All your questions , all the answers!
Frequently Asked Questions
Many of the questions that we get from new customers. If you do not see your question here, please fill out a contact form and let us know what we need to add!
Monday – Friday 8AM EST – 9PM EST.
Saturday & Sunday 12PM EST – 6PM EST
Our employees work from home, but majority are located in West Palm Beach, FL where we started.
This depends on the speed of the computer and internet. A typical set up before someone is a managed service client is about 6-8 hours per computer before it is at the level it needs to be at for managed services.
Yes. We cannot be fighting over control of the mouse. You are welcome to sit at the computer and watch what happens on the screen, but we request that you do not touch the mouse or keyboard while work is being done.
No, but there are times when we need someone to physically push some buttons. 99% of the time it isn’t necessary to be at the computer while it’s being worked on.
Read any of the hundreds of real customer reviews online at TrustPilot, Facebook, or Google. In a world where someone will complain about a bad salad at Applebees, it would be pretty hard to be in business since 2014 and maintain the reputation that we do (4.9*).
Usually, it takes a week to ship from Florida to anywhere in the United States.
Yes, while we specialize in the accounting industry, a lot of our practices transcend multiple industries. We have clients in all industries.
No, we service even one person companies.
Since March 26, 2014.
It runs automatically in the background and requires 0 effort from employees and business owners. It is fully managed on our side to make sure all definitions are up to date, all scans are being performed, and all systems are free from malware.
When a scan isn’t running, Webroot uses about 20-25MB of RAM. On a standard 8GB RAM laptop, this equates to about a 0.3% usage
Never – Scanning happens in real time when new files are added.
Malware in general gets on a computer by an unsuspecting user overriding protection and warnings. This way, users cannot willingly turn off protection and potentially harm the computer or company.
If malware gets on the system, it will create a ticket for us to investigate. We can remove infections from our remote portal, but cannot get into your computer without your prior consent.
There will be a green W logo in your taskbar. When you hover over, it will say that you are Protected.
Rush will need to remove it from our portal and then it will be able to get uninstalled through normal add/remove programs. This stops malware from being able to deactivate and bypass the security.
Having two antivirus’ is detrimental to a computer. It is an extra layer that will slow down the computer, without adding additional security. In fact, having two antivirus programs can negate each other and leave a computer more vulnerable than if only one existed. The other one needs to be removed.
Endpoint protection, or endpoint security, is a general term that describes cybersecurity services for network endpoints, like laptops, desktops, smartphones, tablets, servers, and virtual environments. These services may include antivirus and antimalware, web filtering, and more. Endpoint protection helps businesses keep critical systems, intellectual property, customer data, employees, and guests safe from ransomware, phishing, malware, and other cyberattacks.
Criminals are constantly developing new ways to attack networks, take advantage of employee trust, and steal data. Smaller businesses may think they’re not a target, but that couldn’t be further from the truth. In fact, small businesses with 100 employees or fewer now face the same risk of attack as a 20,000-employee enterprise.*
No matter their size, businesses need reliable endpoint security that can stop modern attacks. And since most companies are subject to some form of compliance and privacy regulations, protection for endpoints is 100% necessary to help businesses avoid hefty fines and damage to their reputation due to a security breach.
Unlimited file storage.
Open your LiveDrive icon in the bottom right task bar. Click Web > which will open up your online portal. Choose the computer you want to recover from and navigate to the lost / damaged file and download directly on to your computer.
Click on the LiveDrive icon on your screen and it will display a dashboard across the top it should say “Up to date. Your files are now protected.” If you see a login, then be sure that you are logged in to your account.
Everything is automated on our side so you don’t need to do anything. Occasionally, it will ask you to update the software which you should do. Make sure that you are logged in.
Yes, at rest and during transfer using strongest TLS encryption.
Windows 7+, Mac OS X 10.10+, Windows Server 2008 R2+
Not through how we have automation set up. If you manually upload through web portal, there is a 2GB size limit.
No, in our portal we can only see how much storage has been used, but not what is being backed up. On LiveDrive as a company, the data is obfuscated and customer file information is masked and cannot be identified or linked to a particular account.
UK protected by 3 layers of physical security
You will always own the backups and data. When a plan is cancelled, we leave a 30 day window for clients to move all of their data off the server and get confirmation before deactivating the account. If an account is deactivated, we do have the ability to reactivate and usually can help people retrieve their data. We strongly encourage moving backups to a different location at the end of a contract.
Typically, it will be your email address. Contact a technician for assistance if you cannot locate this information.
By default, we set up individual backup for each employee where only they have access to. We can set a central account that everyone uses for file backup if needed.
Yes, but we need to know beforehand as the process is a little different.
Technically, Yes, but this should be viewed as a back up source to retrieve lost data, not as a central storage like Dropbox.
No, this is file backup. If you have a NAS with image backups, then you could recover images, but that isn’t the intention of this.
Software like Dropbox is a central file storage location. If someone were to delete your Dropbox folder, you would need to look for those files in a backup solution, this is backup. If your Dropbox account accidentally violated terms and was no longer able to access the internet, your files are backed up in a different location. This serves as a back up to get files that have been lost or destroyed.
Notify Rush so we can suspend the fired employee’s account.
LiveDrive uses about 35MB of Memory. On a regular 8GB of RAM computer, that is only 0.43% and shouldn’t have a large impact. The first backup may slow down the internet speed as it is using a lot of upload bandwidth to get the files backed up to the cloud.
By default, we back up everything in desktop and documents, but can easily modify if there are other items that you would want. We also add tax documents alongside the default.
Backups occur daily.
New Client Frequently Asked Questions
Resources for new and existing clients in regards to the software we use, how to use it, and important information about our company.