Frequently Asked Questions

Where does Velo provide service?

Our headquarters are in Dallas TX, and we have fully staffed offices in Houston TX and Lafayette LA. While most of our clients are in Texas and Louisiana, we currently serve companies in 13 states domestically and 4 countries worldwide, with the ability to offer on-site services to our clients in all major markets.  

How do you handle remote offices?

Velo actively supports remote offices (branches) for clients throughout the US and around the globe. While our data show that 99.98% of service requests are resolved remotely, we recognize on-site support is occasionally required, and is critical when needed. As such, while we directly serve most of our client locations with our own Velo team members on-site, we have established trusted contractor relationships in most major metro markets in order to provide on-site service throughout the U.S. and in major markets worldwide.

How many people make up Velo?

We have a total of 27 amazing team members across the Dallas, Houston, and Lafayette markets. Meet them here!  

How experienced are Velo’s engineers?

Our engineers have a combined total of 160 years of professional IT experience, averaging 11 years of experience per engineer (even our youngest engineer has over 5 years of experience!). Not only do we hire experienced professionals, but we encourage them to keep learning throughout their careers. We do this by providing a robust training and continuing education program with monthly time dedicated to training and development. The continued education, certification achievement, and constant desire to improve is what sets our engineers apart from others.  

How does Velo handle recruiting?

Velo continually invests in attracting, selecting, training, and retaining the best talent in our industry. We pursue excellence in our selection process, all starting with a great passion for team building from our Founder and CEO, Taylor Toce. We have built a recruiting and selection system which helps fuel our growth. We regularly search for people who are in alignment with our core values who can also execute on producing an impressive result for our clients. This has resulted in a cohesive, aligned, hardworking team with an unparalleled culture.

How does the switch from another provider to Velo work?

Very smoothly, actually! Having conducted regular client onboardings for many years, Velo has developed (and has continually improved) an onboarding plan which comprehensively addresses all the various areas of IT infrastructure coming into Velo’s management and control. This includes quarterbacking all the communication with your prior provider to gather information and transfer information to Velo. We also conduct a series of baseline assessments to give us an indication of immediate improvements we can make to the IT environment. This onboarding information allows us to start supporting your critical business technologies successfully right out of the gates. Within the first 60-90 days we will conduct your first Velo IT strategy meeting where we build an IT plan for your business. This is when the fun begins and the partnership between your organization and Velo starts to gain altitude!  

Will we experience any downtime when switching to Velo?

No extended downtime is required to switch from your current provider to Velo. Any brief downtime as the result of updating systems or installing our management tools (typically as simple as a reboot) will be coordinated to happen after hours at a time appropriate for you. If we are migrating hosted servers or systems from your current provider to Velo as part of the onboarding, we will coordinate any necessary migration related downtime to be off peak hours and after hours as necessary.  

How long does the onboarding process take?

Velo’s onboarding process takes 7 days to complete and comes in two main parts: pre-onboarding and onboarding day. Pre-onboarding is the process of information gathering and validation, typically starting 7 days prior to your onboarding day. In these 7 days, we gather information about your systems, so we are prepared to conduct an effective onboarding day. Then comes our favorite day, onboarding day! On onboarding day we “flip the switch,” and Velo becomes your managed services partner. We like to make sure the relationship starts off on the right foot, so we love to come in on onboarding day with several members of Team Velo and host a town-hall lunch for your team. We use this brief time to introduce ourselves and learn more about the IT “pain-points” in the organization so we can start helping (and building trust with your team) right away!

What is the fee for onboarding?

Velo does not charge an onboarding fee as long as a client is committing to a 3-year agreement. We are happy to offer shorter terms if desired, but these shorter terms would be subject to an onboarding fee typically equal to 1x – 2x the total of the monthly managed services fee.

What types of clients does Velo handle? How do I know if my company and Velo are a good fit for each other?

We handle clients in almost every industry. Check out our “Who We Serve” tab for some specifics. Most of our clients are technology-dependent and have between 10 and 200 users. We have yet to encounter an industry that we couldn’t work with.

What if we need to move offices or open new offices – who manages that?

We can help you through the whole process. We’ve got a comprehensive checklist of items that should be done both before and after moving. We’ll take care of your technology and make sure you are fully up and running on time in the new office.

What makes Velo different than other MSP’s or it partners?

We are a true partner to our clients. Their success is our success. We want them to have the most productive workdays possible, so we do everything we can to both solve and prevent IT problems using our unique Velo Method. A big part of our culture is that we are constantly striving to leave a positive impact on each client.  

What is the Velo method?

The Velo Method is a scientifically proven approach to delivering a secure and predictable IT environment. Our support, security, strength, and strategy engineers work together to ensure each client is following our comprehensive list of best practices. This method is what keeps your technology environment running smoothly, so that you can focus on production.

What’s included? What is considered out-of-scope?

Velo is completely focused on delivering our managed services package, The Velo Method, with around-the-clock service 365 days a year. Everything you need to keep your existing IT environment running and secured is included in the fixed monthly per-user fee. New projects and hardware/software purchases will be planned for and priced separately from the managed services agreement. Projects such as upgrading your servers, installing a new firewall, moving or opening a new office, would be initiatives outside the ongoing scope of the managed services agreement, and would be quoted as needed.

Does Velo bill hourly for support?

We believe a per-hour pricing model creates a conflict of interest between the client and the MSP. With this type of pricing, the MSP is getting paid extra for every problem that arises. They have no incentive to be proactive and prevent problems from occurring in the first place. By charging one flat fee, without limits to the amount of support you can receive, Velo is showing we have every incentive to make your IT infrastructure run as smoothly as possible making your workday, and ours, more productive.

How Much Does Managed IT Services Cost?

One of the first questions we get asked when meeting with a prospective client is about how much managed IT services cost. The cost of managed IT services can vary greatly depending on the complexity of your IT environment, your business demands, how many technology users you have, additional projects you may need to execute, and the list goes on. For more information checkout this article: How Much Does Managed IT Services Cost?

What is managed detection response (MDR), and does Velo offer it?

MDR Services are included as part of our Managed Security Services program, The Velo Method. Through our experience, we have learned MDR services are critical to all businesses in order to prevent attacks from getting a foothold in your IT systems. To learn more about what is included in our program, take a look at our Managed Security Services Guide.

What is a security operations center (SOC), and does Velo offer it?

Velo’s Houston TX based Security Operations Center (SOC) analyzes security traffic for clients under the Managed Security Services program as part of The Velo Method. A well-tuned SOC is responsible for reviewing security logs and events from your IT environment and determining what is legitimate traffic and what traffic might be a security threat. Our award-winning SOC uses a combination of artificial intelligence (AI) and real human intelligence (IQ) in order to filter through these security events and stop threats as early in the kill chain as possible.

What security features are included in Velo’s managed security services program?

Included with a client’s fixed monthly per-user rate, Velo includes an advanced compliance-ready security stack ready to start securing your IT environment just moments after onboarding. To learn about the details and specifics of this security stack, take a look at our Managed Security Services Guide.

What optional security services are available?

While our Managed Security Services program, as part of The Velo Method, provides comprehensive security coverage for most businesses, we recognize some companies might need extra coverage in key areas. Often these items might be related to certain industry compliance requirements or corporate security guidelines. In these cases, Velo offers advanced managed security services such as enterprise Data Loss Prevention (DLP) and Penetration Testing services. These advanced DLP and Penetration Testing services are optional security components outside of what is included in our Managed Security Services program.  

Do you recommend cybersecurity insurance?

Yes, we strongly recommend cybersecurity insurance to all clients. Velo’s cybersecurity program provides many layers of protection, but we must remember that the threat actors are always trying to stay ahead of our protections. Even the most thoughtfully prescribed cybersecurity defense can be breached. Cybersecurity insurance should be viewed as another element of your defense posture in ensuring your company can have the resources needed to recover in the event of a cyber-attack.

What is the difference between cybersecurity services and cybersecurity insurance?

Cybersecurity services will ensure the risk of a cyber-attack is minimized, but insurance will help you get back on your feet if something bad ever does happen. Think of this as car insurance. You need to get your car serviced for it to run smoothly (oil changes, tire rotations, etc.), but car insurance is essential in case something out of your control happens, like a car accident. Regular maintenance will help prevent a problem from happening in the first place, but in the event of a cybersecurity incident, insurance will put your company in the best position to recover.

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What is the Velo Method and how does it benefit my business?

The Velo Method is a uniquely proactive approach to IT management developed by Velo IT Group. It focuses on reducing IT issues and creating a predictable IT environment for clients. This method benefits your business by ensuring that your IT infrastructure is always running smoothly, minimizing downtime, and allowing you to focus on core business activities rather than IT management challenges.

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Can Velo IT Group support my business if we already have an internal IT team?

Yes, Velo IT Group can support businesses that already have an internal IT team. They offer additional resources and support to complement your existing IT staff. By collaborating with your IT personnel, Velo combines their institutional knowledge with the expertise of their managed IT services team to provide the best of both worlds, enhancing your IT capabilities without replacing your current team.

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What types of cloud services does Velo IT Group offer?

Velo IT Group offers a variety of cloud services, including hosted applications, storage, and email in their secure virtual private cloud environment. These services are designed to provide businesses with scalable, flexible, and secure IT solutions that support growth and innovation.

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How does Velo IT Group ensure the security of our data?

Velo IT Group ensures the security of your data through a comprehensive managed security services program. This program delivers a defense-in-depth strategy, protecting clients from a wide variety of threats. They utilize advanced security measures, including managed firewall services, to protect business data from internet threats and attackers, ensuring your information remains secure and compliant with industry standards.

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What is involved in the managed IT services provided by Velo IT Group?

The managed IT services provided by Velo IT Group involve a proactive and comprehensive approach to IT management. This includes support, security, maintenance, and strategic guidance to ensure your IT infrastructure supports your business goals. Their services cover everything from IT support and cybersecurity to regular maintenance and strategic IT consulting, all aimed at reducing IT issues and creating a stable and predictable IT environment.

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Can Velo IT Group assist with Microsoft Office 365 migrations and management?

Yes, Velo IT Group can assist with Microsoft Office 365 migrations and management. They provide consulting and migration services to help businesses transition to Microsoft Office 365, ensuring a smooth and efficient move to this cloud-based suite of productivity applications. Their expertise includes planning the migration, executing the transition with minimal disruption, and managing the Office 365 environment to optimize performance and productivity.

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What is the Velo Method in Managed IT Services, and how does it differ from traditional IT management?

The Velo Method is a uniquely proactive approach to IT management that focuses on reducing IT issues and creating a predictable IT environment for clients. Unlike traditional IT management, which often reacts to problems as they occur, the Velo Method is designed to prevent issues before they happen. This approach ensures that IT systems are always running smoothly, thereby minimizing downtime and allowing businesses to focus on their core operations without being hindered by IT-related disruptions.

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How can Velo IT Group's Managed IT Services free up my team's time and resources?

Velo IT Group's Managed IT Services free up your team's time and resources by taking on the burden of IT management. This includes proactive monitoring, maintenance, and support, which reduces the frequency and impact of IT issues. As a result, your internal team can spend less time dealing with IT problems and more time focusing on strategic initiatives that drive business growth and efficiency.

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What are the core components of Velo IT Group's Managed IT Services?

The core components of Velo IT Group's Managed IT Services include:

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Support: A world-class team of IT professionals providing outstanding customer service.

Security: Advanced managed security services delivering a comprehensive defense-in-depth strategy.

Strength: Regular maintenance and alignment of clients’ IT environments with best practices.

Strategy: Strategic planning and reporting to create a forward-looking IT roadmap.

These components work together to provide a comprehensive IT management solution that covers all aspects of a business's IT infrastructure.

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How does Velo IT Group ensure comprehensive IT support without overage charges or hidden fees?

Velo IT Group ensures comprehensive IT support without overage charges or hidden fees by including all aspects of IT management in a fixed monthly fee. This pricing model motivates Velo to minimize IT issues since they do not charge extra for additional support. This approach aligns their interests with those of their clients, ensuring a stable and predictable IT environment with transparent costs.

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How does the strategic alignment process work to improve my IT infrastructure's efficiency?

The strategic alignment process involves compiling a Velo Method alignment report, which assesses the current state of your IT infrastructure and identifies areas for improvement. This report creates a roadmap for making your IT systems as efficient as possible, focusing on aligning your technology with business goals, optimizing performance, and ensuring that your IT environment supports your company's long-term success.

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What is included in the fixed monthly fee for Managed IT Services?

The fixed monthly fee for Managed IT Services includes unlimited IT support, cybersecurity measures, regular maintenance, strategic IT consulting, and access to the four service delivery teams (Support, Security, Strength, and Strategy). This fee covers all necessary services to manage your IT infrastructure effectively, without any additional charges for overage, on-site trips, or usage fees.

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What is the process for onboarding new clients into the Managed IT Services program?

The process for onboarding new clients into the Managed IT Services program involves a comprehensive assessment of the client's current IT infrastructure, followed by a strategic planning session to align IT goals with business objectives. Velo IT Group then implements any necessary changes to optimize the IT environment, ensuring a smooth transition with minimal disruption to the client's operations. This process is designed to integrate Velo's services seamlessly with the client's existing IT setup, providing immediate benefits and a foundation for long-term success.

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What types of IT projects does Velo IT Group specialize in?

Velo IT Group specializes in a wide range of IT projects, including server upgrades, backup and disaster recovery systems, cloud migrations, firewall upgrades, Office 365 migrations, network upgrades, and VoIP phone system implementations. Their services are designed to provide turnkey solutions that meet the specific business objectives of each project.

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How does Velo IT Group ensure IT projects are delivered on time and on budget?

Velo IT Group ensures IT projects are delivered on time and on budget by leveraging their deep understanding of client IT environments, which allows them to accurately estimate costs and timelines. Their approach involves meticulous planning and execution, with a focus on delivering projects that meet the defined business objectives without exceeding the agreed-upon budget.

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Can you explain the Hardware as a Service (HaaS) model and its benefits for my business?

The Hardware as a Service (HaaS) model offered by Velo IT Group allows businesses to get the hardware, software, and services they need with zero capital investment. This model provides an all-inclusive monthly rate, which helps businesses avoid surprise IT expenditures and enables better budgeting and financial planning. The HaaS model also ensures that businesses have access to the latest technology without the upfront costs associated with purchasing new equipment.

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What kind of support does Velo IT Group offer for cloud migrations?

Velo IT Group offers comprehensive support for cloud migrations, including planning, execution, and management of the migration process. They specialize in moving data and/or applications to their secure, private hosted cloud service, ensuring a smooth transition with minimal disruption to business operations. Their expertise includes handling all aspects of the migration, from initial assessment to post-migration support.

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How does Velo IT Group approach backup and disaster recovery solutions?

Velo IT Group approaches backup and disaster recovery solutions by implementing robust systems designed to protect business data. Their services include setting up data backups both on-site and offsite, with swift recovery options to ensure business continuity in the event of data loss, natural disasters, or cyberattacks. Their goal is to add a layer of protection that keeps businesses operational under any circumstances.

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What services does Velo IT Group provide to improve network security?

To improve network security, Velo IT Group provides sophisticated managed firewall services that offer compliance and granular control over network security. Their advanced managed security services deliver a comprehensive defense-in-depth strategy, protecting clients from a wide variety of threats and ensuring comprehensive security for SMBs.

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What is the process for starting an IT project with Velo IT Group?

The process for starting an IT project with Velo IT Group involves initial consultation to understand the business's specific needs and objectives. Following this, Velo IT Group conducts a thorough assessment of the existing IT infrastructure and develops a project plan that outlines the scope, timeline, and budget. Once agreed upon, they proceed with the execution of the project, maintaining close communication with the client throughout the process to ensure alignment with business goals.

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How does Velo IT Group work with clients to plan and execute IT infrastructure upgrades?

Velo IT Group works with clients to plan and execute IT infrastructure upgrades by first conducting an assessment of the current infrastructure to identify areas for improvement. They then develop a comprehensive upgrade plan that aligns with the client's business objectives and budget constraints. Throughout the upgrade process, Velo IT Group's project team collaborates closely with the client, ensuring that the project is executed smoothly and that the upgraded infrastructure meets the desired outcomes for efficiency, security, and performance.

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