General FAQ

Q. What is the best way to contact Jenaly for support?

A. If you are experiencing a technical emergency, please call the main office number at (603) 431-7864 an a live person will assist you.  If your call is after hours or everyone is on the phone, dial extension 301 to reach our on-call service.  If your issue is not an emergency, we recommend you send an e-mail to help@jenaly.com or visit the Client Care page on this web site.

Q.  What kinds of service plans do you offer and what do they cover?
A.  Our most popular and effective plan is called Hassle-Free VSA.  This provides for unlimited remote and on-site service as it pertains to your network and ensures that you get a true fixed-fee support cost.  We do offer alternative plans based on your IT needs.

Q.  I need a service that is not specifically listed on your website.  Does that mean you don’t provide it?
A.  No.  We try to cover our full range of services on our web site, however it is difficult to detail each and every type of service we provide.  Chances are, if you ask if we can do it the answer is YES, or we will find somebody for you who can.

Q.  You are located in Portsmouth, New Hampshire, are you able to provide services outside the local area?
A.  Absolutely.  Jenaly provides services to clients around the globe.  Many of our clients have multiple locations around the country. Our unique business model allows for full management of your systems regardless of your location.  Should you need an on-site visit, we have relationships with trusted partners around the world and can dispatch specialists to any location with guaranteed reliability and response times.

Q. Do you guarantee your services?
A.  Yes!  We are so confident in our services that all of our support plans come with a 90-day no-questions-asked guarantee.  We also unconditionally guarantee all our work.  If you are ever not satisfied with any work we perform, just let us know and we will work with you to insure your satisfaction, at no additional charge.  We also have strict Service Level Agreements that we provide with each agreement.

Q: Will you guarantee that I won’t have any technical problems or downtime?
A: No, we cannot guarantee that you will never have any technical problems or downtime; no one can. However, we will guarantee you will see a significant drop in the number of problems you experience and a dramatic improvement in the speed, performance, and reliability of your systems.  We also guarantee our response times based on the emergency and if you are on our Hassle-Free VSA plan, you will never see any additional invoices for maintaining your existing infrastructure.

Q.  How can I learn more about your services?
A.  Please fill out an information request form for details on specific services we offer.

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Backup and Disaster Recovery FAQ

Q.   What hardware and software is required for this solution?
A.  The VSA BDR appliance is a Networked Attached Storage (NAS) device.  Think of it like another server on your network.  It's a complete hardware and software solution in one device.  It doesn't even need a keyboard, monitor and mouse.  All it needs is power and a network connection.

Q. How often are my backups taken?

A. Backups may be taken as frequently as every 15 minutes or once a day.  For maximum benefit, we recommend taking the backups as frequently as feasible.  Most of our clients backup every 15 minutes.

Q. How easy is it to restore data from the VSA BDR?

A. Restoring data from the VSA BDR is as simply as copying files between hard drives.  That's one of the main benefits of the VSA BDR technology.  Unlike tapes, which take time to rewind, inventory and find the file that needs to be restored, finding files to restore from the VSA BDR is as easy as finding and copying a file via Windows Explorer.

Q. Where is the off-site backup data stored?

A. The VSA BDR sends data to two secure data centers, one located in Maryland and a second located in Arizona.  This accomplishes three things; 1) It gives redundant destinations for the data in the event Internet congestion is slowing data from reaching it's primary data center.  2) It provides redundancy for the safe off-site storage of your backup data and 3) It provides time zone advantages in the event you have a disaster.  If a disaster strikes at 5 PM Eastern time, the Arizona data center still has several hours to ship a replacement VSA BDR loaded with your data.

Q. Is my data vulnerable at the off-site data center?

A. No.  Your backup data is secured and encrypted using a private encryption key that is only known to you and Jenaly.  This means that while your data is stored at the off-site data center, the staff at the data center can only see that your backup files are there.  They are not able to see the data within these files.  This system meets all federal requirements for data security.

Q. How does the VSA BDR take over for my server, if necessary?

A. The VSA BDR uses advanced virtualization technologies to allow the backups stored on the device to be mounted into a virtual server that takes the place of the failed server.  Simply stated, your users will not know the server is running virtually on the VSA BDR as opposed to the original server they have always connected to. That's the real power of VSA BDR.

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Whaleback VOIP FAQ

Q.   Why is Whaleback different than other hosted providers?
A.  The main answer here is that Whaleback is NOT a hosted provider.  We provide you with a full managed IP telephony platform with on-premises equipment.  This gives you the performance, features, and reliability of on-site equipment with a fully managed solution to ensure you don’t have any issues or problems.

Q.  Isn’t VOIP unreliable?
A.  Almost 100% of Fortune 500 companies are running VOIP in some manner.  The reliability factor comes from hosted providers or those who do not have a quality control in effect over the internet line.  Whaleback provides dedicated bandwidth for your voice traffic, completely separating it from your data traffic, and is the only provider in its class to offer 99.999% reliability (called “Five 9’s” in the industry).

Q.  Will my monthly fee vary from month to month?
A. No.  The fees are per-user and are all inclusive of local, long distance, and 800-service if provisioned.  They even include taxes and fees!  Your bill will only change if you grow and add more users.

Q.  Does this Include International calling?
A.  No.  But if you do a lot of international calling we can provide you with the current rate chart.  Most International calls through Whaleback are less expensive than current US long distance rates.   Example:  Calls to Sweden are only $0.05/minute!

Q.  How long does it take to get installed?
A.  General rule of thumb is 4-6 weeks.  Most of the timeline is based on how quickly the internet provider responds to install the new line.  This may be able to be expedited in emergencies.

Q. Do I need to pay for the additional Internet line?
A.  No.  It is included as part of your plan.

Q: What happens if I lose Internet or have a power failure?
A: This is where Whaleback exceeds.  All equipment has the capability of running on a single UPS battery backup, powering the server, Internet, and even phones!  Should the Internet line fail, Whaleback has a technology called RAIL which can instantly fail-over to your data line.  Larger sites can get multiple additional lines.  In an emergency, we can even automatically fail your system over to a cell phone (or multiple cell phones).

Q.  What can you do for us in the event of a disaster?
A.  Whaleback can have a fully functional system to you within 24-hours, complete with all of your configuration and data (since it is automatically backed up nightly).  All you would need is an Internet connection and you could be 100% up and running at a different location.

Q.  What if I move my business?
A.  For a nominal fee, Whaleback will reprovision your Internet line at an alternative location.  All you would need to do is move your system from your old to your new site and be up and running, 100%.  Same phone numbers, setup, extension.  It would be invisible to your clients and vendors.

Q. Where can I see Whaleback in action?
A. Not only do we run it at our location, but we have fully functional demonstration kits, complete with server and phones, that we can demo at your location or we can arrange a visit for you to Whaleback's corporate office at Pease International Tradeport in Portsmouth, New Hampshire.  Yes, that's right, Jenaly and Whaleback are both located in Portsmouth, which gives us unparalleled direct access.  Try and find another solution that can do that!

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