Network Support

NPower NY offers Network support through ITBasic.  ITBasic is a total, managed IT solution for nonprofits of all sizes. ITBasic monitors and manages your IT environment remotely, backs up your data and keeps your operation running hassle-free.

Hardware, Software and a Help Desk

NPower NY will work with you to get discounted hardware and software so you can have an up-to-date, stable and reliable computer network. We then provide support during business hours via email, help-desk and on-site support as needed.

Remote Monitoring Prevents Problems

We monitor your computer systems throughout the day so that problems can be proactively handled and down-time due to technology related issues can be prevented.

If customers have a problem and need assistance, we can remotely assist through technologies that allow us to help the customer as if we were right there next to them. We ensure you have the latest in virus protection, patches and updates.

Back-ups in Case of Disaster

Most importantly, your data is backed up daily over-the-wire, so you can rest assured that your data is safe.

This service is perfect for organizations that are just getting started or that are looking for a strategy to replace older computers. If you would like more information about ITBasic, send us an email.

ITBasic Help Desk

Call our Help Desk at: 347-415-8281 x4

The Help Desk is open Monday through Friday 9 AM to 5 PM. Requests to the help desk can be submitted online 24 hours a day.

Please note, the Help Desk is ONLY for ITBasic customers. We are unable to respond to non-ITBasic inquiries via the link or telephone line above. All other client inquiries should be directed to your NPower NY consultant or account manager.

The ITBasic Story

Central to the design of ITBasic is its employment of graduates of our award winning workforce development program Technology Service Corps program (TSC). The concept of ITBasic originated from focus groups and feedback from numerous medium to small New York City nonprofits who want to access their technology the way they access their lights - "Turn it on and it works!" The power to achieve this simplicity of operation is anchored in a hub and spoke model. Technical and operational staff managing the service is concentrated at the hub (NPower NY Data Center) and cost efficiencies are achieved for all the nonprofit spokes. One of these spokes is NPower NY! Our internal IT infrastructure is run and managed on the ITBasic platform and we use the same helpdesk our clients reach out to.

It may sound simple, but NPower NY has managed to squeeze a lot into ITBasic. Common hardware and software problems experienced at nonprofits -- ranging from virus threats to faulty configuration of gateways and routers -- can be detected, monitored and in many instances resolved by NPower NY staff remotely. All valuable data is also backed up over the wire to the ITBasic Data Center. ITBasic also offers help desk support for basic training in productivity software and Internet use, remote file recovery and assistance with technology planning. It is like having an IT professional on staff for a fraction of the annual cost.

ITBasic FAQs

Do you backup our data?
Your data will be backed-up daily to a backup system at our operations center. We conduct a complete backup weekly and incremental backup of new data nightly. Your data is saved on disk for a short period of time, and then to tape where it is moved once a week to a secure off-site facility. Data is retained for one month.

How do I get data restored?
Data backed-up in the last thirty days can be restored within a few hours by calling the help desk. Data older than that may take longer to restore . We also offer an ability for users to restore specific files on their own, without our intervention.

What do you backup?
We backup everything on the ITBasic server. User-generated data from shared partitions on individual workstations are mapped to the server, and is backed-up from there. This typically includes most useraccessed data such as My Documents, mail files, etc. Some partitions containing non-critical data on a workstation are NOT mapped to the server and so are not backed-up.

What about computer viruses?
The ITBasic environment has an enterprise-level anti-virus system that protects your systems against viruses, Trojan horses and other threats.

What do I do if there is a problem?
You call our helpdesk at 212.564.7010 x303. Standard helpdesk hours are from 9:00 am to 5:00 pm Monday through Friday. Extended helpdesk support is available until 8:00 pm through with our Premium package. You can also submit a ticket through our web-based ticket tracking system.

How quickly will you respond to problems?
Our ITBasic Service Level Agreement outlines our response times. They are based on the severity of the problem, with critical problems receiving immediate response, and less-critical problems handled according to a schedule.

What software comes standard with ITBasic?
We offer a standard configuration that includes Microsoft XP Professional, Microsoft Office Suite, Antivirus software, PDF -writing software, Image Viewer, Instant Messenger, and Spyware protection.

Can I add other software to the standard configuration?
We support many other software packages that can be included in the standard configuration. A complete list of these can be found on the NPower NY website. For software that is not on the list, we will conduct an evaluation to see if it is compatible with the service. Most are, and can be easily added. There is an additional charge per application for the installation.

What hardware is included with the package?
Our standard configuration includes Dell workstations, laptops and servers as part of the installation. The configurations can change based on individual organizational requirements and updates from Dell, but are currently as follows: Dell Optiplex workstations, Dell Latitude Notebooks and Dell Power Edge Servers.

How do you diagnose problems?
We monitor the service for problems through our monitoring systems, and are aware of many issues before you are. IT Basic also uses a system that allows us to access your computer from our operations center to diagnose and fix problems just as well as if we were there in person. In those cases when we can't solve the issue we will schedule a visit by a field support tech.