FAQ’s about Remote Desktop Client & Managed Hosting

I have an ISP for my home office and my remote location has a different ISP and Hostwindow has a 3rd ISP. If there is a connection problem, how do we get this resolved?
At MRK Hostwindow we always are monitoring our network connections and server equipment to ensure connectivity. Should our service cause any interruptions to your computing environment, we will notify you and credit your next billing statement in accordance with the terms of your service level agreement. Should you have problems with your ISP(s), an MRK Hostwindow data center technical representative can help you track down the source of the problem.

If I’m working from home, can I print a report to my home printer or do I have to wait until I get to the office to print?
You can print to your home computer’s printer. Better still, you can also print to the printers at your office while you work from home. This allows telecommuters and on-the-road staff to more effectively collaborate with your in-house staff.

How do you guarantee that we are not going to have any considerable downtime due to technical failures?
There are no iron clad guarantees relating to any technology. It is impossible to create and absolute guarantee against technical failure no matter how you choose to deliver your applications. However, MRK Hostwindow has invested in many more layers of system redundancy than any typical small business can afford. You probably run a much higher risk of catastrophic technical failure by choosing to run a stand-alone, independent server at your own place of business. Should you experience a major failure running your own equipment, you also have to wait for service to get to you. Using MRK Hostwindow, you are getting system redundancy, network redundancy, and full time monitoring.

Who supports my software applications?
MRK Hostwindow manages your application but your reseller or vendor will continue to support your applications. We will be happy to work with your vendor to provide the best support possible. Our data centers are staffed 24 x 365 and your vendors may obtain access to your applications (with your approval) at any time. In addition, you can authorize your vendor to have administrative access to your accounts. Your vendor can then manage your application remotely, saving you and your vendor time and money.

Who is responsible for software updates?
MRK Hostwindow will provide the installation of service packs and updates for many of your applications. If there are applications that are supported by your individual vendor, we will provide physical and remote access so that your vendor can update your applications at our data center or remotely. Service packs and updates for software which we directly support are loaded at no additional cost as part of your hosting agreement. Additional charges apply for new
software installations or for full version upgrades.  Any support or maintenance fees you pay to third party software vendors will remain between you and your vendor.

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What effect does it have on speed when our users are connected to MRK Hostwindow and are also browsing the internet on our local network?
It is best to budget 50K per user for optimum results. Extensive use of streaming media and other local browser activity may impact the connection between your local workstation and your MRK Hostwindow Managed Desktop.

I am nervous about having my data reside away from my office.
Your data is safest when maintained in a professionally managed data center environment. Considerations such as backup, archive, server redundancy, physical security, and data integrity are priorities in our data center. These same issues are often overlooked in the workplace. Where do you keep your cash - in a locked desk drawer or in a bank?

I am an accountant with client data stored on my network drive. Do I need to tell my clients that I am going to have my applications and data stored elsewhere?
It is important that you inform your clients of you decision to improve your (and their) data security by choosing to host your applications and data in a professionally managed data center. We can provide you with a template document which will help you inform your clients of your decision.

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Managed Hosting - Frequently Asked Questions: Get your Questions Answered!

What is the difference between redundancy and backup?
We maintain redundant servers to ensure that your applications are always available. We also back your data up to portable media so that it can be carried off site for maximum protection. Your data is backed up using “snapshot” technology which permits live backups, so your applications and data are always available.

What happens if my Local Area Network loses its connection to the internet?
An internet connection is a vital tool needed to connect to your applications and data. MRK Hostwindow recommends backup connections in cases your primary connection is not working. For example, if you utilize a T1 for your primary internet connection, then we would recommend you have a cable or DSL connection in place and ready to use until your primary connection is restored. This will allow “mission critical” users and applications to continue working. Of course, there is always the option to work from home if your office internet connection is down. Many users report this is our best feature of all!

If remote users do not have access to a broadband internet connection, how can they connect to the service?
Single users will often find dial-up or cellular wireless connections perfectly adequate for connecting to their MRK Hostwindow Managed Desktop.

Your data is one of the most important assets of your company. With the MRK Hostwindow Managed Desktop, you are protected. Your data is maintained in an environment that is both physically and electronically secure. We maintain a redundancy of servers, backups, security devices, network connections, and power generation. Tape backups are performed daily and backup archives are maintained weekly, monthly, quarterly, and annually.

What kind of monitoring and reporting do you provide?

We provide management reporting along with your monthly statements. You can track user logins, maximum connections, data storage, and more.

Is there a contract and what are the terms?

Desktop hosting contracts differ according to the product you choose. Agreements are typically month-to-month or one, two, or three year terms.

Must we use Hostwindow for our LAN integration needs?

We will work with your existing IT staff or local network integrator to provide a total support solution. Our basic monthly services do not include hardware and specific application support. MRK Hostwindow will make sure that your complete desktop is available to you a 24 x 365 from your internet connection. We have advanced support tools and 24 x 365 support system to meet your needs.

How secure is my connection?

We use SSL, TLS, and FIPS encryption standards securing your connection to your managed deskop with up to 256 bit encryption.

Can we use our existing PCs to connect to MRK Hostwindows services?

Yes, you can. In fact, this is one of our greatest features. We help you utilize your existing equipment, extending its useful life as long as possible.

Can we still run local applications?

Yes, you can. In fact, many customers use their MRK Hostwindow Managed Desktop for their core business applications, and maintain single-user applications on local PCs.

MRK Hostwindow can help you manage your applications for a lot less money and time than your organization is spending right now. Because all the processing is performed on our servers and delivered to your existing workstations, you will enjoy a reliable and stable environment without costly hardware upgrades or downtime. Best of all, the low setup and monthly fees allow you to benefit from predictable computing expenses.

You’ll benefit from

• longer workstation life cycle
• workstation OS independence. Connect with MS Windows, Mac OS X, or Linux.
• use of servers and networking components without capital expenditure.
• freedom from managing server updates and patches.
• peace of mind with a secure and reliable backup system.

FAQ about Desktop Hosting

Who owns the software?

Your application software is still licensed and maintained by you. You maintain a direct channel to your software vendor and still have the advantage of their software support. All server operating systems we use to deliver your applications are paid for and licensed by us. We also provide any licensing required for your connection to the service.

How much bandwidth do I need?

Bandwidth needs are specific to each and every customer. Your needs depend on the number of users you have and on the usage patterns of those users. We will help you determine if your current bandwidth is optimum for your use. We support connectivity ranging from dial-up internet connections to fiber from your location.

Check back for more FAQ’s or visit: www.mrkhostwindow.com

What operating systems do you support?

Our customers can use nearly any desktop operating system and internet connection to connect to the Hostwindow’s Managed Desktop service . These include Microsoft Windows, Linux and UNIX operating systems, and Mac OS X.

Do I need special software to run the Managed Desktop?

Our Customer Support Team will train you on how to log in and use the Desktop. If you have an internal IT staff, we can work with them to speed overall deployment. All you need to connect is a web-browser and network connection.

Does hosting mean I can eliminate software upgrades?

No, hosting does not eliminate the need for software upgrades. It will reduce or eliminate the need to upgrade your desktop operating systems. Application software upgrades should still be considered based upon your business-process needs.