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Frequently Asked Questions


Following are some answers to questions we frequently receive about our products and services. Should you discover anything within this FAQ that is not covered, or anything that you would like more information on, please contact us, and we will be glad to reply.


Questions

Q1: Can your technical staff be present on-site?

Q2: Why and how is KAES better than other firms?

Q3: How quickly do you respond to issues?

Q4: What security is in place when KAES connects to its clients' databases?

Q5: Can a small company truly provide better service than a big global corporation?


Answers

Q1: Can your technical staff be present on-site?

Given today's technological environment, it is very rare that our technicians must be physically present at a site to do their work. That said, although we do most of our work remotely (i.e. via dial-up or VPN connection), we can arrange for technical staff's presence at our customer's locations, whenever required or desired.

Q2: Why and how is KAES better than other firms?

Simply, it is a matter of skill and experience, along with a "secret ingredient": passion. Not only do we bring extraordinary techinical competence to the fore, but we also know that going the extra mile means also ensuring our clients' Oracle investments perform at their strongest. Creating an empowering IT environment that is an asset rather than a liability is among our foremost objectives, and is truly what sets us apart from other firms.

Q3: How quickly do you respond to issues?

The maximum response times are dictated by the Service Level Agreements (SLAs) we enter into with each of our clients. These agreements reflect our clients' needs, and reflect the maximum response time appropriate to their Oracle technology investments.

That said, most times our responses to issues involving our clients' Oracle technologies occur in what could be called "negative time." In other words, our diligence enables us to respond to an issue before it has even been noticed and/or reported by our clients.

Q4: What security is in place when KAES connects to its clients' databases?

We completely adhere to our clients' established security policies, while also implementing our own security measures. It is our view that the security of client data is paramount, and this fact is constantly represented in our work. One element of our comprehensive security scheme involves the use of VPN or direct dial-up connection, to ensure that connections are validated on the customer's end. In most cases, both connection types are established, to provide for a fall-back option should the primary connection type experience a failure. Moreover, we conduct regular internal security audits to ensure we consistently protect client data and confidentiality.

Q5: Can a small company truly provide better service than a big global corporation?

Definitely! KAES is a stellar example of how a company can be simultaneously focused and agile, and how that can lead to a wide range of empowering business benefits for those who procure our services. The types of benefits that are inherent to "going small" with KAES are presented in more detail here.

 
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