What Does Rapid IT Service Look Like?

Rapid Response. Reliable Technology. XPERTEK IT.

What Does Rapid IT Service Look Like?

Rapid IT service response

Your small business cannot run without technology. Your Internet connection, phone service, computers and network infrastructure are all vital to your revenue. We’ve discussed in a previous blog about the costs associated with downtime and the importance of ensured productivity. One thing that makes XPERTEK IT stand out as an IT solutions company is our rapid response. As you can see in the image above, the IT industry as a whole maintains a response time of nearly 25 hours! At XPERTEK, in the last month we responded within one hour to 71% of all trouble tickets. Today we wanted to offer you a real life example of what rapid response in action looks like.

Rapid IT Service in Action: Email Under Attack

Yesterday at 4:02 p.m. we pro-actively detected an email hacking/phishing attack on a client. This means the client was repeatedly being barraged by spam email. By 4:07 p.m. (five minutes after we first detected a problem!) a member of our team was on the phone with the client, changing the password, and working to rectify any issues caused. By 4:20pm the issue was completely solved and the client secured.

As a result of this event, we launched an audit of the email and cloud services security situation with that client, and helped them this morning to implement a new password policy. We also advised them on best practices for setting, storing, and using passwords, including use of LASTPASS password manager, use of complex passwords, and optional 2-factor authentication.

The most common cause of “hacking” attacks is actually phishing, where you get an email (possibly from a “reliable” source) which directs you to a link to log into something to view a “secure” document. This is actually a false page collecting your information which will then allow the hacker to get into your accounts, risking loss of data, identity theft, and spreading of malware, viruses, and mayhem.

Always be careful on emails that direct you to open an attachment or link. Look at the address it came from (not just the name). Look for the signature, and ensure it meets the formatting used by that person in previous emails, and is not missing or stripped in some way. Double check any links before clicking them by hovering over them and looking at the address at the bottom of your screen –if it says it’s a google document and the URL at the bottom of the page does not say GOOGLE when you roll over, then DO NOT CLICK IT!

Always reach out to your IT experts when in doubt. Don’t have a dedicated IT expert for your small business? Try XPERTEK IT. Contact us today for a consultation.


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