hypothetical breakdown for a fictitious, 50-person company. Cloud Management – 3 cloud instancesServer Management – 1 bare-metal serverWorkstation Management – 50 machines with AV, patching, asset management, monitoring, and web filteringTechnical Support – Managed Services Silver – 40 users with unlimited remote-only supportTechnical Support – Managed Services Gold – 10 users with unlimited onsite support (extra hand-holding)Email Protection – 50 machines with spam filtering, URL defence, and encryptionvCIO – 4 additional consulting hours per month (because they have an ongoing compliance initiative)Data Backup – 4 TB of dataMicrosoft 365 – 50 user accounts Each one of these line items can be adjusted – up or down. The firm may replace its bare metal server with four cloud services. Two years from now, they may downsize to 40 people, which would reduce all of their quantities and charges. MULTi IT IT Services FAQ #4 – How long are your agreements? MULTi IT agreements are typically 12 to 36 months in duration. MULTi IT Services FAQ #5 – How are you different? MULTi IT selectively partners with growing organisations that like applying strategy and budgets to a proven IT process based on standards and best practices – to improve performance and lower risk. MULTi IT creates and maintains powerful, quiet, and secure IT systems by actively engaging and advising our clients in regularly scheduled Strategic Business Reviews. Most MULTi IT locations limit new client onboardings to two per month. This approach allows us to institute comprehensive, data-driven quality controls – on the front end – which create increasing operating leverage for our clients throughout the lifetime of the relationship. MULTi IT Services FAQ #6 – How do you maximize responsiveness? MULTi IT is responsive by design. We partner with organisations that appreciate the value of following a standards-based approach to inform the architecture and lifecycle management of their IT systems. This alignment allows clients to enjoy business optimizing technology that doesn’t require constant, reactive, emergency intervention – so they have more time to focus on growing their business. We give all users direct access to support, which eliminates bottlenecks and allows us to collect data and insights to identify training gaps and recommend system improvements. Our Service Level Agreement prioritizes all client matters and response times by P1, P2, P3, P4 and P5. A significant server or cloud application outage is a P1. Assisting with a password reset is a P4. Good news: we can set you up with a self-serve password solution so you don’t have to open a ticket. The outcome is similar to the concept of compound interest. When you invest in the process over time, both quality of service and responsiveness accrue. Failure to invest (or starting late) makes it impossible to catch up. Full disclosure: If you have a distressed IT environment with aging, non-standard equipment, and refuse to follow support protocols, maximum responsiveness is impossible to guarantee. MULTi IT Services FAQ #7 – Can you describe your technical support process? Each client is assigned a vCIO-level Account Manager with day-to-day support from a service pool of engineers who respond based on the priority levels P1, P2, P3, P4 and P5. Clients have four ways to open tickets: 1 – phone, 2 – email, 3 – customer portal, and 4 – desktop icon. MULTi IT will provide portal access for all authorised Client personnel to its client ticketing and support systems. All initiated support will be recorded and trackable through the system. MULTi IT Services FAQ #8 – What are your hours of operation? Our hours are 24/7/365 for coverage, monitoring, and management of all client IT systems. User help desk hours are 8 am-6 pm, Monday – Friday. We also have customised plans for companies that require user support outside of standard business hours. MULTi IT Services FAQ #9 – Do you have full-time employees or contractors? All of our employees work full-time. We do not use contractors. MULTi IT Services FAQ #10 – What is your industry focus? Professional Services (CPA, Legal, Finance, Insurance, Real Estate, Consulting), Construction, Manufacturing, Healthcare, and Non-profit. We are always happy to extend our focus whenever we meet open, honest, competitive, growth-oriented businesses that embrace the strategic value of digital transformation. MULTi IT Services FAQ #11 – Who is your ideal client? Growing businesses and non-profits (20-500 employees) that like applying strategy and budgets to a proven IT process based on standards and best practices. A majority of our clients are in the 50-150 headcount range. Our smallest clients have around 5-20 people or at least R1M in annual revenue. MULTi IT Services FAQ #12 – Is there an onboarding fee? Yes. The onboarding fee is fixed and typically the same as your monthly fee. If your monthly fee is R4,000, your onboarding fee is R4,000. Onboarding is a very comprehensive process and includes: The investment of 60 to 120 hours over 60-90 daysAn executive kick-off meeting with several site visits and interviewsThe engagement of engineers and project managersCoordination of the transition with your existing vendorsDocumentation of all IT systems and users with a 100-point punch listThe creation of new hire/exit checklistsThe deployment of management tools and the migration of data and mailboxesDelivery of a security assessment and implementation of MFAIntroduction of the service and user orientation training on our support platform MULTi IT Services FAQ #13 – What are your project fees? Project fees are R450.00 per hour for maintenance clients. Out of scope, emergencies are the exception. For example, if an executive assistant accidentally deletes five years of email from the CEO’s Outlook account, the recovery timeline would be impossible to predict in advance. It might take 10 hours or 40. We would be happy to work out a discounted rate. MULTi IT Services FAQ #14 – How big is MULTi IT & Telephony Solutions? We’re a national provider and Southern Africa provider with employees in multiple office locations across two countries. MULTi IT Services FAQ #15 How did MULTi IT get started? Something extraordinary happened in 1985 when the IT sector was just beginning for the need for a trustworthy IT solution provider that could guide businesses in moving them forward through the use of Technology. Recognised as one of the first Microsoft partners in Africa, MULTi IT has been helping companies grow and move forward for over 37+ years. Multi’s Vision: to become the number one trusted solution for all your ICT requirements. to represent, support and inspire every business and industry we are privileged to work with. To enable technology to drive growth and efficiency for our clients. We aim to make a social impact while continuously implementing corporate social responsibility to every division of our company. Learn More: About MULTi IT MULTi IT Services FAQ #16 – What certifications does the MULTi IT team have? 3CX Certified Advanced EngineersFortiGate Certified Firewall EngineersSophos Certified Firewall EngineersCertified Meraki Networking Associate (CMNA)Cisco Certified Network Associate (CCNA)Cisco Certified Network Associate Security (CCNA Security)Lean Six Sigma Yellow BeltMicrosoft Certified Solutions Associate (MCSA)Microsoft Certified System Engineer (MCSE)Microsoft Certified Trainer (MCT)Veeam Sales Professional (VSP) MULTi IT Services FAQ #17 – Do I have to move everything to the cloud? No. We support several hybrid environments – on-premise + cloud. However, the world is migrating to the cloud. Everything seems to be software as a service or “SaaS.” As your on-premise server equipment ages, we will make recommendations about a cloud transition. MULTi IT Services FAQ #18 – How does billing work? IT services are billed a month in advance because the dedicated resources and facilities assigned to your business are active 24/7/365. Since it’s an “always-on” fixed fee service – and not based on accumulating monthly usage – we need to exercise financial discipline and cover costs as they occur – which is around the clock. The effective date of your agreement triggers the billing cycle. Your first bill covers onboarding and your first month of service. MULTi IT Services FAQ #19 – How long does it take to change providers? Thirty (30) days. We recommend you continue service with your current provider during this time frame. This approach makes the transition more seamless. They’ll be more likely to cooperate with account transfer details if your account is still active. MULTi IT Services FAQ #20 – Which vendors do you support? We support 3CX, Apple, AWS, Azure, Cisco, Datto, Dell, FortiGate and Fortinet, HP, Lenovo, Meraki, M365, Microsoft, Nextiva, Polycom, Proofpoint, Ring Central, Sophos, VMware, Veeam, Vonage, and more. Learn More: Our Partners MULTi IT Services FAQ #21 – Are there any options to lower my costs? Yes. You can mix and match any of your Adjustable Services. Here are a few examples: Unlimited onsite and unlimited remote is a premium service combination – covering both IT systems and users.Your fees go down if you choose remote-only service for users. Why? Over 90% of user support tickets get resolved remotely.You can select lighter coverage plans for your servers.Finally, you may not have servers in the future since everything is moving to the cloud. This transition opens the door for lower-cost alternatives. MULTi IT Services FAQ #22 – When may I have references? To minimise client disruption, we provide official references at the agreement stage. Once you decide to move forward with MULTi IT, we’ll arrange for you to correspond with a few clients – via phone or email – as a final checkpoint. In the meantime, please see the following MULTi IT Reviews on Google Next Steps? You have more than likely read this article because you’re nearing the finish line in your competitive evaluation of IT providers. While we strive to make this guide as comprehensive as possible, there is always room for more nuance. We welcome inquiries to further simplify your learning process. Book a Strategy Session Today Johannesburg – +27(0)11 435 0450, sales@multi.co.zaCape Town – +27(0)21 879 1950, sales@multi.co.zaDurban – +27(0)31 331 0735, sales@multi.co.za Namibia – +264(0)84 000 8310, sales@multi.com.na

IT consultations aren’t  just for the “big guys.” Start-ups and small businesses can benefit, as well. IT consultations can go far beyond simply providing technology information. The right consultant can help you lay out a roadmap for future upgrades, increase your employees’ productivity, avoid dangerous security pitfalls that could tank your company, provide data storage services at the right price, and more. More business owners are turning to IT consultants to act as their Virtual CIOs. Here’s why: Outsourcing IT Allows You to Focus on Your Core Offerings Relying on an IT consultant is freeing and reassuring for the small business owner. They can sit down with a consultant and ask plainly, “All right, how can we truly benefit from outsourcing our IT? What are the options for a company of our size?” Newer ventures can benefit from outsourcing anything from payroll to data virtualization to software-as-a-service. An IT consultant can manage the IT administrative details so you can focus on your core business capabilities. Understanding IT Best Practices With the advances in IT and ever-evolving technologies can be daunting for any business owner. Most don’t have the time, experience or knowledge to select the right solutions on their own, especially if they don’t regularly study the impact of new technology. We see this issue in retail and hospitality companies where business leaders are very much focused on the brick-and-mortar world and aren’t sure where the industry is moving in regards online tools. They wisely choose to spend their time on their own strengths, but when it comes to making IT decisions, these companies often seek the advice of an experienced third party who understands IT best practices. Achieving Data Security Requirements How well do you understand data compliance regulations in your industry? What about the requirements for doing business with customers in another country? (Yes, it can be very different from what’s required in South Africa or Namibia) As a business owner or manager, you must be aware of all compliance laws and requirements. A consult with an IT expert can help you understand what’s required and what isn’t. They’ll work with you to design a strategy to ensure you meet current and upcoming compliance standards using the right IT services. Guaranteeing Compatibility Let’s say that you’re familiar with data and tech solutions: You know what you’re doing and you’re happy with the current tools you’re using. However, you want expand, and this means adopting new IT solutions. When entering uncharted territory, an IT consultation is an excellent idea, not just to get new ideas, but also to make sure the transition will go smoothly. How will your old files be moved into a new system? Will you need to use different software applications? Can your new services work seamlessly with your current tools? Will you have to change data management or maintenance tasks? Finding answers to these questions on your own can be time-consuming and stressful. A consultation with experts is a better way forward. Choosing the Right Data Backup and Insurance Plans You probably know that you need protection for sensitive customer data — However, you may not know where to begin to do this, or if the security you’re currently using is sufficient. IT consultations can tackle many security issues, and help you ensure your data is secure, and your business is protected. Your IT expert will make sure you have a unified plan that successfully backups your data on a regular basis and stores it securely offsite. Purchasing data insurance is something to consider before you experience a data loss. It helps companies recoup some of the monetary losses that occur as a result. However, it’s necessary that you understand exactly what a data policy covers. (Hint: It doesn’t pay off any associated fines.) Your IT consultant will have the answers you need. Scalability Solutions Where do you see your business in five years? How about 10 years? The success of your business requires an IT roadmap that ensures your technology meets your needs years down the road. The reality is that many companies find themselves stuck with technology that doesn’t meet their growing needs. Don’t get caught in this pitfall. Instead, rely on an IT consultant to help you design a plan for the future. They will help you choose services that are easy to scale up (or down) as needed. What to do next? A conversation is a great place to start. Schedule a quick call to find out how you can benefit from a leading IT Consultant. Johannesburg – +27(0)11 435 0450, sales@multi.co.zaCape Town – +27(0)21 879 1950, sales@multi.co.zaDurban – +27(0)31 331 0735, sales@multi.co.za Namibia – +264(0)84 000 8310, sales@multi.com.na

Isn’t it frustrating when your internet stops working? Do your video calls frequently drop? Programs taking forever to work through your VPN? Here are some simple to more advanced troubleshooting tips that you can take to resolve your problems. If your Wi-Fi suddenly stops working: First, make sure the Wi-Fi adapter on your device hasn’t disconnected from your Wi-Fi network. For laptop users, this could happen if there is a brief period where you go out of the range for your router. Simply reconnect normally to resume connection.If the problem persists, restart your router. Simply unplug your router and wait about 15-20 seconds before plugging it back in. Wait approximately 5 minutes to allow the router to fully establish a connection and then reconnect with your device.Sometimes the antennas on your router could be bent or broken, check to see if there is any physical damage to your antennas. If there is, it may be time to get a new one. Compare your internet connection to water coming in through a pipe into your house. If the pipe is clogged or takes too many turns then water will not flow as quickly to your sink or shower. Also if too many people are running water at the same time then you will get lower water pressure and less water. In order to improve your home internet you need to follow the flow of information from the router provided by your Internet Service Provider (ISP) to your computer. If too many people are drinking from the same tap everyone will slow down a bit. Quick Tip: When everything is working properly, you can expect the icons on your router to be a solid or blinking green or blue light (this depends on the brand of the router). This let’s you know that the device is plugged in and properly functioning. If you don’t see these lights, confirm the connections to the router are secured properly. Otherwise, chances are the internet to your home is out, your router doesn’t have a strong connection, or your router is possibly defective. If this is the case, you will need to reach out to your ISP for repair or replacement. When basic measures fail try these steps: Is your network suddenly not showing up at all on your devices? It is possible your router has overheated and turned itself off to cool down. Make sure your router has ample space surrounding it for proper ventilation. Wait a few minutes for the router to cool down, then turn it back on and reconnect to your device.Wi-Fi is not always a reliable connection or indicator of your true internet connection speed into your residence. If you are experiencing a slow internet connection or your router is on and are receiving no internet, try connecting an ethernet cord from your router to your device. Then turn off or disconnect the WiFi on your device and test if the connection is improved or restored. Quick Tip: For the best reception signal, you should place your Wi-Fi router in the center of your home, so the signal can reach as much of your home as possible. Another option is to invest in a better router or WiFi access point. Typically, the devices you receive from the ISP are not the best when it comes to performance. When all else fails: If none of the previous troubleshooting pointers worked, your internet connection has probably been shut off, or your hardware equipment needs to be updated. Give your ISP (Internet Service Provider) a call so they can better help you with your issues. Are you a client with MULTi IT & Telephony Solutions? Give us a call about upgrading your home Wi-Fi setup. Want more from your IT provider? We know change is hard. A conversation is a great place to start. Contact us to set up a call. Johannesburg – +27(0)11 435 0450, sales@multi.co.zaCape Town – +27(0)21 879 1950, sales@multi.co.zaDurban – +27(0)31 331 0735, sales@multi.co.za Namibia – +264(0)84 000 8310, sales@multi.com.na