Frequently Asked Questions

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General FAQ

Q. What is the best way to contact ServiCorps for support?
A. If you are experiencing a technical emergency, please call the main office number at (800) 608-4693 and a live dispatcher will assist you. If your call is after hours, dial 5 at the main message to reach our on-call service. If your issue is not an emergency, we recommend you send an e-mail to support@servicorps.net or visit the Client Care page on this web site.

Q. What kinds of service plans do you offer and what do they cover?
A. Our most popular and effective plan is our Umbrella plan. This provides for unlimited remote and on-site service as it pertains to your network and ensures that you get a true fixed-fee support cost. We do offer alternative plans based on your IT needs.

Q. I need a service that is not specifically listed on your website. Does that mean you don't provide it?
A. No. We try to cover our full range of services on our web site, however it is difficult to detail each and every type of service we provide. Chances are, if you ask if we can do it the answer is YES, or we will find somebody for you who can.

Q. You are located in Agoura Hills, California, are you able to provide services outside the local area?
A. Absolutely. ServiCorps provides services to clients around the globe. Many of our clients have multiple locations around the country. Our unique business model allows for full management of your systems regardless of your location. Should you need an on-site visit, we have relationships with trusted partners around the world and can dispatch specialists to any location with guaranteed reliability and response times.

Q. Do you guarantee your services?
A. Yes! We are so confident in our services that all of our support plans come with a 90-day no-questions-asked guarantee. We also unconditionally guarantee all our work. If you are ever not satisfied with any work we perform, just let us know and we will work with you to insure your satisfaction, at no additional charge. We also have strict Service Level Agreements that we provide with each agreement.

Q. Will you guarantee that I won't have any technical problems or downtime?
A: No, we cannot guarantee that you will never have any technical problems or downtime; no one can. However, we will guarantee you will see a significant drop in the number of problems you experience and a dramatic improvement in the speed, performance, and reliability of your systems. We also guarantee our response times based on the emergency and if you are on our Umbrella Support plan, you will never see any additional invoices for maintaining your existing infrastructure.

Q. How can I learn more about your services?
A. Please fill out an information request form for details on specific services we offer.

Backup and Disaster Recovery FAQ

Q. What hardware and software is required for this solution?
A. The Total Backup BDR appliance is a Networked Attached Storage (NAS) device. Think of it like another server on your network. It's a complete hardware and software solution in one device. It doesn't even need a keyboard, monitor and mouse. All it needs is power and a network connection.

Q. How often are my backups taken?
A. Backups may be taken as frequently as every 15 minutes or once a day. For maximum benefit, we recommend taking the backups as frequently as feasible. Most of our clients backup every 15 minutes.

Q. How easy is it to restore data from the Total Backup BDR?
A. Restoring data from the Total Backup BDR is as simply as copying files between hard drives. That's one of the main benefits of the Total Backup BDR technology. Unlike tapes, which take time to rewind, inventory and find the file that needs to be restored, finding files to restore from the Total Backup BDR is as easy as finding and copying a file via Windows Explorer.

Q. Where is the off-site backup data stored?
A. The Total Backup BDR sends data to two secure data centers, one located in Maryland and a second located in Arizona. This accomplishes three things;

It gives redundant destinations for the data in the event Internet congestion is slowing data from reaching it's primary data center.
It provides redundancy for the safe off-site storage of your backup data.
It provides time zone advantages in the event you have a disaster. If a disaster strikes at 5 PM Eastern time, the Arizona data center still has several hours to ship a replacement VSA BDR loaded with your data.

Q. Is my data vulnerable at the off-site data center?
A. No. Your backup data is secured and encrypted using a private encryption key that is only known to you and ServiCorps. This means that while your data is stored at the off-site data center, the staff at the data center can only see that your backup files are there. They are not able to see the data within these files. This system meets all federal requirements for data security.

Q. How does the Total Backup BDR take over for my server, if necessary?
A. The Total Backup BDR uses advanced virtualization technologies to allow the backups stored on the device to be mounted into a virtual server that takes the place of the failed server. Simply stated, your users will not know the server is running virtually on the Total Backup BDR as opposed to the original server they have always connected to. That's the real power of the Total Backup BDR.