How long have you been in business?
Grassroutes Networking was founded in September of 2009. Our primary mission was to address the lack of local colocation providers for startups. Since then, we’ve grown into an enterprise infrastructure and managed services provider aimed at the small-to-mid size business market.
Where are you located?
Grassroutes Networking is currently located in North Raleigh, North Carolina. Our data center is also in North Raleigh, just off of Capital Blvd.
Do I have access to tech support 24 hours a day 7 days a week?
Our customers always have access to our technical staff around the clock if needed. Our normal support business hours are 8am – 8pm EST M-F.
What is the difference between Tech Support and Professional Services?
To help meet the needs of our customers, Grassroutes Networking offers both Technical Support and Professional Services. Frequently, customers wish to understand the difference between Support and Professional Services. The short answer is that Support is included in the price of your contract with Grassroutes. Professional Services, on the other hand, are not included in the scope of the contract and are billed at an hourly rate.
Technical Support
When you contract with us to monitor and manage your network or IT project, Tech Support is included in that agreement. You are always covered through Grassroutes Support in the event of an unplanned outage or simply if things are not working properly. Our support team is available to help you, answer questions, troubleshoot issues, and manage break fixes quickly, and efficiently.
To ensure that you are aware that we’re helping you with any support issue that you may be having, we’ve also established an SLA that we operate by:
Priority: Urgent – These are situations where service is unusable or unavailable and no work-around is feasible. A support representative will be assigned and acknowledge the request within 30 minutes (around the clock).
Priority: High – These are situations where service is degraded or unavailable, but a work-around is feasible for the immediate future. A support representative will be assigned and acknowledge the request within 1 business hour.
Priority: Normal – A support representative will be assigned and acknowledge the request within 1 business day.
Professional Services
Professional Services picks up where Technical Support leaves off. If, during your contracted engagement with Grassroutes you decide to have something new built or installed which falls outside the scope of the original agreement, it will be considered a service and will be billed as extra. At any time you can let us know what you want to accomplish and we’ll provide highly skilled professionals to design a solution, deploy it, and test it for you. It’s an excellent option for customers that are short on time or staff and want to outsource the work to our team.
Professional Services is great for cases where you want Grassroutes to take the driver’s seat. We can remotely access your system, install and activate the software, configure it for you, write scripts (or perform code review or modify your existing scripts), integrate with other systems, perform trouble-shooting for you, etc.
Are you HIPPA and PCI compliant?
Our data center is SSAE 16 SOC 1 Type II, PCI DSS 2.0 and HIPAA/HITECH certified. Our colocation and private cloud infrastructure is also compliant and we provide tools and technology to assist you with making the applications and programs that you put on our infrastructure compliant as well. We are happy to enter into a HIPAA Business Associate Agreement (HIPAA BAA) for any of our health services customers.
What type of security do you deploy to ensure my environment is always safe?
At the data center level, the following security features are present and enforced:
- Two-factor authentication required to enter facility (badge plus biometrics)
- Photo ID authorization verification plus security guard escort required
- 24×7 security camera monitoring
At the rack level, the following security features are present and enforced:
- Data center guard escort required
- Grassroutes personnel escort required for customer access
- Unique laser-etched keys with magnetic signature per cabinet (possessed by data center personnel only)
Within your physical or virtual environment, the following security features are present:
- Private network VLAN to ensure packet segregation
- Dedicated firewall to protect all traffic in and out of your network
- Certificate-based VPN for access to your network externally
What makes Grassroutes the right choice for my business?
Every one of Grassroutes’ employees, consultants and partners have either started a small company, worked for a small company or serviced the small to medium sized market. Because we’ve walked in your shoes, we understand your unique business needs and constraints much better than the big hosting providers who service huge corporations do. Our solutions, services and recommendations are designed with that in mind. We believe, and our customers have validated, that we deliver robust, scalable and secure enterprise-grade solutions that are custom-fit and small business budget friendly.