Frequently Asked Questions

Do we need to replace or upgrade our Windows 7 and Server 2008 computers by the end of 2019?   

Yes, you must either upgrade or replace your computers that are running Windows 7 or Server 2008 R2 and previous OS versions.  End of Life support provided by Microsoft on these operating systems is January 14, 2020.  This means that Microsoft will stop providing all security updates to these operating systems.  All HIPAA and PCI clients are required by law to have the computers running Windows 10 by January 14, 2020.

How do you fix issues remotely?

We are able to assign technicians to your business within our software. Our software is capable of allowing these technicians to log into your office computers and fix the issues within minutes. They will call the office and work with you to resolve your issues. Any and all connections to your computers are fully logged and reported on for accountability and can be requested at any time.    

How many computers are included with the plans?

All plans includes 5 computers, 1 server, 1 Firewall, and 1 Hipaa compliant secure email address.  Additional pricing information is listed in our pricing plans.

How do you determine if onsite support is required? 

If the issue cannot be fixed remotely, your account representative will be informed of the issue.  They will contact your practice to further resolve all issues.    

How does AIOT manage their clients?

Our processes and procedures are standardized and only changed to fit specific needs of our clients. Our information gathering specialty allows us to collect all the small details and act on them proactively during onboarding. Afterwards, our high-level onboarding technicians sit down with our dedicated Network Operation Center that handles all our support calls. They are trained and given the documentation needed to properly support, handle and route tickets. We have a dedicated group of technicians that are assigned to your practice.

Is a dedicated IT specialist assigned to my office?    

Yes, all plans receive a dedicated support technician that becomes familiarized with your environment and will handle your specific IT issues. Other technicians are available if you need immediate assistance and your dedicated technician is the first to be alerted.    

How are ongoing issues handled?

The most important aspect of our support is tracking issues and ensuring they are assigned to the correct technician or department. It starts when you sign up and receive our welcome email that includes every possible way to contact us or start a ticket. For issues that our help desk cannot fix, you will be assigned to a senior technician that will assist you to fully resolve all issues.

Do you assist with sending an onsite technician?

Yes, we find and partner with local IT companies to put boots on the ground. We ensure they are also HIPAA Compliant and will initiate contact between the client and local IT companies. Any and all partners are required by us to sign a BAA to ensure safety and security.    

What is the response time?

After a support incident is opened in our ticketing system, you will receive a response ASAP. The SLA in your agreement states the longest wait time depending on the priority of the issue. 

What are your hours?

We operate between 8am - 5pm, Monday through Friday.

What does the Remote Management and Monitoring Tool (RMM) do?

The RMM software actively monitors and alerts us when there are issues.  The RMM is an automation tool that we use to control your computing and network environment. This tool automates a lot of the work a normal IT technician would perform monthly on the computers.  This tool provides complete control over the Web Filter, Antivirus, Windows Updates, Application Updates, Backups, Remote Access, and Network Monitoring.  This tool includes a support icon that can be used to open a support incident in our management portal. It is a Combination of security tools that protects you and allows us full control of your computing system.    

How do your services help to assist with HIPAA compliance?

The RMM tool is composed of a combination of security and monitoring  applications that proactively monitors, protects, and alerts our technicians of potential issues from a  single pane of glass.  The RMM controls all aspects of the computing environment.  This tool assists in compliance with the IHS Hipaa Security Checklist rule 164.308(a)(6)(ii) Do you have procedures to identify and respond to suspected or know security incidents; mitigate to the extent practicable, harmful effects of known security incidents; and document incidents and their outcomes? (R)    

How does the RMM work?

The RMM is controlled remotely from our management portal.  All settings are controlled from a single pane of glass using our cloud-based dashboard. There is a small agent that is installed on each computer that interacts with our remote servers.    

Do we need to have all computers in the network monitored?

Yes, you must monitor all devices on your HIPAA compliant network. Any unmonitored devices immediately introduces a security risk that can’t be identified upon a breach. This would be considered willful neglect and a fineable offense by an audit team.    

Why do Medical / Dental practices need the RMM?

All medical offices deal with confidential patient information that must be protected under HIPAA HITECH and Omnibus rule Guidelines. The RMM is a handy, efficient and valuable tool that allows us to assist clients to meet this compliance. The RMM tool has functionality and value that can replace the need for constant onsite IT support.

How many days of data retention do the backups store?

Data is held by default for 28 days. This can only be changed in the Advanced version of our backup software. The Advanced version of our software is used for all server backups to grant full control, best security and highest reliability in case of a Disaster situation.

What are the encryption and security policies for offsite backups?

All Backups are encrypted from end-to-end with AES-128 Encryption. A digital security key is created to verify authorization and will not be accessible if they key is not provided. This key is stored within the RMM software and only used when accessing the data from backup.    

Does AIOT perform a security assessment of my practice?

Our HIPAA Plan covers all aspects of HIPAA compliance.  Yes a risk assessment is included and is only a small piece of the entire puzzle that will be completed for you.    

If my practice is audited for HIPAA or PCI compliance, do you assist in the audit in regards to HITECH security questions?

Yes, our Hipaa Security Specialist will provide all required information and assist with the audit team.

Does AIOT provide HIPAA Policies and Procedures?

Yes, we provide a basic template approximately (300 Pages) of policies and procedures that are tailored for  Medical / Dental Offices.  They are fully modifiable and must be tailored by your Practice.  90% of the work is already complete. Failure to review and fill out these policies and procedures will completely nullify any effort towards HIPAA Compliance.    

What hardware firewall do you provide?

We provide a SimpleWAN Firewall for your practice.These firewalls are fully customizable, provide top-notch managed security, can manage your wifi network, and are upgradable to dual WAN failover with a cellular data plan.    

If I need a new server setup, will AIOT setup the new server for my practice?

Yes we will setup a new / replacement server.  We sell pre-configured servers that are sized for your office environment. Down Payments on all hardware and sales are required before we can move forward.    

Will AIOT remotely configure new devices such as a new server, workstation, printer, scanner, x-ray sensor, intraoral camera, etc.?

Yes we configure all components of the network and computing system remotely. We sell pre-configured computers and all accessories you will need.

If I switch Practice Management Software, does AIOT assist in the transition?

Yes, we will work with your new provider to migrate the information to the practice management software and assist in the workstation setup. 

Do you maintain our Wifi?

Yes, our firewall is capable of controlling all aspects of the WiFi devices we support. Ubiquiti UniFi are the only Wi-Fi devices we support..

My phone / internet bill seems high, do you assist with this?

Yes, we work with Internet brokers that will examine your current bills and shop around for the best deals for you based on your Internet / Phone requirements.           

I’m looking for a VoIP solution, does AIOT assist with this?

Yes, we have partnered with Jive communications to provide the best worldwide VoIP solutions available.

Do you sign a BAA with us?

Yes, it is attached to you in our welcome email, already signed by us. If you have a different BAA template you want to use, please send it in and we will sign it.    

Can you explain what Office 365 Business Premium is?

Office 365 Business Premium includes Word, Excel, Outlook, OneDrive, and others.  It is the basis of your Secure Email, Email Archiving, and office HIPAA compliant solution.

Do you sign a BAA with your providers?

Any and all third-parties that we work with are required to sign a BAA with us before we use their services.

What is your HIPAA compliant secure email solution?

AppRiver CipherPost Pro is the Email Encryption service we offer.

○             Secure, fast and easy to use

○             Protects confidential information and helps ensure regulatory compliance

○             Provides delivery slip and registered mail options

○             Features centralized management

○             Enables large file attachment encryption and delivery

○             One-click encryption

○             Includes Outlook plug-in, Windows and Mac desktop agents, browser plug-ins

○             Full-featured functionality for mobile devices including iPhones, iPads, BlackBerry, Windows Phone, Android and more

○             Compatible with Office 365

○             Includes Phenomenal Care® from our US-based team, 24 hours a day, every day

Do you provide any basic business hipaa or baa templates?

Yes we provide a basic templates with both the Silver and Gold plans. 

How does your ticketing system work?  

When tickets are created, any users assigned to the ticket are immediately notified. We can set due dates and priorities for every incident. Any tickets not resolved by end of day are taken note of and given priority for the next day. We have an escalation process that is based on the outstanding time as well as the priority. This means that your issues will be taken seriously and provided the proper care regardless of how critical it is classified. Nothing should be “stuck in the gears” due to non-escalation. Resolution of problems in a timely manner is required for us to claim quality service.

Do you recommend specific scanners?  

Yes, Epson scanners offer the best priced most reliable scanners that work with you practice management software.  

Do you recommend specific printers?

Yes, we recommend Xerox MFP’s for your office.  They offer HIPAA Compliant scanning from the scan interface. We also follow the recommendation of your practice management software 

How does your ticketing system work?  

When tickets are created, any users assigned to the ticket are immediately notified. We can set due dates and priorities for every incident. Any tickets not resolved by end of day are taken note of and given priority for the next day. We have an escalation process that is based on the outstanding time as well as the priority. This means that your issues will be taken seriously and provided the proper care regardless of how critical it is classified. Nothing should be “stuck in the gears” due to non-escalation. Resolution of problems in a timely manner is required for us to claim quality service.

Do you support 3rd party china-based intraoral cameras.

Yes, if they work!

Are there cancellation costs?

No, we require a 30 day written notice to cancel accounts and billing.

How often are backups performed?

Backups are scheduled after normal business hours nightly. The RMM verifies backup status daily.

How do I escalate my IT support case if my technician is not resolving my issues?

 You will be assigned a dedicated account manager that you can call and talk to directly.  This person is not a technical representative, he / she is your dedicated person to discuss all account related questions or concerns with.    

Please contact us today to see how our team of qualified engineers can assist you!

We are fully licensed and insured!