FREQUENTLY ASKED QUESTIONS

Q: What are IT best security practices?

Network security, Email security, Security patches and updates, QBR/Cyber Insurance, Education/Testing, Backup and DR

How is ICC different from other IT companies?

We take care of the details. We answer the phones and work on your timeline, not ours.

What is your response time?

We always strive to exceed expectations by working to provide an immediate response on most issues. We do NOT have an automated attendant as a first line of response. A live person will answer the phone during working hours and can either get a ticket started or get you routed to a technician who can help. Emergencies will be responded to right away, whether onsite or remotely. For non-emergency situations, we usually respond within a couple of hours. We have an after-hours emergency number where you can leave a message and a technician will be contacted.

What is your approach to new technology?

We look objectively at new technology solutions for their potential benefits to our customers. We approach these solutions with caution to make sure they have a proven track record and will provide real value rather than just implement a solution that is the latest and greatest.

How do I switch IT providers?

Anytime you are moving from one IT company to another, the transition process is critical. Your new IT company should be able to explain their philosophy and should have a defined onboarding process that they are happy to share with you. We understand there are a lot of moving pieces in the transition. Our goal is to minimize disruption to your business.

How many technicians are on staff?

While the number can vary, we maintain excess capacity. Our technicians have varying experiences and skills. We look for team members who can multitask, troubleshoot, think quickly and critically, and listen to you.

What if I don’t get along with a technician?

We understand personalities sometimes clash. Our customer experience team will work with you to address your concerns.

Will you help us with our vendors?

Any IT company should be taking the lead in working with vendors so there isn’t finger pointing. We do this regularly for our customers.

What are IT best security practices?

Network security
Email security
Security patches and updates
QBR/Cyber Insurance
Education/Testing
Backup and DR

Price vs. Value?

We understand that price is a critical component in any business partnership and most customers are looking for good value. With that being said, ICC provides quality work at a competitive price.

Should I pay hourly, or have a support contract?

The majority of our customers find that a contract makes sense since it aligns business goals. The better your IT systems work for you, the better it is for both parties. We find it makes sense to pay hourly when a business is in a transitional period i.e. merging or downsizing, project-based work, backup for an existing internal resource or to test our capability.

What is typically included in IT support contracts?

They include all six areas of our cybersecurity model. Please ask us to provide you with a list of what’s available. Our contracts are typically 3-year terms so you can rest assured we are committed to serving you.

How much should IT support cost?

At a minimum, the cost should cover all areas of a cybersecurity model. Having a professional in today’s changing world is more important than ever. The old saying goes, “If you think a professional is expensive, wait until you hire an amateur.”

Managed IT Services FAQs

FREQUENTLY ASKED QUESTIONS

What are managed IT services?

Managed IT services provide ongoing support, monitoring, maintenance, and cybersecurity management for a business's technology environment. Rather than waiting for problems to occur, managed services focus on proactively identifying and addressing issues before they impact operations.

This approach helps businesses improve reliability, reduce downtime, strengthen security, and gain access to ongoing technology expertise through a predictable monthly service model.

How much do managed IT services cost?

The cost of managed IT services varies depending on factors such as the size of your business, number of users and devices, security requirements, and level of support needed. Every organization has different technology needs, which is why service plans are typically customized rather than one-size-fits-all.

ICC works with businesses to develop support plans that align with operational requirements, budget considerations, and long-term technology goals.

Do I need managed IT services if I have internal IT staff?

Yes. Many businesses use managed IT services alongside internal IT teams to provide additional expertise, monitoring, cybersecurity support, project assistance, or strategic guidance. Managed services can help reduce workload while providing access to additional tools and resources.

ICC frequently works as an extension of internal IT departments, helping businesses fill gaps in coverage and support specialized technology initiatives.

What's the difference between managed services and break/fix support?

Managed IT services focus on preventing issues through proactive monitoring, maintenance, updates, and ongoing support. Businesses typically pay a predictable monthly fee and benefit from continuous oversight of their technology environment.

Break/fix support is reactive, meaning assistance is only provided after a problem occurs. While this approach may seem less expensive initially, it can lead to unexpected costs, increased downtime, and disruptions to business operations.

What is included in a managed services agreement?

Managed services agreements typically include system monitoring, help desk support, cybersecurity management, software updates, backup monitoring, patch management, and routine maintenance. Many agreements also include strategic planning, vendor coordination, and technology consulting.

ICC tailors managed service plans to meet the specific needs of each business, ensuring support aligns with operational goals and technology requirements.

FREQUENTLY ASKED QUESTIONS

Cybersecurity FAQs

How can small businesses improve cybersecurity?

Small businesses can improve cybersecurity by implementing strong passwords, multi-factor authentication, employee security training, regular software updates, endpoint protection, and reliable backup systems. Establishing clear security policies and monitoring systems can also reduce risk.

Because cyber threats continue to evolve, businesses benefit from taking a proactive approach rather than waiting for security incidents to occur.

What is multi-factor authentication?

Multi-factor authentication (MFA) is a security measure that requires users to verify their identity using more than just a password. This typically involves a second verification method such as a mobile app, text message, authentication code, or biometric verification.

MFA significantly reduces the risk of unauthorized access and is considered one of the most effective cybersecurity protections available today.

How often should cybersecurity training be conducted?

Most businesses should conduct cybersecurity awareness training at least annually, with periodic reminders and updates throughout the year. Regular training helps employees recognize phishing attempts, social engineering attacks, suspicious links, and other common threats.

Because employees are often the first line of defense, ongoing education plays a critical role in reducing cybersecurity risk.

What is ransomware?

Ransomware is a type of malicious software that encrypts files or systems and prevents access until a ransom payment is made. These attacks can disrupt operations, cause data loss, and result in significant financial and reputational damage.

Preventative measures such as backups, employee training, security monitoring, and software updates can help reduce the likelihood and impact of ransomware attacks.

What cybersecurity services does ICC provide?

ICC provides a range of cybersecurity services designed to help businesses protect systems, data, and users from evolving threats. Services may include network security, endpoint protection, security monitoring, patch management, backup oversight, employee security guidance, and cybersecurity assessments.

The goal is to help businesses reduce risk while maintaining secure and reliable operations.

How can businesses prepare for cyber insurance requirements?

Many cyber insurance providers now require businesses to implement security controls such as multi-factor authentication, endpoint protection, backup procedures, employee training, and documented security policies. Requirements can vary depending on the provider and policy.

ICC helps businesses assess their current security posture, identify gaps, and implement improvements that support both cybersecurity goals and insurance requirements.

Cloud Services FAQs

FREQUENTLY ASKED QUESTIONS

What are cloud hosting services?

Cloud hosting services allow businesses to access applications, data, and computing resources through secure internet-based platforms rather than relying entirely on on-premise servers. Examples include cloud storage, hosted email, virtual servers, backups, and collaboration tools.

Cloud solutions can improve accessibility, scalability, disaster recovery, and flexibility for modern businesses.

Is cloud hosting secure?

Yes. Cloud hosting can be highly secure when properly configured and managed. Many cloud environments include advanced security features such as encryption, access controls, redundancy, and continuous monitoring.

Security depends on both the cloud provider and the way systems are implemented and maintained, which is why proper planning and management are important.

Should my business move to the cloud?

The answer depends on your business needs, existing infrastructure, security requirements, and operational goals. Some organizations benefit from fully cloud-based environments, while others are better served by a hybrid approach that combines cloud and on-premise systems.

ICC helps businesses evaluate their options and determine the best cloud strategy based on their specific requirements.

What is a hybrid cloud environment?

A hybrid cloud environment combines on-premise infrastructure with cloud-based services. This approach allows businesses to maintain certain systems locally while leveraging cloud solutions for backups, storage, applications, or remote access.

Hybrid environments often provide a balance between flexibility, security, performance, and cost management.

Does ICC help migrate systems to the cloud?

Yes. ICC assists businesses with cloud migration planning, implementation, and ongoing support. This may include migrating email systems, files, backups, applications, or servers into cloud environments.

The goal is to minimize disruption while ensuring systems remain secure, reliable, and properly configured throughout the transition process.

IT Support FAQs

FREQUENTLY ASKED QUESTIONS

What does an IT support company do?

An IT support company helps businesses manage, maintain, troubleshoot, and improve their technology systems. Services often include technical support, network management, cybersecurity, software updates, hardware support, and strategic technology planning.

The goal is to keep technology running efficiently while reducing downtime and operational disruptions.

How quickly do you respond to support requests?

Response times depend on the nature and urgency of the issue. Business-critical problems are prioritized to help minimize operational impact, while less urgent requests are addressed as quickly as possible.

ICC focuses on responsive service and proactive support to help resolve issues efficiently and reduce technology disruptions.

Do you provide on-site support?

Yes. ICC provides both remote and on-site support throughout Colorado and Wyoming. Many issues can be resolved remotely, allowing for faster response times and reduced downtime.

When hands-on assistance is needed, our team can provide on-site support to address infrastructure, hardware, networking, and other technical challenges.

Can ICC support multiple office locations?

Yes. ICC supports businesses with multiple offices, remote employees, and distributed workforces. Our team helps ensure systems remain connected, secure, and properly managed across locations.

This includes network support, cloud services, cybersecurity, communication systems, and centralized technology management.

Do you work with existing technology vendors?

Yes. ICC regularly works with internet providers, software vendors, hardware manufacturers, and other technology partners. We help coordinate communication, troubleshoot issues, and manage vendor relationships when needed.

This allows businesses to focus on operations while ICC helps manage the technical side of vendor interactions.

Technology Planning FAQs

FREQUENTLY ASKED QUESTIONS

What is a vCIO?

A vCIO, or Virtual Chief Information Officer, is an outsourced technology advisor who helps businesses align IT decisions with long-term business goals. A vCIO provides guidance on budgeting, cybersecurity, infrastructure planning, technology investments, and strategic decision-making.

This allows businesses to access executive-level technology expertise without hiring a full-time CIO.

How often should businesses upgrade hardware?

Hardware replacement timelines vary depending on the equipment, usage, and performance requirements. Workstations and laptops are commonly evaluated for replacement every 3–5 years, while servers and networking equipment may have longer lifecycles.

Regular evaluations help businesses avoid performance issues, security risks, and unexpected equipment failures.

How do I know when it's time to replace servers?

Signs that a server may need replacement include declining performance, hardware failures, increasing maintenance costs, compatibility issues, unsupported operating systems, and difficulty meeting current business demands.

An infrastructure assessment can help determine whether upgrades, replacements, or alternative solutions such as cloud services are the best path forward.

What is included in an IT audit?

An IT audit is a comprehensive review of a business's technology environment, including infrastructure, cybersecurity, hardware, software, backups, network performance, and operational processes. The goal is to identify risks, inefficiencies, and opportunities for improvement.

Businesses gain a clearer understanding of their current environment and receive recommendations for strengthening security, reliability, and performance.

How often should a business perform an IT audit?

Most businesses benefit from conducting an IT audit every one to two years, although organizations with regulatory requirements, cybersecurity concerns, or significant growth may require more frequent reviews.

Regular audits help identify emerging risks, validate security practices, assess infrastructure health, and support long-term technology planning.

IT Support for Businesses in Colorado & Wyoming

ICC provides IT support, cybersecurity services, cloud solutions, and technology consulting for businesses throughout Colorado and Wyoming. Our team supports organizations in Fort Collins, Cheyenne, Laramie, Casper, and surrounding communities through both remote and on-site service.

Whether you're looking for a fully managed IT partner or additional support for your internal team, ICC can help you build a more secure and reliable technology environment.

Why Businesses Choose ICC

More than 25 years serving Colorado and Wyoming
Proactive approach to IT management
Local team with remote and on-site support
Cybersecurity-focused recommendations
Strategic technology planning and guidance
Long-term client relationships

Still Have Questions?

Every business has unique technology challenges, and not every question fits neatly into a FAQ page. If you'd like to discuss your IT environment, cybersecurity concerns, or technology goals, our team is here to help.

IT Support FAQs