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Frequently Asked Questions

Find answers to common questions about McLane Intelligent Solutions. From managed IT services to cybersecurity and cloud solutions, this guide covers key information. For further assistance, feel free to contact us directly.

A: Our Constant Care package is customizable to your business needs. It includes Network Management, Cybersecurity Overwatch, Asset and Technical Account Management, and 24/7/365 IT Help Desk Support.

A: Absolutely. 24/7/365 Help Desk Support is included with all Managed or Co-Managed Constant Care packages. There are 3 ways to submit a support ticket: Via email, By Calling our Help Desk Directly, or Submitting a ticket directly to our Service Portal by clicking the McLane Intel Button on your desktop.

A: There will be a baseline IT Health & Security assessment during the on-boarding process to provide an action list for our team to bring your system current from day one. We will ensure that your entire network has the most recent security patches and software versions available. We will also install anti-virus and intrusion detection agents on every machine. We will then continuously monitor your network for continuity and security.

A: We work with your operation from day one on establishing solid back-up and disaster recovery plans. In the event of a network failure, we will be able to restore business continuity from those backups whether restoring drives for on-prem solutions or spinning up connectivity in a cloud-based environment.

A: We will scale your technology with your business needs. Our goal is to right-size the solutions we provide to maximize the value you receive from our services. Whether you are expanding your network, adding off-site or remote employees or green fielding an additional location, we will accommodate your needs as your business expands.

A: When you partner with McLane Intelligent Solutions, you receive an entire team of experts. Our skilled staff consists of Cloud and Network Architects, Technical Support Agents, Project Engineers, and Cybersecurity experts. While they are very skilled in these areas, they will communicate in a very professional and simple way for your team to understand the technology we support. We serve Central Texas with Central Texans. All of our staff work out of our local offices.

A: You will have ready access to our performance metrics as well as any open tickets for your organization in the McLane Intel portal. Upon every support ticket closure, you will have the
opportunity to rate the level of service you received for that issue. While we truly want 100% customer satisfaction, our target is 98% CSAT ratings from ticket surveys.

A: We do not sell a “one-size-fits-all” packaged bundle for IT Support. We work very closely with your team to right-size the solutions we provide you to your true business need. This maximizes the value you receive for every dollar spent on your information technology.

A: Absolutely. With larger projects, many hands make light work. We have many partners that provide additional expertise in internet service, voice solutions, infrastructure and construction, hardware and software vendors, etc. Some of our trusted partners are listed on the Partners page of this website.

A: We have two private cloud data centers located in Waco and Dallas. We are also able to provide public cloud solutions as well with MS Azure and Amazon AWS.

A: As we specialize in customized solutions specific to your business needs, the cost of solutions will be determined by a detailed discussion into your specific business requirements and your growth expectations for future scale. We can customize our support to fit your budget. Full support is typically determined by a per user subscription. We can also provide support packages that cover shared devices (POS systems). This will be part of the discovery process during your initial needs analysis discussion.

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