Frequently Asked Questions
How long will it take to set up a new client?
We can have clients set up in as little as 24 hours, but 2 weeks to 1 month is more typical. It depends on how much data and applications are involved. Client participation and prompt responses also are required during this stage. To be better prepared and organized, many clients have taken a more gradual approach to setting things up. This allows them to maintain normal business functions while getting set up, which can usually take 2 weeks to a month.
Can my employees send documents to the office printer while working remotely outside the office?
Yes, as long as they have a good Internet connection, they can send documents to any networked office printer from any location.
How can my employees or business partners share data using your system?
Employees share data via email or over the network. Data can be shared with business partners via email or by purchasing additional eDesk Suite user licenses for them.
Do you have or recommend any products that will help if my Internet connection is not reliable/fast?
We've found that cellular networks are a good alternative to poor Internet. Ask your cellular provider about personal hotspots.
What can I use as a backup if my Internet goes down?
With eDesk Suite, you have several options:
- Have staff work temporarily from another location where there is an Internet connection
- Use a cellular personal hotspot
- Have a redundant Internet connection with a different ISP that you can switch over to when needed.
How can I find out if my Internet connection is reliable/fast enough to benefit from your service?
Visit www.speedtest.net. In general, you'll want a ping response in the 20-40 ms range or better for the best performance. However, we've found that pings in the 50-100 ms range often indicate an acceptable connection. Also, if you can stream online video or play online games without significant issues, then the connection is likely acceptable.
Do you work with other IT firms?
Yes, we coordinate with them to support some of our clients. We also partner with some and have an affiliate relationship with others.
How do I get help?
I need to recover a file. What do I do?
Users who need files recovered must submit an email request to the Virtualis Help Desk firstname.lastname@example.org that includes the following information about the file: creation date (if created recently), name, the last time it was modified/changed, location, and the date and time it was deleted/destroyed.
Keep in mind that the default backup retention is 30 days and we can't guarantee recovery outside this time period. Clients needing longer backup retention will need to order a custom backup service from us.
What's a Remote Session and how do I start one?
It's a secure connection from one computer, located on a different network, to another computer. The user of the computer being connected to must permit the connection.
We sometimes will assist you via a remote session. To start one now simply click the "Start a Remote Session" button below: Start a Remote Session
How do I copy files from a flash drive or the local desktop to eDesk Suite?
Keep in mind that your flash drive is visible only from your local desktop. Once you know which file(s) you want to copy, select it/them and perform a Ctrl+C (or right-click and select Copy from the pop-up menu). Next, switch to your eDesk Suite, and paste (Ctrl+V or right-click and select Paste from the pop-up menu) into the desired location.
What are the minimum hardware requirements for eDesk Suite?
We recommend i5 (or equivalent) processors or higher, 8 GB of RAM or higher, and 128 GB SSD's (solid-state drives) or higher.
What is the recommended resolution for a second screen (monitor)?
The recommended resolution is 1080p up to 2560 - 1440 and up.
Can I use a Chromebook with your service?
No. Chromebooks won't work with our service.
Can I use your services if I have a Mac or iPad?
Yes. You will need to install the RDP app.
Can I use Adobe® Photoshop or other graphics programs on my eDesk Suite?
Yes. Programs like Adobe® Photoshop and Affinity® Photo work well with eDesk Suite for most users. If you're a power user, you may need to upgrade your eDesk Suite subscription.
Can I run QuickBooks on eDesk Suite?
All versions of QuickBooks, except for the Enterprise Edition, will run on eDesk Suite.
Can I use my default mail app on my iPhone® or Android® device to receive my business emails?
Yes. We provide clients with instructions on how to set it up.
Can I have my line-of-business/industry-specific software installed?
In most cases, yes. We'll investigate the software to verify compatibility with eDesk Suite. As a minimum, the software must require Windows 7 or higher to run.
Can I use video editing software on eDesk Suite?
Graphics intensive programs like Adobe® After Effects and Adobe® Premiere Pro may suffer performance problems with the default eDesk Suite setup. You likely will need to upgrade your eDesk Suite subscription. For these types of programs, you should contact us to discuss your needs.
Can I use Zoom or similar video conferencing software on eDesk Suite?
For security and performance reasons we don't permit this type of software to run on eDesk Suite. However, this type of software works really well from the local desktop.
Can I use AutoCAD or similar programs on eDesk Suite?
Yes. However, CAD programs require additional setup and an upgraded eDesk Suite subscription.
My staff will be traveling and using various WiFi networks, do you use a VPN as part of your service?
We implement a similar technology that uses a heavily encrypted connection to protect your data when it's sent over these networks.
Is my confidential data at risk if I lose my laptop or someone steals it?
No. eDesk Suite does not store your data on your laptop's local hard drive. You should report the theft/loss to us immediately so that we can reset your password as a precaution.
Also, you should always lock your screen when away from your computer and log out of eDesk Suite when finished with your session.
Besides me and others in my firm, who outside of my firm has access to our company data?
A few individuals at Virtualis who're authorized to do so only under very specific, controlled circumstances initiated by the client. See the next several Q&A entries below for related information.
Under what circumstances do you look at my data?
A very limited number of Virtualis staff have access. They aren't permitted to access your data unless a specific request has been made by your firm's authorized representative(s). The request must be for a valid ticket item, such as file recovery. Once the action is complete, staff immediately leave the client's data area. We have controls in place to verify authorized staff are only in client folders when requested to do so and for the minimum amount of time needed to complete a ticket item.
Can law enforcement look at our data?
If presented with a court order, we will comply with all requests from law enforcement. Under such circumstances, this may require us to enter the client's data area without the client's permission. Under no circumstances will we go anywhere in the data area beyond what is legally required of us. We'll leave the client's data area as soon as the request is fulfilled.
What is RAID 10 redundancy and why is it good for backups?
RAID (Redundant Array of Inexpensive Disks) is a process of combining multiple hard drives or SSDs in parallel to reduce the likelihood of data loss due to drive failures. RAID 10 is a common RAID level for servers, because it's really fast and provides excellent data redundancy. So, backup data is duplicated on multiple drives on a server and mirrored on one or more other data servers, which is extremely fault-tolerant should a drive fail.