FAQ
Questions we hear most
Straight answers about how Neatoware works, who we serve, and what to expect.
Who do you work with?
Public safety agencies, local governments, and businesses, wherever they are. We serve clients around the world.
What does “one account rep” mean?
You get one person who knows your network, your people, and your plans. That person is your first call for everything, backed by a team that runs your network, security, backups, servers, and phones.
How much does it cost?
Pricing is on request and depends on your plan and what we manage for you. Call (404) 328-7771, or get an estimate from our pricing calculator.
What is the difference between the plans?
Bronze is break/fix help when you need it. Silver manages your servers and their backups. Gold and Platinum manage servers, workstations, networks, and printers, with antivirus, managed endpoint detection and response (EDR), server and workstation backups, and disaster recovery planning. On Gold and Platinum, endpoint and SIEM monitoring and security operations center alert review run 24 hours a day, 365 days a year, and Neatoware’s own follow-up follows your plan’s response targets, which are not guarantees. Platinum adds response for Priority 1 incidents only, 24 hours a day, 365 days a year. See the Plans page for support hours and response targets.
What is SIEM?
Security information and event management. It gathers the activity records, called logs, from your managed servers and workstations in one place and connects related events, so suspicious activity is easier to spot. On Gold and Platinum plans, a security operations center monitors it and reviews, flags, and escalates anything suspicious. Learn more about SIEM.
Do you offer penetration testing?
Yes. Security assessments and penetration testing are both available. Ask us how they fit your plan.
Can you help us write an incident response plan?
Yes, on request. Your organization knows how to handle an incident. We’ll help you put a plan for technology and cyber incidents in writing, and refine it with you until you’re confident in it. The plan is yours, and your people run it.
Where is my data hosted?
On your premises, or on leased infrastructure in a data center that we set up, patch, and manage. Backups of your computers and servers are encrypted before they leave, and their off-site copies are locked in data centers for a set retention period.
What do you back up?
Servers on Silver, Gold, and Platinum plans, plus Windows, Mac, and Linux desktops and laptops on Gold and Platinum. We also back up virtual machines, network storage devices, databases, and cloud email and files. Virtual machines, databases, and network storage devices are priced like a server, and cloud email and file backups are billed as part of your plan’s workstation and storage pricing. See Backup and Disaster Recovery.
Can ransomware delete our backups?
Off-site copies of your computers and servers go to immutable storage, locked for a set retention period, so ransomware and attackers can’t simply change or delete them during that window.
Can you restore a whole computer?
For Windows and Linux machines with a whole-machine backup, yes. We can rebuild one from its backup onto new hardware or bring it up as a virtual machine. Macs are restored at the file and folder level.
Are you a phone company?
No. We manage your hosted phone system. Calling service and phone numbers come from our carrier partner, and we coordinate setup and support with them for you. In most cases, your current phone numbers can move to our carrier partner, and we handle the coordination.
Do you work with agencies that handle criminal justice information?
Yes. Team members who work on public-safety systems undergo state and national fingerprint-based background checks, complete CJIS security awareness training every year, and sign the FBI CJIS Security Addendum. We also help agencies prepare for CJIS-related audits of the systems we manage for them. Our CJIS-trained team members are seasoned former law enforcement professionals, so they understand the work your systems support, not just the systems.
Does your team understand public safety operations?
Yes. Our CJIS-trained team members are seasoned former law enforcement professionals who have served in operational roles and bring extensive experience in information technology. They know how dispatch, records, and field operations depend on technology, and they plan changes and fixes around how your agency actually works.
How hard is it to switch?
Switching is a project, not a leap. We document what you have and tell you what we found before we change anything. Your account rep leads the move. See how switching works.
Where can I read your contract terms?
Our current terms are in our General Terms and Conditions.
Still have a question? Call (404) 328-7771.