FAQs
Proactive IT Users
Premium User (formerly Standard)
- M365 Premium (Click here for plan details and comparisons)
- Security Policy Setup and Auditing
- MSP Magin and InTune for policy management
- MFA enforcement
- Azure Active Directory
- Microsoft Login on Secured PC’s
- OneDrive and Sharepoint
- MDM – Mobile Device Management
- Email Security – Proofpoint Essentials Advanced (Click here to view the datasheet)
- M365 Backup by Cove (Datasheet)
Basic User (formerly Lite)
- M365 Basic
- Web Access Only – For security reasons, desktop and mobile apps will be blocked.
- M365 Backup by Cove (Datasheet)
- Email Security – Proofpoint Essentials Advanced (Click here to view the datasheet)
Email User (coming soon..)
- Microsoft Exchange Online (Plan 1)
- M365 Backup by Cove (Datasheet)
- Email Security – Proofpoint Essentials Advanced (Click here to view the datasheet)
Group and Service Email Accounts
- Complimentary outbound-only email – Shared inboxes, and distribution groups.
- Examples
- A unique email address for scan-to-email purposes
- Sales@yourdomain.com address that forward incoming emails to various internal accounts, has its own shared inbox, and/or allows users to send as that address
Backup
Full-System Backup*
- Ideal for all servers and workstations running or hosting database files or custom software
- Bare-metal backup allows the fastest possible restoration
- 3-2-1 design for backing up locally and to the cloud
- Backup is encrypted and protected by multi-factor authentication (MFA)
- Monthly Simulated Mock Backup & Disaster Recovery Test ensures you can trust your backups
- Servers
- Included
- 500GB Included
- Workstation Backup
- Add-on purchase
- 100GB Included
*Included with the Server Package and is available as an add-on for Workstations.
White-Glove Onboarding
System Design
- Our team will work with you to set up Ally Voice to leverage its capabilities that best suits your needs
- We provide an easy-to-understand visual call flow diagram
- Configuration, Staging, and Testing of all Hardware
On-Site Installation
- Connect all new phones, headsets, and other hardware
- Train each user on basic use of the system
- Online portal setup for all users
- Follow up – We check in after installation at 1 and 4 weeks to answer questions, make changes, and resolve issues.
Remote Installations
- The client will connect phones using a self-install guide
- Virtually train each user on basic use of the system
- Online portal setup for all users
- Follow up – We check in after installation at 1 and 4 weeks to answer questions, make changes, and resolve issues.
Seamless Transition
- Work with you to obtain all existing invoices and contracts
- Review of all existing services and contracts
- Ensure all unnecessary services are removed and remaining services are provided at the best possible prices
- Verify provider termination process
- Provide options that will allow you to avoid early termination penalties
- Confirm accuracy of all renewal contracts and termination forms
- Review accuracy of final or updated invoices and provide guidance for you to address inaccuracies
Workstations and Servers
Security
- EDR – Sentinel One Endpoint Detection & Response
- N-Sight managed, comparable to S1 Complete
- Ranked #1 in the 2022 MITRE Engenuity ATT&CK Evaluation – Click here for details
- Defends against five common threats that normal anti-virus cannot stop – Click here for details
- Sentinel One vs Microsoft Defender – Click here for details
Remote Monitoring & Management
- RMM – Remote Monitoring & Management
- Patch & Update Management
- Operating System – Windows / MAC
- Third-Party Software – Click here for the full list
- Windows Home will limit functionality. Upgrading to Pro is strongly recommended
- Hardware & Network Monitoring
- Remote Access for Support Staff
- Monitor key network assets
- Patch & Update Management
Advanced Workstation
- Web Filter
- Great for laptops and remote workers
- Protection from unsafe websites
- Document Backup w/ Unlimited Cloud Storage
- Great when not using OneDrive
- Document Discovery – Automatically finds business documents, spreadsheets, presentations, and word processing files wherever they are stored on a local hard drive
- Unlimited Cloud Storage
- Backs up twice per day
- 28-day retention period
- End-user self-service
- Protected document types include Microsoft Office (Word, Excel, PowerPoint) files, OpenDocument and other open source file types, OneNote, .PST, PDF, Apple Keynote, Numbers and Pages files, StarOffice, TXT, CSV, several types of database files, Visio, and QuickBooks QBB files. A complete list of supported file types is found here.
Full-System Backup
Included with the Server Package and is available as an add-on for Workstations.
- Ideal for all servers and workstations running or hosting database files or custom software
- Bare-metal backup allows the fastest possible restoration
- 3-2-1 design for backing up locally and to the cloud
- Backup is encrypted and protected by MFA, multi-factor authentication
- Monthly Simulated Mock Backup & Disaster Recovery Test ensures you can trust your backups
- Servers
- Included
- 500GB Included
- Workstation Backup
- Add-on purchase
- 100GB Included
Site Support
Platforms included – WatchGuard Cloud, EnGenius Cloud, EnGenius EzMaster, Netgear Insight Pro, NoIP (DDNS)
-
- WatchGuard – Click Here for More Info
- WiFi Support – Click Here for More Info
- ISP Support – Click Here for More Info
WatchGuard Flex Pay subscription model allows you to choose a firewall that meets your needs today without the risks that come with the traditional appliance and license model.
-
- No hardware to purchase
- No license renewals are required
- Automatic updates
- New features are rolled out automatically
- No wasted investment to upgrade and cancel
- Your configuration can easily be transferred to a new model
- All of our Fireboxes are managed by WatchGuard Cloud and include online logs, online backups, automatic updates, email alerts, monitoring, and much more
EnGenius and Ubiquiti WiFi will be managed by a cloud controller hosted on AWS
Netgear switches with be managed by InSight Pro for compatible switches. All Netgear switches have a limited lifetime warranty with next-business-day replacement.
Residential Services
No, but we’re happy to refer you to a trusted vendor or partner whenever possible.
Business Hours
Monday thru Thursday, 8AM to 5PM CST
Friday, 8AM to NOON CST
Remote support for Ally Internet and Phone services is available 24/7
Holidays
- New Year’s Day
- Martin Luther King, Jr. Day
- Memorial Day
- Independence Day
- Labor Day
- Veterans Day
- Thanksgiving Day
- Day after Thanksgiving
- Christmas Eve Day
- Christmas Day
- News Year Eve Day
Non-profits
501(c)(3) Discounts
- FREE Phone System Installation (does not include cabling or IT work)
- 25% hourly IT support discount
- 50% monthly discount for Ally Voice phone services
- 50% monthly discount for Managed IT services
- 10%-50% discount on hardware
HIPAA Compliance
Every HIPAA certification is different because there are no government guidelines to say what exactly a certification must include.
We provide a BAA that covers our hosted PBX and IT services.
We also provide guidance to ensure that you use the phone system in a way that does not violate HIPAA.
For example, you cannot use FAX over email unless you have a fully encrypted email solution.
HIPAA-covered entities also should not send voicemail to email.
WiFi Support
What is included?
- Remote technical support from the Ally Helpdesk Team
- Access Points that are offline will generate a support ticket the following business day
- Firmware updates – Updates are tested and then rolled out to all devices
- Client admin access is made available through allywifi.com
- Advanced monitoring and troubleshooting features are available through the online controller
What is NOT included:
-
On-Site support
-
After-hours support
- Configuration changes
- Troubleshooting beyond basic power and connectivity is considered billable time OR the responsibility of the client and/or their IT vendor
ISP Support
What is included?
- Automated monitoring of your connection every 60 seconds, 24/7/365.
- A support ticket is created once a service is down for ten minutes.
- A support ticket can be opened at the client’s request for packet loss above 1%.
- Statistics are stored for at least 30 days, which helps when we need to prove there is an intermittent
issue or a repeat issue. - Clients may request a custom status page to view monitor statistics and subscribe to email alerts.
- Our team proactively engages outages during our Business Hours, M-F 8-5.
- We contact your on-site contact to verify the status of the modem or gateway.
- We then contact the provider to open a support ticket, and if necessary, schedule a service call.
- We continue to work with the provider’s technical support team, the provider’s on-site technicians, and your on-site contact until the connection is fully operational.
What is NOT included:
- After-hours Support
- On-site support
- Troubleshooting when the ISP Gateway is reporting to be online*
- *We will not charge to rectify issues with DNS, routing, jitter, or packet loss above 1% with the ISP, but the time to diagnose and rule out client hardware and networks is considered billable time. We will request permission before performing billable work.
- Moves, adds, changes, disconnects
- Our project team will handle these and determine whether or not it is billable time.
Response Times & Emergency Upgrades
Business Hours Support
- $100 fee upgrades best-effort tickets and all tickets below P1 Critical
- Fee is waived for the following types of services if the issue is classified as P1 Critical
- Managed IT (remote only)
- Ally Voice
- Ally Internet
-
Response Time
-
Remote Support – 15 minute to 1 hour response
-
On-Site Support – 1 day / 8 business hour response
-
-
Rate is $200/hr
-
Exception for Ally Voice & Internet. Tier 1 remote support is included 24/7.
Priority & Guaranteed Response
| Priority | Guaranteed Response | Example |
| Critical | 15 Minutes | An entire location is offline or unable to work |
| High | 1 Hour | Department is offline or unable to work |
| Medium | 2 Hours | A single PC or User is offline or unable to work |
| Low | 4 Hours | Degraded service (Slow Internet, WiFi, poor call quality |
| No SLA | None / Best-Effort | New User, Software, Hardware or Maintenance |
Ally Communications, LLC reserves the right to adjust pricing/rates and terms without advance notice,
as part of its current pricing schedule.
Rates, Fees and Minimums
Labor Rates
- $120/hour – Standard Rate
- $160/hour – Advanced Rate – Servers, Advanced Networking, and M365 Management
- $200/hour – vCIO and Consulting
- $200/hour – After-Hours & Holidays
- Unlimited support is included for a flat monthly fee with Managed IT Services*
- Business Hours Emergency Upgrade – $100 charge. Click here for more info
Labor Discounts
- 25% labor discount for:
- Managed IT Clients
- 501(c)(3) Non-Profits
- 10% labor discount for:
- Network and Workstation Support Bundle clients
- Pre-Paid Credit Packages – $1,000 minimum (no expiration)
Dispatch & Mileage
Local travel is charged a flat fee. We consider Lauderdale and Colbert Counties to be local. Non-Local travel is charged by the mileage from our office to the job site and then back to our office.
- Local Dispatch Fee
- Standard – $50
- After-Hours & Holidays – $200
- Non-Local
- Standard – $1.5/mile
- After-Hours & Holidays – $3/mile
Billing Minimums
- Minimum Billing
- Remote Support: (30) Thirty-minute minimum per support ticket or job
- Local On-site Service: (1) One-hour minimum
- Non-Local On-site Service: (2) Two-hour minimum
- Rounding
- We round time up to the nearest (15) fifteen minutes
*Some restrictions apply so that we can provide affordable and responsive support – See the managed services agreement for an inclusion list.
New User or Workstation
New User Setup & Training
- Deployment
- Microsoft 365
- Office Apps
- Teams
- OneDrive
- SharePoint
- Keeper Password Manager
- Import passwords from tools or browsers
- Add to Edge Chromium web browser
- Add to mobile device(s)
- Email Protection –
- IronScales reporting
- Proofpoint portal
- HelpDesk Button
- Ally Voice (if applicable)
- Microsoft 365
- Training
- Client Manual
- Keeper Password manager
- Email security
- OneDrive
- How we secure mobile devices
- How to get help
- Ally Voice (if applicable)
New Workstation / Onboarding an Existing PC
- Software to be installed and updated
- Sentinel One Endpoint Detection and Response
- Remote Monitoring and Management
- Web Filter
- Unlimited Document Backup
- Keeper extension for Edge web browser
- HelpDesk Button
- IronScales Outlook Plugin
- Basic productivity software – Chrome, Firefox, Adobe Reader, Microsoft Office
- Custom software as requested
- On-Site Setup (optional)
- Connect to monitors, printers, scanners, and peripherals
- Connect to the network and log the user into Domain
- As needed, transfer data from the previous PC
Payment & Invoice Questions
This guide is to help answer some common questions regarding payments, invoices, and discounts. Click on the question to view the answer or scroll through this and other pages on our website.
What are the available Payment Options?
How do I set up auto-payments?
Why do my invoices look different?
Where’s my discount?
What are my options for Multi-Site billing?
When are late fees applied?
That said we would love to spend one on one time to resolve any issues or questions.
During business hours: You can call our billing department at (256) 740-3979 or chat online at allyadvantage.com.
Anytime: You can open a ticket anytime by emailing helpdesk@allyadvantage.com & we will be in touch as soon as possible during business hours OR you can schedule a 15 min review during business hours HERE.
What are the available Payment Options?
At Ally Communications, we strive to make your customer experience as pleasant and simple as possible. You can easily pay your invoices through our Ally Communications billing portal at https://allyadvantage.connectboosterportal.com/ or set up auto payments. We also have several convenient payment options available for our customers.
If you choose to pay via ACH, you may:
- opt to automatically pay all invoices (monthly recurring and non-recurring),
- automatically pay monthly recurring invoices ONLY, or
- set an automatic payment amount limit for non-recurring invoices.
If you choose to pay via credit card, you may:
- opt to automatically pay monthly recurring invoices ONLY
All monthly services include a discount of $10 for e-statements and automatic payments. Clients that do not set up automatic payments or opt-out of e-statements will be billed a $10 fee.
PLEASE NOTE: At this time, only ACH payment allows for automatic payment of all invoices. Payments for non-recurring invoices made via credit card and manual (non-automatic) payment of recurring invoices via credit card will incur a 3% processing fee.
Want to use two different payment methods? No problem! We have the ability to set recurring monthly invoices to automatically draft via credit card and non-recurring invoices to automatically draft via ACH payment. That way, all invoices will be automatically drafted, and you’ll avoid any processing fees or manual payment fees.
We’re always glad to help, so please feel free to call our billing department at (256) 740-3979 for any questions you may have, or you can open a ticket by emailing helpdesk@allyadvantage.com.
How do I set up auto-payments?
We would love to have a 15 minute screen share with Ally to assist in setting up Automatic Payments and reviewing the Billing Portal for the first time, you can schedule that HERE.
If you would prefer to set up auto-payments on your own, you can access Ally’s billing portal HERE. Instructions for the portal are available HERE, page 8 is about AutoPay.
Why do my invoices look different?
We have two types of invoices, but you can view all and pay for all invoices via our portal at https://allyadvantage.connectboosterportal.com/.
1) MRC – Monthly Recurring Invoices. These invoices will begin with “MRC”. They are for monthly, or annual, services.
- Invoices are broken out by site/location.
- Inside each site/location, we subtotal your bill by category.
- Categories are Voice & Fax Services, Internet Services, and Managed & Proactive Services.
- Usage totals by telephone number are also included, if you need additional details on Voice statistics you can visit https://pbx.allyadvantage.com/portal/.
- For Fax or Cellular usage details or questions, please open a ticket by emailing helpdesk@allyadvantage.com.
2) INV – Non-Recurring Invoices
- These invoices are for purchases & remote or onsite support tickets, and they begin with “INV”. They are billed per site location, but that still ties into your main account to view all billing via a single login.
Where’s my discount?
Our new invoices do not show discounts; it only shows the final pricing. You may refer to your quote on service items to confirm your discount.
Hourly labor discounts are applied the same way – you only see the final pricing, but you can visit https://allyadvantage.com/faq-items/rates/ to view our rates and discounts.
If you have any questions on your pricing or discounts, please call our billing department at (256) 740-3979 or chat online at allyadvantage.com during business hours, you can also open a ticket anytime by emailing helpdesk@allyadvantage.com.
What are my options for Multi-Site billing?
We can set up your multi-site billing to invoicing separately or as a single invoice, your preference. If you want to auto-pay with different payment accounts, we must set up the billing separately. However, the wonderful thing is no matter which way you need the billing set up, you can access all your billing and payments with a single login.
When are late fees applied?
If payment is not received within fourteen (14) days from the due date of the invoice, a late fee will be assessed at 3% of the balance, or the highest rate permitted by law, monthly until the account is brought current.
Managed IT Onboarding Process
- Add you to all of our systems
- Ensure all users are aware of how to get help
- Send welcome email with client manual to all users
- Deployment
- Gather existing IT information
- Begin documenting the network and assets
- Gain control of web domain(s)
- Software package for all workstations and servers
- Secure existing backups and implement
- Prepare email security systems
- Setup / Migrate Email
- Complete special onboarding projects
- Schedule kickoff meeting
- Go live (3-4 weeks)
- Schedule review of first month
Moving Managed PC to New User
- Join to the local domain and/or Azure AD
- Sync OneDrive
- Setup e-mail user in Outlook
- Add Custom Device Name
- Place physical Asset Tag on PC/Laptop or ship label to client
- Apply Latest Windows Updates and Patches
- Apply Latest Firmware
- Apply Latest Drivers
- Remote Bloatware (Candy Crush, Minecraft, etc.)
Return and Refund Policy
If you have a return or refund request, contact us via live chat, call 1-833-740-3900, or open a support ticket at https://www.allyadvantage.com/ticket.
For full details on our Returns and Refund Policy, see Section 16. RETURNS AND CLAIMS FOR GOODS AND SERVICES in our General Terms & Conditions, available for download at https://allyadvantage.com/downloads/.