Your IT support company is an extension of your company or organization. You need to be able to trust your IT company with your systems, data, personal information and your company’s very livelihood. If you’re wrestling with trusting your IT company or consultant, we always recommend that you continue your search until you find an organization or individual that you feel comfortable with (that includes working with Midwest PROTECH!) We take our responsibility very seriously and realize that our relationship with you and/or your business is what has kept us going since 2007 and we appreciate your trust in us!
Our technicians are all vetted, background-checked and have all signed non-disclosure agreements. We are liability insured to cover all service calls whether on-site, remotely or in our shop. All our technicians and administrators adhere to the same level of integrity, honesty and value that has served as the cornerstone of our business since the very beginning.
How do we protect your data?
All our internal systems are protected with a minimum of 2-factor authentication. That means that an authorized technician with Midwest PROTECH must confirm that a new remote session has been established from any new workstation via a 2-factor code that will have been generated from their personal mobile phone. This allows us to confidently confirm that any remote session to any of our clients’ systems has been established by a verified technician’s log-in.
We utilize Splashtop Business to establish our remote support connections to our clients’ systems. All remote connections are encrypted with 256-bit AES encryption from the initial connection to the disconnection so all information is safely transmitted between our clients’ systems and our technician’s workstation or device. Furthermore, we can guarantee that no other organization can use our remote access software agents since our remote support system is closed to only authorized Midwest PROTECH representatives.
Any stored data that we keep on file for our clients is stored in systems that are 2-factor protected just like our remote support solution. We use technologies from Microsoft, Zoho and Google to ensure our clients’ information is safely stored, accessed and backed-up regularly.
The bottom line is that the livelihood of our clients’ businesses and organizations is our business. We pride ourselves by the fact that in all the years we’ve been in business, we have never had a data breach and have never lost data any of our data or data that we’ve been backing up for our clients.
What should you expect from our technicians?
All service tickets generated by our technicians are flagged with their log-in details and service date/time so there is never any confusion as to who provided any services that have been provided. This level of detail if for your records and for accountability within our organization.
Our billable services are generally approved beforehand in most cases by our clients. The specific relationship we have with our individual clients will determine how much service is provided with or without preapproval. We normally inform our clients in advance (without exception) when there will be a potential service interruption, possible data loss, or any other potential issue that might affect their business. We always try to perform these types of services after-hours whenever possible.
There are service that are performed without preauthorization or approval and these are highlighted below:
- Urgent security patches to servers, primary workstations or network hardware (firewalls, access points, etc).
- Major hardware or software issues reported by our Kaseya remote monitoring solution (for clients on our Kaseya system).
- Backup failure and response to address such failure reported by our monitoring systems or our clients.
- Ransomware infections, virus/malware infections and other issues related to data security that need to be addressed immediately.
- Hosted service outages with email systems, anti-virus protection, backup systems, etc. We do our best to ensure that you’re data is safe.
- Any severe issues reported by any employee of our clients’ organization that requires immediate attention.
In order to provide the highest levels of service, we need to have applicable administrative credentials on file for all key systems that are being monitored, maintained and serviced by Midwest PROTECH. These administrative credentials are required in order to run backup systems, monitoring service and anti-virus protection services. Individual employee log-ins are typically the responsibility of our clients to maintain. In specific cases we can maintain records of individual employee log-ins as well depending on HIPAA and PCI requirements.
Only authorized Midwest PROTECH technicians will have access to stored credential details.
What types of businesses do we support?
Midwest PROTECH has been working with HIPAA-regulated medical practices, PCI-compliant accounting and financial firms as well as contractors, electricians, food distribution companies and many other types of businesses for years. We are highly rated with the Better Business Bureau, Trust Blue Review, Angie’s List, Google, Yelp, and others.
Please call and talk with a business support rep if you have any concerned or questions. Our long-term relationship with our clients is our utmost priority and we look forward to working with you for years to come!
