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FAQs

IT Support FAQs

Technology is complicated. Working with your IT team shouldn’t be.
You have questions about how to keep your business technology running smoothly. We have the answers in plain English.
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RMTT ADVANTAGE

Our IT Support Model

We are not a faceless corporation or a national call center. We are your local IT company who actually answer the phone and go onsite when needed. The RMTT Advantage is built on the human side of tech. Our technicians have an average tenure of over 10 years at RMTT and comprehensive technical experience. This means you get decades of technical expertise combined with a partner who is interested in knowing your staff, your office, and your history.

Most IT companies wait for something to break before they fix it. We believe that is backwards. We use our RMTT Proactive Protection Suite to monitor your systems 24/7. We handle automated patching, health monitoring, and background maintenance to solve problems before they ever disrupt your workday.

Yes. We specialize in the tools that run your business. For our dental practice clients, we are experts in practice management (Dentrix, Ascend, Eaglesoft, Fuse, Open Dental, Curve, Dolphin, Ortho2, Wave, Endovision, TDO and more) and imaging (Dexis, DTX Studio, Romexis, Sidexis, Dolphin Imaging and more) integration. For our charter school partners, we manage everything from Chromebook fleets to partnering with your E-Rate compliance team and Google Workspace for Education.

Pricing and Support Options

We keep it simple with three ways to work with us:

  1. Flat-Fee Managed Services: A fixed monthly rate for total peace of mind.
  2. Prepaid Blocks of Time: Discounted hours that never expire—perfect for growing businesses.

On-Demand Support: For businesses that just need a hand every once in a while at our standard rate of $180/hour.

Think of this as your “All-In” partnership. It includes unlimited remote help, scheduled onsite visits, 24/7 monitoring, and integrated security. It’s designed to provide consistent, best-in-class service that fits your budget without “surprise” invoices.

FeatureFlat-Fee Managed ServicesPrepaid Blocks of TimeOn-Demand Support
Cost StructurePredictable monthly rateDiscounted bulk hours$180 per hour
Remote SupportUnlimited includedDeducted from blockBillable by the hour
Onsite VisitsRegularly scheduledDeducted from blockBillable by the hour
24/7 MonitoringIncludedAvailable as add-onNot included
Security SuiteFull “Defense in Depth”Basic includedNot included
Best ForTotal peace of mindGrowing businessesOccasional help

Security and Compliance

We use a “Defense in Depth” strategy. This is not just a basic antivirus. It is a sophisticated multi-layer of protection including Managed Endpoint Detection and Response. We partner with Huntress to provide a 24/7 Security Operations Center that hunts for threats around the clock.

Yes. We understand the high stakes for medical and dental practices. We implement the technical safeguards required by HIPAA. This includes data encryption at rest and in transit, strict access auditing, and secure email gateways to protect patient information.

In plain English, DMARC is like a digital ID card for your business email. It prevents hackers from spoofing your domain to send fake emails. This ensures your messages actually land in your clients’ inboxes and stay out of the spam folder. It encompasses other terms you may have heard like DKIM and SPF.

Response Times and Reliability

When tech is down, work stops. When you call us during business hours, you talk to our Live Dispatch Team. A real person will ensure your issue is routed to the right expert as quickly as possible. If you leave a message, we have a 2-hour response goal for all emails and voicemails and typically respond well before then!
We are local to the Colorado Front Range. With service hubs in Denver, Boulder, and Fort Collins, we can be onsite quickly when remote support is not enough. We believe in being a dependable partner you can see in person.
An iDRAC card gives us secure, out-of-band access to your Dell server—even if the operating system is down or the server won’t boot. This lets us remotely power it on or off, view the console as if we were standing in front of it, and diagnose hardware issues without waiting for onsite access. The result is faster troubleshooting, less downtime, and fewer emergency visits.

Cloud Services and Data Protection

We are experts in the ecosystems you already use. We are Microsoft 365 and Google Workspace Partner Administrators and can provide License billing for those platforms. Whether you are moving a server to the cloud or just need to sync your files securely, we handle the heavy lifting.

We ensure you are prepared for the worst with Automated Data Protection. We keep encrypted, off-site cloud backups of your critical data. Most importantly, we perform routine test restores during our Routine Maintenance Visits (RMVs) to verify that we can get you back up and running fast if a disaster happens.

Definitely. Beyond daily support, our IT Project team handles office relocations, structured cabling, new office roll outs, server and/or cloud migrations, as well as Wi-Fi site surveys. If you have an IT project, we have the experts to help!