Support and FAQs
Existing customers can contact the support team on 01823 445505 or email firstname.lastname@example.org to log a ticket with our helpdesk team based in Taunton. For all other questions and enquiries please call 0800 440 2282.
Hosted desktops and cloud solutions are still relatively new to a large section of our audience. The following section covers many of the more common questions you may have regarding our services…
Do I need internet access to use my hosted desktop?
Yes, it is important to ensure you have good internet access. We can help with this and supply ADSL and fibre lines if needed as part of any installation.
Can any applications be moved to my hosted system – are there any exceptions?
YES – generally any modern Windows based software will work on our platform. This will be explained during the project audit before any works starts. Older applications or those that are very graphically heavy may not be suitable
Do you look after our email as well?
YES, most of our clients require email support as part of their package. We supply and manage hosted Microsoft Exchange providing full function email and shared calendar support across all devices.
Can I upload my own files and folders to my hosted desktop?
YES – you can cut and paste files from USB drives or your own PC to be placed and safely stored in the cloud environment. These can be on your own desktop or in shared folders and available to other staff.
How much space do you provide? Are there any limits?
As standard we provide 20GB space per person as shared resource on every hosted desktop system. Additional space is available for a nominal cost based on your requirements. Generally a vast majority of our clients find the initial capacity totally adequate.
How long Is the contact with Hosted Accountants?
In keeping with a modern approach we do not specify long contracts or notice periods. Generally we only ask for 3 months or less notice to stop using our systems. Similiarly if you need to add or remove users this is possible at anytime.
Are secure passwords used to protect unauthorised access?
YES – Individual users set and maintain their own passwords. These are not known by our helpdesk staff and can be prompted to be changed regularly (typically monthly) just like an in-house server.
What capital expenditure is there to move to a cloud based hosted system?
None – you can use existing PC’s, laptops and devices to directly connect to your hosted desktop. We do charge for set-up of the server and ancillary devices as you might expect. This will be explained clearly in any quote from us.
Can I use my own applications and Microsoft licenses?
YES – we are happy to host any compatible applications that your own the appropriate license for. Regular Microsoft Office licenses are not transferable to a hosted environment and are supplied by us as part of the monthly cost.
What support do you supply on the system?
We include standard support supplied by our own in-house team based in Taunton, UK. They are available by telephone/email to help with issues and questions you may have. The systems and performance are monitored 24/7 within our ISO27001 data centres.
Is my data backed up and if so how often?
YES – in addition to daily backups we replicate your data to a 2nd geographical location in the UK. We maintain at least 10 working days of incremental backups should you accidentally delete anything and wish to restore files from previous backups.
How long does a system take to set-up?
Once your requirements are established a dedicated project manager will agree timescales and deployment with you. Generally we plan several weeks ahead but small projects can be completed more quickly.
What if my internet connection goes down?
In a traditional environment a loss of internet can often mean staff cannot work. Anything internet based will no longer be available. With a hosted system users are able to move to an alternative location (home, WIFI spot) or use a backup connection supplied by Hosted Accountants.
Is the hosted desktop secure?
YES – All traffic to and from your device and our servers are protected and securely managed. We use high level firewall protection and supply antivirus as standard on every hosted system.
Are you hosted services available all the time?
YES – All our systems are available and monitored 24/7. The only time this is not the case is during routine server maintenance or engineering work agreed with you in advance.
Can certain users be restricted or removed?
We can restrict users accessing your server based on time of day and/or IP location. Requests for changes to your system are managed by the Hosted Accountants helpdesk and generally actioned within 48 hours.
How fast will my new hosted system run?
Because we use cutting edge CISCO servers and infrastructure most users report that applications run faster than on their local system. Bandwidth and memory needs are managed by our technical team to ensure an optimum user experience.
What do I do with my old server and equipment?
We can advise you on the best action for this. We can either decommission servers (reducing electricity spend onsite) or you can use then to run local applications until retired or no longer needed.