Does Kotori offer IT support over the telephone?

Yes. Call us during office hours, Monday through Friday between 8 am and 5:30 pm Eastern Time, and we will try to talk you through the problems you are experiencing. In an effort to maintain our Fair Billing practices, if we can solve your problem within 15 minutes, it’s free. If your problem takes longer to resolve, we will bill in 30-minute increments.

Isn’t it cheaper for me to maintain IT staff in-house or handle these things myself?

Absolutely not. For small- and medium-sized businesses, you can save tens of thousands of dollars each year in salaries and employee taxes by choosing Kotori Technologies as your personal IT support department, whether we serve you on an hourly basis or through a monthly service level agreement. And when you let the experts at Kotori handle your IT needs swiftly and accurately, you can save yourself significant time that’s better spent working on your core business.

How do you bill for your projects?

If your work requires more than our one-hour minimum, we’ll first give you an estimate for that additional time. Typically, that estimate will be the most you pay. We keep your costs minimized by billing in 30-minute increments. For example, if we work for 90 minutes, you pay for 90 minutes; we don’t round up to two hours.

The only time our estimate is exceeded is if we discover a new issue affecting your computer that needs attention and was not previously reported. If this happens, all work will stop until we are able to inform you of the situation and receive your approval to proceed. In other words, you’re in control of the cost at all times.

What do you mean by “fair billing?”

When we come to your home or office for an onsite service call, you will only be charged for the time the technician is actually there, not for his or her travel time. We do require a one-hour minimum charge for the service call; however, if your problem is solved in less than an hour, you may use the remainder of the technician's time -- tuning your system, tutoring you on proper care of the computer or use of the software, or other IT-related needs. 

What kind of guarantee does Kotori offer?

We offer a 30-day guarantee on all work done by a Kotori technician(s) on your service call.

Do you install, maintain and repair wireless networking or wifi networking?

Yes, our services cover wireless (wifi) and wired networks. We can even do the initial wiring for you.

Can you protect my network from hackers?

Yes. We’ll apply the appropriate level of security for your business situation. Network security is complex, so we will tailor it specifically to your needs. At a minimum, we will install a firewall that blocks all potentially dangerous incoming traffic, so hackers are kept away.

What hardware do you use? Will I be able to run my critical applications like QuickBooks, Peachtree, ACT, and/or Microsoft?

We have business alliances with several suppliers and only use brand name, industry-standard hardware, such as Dell, Hewlett-Packard, IBM, Sony, Toshiba and Apple. You never have to worry about getting stuck with proprietary hardware that’s difficult to service. With the quality equipment we can obtain from leading manufacturers, your applications will probably run faster and more reliably than you expect.

What is Remote Access Support?

With remote access support, we first install remote access software on your PCs and servers. Then, when you call us to address your computer or networking problems, we can access your computers and server remotely and resolve the problems (where possible) without disrupting your office, thus decreasing your company’s downtime.

For example, if you choose one of our services that features remote access support (such as our Managed Services: Proactive Support, Complete Care and Reactive Support), Kotori remotely accesses your servers on a regular basis and updates all necessary Microsoft and antivirus patches and carry out hard drive maintenance. [link to each]

Can I host my company or personal website with Kotori?

Yes. The server hardware we use is fully capable of hosting your website.

What does the name “Kotori” mean?

“Kotori” is the Navajo word for “owl spirit.” It represents what we do best for our clients: keep a thoughtful eye over their networks, their technology assets and their overall business, 24/7.