Here you will find a hand selected list of frequently asked questions raised by our website visitors over the past 24 months.

What are the benefits of having an account manager appointed to our account?

Account managers at Lyon are responsible for caring for all client needs. These needs range from ticket escalations, purchasing and procurement, IT budgeting, IT Strategy, monthly/quarterly account management meetings and to overall ensure the health of the account throughout the year. The account managers otherwise act as a central point of communication for all escalations.

What is the different between inclusive onsite support services and fixed onsite support services? How regularly do these visits take place?

Inclusive onsite support service is offered with all tiered agreements and allows the engineer to attend the client premises where an issue can not be fixed remotely. Depending on the nature issue and the applicable service level agreements associated with each Tier the attendance will be facilitated within 30 mins and up to 3 days. 

In contrast fixed site visits provide a schedule time window where a member of the engineering team will be present at your offices for deskside support. These packages range from half a day a month to a day a week and depend on the requirements of the business. 

Are all of your daytime engineers UK based? Does this also apply to your out of hours team as well?

Yes that's correct. In fact all of our engineers whether in-hours or out-of-hours are all UK based with the majority working in and around London. We do however have a few engineers and operational staff that are UK based and work permanently remotely to the office.

What sort of response times do you achieve with your out of hours support service? How late can we possibly contact you?

Currently we are answering calls within 3 rings, but contractually agree an SLA of up to 80% of calls answered within 60 second answer time. Our response time is within 2 hours. This can be reduced to under 15 minutes with the OOHP bolt-on. The service operates 24x7 around the clock and the engineers are readily available to answer your calls. 

How familiar are your engineers with our industry and the sector specific software that our staff use?

One of the main benefits of partnering with Lyon is that we only serve businesses in the creative industry. This in turn means that most of our engineers regularly are not only exposed to the same software but also have experienced the same issues, errors, solutions and outcomes elsewhere and it's more likely for them to diagnose and to identify the solution in a more reasonable time windows. Furthermore most of the engineers are specifically trained by our senior engineering team on how to interact with creative industry software and solutions which allows us to remain up to date with the industry consistently. 

What do you classify as professional services and how does this compare to managed IT services?

Managed IT services help businesses with the day-to-day running, maintenance, and support of your IT needs on an on-going basis. You need technology that works today, tomorrow and beyond. Managed Services ensure your IT is helping you achieve your business goals at all times.

Professional IT services help businesses overcome specific challenges through a dedicated project, such as a cloud migration or the deployment of new hardware.

Briefly speaking; Managed Services is an on-going support package tailored to fit your organisation’s needs whereas Professional services is a short-term engagement to complete a specific project.

Can you name a few more services that fall into the professional service category so I can understand this better?

Typically fixed term projects such as full Microsoft 365 Exchange Migration, Microsoft Teams Telephony Implementation using Operator Connect or Direct Routing, Microsoft Azure Virtual Desktop Infrastructure or Azure VDI migration, Cyber Security Plus Certification, ISO27001 Certification, New Server/Storage Hardware Implementation and Migration are typically a few titles which also fall in the same category as professional services. 

How often do your technology architects meet with us to discuss the future of tech and our business?

Your appointed account manager and our technology architects typically review your upcoming tech requirement for the following 36 months on an annual basis. This allows them to draft the IT strategy for the following 3 years and to constantly review and update the plan every 12 months.


What is the difference between disaster recovery and business continuity?

Whilst disaster recovery develops a plan of action to deal with situations when a disaster strikes e.g. a Powercut, internet outage, server failure etc. A business continuity plan concentrates on ensuring your business is able to continue whilst critical aspect of the IT infrastructure are being restored in the background e.g. catering for a secondary internet line, making available a second premises for the employees to work from, providing offsite stand-by workstation or laptops in the event where the office is no longer accessible. 


Do you provide a full infrastructure audit and does this fall into the professional category services as well?

Yes that's correct, whether you're a client of ours or not we offer a variety of IT audits ranging from Full IT Infrastructure audit, Cyber Security Audit, Telephony Audit, Network Infrastructure Audit, Electrical Infrastructure Audit and so much more. This always allows you to be aware of the gaps present in your infrastructure along with specific recommendations which are made against each downfall.

We're now fully gearing towards a hybrid working model and need to understand how the cloud can help us achieve just that?

This really depends on the nature of your business and the requirements that come with it. With that in mind if you are planning to introduce a hybrid working model where your staff are able to access your data, servers and services from anywhere around the world we highly recommend exploring the opportunity of migrating various parts of your infrastructure to the cloud. We design and deliver solutions that enable secure, efficient, cost-effective hybrid working and cross-site collaboration — all while supporting the complex, data-hungry technology stacks that are central to AEC businesses and the creative market.

I've heard that ongoing costs with servers and workstations hosted in the cloud can quickly increase monthly outgoings, is that true?

This certainly can happen with poor platform management and financial planning for the cloud solution. With the right team of highly skilled and experienced tech advisors we can almost guarantee your cost per employee whilst operating in the cloud on a monthly basis thus avoiding any abnormal fluctuations in cost. 

We're thinking of entirely giving up our office space and going fully remote with the occassional meeting to happen in the city, is that possible?

Technology is transforming the way the Architecture, Engineering and Construction (AEC) industries work. Whether in the cloud or in a native format, technology is the key to this revolution. This has allowed many businesses to fully operate remotely without having the need for hours upoen hours of commuting to the office or any expenses associated with renting office premises. A few of our clients over the past 24 months have decided to fully migrate their data either to the cloud or our Tier 2 datacentres where they continue to access their infrastructure remotely and delivery their projects seamlessly. 

What's the difference between a private and a public cloud IT infrastructure? Can you explain this in basic terms?

Simple speaking, public cloud is more cost efficient and private cloud offers improved security and control. Public cloud removes financial pressure on companies by eliminating platform management costs. However, private cloud allows organisations to have more control over their data and its security.


We're a business that relies heavily on good graphics cards and GPU's, how are you able to replicate this in the cloud?

Cloud virtual desktop infrastructure nowadays offer virtual graphic processing units otherwise known as vGPU's. These platforms use a variety of graphics solutions ranging from NVIDIA’s Tesla V100 GPU, NVIDIA Tesla M60 GPU, AMD Radeon Instinct MI25 GPU and NVIDIA Ampere A100 80GB Tensor Core GPUs. Therefore no matter your requirement you will find a compatible virtual GPU for your needs. 


Do you offer Cyber Security training for our staff? How often does this training take place?

Your staff are at the helm of your organisation, representing the enterprise and working with private and business information daily.

Cyber security awareness courses are an effective approach to ensure the correct cyber processes are followed. It minimises risk and maintains your organisations information secure against cyber attacks.

These awareness courses take place on an annual basis and are only offered to Tier 3 customers inclusively.

Do you recommend Red Team Testing or Penetration Testing? What is the difference?

To answer this question, it's important to understand the areas both approaches have in common. Both tests are designed to identify security downfalls in your business' security posture. The penetration tester works with your business' IT team to run through a list of checks and tests to identify the weakness of various IT infrastructure platforms within your business. On the other hand the red team specifically attempts a breach on your organisations cyber security. Only a few individuals in the business will be made aware of this targeted attack. This targeted attack, arranged by the business itself, will demonstrate a realistic visual of how your business will deal with similar breaches.

What are the biggest cybersecurity threats right now?

By far bank transfer fraud and ransomware are the top two widespread cyber security threats most businesses are having to deal with right now. Bank transfers need to follow strict rules within a business and to run through multiple security mechanisms before they are approved for payment. In contrast, to combat against the ongoing increase in ransomware not only superior anti ransomware software such as Sophos Intercept X should be present across your workstation and server infrastructure. As well as that a variety of backup methodologies need to be deployed to ensure that the ransomware is unable to spread further and to minimise the chance of its occurence. 

Can you help our business with cyber security certifications? How often does this need to be reviewed?

Cyber security certifications for businesses such as Cyber Essentials or Cyber Essentials Plus have become common place in the UK. Most businesses have signed up to these certifications and have ran through the rigorous requirements of such certifications. 

Cyber Essentials and Cyber Essentials Plus are to help businesses secure themselves against well known online threats. 

These schemes where introduced and supported by the government with the help of the Information Assurance for Small and Medium Enterprises (IASME) consortium and the Information Security Forum (ISF). 

The requirements for both certificates are updated by IASME on an annual basis and businesses requiring to maintain their level of certification are required to be audited on an annual basis. 

Lyon has partnered with IT Governance (itgovernance.co.uk), by far the largest certification provider in the UK, delivering in the region of 5,500 certificates per annum, to deliver an end to end solution for business wishing to be certified. 


What level of cyber security insurance do I need to cover my business in the event of a breach?

Cyber risk, cyber liability or more commonly referred to as cyber insurance is a form of insurance cover which has been introduced to secure your business in the digital age against security and malicious breaches initiated on your IT infrastructure. 

The level of cover varies on several factors depending upon whether your business carries out work only in the UK, EU or rest of the world, whether your business collects, process or store customer data, whether you require GDPR investigations, data security breaches, business interuption or ransomware to be covered too?

Given the plethora of options we'd recommend that you speak to one of our friendly account managers on 0207 112 8504 to understand your requirements so that we can advise the best cover. This would then allow you to approach your insurance company with all the required information for all your needs. 

Fibre leased lines are still not available in our area, are there any alternatives you would recommend?

Fibre leased lines are spreading very quickly in and around the capital and major cities in the UK. However there are still many areas which have not seen a full coverage for fibre leased lines. In contrtast some business also may find the cost of a leased line too difficult to fit into the annual IT budget. A few providers however have accelerated their coverage in and around London offering reasonably priced contended fibre solutions such as HyperOptic, G-Networks and Virgin. 

With the above in mind if fibre in its entirety is not available in your areas you may wish to explore other technologies such as VDSL or WiMax. Be sure to give our account managers a call on 0207 112 8504 where they can guide towards the right directtion. 

Given the sudden surge of applications such as Zoom, Google Meet and Microsoft Teams what are the best options for our video conferencing rooms?

Almost all audio/video conferencing providers such as Zoom, Webex, Vonage, Microsoft Teams, 8x8 and Google Meet offer a variety of appliances which can otherwise deliver a fully functional hardware solution for your meeting rooms. 

With a myriad of options to choose from the right solution will depend upon the wider communication and collaboration solution which your business currently uses. 

We're technology agnostic on this front and would only recommend the right solution for your business. Please get in touch with one of our account managers so that we can help you identify the best solution for your needs.

I've been told by BT that my current telephony solution will no longer be supported by the end of 2025 and I need to upgrade with their cloud telephony solutions, what does this even mean?

BT announced that from 2020 ISDN networks will no longer be available for sale however they will continue to operate up until 2025 where all ISDN and PSTN circuits will be terminated. This means that well before this date all businesses will need to transition to a VOIP solution. VoIP or Voice over IP is a telephony solution which utilises the internet for calling rather than the public switching network. 

In practice you would need to identify a suitable VoIP telephony provider and to migrate your current telephone numbers over to them. Once the telephone numbers have been ported you're then able to utilise a VoIP solution to make and receive phones calls. 

Over the past 10 to 15 years many business have already made this move however if your business still is in the very few that require to be migrated to the cloud get in touch with one of our account managers so that we can help you choose the best solution. 

What are your recommendations for a telephony solution, on-premise, cloud or a hybrid model?

This highly depends on the nature of your business, the number of calls you make or receive, office and remote internet connectivity, overall available bandwidth, call quality expectations, whether your employees all work from a single location or multiple locations, whether remote working has been fully implemented, the number of countries you operate within and the various features you may require from a telephony system. Considering the number of elements which can affect the choice we recommend that you give one of our account managers a call on 0207 112 8504 so that they can understand your requirements better and to provide you with suitable advice.

Our wireless works fairly well however coverage in certain areas of the building is poor. We also need help to deploy a suitable guest wireless solution, can you advise the best option?

Wireless signal can often become a challenge depending on the nature of the material used in the building and of course the building layout. With that in mind there are many more external factors which can affect wireless coverage and to have a better understanding of your current network coverage we would recommend a wireless survey is carried out which would present you with a full heat map of your building displaying wireless strength and any areas which you're building is lacking wireless coverage. Following on from that we're able to advise on how we can effectively combat the lack of full coverage. 

 As for the guest wireless network, most wireless solutions offer integrated guest management that isolate each individual guests connection from the rest of the network. We would recommend that you opt for a full wireless survey where we can then evaluate the coverage, security level of your existing wireless solution and any additional features which can otherwise be enabled or designed to meet your needs. Please get in touch with one of our account managers on 0207 112 8504 to book a wireless audit. 

How do you communicate the changes to the business terms and conditions to your customers?

Any changes to our business terms and conditions are communicated 30 days in advance to all of our customers. A full outline of the changes including updates, amendments and additions is posted on our website https://lyon.tech/terms-and-conditions/updates and communicated via email to our customers. 

What's the difference between Terms and Conditions, Terms of Service, Terms of Use?

"Terms and Conditions", "Terms of Service" or "Terms of Use" essentially mean the same thing. There's no meaningful difference between these two terms.


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