The Importance of Reading IT Terms and Conditions

Why terms and conditions matter.

It has been proven time and time again that people and companies do not read the terms and conditions when accepting the installation or the acceptance of services from vendors. There are many notable cases including some software companies and vetting the fact that they now own your children just as a joke. But in the IT industry, the terms and conditions are terribly important when it comes to your software and services.

The Importance of Notifying Your IT Provider

Sometimes clients do not inform us about a change in their business and in their model. And that’s okay. But we need to be notified when something majorly impacts their business or their billing profile. Every SaaS-based service that we utilize such as hosted PBX, antivirus, exchange, monitoring and more is a very strict term and conditions when it comes to their software. Case in point is that if you have an employee leave your company and do not inform us, you will be billed as required by the manufacturer at full price. Sometimes clients will find out later and request a refund, but the problem has been set, meaning the company will refuse all refunds regardless of concern. This puts the client and us in a situation which is not enjoyable.

Read. Your. Terms. And. Conditions.

That is why at Triton Technologies, we insist that people read the terms and conditions for our vendors and us, because your rights and your ability to seek redress may be compromised. From Microsoft, Amazon and every manufacturer out there, they have terms and conditions. Sometimes they are short and sweet and to the point, and others are full of legalese and cannot be interpreted even by lawyers. While we’re on reading documents from your vendors, make sure to check out our blog on computer warranties: they are not the all-magical “just claim it under warranty” buttons people seem to think they are.

At is why we request it if you have any issues, please make it known before accepting an agreement. Contact us today to learn more about our best practices for software and services.

Vendor Management: Good Vendors are Hard to Find

Good vendors are hard to come by.

In 16 years of business, we have dealt with literally hundreds of different vendors. From computer manufacturers, network hardware manufacturers, software, physical developers of infrastructure and more, we can say with certainty that good vendors are very hard to come by.

Why We Do Vendor Management

At Triton Technologies, we do vendor management for our clients, and for good reason. When dealing with a contractor, certain questions were not asked, causing undue hardship and a failure of certain projects. A prime example is internet providers. When asking for internet connection, a lot of businesses assume that when you talk to your internet provider that they know exactly what you want, how you wanted and can install it perfectly. That is true 90% of the time, but businesses are a different beast. You need certain kinds of network connections, static IP addresses, redundancy, and more and if you don’t ask from the beginning, it could take weeks if not months to correct. Check out our blog, Vendor Management: The Balrog, where we stepped in to help a client deal with unacceptable service from their internet provider.

Further Reading

Want to see more of our experiences with vendors? Check out our blogs IT Projects: Vendors Not Following Through and The Importance of Thorough Vendor Evaluations for issues we’ve experienced with clients and their vendors.

Vendor relations and talking to the right people are critical for businesses and how to implement and complete their projects. That is why we recommend that if you have any kind of IT project, cellular project, internet project, website project, or more that you Trition Technologies help you solve those issues. Contact us today.

IT Projects: Vendors Not Following Through

How the lack of a vendor follow-through hurts business.

For unknown reasons we are encountering a lot of clients reaching out to us due to a failure of vendor follow-through. Basically, they set up a solution such as a cellular router, printer, security system, or of some variant of the above and it would not get finished or completed. Let’s talk about how vendors not following through is an example of how IT project implementation can be.

The Vendor Who Couldn’t

We had the pleasure of dealing with a new client last week who was a logistics company and immediately after examining the network we found many flaws. Many of them can be attributed to the failure of a completion of ongoing IT projects from their current vendors. As the business owner who has multiple employees and whose responsibility is to follow through with projects and outstanding service agreements, nothing irks me more than a person not finishing the job they are paid to do.

Finishing Up the Halfway Projects

So this client sought us out, we examined their network and created the solutions plan to bring them up to speed. Within a few days, we had finished the outstanding projects, got them redundant Internet as they had been promised, and was able to put in a long-range tracking system for their vehicles, which also was halfway finished and not completed when we took them over. Within a few days, it was done.

The Most Complex Part of New Technology is Implementing It

Managed IT is not entirely about just service when it comes to your technology. Many times it is about finishing projects that were stagnant, not completed, or incorrectly implemented. Like I tell our clients, the technology is there to do what you want, implementing it is the most complex portion of any project, and that is where we find a lot of our competitors are failing. They make the initial quick sale and then drop off the face of the earth.

Project management, control, vendor management, and organizing them all together within a single unifying project is no simple task, but when it is done right, it is something to be remembered. If you’re looking for that service and not currently getting it, contact Triton Technologies. We’ll help you manage your current or next IT project.

“All-in-One” ISP Services: Too Many Cooks In The Kitchen

In the last decade or so we have noticed that more and more Internet service providers are offering services such as hosting for websites, hosting for email, DNS hosting, registration and more.

We cannot emphasize enough how much we do not support this.

I’ll tell you why. As a managed IT provider. We try to be an all in one stop shop for our clients. Have you an email issue? We can solve it. Is your printer not printing? We can solve it.

ISPs Don’t Properly Support These Services

What we’re finding is that in order to attract clients, these ISPs are giving away these basic services and not knowing how they work. A prime example is a couple of clients that we’ve actually been dealing with for the last couple months. They went with their local Internet provider, who gave them their Internet of course, but also gave them email, established hosting, and attempted to set up their DNS.

This Went Poorly

It was horrible. The old provider would not release the domain and email information, the new provider could not get the DNS done right and required at least a 24-hour turnaround, and in the end, the client was so fed up, they pretty much fired everybody and we took over.

We Take Over

We took over the domain; we took over email, web hosting pretty much everything. In 3 days we solved all of their issues in which their previous provider couldn’t do in 6 months. We established their Managed DNS, managed web hosting, website monitoring and backup, office 365 hosted exchange, and basically removed 6 secondary vendors into one primary.

The client has never been happier.

When you need and require that your assets be managed continuously, professionally and securely, you need to use a managed IT provider. We can even help manage your ISP vendor to make sure your connection stays on and strong. Stop having spoiled soup and contact Triton Technologies today.

The Importance of Thorough Vendor Evaluations

In the last decade, we have seen something that is somewhat upsetting.

Vendor network evaluations are not worth anything.

Yup, we said it. From ISPs, printer providers, virtual server providers, email providers and others; all have failed to live up to their engineering personnel’s recommendations. It’s only after the disaster begins do we see what narrow scope they have been placed in with a specific goal that does not see the big picture in a network.

Case Study: Promises of a Local Cloud Provider

A long time local non-profit client of Triton Technologies was approached by a local cloud provider of managed servers. Without our knowledge, its network interface box was installed and we were called to “integrate and migrate” their servers to these new cloud servers.

We saw an immediate problem: no real questions were asked of the client during the evaluation.

If you are ever involved with non-profits, many of them will run software into the distant future to keep from buying additional software or expense. So once bought, they’ll basically run it until they have no choice anymore. That is exactly what happened here.

They were using a Windows NT 4.0 (yes, that old) software database from a company that has gone out of business, but it still worked. Years earlier we migrated the software through a VMWare P2V converter and installed it on their 2008 server in-house to keep using it as long as possible. It was working excellently, but with a major grant that came through, they wanted to update their hardware and software again.

So in 2014, we submitted a proposal and waited. Waited, and waited.

No response. Unknown to us this company came in and promised the world. In retrospect, it was a make-believe land.

A Bad Installation After a Bad Evaluation

Installed was a T1 line and a VPN link to their data center. If you know anything about a T1, it’s only 1.5 Mbps – or 66 times SLOWER – than their current 10/100 network from 6 years earlier. So after copying the server to the data center which took 22 days at 1.5 Mbps (slower than DSL), the programs the client used took over 10 minutes to run, databases over an hour, and emails were still updating 8 days later.

Fast forward 2 months and after MANY consults, an unexpected $4500 a MONTH in virtual server billables, and unable to actually FUNCTION, the client decided to pull the plug. In the end, the customer lost over $12,000 in upfront costs, about $44,000 in labor costs, and months of down time in marketing and client growth.

In the end, the vendor didn’t take into account old software, old databases and custom software that did not match the exact idea of how cloud servers work. Vendors need to ask a lot more questions about a client’s network than what they presume.

Want to see what a real evaluation looks like? Schedule a free consultation with us.

Vendor Management: The Balrog

Any business owner can attest to is dealing with multiple vendors is a business in of itself. From cellular carriers, internet providers, construction companies, telephone and more, each one has their own language and each one has their own methodology.

This situation happened, and this is why right after our client signed up for our Managed IT Services plan which included vendor management:

The Client’s Story

The client is a logistics company based in Massachusetts is part of an isolated transportation park. A few companies, but nothing massive. They are quite busy at times and this time is especially busy due to the three day memorial day weekend. So basically everybody is moving as fast as possible to get done early and go home, and that is where the trouble begins.

A truck entering the loading facility was going too fast and clipped the service pole of the facility, breaking the line for internet and telephone for the other occupants.

  • The client decided to call the ISP themselves and report that a line was “down.” Mistake 1.
  • Told them it was no big deal and to go out today please. Mistake 2.

Friday being the start of the holiday, no rush was put in and no need to rush since the facility began shutting down and so forth.

The Following Week

Tuesday comes and goes, expecting the technician, nope.

Wednesday comes and they finally call us. A lot of missteps occurred causing not only our client to be down, but other tenants. Come to find out the client conveyed that the line was down, as in a saggy line, therefor no rush. Apparently it was treated like a small issue and not an outage.

Then We Stepped In

We contacted their ISP and we were able to get a truck rolled within an hour, their lines repaired and all the tenants fully operational.

Sometimes miscommunication can easily create havoc without understanding the lingo vendors need. Vendor management might seem like a small thing, but having an IT provider who has the experience and connection in the field allows you to get the most out of your resources, from internet landlines to software suites. Avoid that broken link in your chain. Want to learn more? Drop us a line.