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.
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'
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.