Frequently Asked Questions:

What’s for dinner?
Are we there yet?
To be or not to be?
How did that clown ever get elected?

Seriously, if you don’t see your question answered below, contact us!

FAQ Categories

Even More Frequently Asked Questions:

What’s for dinner?
Are we there yet?
Brother can you spare a dime?
To be or not to be?
How did this clown ever get elected?
How can we help you?

Seriously, if you don’t see your question answered below, contact us!
We are here to help.

FAQs

IT Services

No, we no longer do break/fix IT work. After providing IT services since 2000, we have learned that well-managed organizations are willing to commit the IT resources on an ongoing basis. IT maintenance and support is simply NOT something that you can attend to occasionally, hoping for the best until disaster strikes.

Here’s an analogy. It’s like you’re swimming in the ocean and have a problem – a cut foot, a shark bite or drowning. And now you’re asking if we are an EMT. We’re lifeguards, not EMTs. We keep the area safe for swimming, prevent sharks, keep some band aids on hand, teach you how to swim, etc. When you hire us as lifeguards, you won’t likely ever need EMT services (unless you swim outside the buoys).

Yes, we are available for work on IT projects. By definition, projects can be planned and scheduled in advance. Contact us to talk about your specific project and we can provide a quote for the project’s specific scope.

No. But if you have an IT agreement with us, send in a support ticket. We will contact you to figure out the best course of action.
No, we do not provide IT support to private individuals.
No, there isn’t a waitlist. However, onboarding of new clients takes some time. Before we take on new clients, we provide a technology assessment so that we all agree on the state of the current network and potential future needs. Once we know what you’ve got and where you’re headed, then we know how we can help and deliver what we promise.
Yes. (Now take a deep breath.) We can work with you to try and recover data from catastrophic hardware failure. But you may not need that. There is a good chance your data can be recovered from your backup system. Please tell me you have a backup system.

We offer a variety of data backup systems and strategies for differing levels of size and need. All of our IT agreement customers will have a backup system in place. If you’re not currently on an IT agreement with Alternative, contact us to talk about your backup system.

Yes. We maintain an inventory of PCs and virtual desktop endpoints, along with essential networking infrastructure equipment.

We wish. We are an authorized distributor for several manufacturers (Dell, Microsoft, etc.), but in today’s internet economy, it is not unusual for internet behemoths (Amazon or Best Buy) to have lower prices than we do. (This is true for all local retailers.) The advantage of buying hardware through Alternative is that we provide specific guidance on compatible systems, ensure that warranties and licenses are properly registered for your organization, and install the equipment in your office. For nonprofits, we often work through TechSoup or other special programs for discounted hardware or software.

If you have a backup system, we can help.
Yes, it does. Our agreements have guaranteed response times, depending on what is affected. We have a technician on-call 24/7 for emergencies.
Yes, deeply. Because our focus is maintenance, we sleep well when we know that our servers and workstations are patched, the antivirus is updated, and data is backed up.

We answer phones weekdays from 8am to 5pm.

Chocolate. Just kidding. If we recently saved your ass, then refer us to a friend who works at another nonprofit organization or progressive small business in the area.

No, sorry. We don’t provide this as a service (you can’t do everything!). We may have a recommendation based on our own experience or based on interactions with other customers.

Our Managed IT agreements require on-site work at first. Depending on the situation, we may recommend and perform regular visits for an initial period. Eventually, however, we find regularly scheduled visits counterproductive. Staff can get in the habit of saving problems instead of reporting problems to our helpdesk as they arise. We are happy to schedule an on-site visit when necessary.
Our staff is HIPAA trained and certified. We can supply a Business Associate Agreement on request.
Many of our customers use Mac computers or a mix of Macs, PCs and tablets. We can support all these devices. Linux has become less common for us in recent years. However, we still may be able to assist offices running Linux, depending on what the needs are.
Yes, we provide a range of Microsoft Cloud Solutions. In addition to having team members with certifications in various Microsoft products, we have a long-standing history of managing Microsoft Exchange server, Office 365, and migrations between the two. One of the benefits to having a Managed IT agreement with Alternative is that we can handle all of your Microsoft licensing.
Yes. We appreciate Google’s generosity in making cloud-based applications available to nonprofits at no cost. For customers with data historically housed in MS office environments with old-school institutional procedures, we are careful to recommend planned migrations to this platform. We may be radical in our politics, but we are conservative with our customer data. We usually build in a pilot phase so that customers can see the significance of a platform migration.
Yes. We provide virtual desktop infrastructure (desktops) hosted in our data center. This can be a great solution for multi-site organizations that need to share data and resources efficiently, save money and make technical support available to staff at multiple locations.
Yes, all of our IT services have security components. From firewalls to backup systems to two-factor authentication, protection of data is always a top consideration. In addition to security hardware components which we set up and manage, our Managed IT clients can receive staff training. We also offer a Security Assessment tailored directly to your specific operational concerns and staff roles.
Yes, we can work with your staff on a project basis to institute a two-factor authentication process for staff that can help provide security for both your cloud and on-premises applications.

Because of the complexity of IT, we sometimes need to perform an onsite Technology Assessment to ensure accuracy prior to providing a quote for services. It needs to be understood that diagnosing issues and recommending solutions is often the hardest (or longest) part of technical help. It involves the same technicians who implement the solution and bring all their years of experience to the issue at hand. So, yes, we sometimes charge for a quote, but that quote is itself a deliverable. Some or all of the Tech Assessment cost may be waived if we perform the work.

It depends. We do not hold certifications for all brands, but we can solve most issues.
We’d be happy to help you manage the move, but that may not mean physically moving the computers. We often will move servers and routers and switches, but not the workstations. A move quote usually involves a phone call and a visit to both the old and new sites. Often there is a need to check cabling and arrange carriers. If you’re moving, contact us!
We are “carrier agnostic” but we usually will have a recommendation for you. It all depends on your location and needs. We have decades of experience working with ISPs that serve our area, which translates into finding the best match for our customers in terms of service and price of internet provider services.
Yes. We are willing to work under, over or alongside your IT staff. Sometimes you just need a little help from your friends.

Telephones

No. For on-premises systems we almost always recommend NEC – for quality, longevity and reliability, they are unsurpassed. In some cases, we recommend our Cloud Phone system. The recommendation is always based on the customer scenario, site cabling, staff usage patterns, etc. 

It all started over 20 years ago, when we were researching manufacturers during telecom’s tumultuous decade of the 1990s. As telephone systems went from analog to digital, and more features were incorporated, it was clear that NEC was committed to R&D, and ongoing support. That decision to work with NEC turned out to be a good one, as other “biggies” (AT&T, Lucent, Nortel, etc.) have disappeared from the office market. 

Under certain circumstances yes. If you are having a problem with one of these systems, give us a call and we may be able to look into it.
Yes, we always have a few in stock, and a list of favorites that our staff uses and recommends.
Yes. We carry several models and can assist you with cabling for conference rooms and integration of conference phones into your telephone system.

Telephone Maintenance Agreements (TMA) can be compared to insurance. For a small monthly fee, you can be assured that you can call us anytime for a long list of covered services and parts for your telephone system. Without the TMA, we still consider you a valued customer, and we will troubleshoot any issue remotely or send a technician as necessary, at our standard hourly rates.

SIP trunks can be a smart choice for organizations that have premises based (PBX) telephone systems. SIP trunks are virtual phone lines that use an internet connection to access the public telephone network (PSTN). We can provide excellent options for SIP trunk connectivity for nonprofits and progressive small businesses with existing phone systems.

Let our support department know as soon as possible! That will give us a heads up as to the variety of needs you will have. We can help manage your technology move (including your carriers!) so you are up and running smoothly at your new site. Also, be sure to download our Moving Guide.

We will always recommend a reliable carrier for you. It will depend on your location and usage needs. We are “carrier agnostic”. This is important. We are not beholden or predisposed to any particular carrier. This approach ensures customers get recommendations they can trust.
Often, but not always. The benefit of working with us for carrier needs is frequently in the small print or the little extras. For example, because of our experience and extensive contacts in the industry, we know the current prices. More importantly, we can often get installation fees waived, more minutes included, or shorter contract lengths. Perhaps the primary benefit is less tangible – when we arrange a carrier, we serve as project manager and technical contact. We know the jargon and understand the details needed to make an installation go as smoothly as possible. That’s big!

Yes, we are a Competitive Local Exchange Carrier (CLEC). We are regulated by the state of California Public Utilities Commission, and provide regular reporting to applicable government agencies. As a carrier, we provide Cloud Phone services to our customers.

No, sorry.

Those, my friend, are public policy and lobbying, and their children. See the Public Utilities Commission website for an authoritative explanation: https://www.cpuc.ca.gov/surcharges/.

Easy. We can provide a quick tutorial on your Cloud Phone customer portal. Just email telecom@alternativetechs.com.

Yes, we have many customers for whom we have integrated multiple sites, taking advantage of shared equipment and shared carrier services. We will happily come out and visit your sites in person in order to provide our best recommendation and a quote.

Yes, we have links to manuals and some user guides here. If you don’t see what you need, or need assistance determining information about your phone system, make a ticket by clicking on the red “Tech Support” button.

Cloud Phone Service

Not at all. One simple form starts the process of transferring your telephone number(s). And we’ll need to know more about your existing telephones (a photo will probably do). Fill out a contact form and we’ll get in touch.

Calls to Canada are included in the service, but for other nations, international per-minute rates apply. Need to know an international rate? Just ask – we can send a current rate sheet.

Sure. We can add an app to your smartphone so that it can function much like a desk phone when you are away from your office. It may be possible to have an app that is used in place of your deskphone. It can be configured to connect via the office Wi-Fi, or through your cellular network.

Yes, we usually have several models in stock for both NEC and our cloud phone installations.

California Teleconnect Fund

Yes, we are a carrier approved by the California Public Utilities Commission to provide carrier services at a discount to eligible nonprofits. Note, however, that since July 1, 2019, voice services are no longer eligible to receive the CTF discount. CTF discounts are still available for internet data services to CTF-approved entities. 

Yes. We understand the intent of the program and recent revisions that can affect currently approved organizations and future applicants. We would be happy to look at your programs and see if we can help you with the CTF application process, or make other recommendations to assist your organization in getting better bandwidth options for its programs and services. 

Your monthly internet service bill should show a line item credit.
Procedures vary by carrier. The onus is on you to request it. We recommend that you keep careful records of your request(s), since the CTF discount is available to you from the date of your approval in the program. We have helped numerous customers receive backdated discounts!

Cabling

Yes, we have experience in providing low-voltage cabling for various brands of modular furniture and desk systems.

Cable classification is determined by the data throughput speed and distance. For most current uses, Cat 5E is adequate. However, because of increasing use of video and reliance on cloud services, most customers are choosing to install Cat6 or Cat6A. As for Cat7: it was fairly popular in Europe for 10GBASE-T over copper applications. But, it was never recognized by the TIA/EIA, partly because Cat6A came out and took care of the 10G issue with RJ45 and 8P8C compatible termination hardware. So Cat7 never took hold here in North America. TMI? All our cabling jobs nowadays utilize Cat6A cable. 

We used to have a guy named Sparky who worked with us… just kidding. We are a state-licensed low voltage cabling company. We do not handle 110 or 220 electrical wiring or outlets.
Yes, we can clean up spaghetti! That’s what happens over time in a lot of cabling closets. It’s a problem because messy cabling and poor labeling can lead to neglect (“I ain’t touchin’ it”) and mistakes (“I thought it was plugged in”) and even provide homes for vermin. Tidy cabling closets are part of good technology infrastructure. We can help.
We don’t typically provide CAD-style data signal plans. We do work closely with architects, builders and contractors to review and recommend low-voltage plans for telephones, computers, alarm systems, etc. For work we perform, we can provide a copy of “as-builts” on existing plans.
Yes. We can test existing cabling, just as we test cabling that we install ourselves. We use Fluke testing equipment and can generate paper or electronic reports to identify issues in your wiring infrastructure.
Yes. We can install low-voltage cabling for your audio-visual needs, including HDMI cabling for an overhead projector or wall-mounted television screens, speakers mounted in the ceiling, microphones, and any controls that may be part of the system.
Yes, we design and install small huddle rooms (2-5 people), board and conference rooms (6-20 people) and larger multipurpose event spaces.
The ongoing needs of alarm systems (monitoring) are distinct from our services. Count on us to assist your alarm vendor with any low voltage cabling the system needs.
Yes, we install cabling for security cameras and can securely mount cameras. We don’t typically get involved with DVRs (digital recording) nor the software controls.

Guglielmo Marconi, inventor of the wireless! ☺ (This is the only emoji!)

We provide quotes for free, and do not charge for site visits necessary to provide quotes. If you need specialized consultation and design help, we can also provide that for a reasonable cost.

About Alternative

Yes. Most of our outreach is to nonprofits; however, we recognize that good, important work is not limited to those with a 501(c)3 designation. Doctors, lawyers, and architects’ offices, as well as small shops and bakeries (even salami makers) are among our client list.

Our rates vary depending on the type of work you need from us. We have always offered special rates for nonprofit organizations. Contact us for an estimate on your specific technology need.

Yes. For true service emergencies after hours, call our main number and follow the prompts to reach our on-call technician.
Sometimes – it depends on the project. Contact us to discuss your situation, and we can take a look at your needs and provide a quote, or a referral to a local business that specializes in residential projects.
While the majority of our clients are in San Francisco and the East Bay, we work all over the greater Bay Area, from San Jose to Santa Rosa to Sacramento. We also support satellite offices of national nonprofits in Los Angeles, Chicago, New York and Washington, DC.
No, Alternative Technologies concentrates on office technology infrastructure – keeping phones and networks up and running so that nonprofits and small businesses can stay focused on their missions. Contact us for recommendations to web developers.

For many years we provided an annual free e-waste pickup service. We continue to work with a local nonprofit partner which operates an extensive service to refurbish, recycle, resell or donate office hardware to worthy causes. Contact the site nearest you:

East Bay
E-Waste Collective
620 Page Street
Berkeley, CA 94710
(415) 883-1428

Marin & Sonoma
E-Waste Collective
42 Digital Drive, Suite 3
Novato, CA 94949
(415) 883-1428

SF & Peninsula
E-Waste SF
2915 16th Street
San Francisco, CA 94103
(415) 483-6868

We support all of our clients with professional support at a fair rate. You can trust us to give our best professional-level advice not tainted by profit motivations. We often give professional recommendations at no charge, but we do not have a policy for any extensive pro bono work. It is simply not sustainable to do so. However, our staff selects several nonprofits each year to whom we contribute financial support.
Just ask! We have more than you would want to call.
We care. It’s that simple. Alternative’s staff is steeped in experience with nonprofits, and we are rewarded on a daily basis by knowing all of the good work our clients are doing for our community.
Just ask any one of us. Many of our staff have been here for longer than we care to admit! Ten of our staff have been here for more than 15 years each! That’s a testament to our commitment to our employees and their families, and to the positive and rewarding experience it is to come to work here every day.
No, though we work with a culture of compassion and benevolence found at many nonprofits. We believe that nonprofit organizations do some of the most important work in our society, and deserve the best office technology, and kind, prompt service. This was our founding ideal and is our ongoing mission.

Keep an eye on our Careers webpage. We are growing, and are regularly hiring for new positions. We also advertise on Indeed.

Many of our staff are now working remotely, but none started that way. Typically, our co-workers have worked first in our Berkeley office or as a field tech visiting clients. Then, after a year or more, many have transitioned to a remote work role.
We occasionally have short-term positions available, including internships, part-time or temporary positions.
Although we respect the work of recruiters in the job matching process, we prefer to evaluate individuals who take the initiative and find us on their own. Therefore, we do not work with recruiters.

All Cloud Phone customers can pay their bills online. Other invoices cannot be paid online at this time. To make a one-time credit card payment, contact our accounting department at accounting@alternativetechs.com.

Sure, contact us with your building’s requirements.

Maybe! We have a small budget each year for nonprofit donations. Send your event info to officemanager@alternativetechs.com.

From time to time we have equipment available for donation. It’s usually refurbished, and provided only to truly needy organizations.
No. However, our technicians have a reputation for providing very clear explanations and helping our customers understand the technology they use. You can learn from us, but not in a class.
That depends how you measure! Alternative Technologies has operated in the black since 1989. We have helped thousands of nonprofits over the years, and currently support more than 5,000 computer and telephone end-users under active management. Alternative Technologies staff currently hovers around 40 people.
No. We are kept busy supporting many of the world’s greatest organizations right here in the Bay Area.