FAQ

We provide a lot of services, which means you probably have a lot of questions. That’s why we’ve compiled them all here with answers to help.

Business Equipment

What type of business equipment do you offer?

We offer a full line of Toshiba Multi- functional Printers.  Both Black & White and Color options for small, medium and large workgroups, Lexmark printers and MFP’s.  Both Black & White and Color desktop options as well as systems for mid to large workgroups, and KIP and HP for your wide format needs.

What type of financing options do you offer?

If you are purchasing, we offer payment through Cash, check, credit card (Visa, MC, Am Ex, Discover)

If you are leasing a machine, We are one of the few companies that provides an In-house leasing option which allows us to be flexible today and down the road when you are ready to upgrade your system with the latest technology. We also can lease through a 3rd party leasing company.

What is your service response time?

HIG understands that up-time and productivity is important to our clients and partners; therefore, we provide a 4 hour response time guarantee.

How do I place a service call?

There will be an HIG Identification sticker on the front of your equipment referencing the phone number to place the call as well as the ID# that should be referenced when placing that call.  Please let our Service Dispatcher know a description of what issue you are currently experiencing along with any codes that are displayed on your system.

You can complete an online form or give us a call (717) 652-3310.

Will HIG provide training to our users?

Yes!  Your dedicated sales representative will schedule training with you at your convenience to make sure you users feel comfortable with their new system(s).

IT Services

When does emergency hours begin?

Business Week:

Monday – Friday 7:00pm – 6:30am

Weekend Emergency Hours:
Friday: 7:00pm – Monday 6:30 AM

What is our emergency hours’ rate?

$240 an hour

How do you submit a Helpdesk Ticket?

You can submit a helpdesk ticket via:

Support Line: 844.CALL.HIG (844-225-5444)

Email: helpdesk@higherinfogroup.com

Website: http://www.higherinfogroup.com/it-services/submit-a-helpdesk-ticket/

*Please note: If you put any support issues you are having in the TeamViewer comments, this is not the same as submitting a Helpdesk Ticket and response is not guaranteed.

What is the average turnaround time for initial contact after a helpdesk ticket is received?

Someone from our Helpdesk Staff will be in contact with you within 4 hours of your helpdesk ticket being submitted.

What is TeamViewer and why do I need it?

TeamViewer is the software Higher Information Group uses for Internet-based remote access and support. TeamViewer software can connect to any PC or server, so we can remote control into your PC as if we were sitting right in front of it.

Where Can I download TeamViewer?

You can head over to our Helpdesk Support page or go straight to http://support.higherinfogroup.com/ to download the software.

Where can I find my TeamViewer ID?

Your TeamViewer ID is a 9 digit code located in your TeamViewer application window.

 

How do I access my server from home?

If you are having trouble accessing your files on or off site please submit a Helpdesk ticket and one of our team members will connect you to your server.

How do I get my emails on my phone?

If you are having trouble accessing your emails on your phone, please submit a Helpdesk ticket and one of our team members will help you set-up your email.

What type of Monitoring services do we provide?

We provide consistent network and server monitoring which includes but is not limited to, Email (spam and mail flow), network (bandwidth utilization, up-time, quality of service, and intrusion detection*), Server performance monitoring (memory CPU, hard-disk, and network), as well as Essential Services (Exchange, DNS, and Active Directory). If any of these services fail we will be notified and can fix the issues.

Mail & Print

What resolution should I save my photos and graphics?

Resolution should be set at 300 dpi.

What does dpi mean?

DPI is the amount of ink dots per inch.

What is a vector image?

Vector images are a creation of digital images through a sequence of mathematical formulas that place lines and shapes in a given two-dimensional or three-dimensional space allowing for more flexibility and are ideal for graphics that frequently require resizing like a logo.

What is the difference between PNG and JPEG?

Both are raster image types, biggest difference between the two is that PNG can have a transparent background and is generally larger and higher quality, making PNG ideal for icons, logos or anything that would benefit from a transparent background. JPEG is best used for basic web photos.

What file format should I use when submitting my electronic document for printing?

PDF (Portable Document Format) is the preferred file format when submitting digital documents.

What is a proof?

A proof is a print designed to show the quality and accuracy of the original file submitted, ensuring everything is positioned correctly.

Why do printed colors look different from the colors on my screen?

Printers and computer monitors produce colors differently. Monitors use RGB (red, green, blue) which supports a much wider spectrum of colors. Printers use CMYK (cyan, magenta, yellow, black) which can generally match 85-90% of the colors found in RGB.

What is the difference between CMYK and RGB?

CMYK (cyan, magenta, yellow and black) refers to the inks digital presses mix together to make colors on your printed job. RGB (red, green and blue) are colors of light a computer screen mixes together make colors on your screen.

How do I go about getting an estimate from you?

Submitting an online quote form is the best way, or you can contact us at 1.800.562.7002

Web Services

How long does it take to build a website?

It depends as a lot of factors must be considered when building a website, the typical time frame is usually between 2 to 3 months, however this is just an estimate and can change depending on how interactive a client is with us throughout the entire process.

What platforms do you build your websites on?

We build Custom HTML websites as well as WordPress.

Do you work with other platforms like WordPress, Joomla or Drupal?

Unfortunately we do not. We are strictly WordPress and custom HTML sites

Can you help me update my existing website that another web firm built?

Absolutely! We can help you edit, update or even completely rebrand your existing website.

Can you help me write content for my website?

Yes, our content writers will get to know your business, brand and audience to help create strong SEO content that will resonate with your audience.

Can you help me source photos for my website?

Yes, we have access to an extensive library of photos and illustrations as well as in-house graphic designers and photographers that can create custom images to fit you website’s needs.

Do I own my website?

Yes, your website is completely yours.

Can I see my website while it’s in development?

Of course! Our design team will work closely with you, providing you with mockups, demos and a link to your new website during every step of the design process so you’ll never be in the dark about the progress of your site.

How do I update my website?

Well, there’s a couple ways -if your website is built into a CMS, we will provide training throughout length of your contract as well as a training manual, or call/email one of our webdesign experts to make the changes for you.

How many pages can I have on my website?

As many as you’d like, however, the more pages you have less storage space you will have for hosting.

Do you re-design existing websites?

Absolutely! Our web design team will work closely with you to redesign, rebrand or rebuild your current website, making it better, stronger, and faster than ever.

Web Hosting

What is managed hosting?

Higher Information Group will update all security, WordPress Core, Plugin & Module updates making sure your website is at the latest version.

Where is my website hosted?

Your website will be powered by FlyWheel.

What type of server does Higher Information Group use?

FlyWheel.

How is my website backed up?

Nightly, and holds 30 days worth of back ups. If built in wordpress, there is revision control by page to restore individual pages.

Will you provide a full copy/backup of our site if requested?

Yes, we are ready to provide full copies or backups of your website upon request.

Document Storage

Where Do I login?

You can login at: https://clients.hostingharrisburg.com/. You will need to enter in you credentials (Username, Password, and Company) to successfully login.

Is There a Tutorial?

Yes, once you login you will be able to view the tutorials in the “Demo Tutorial” section in the right sidebar.

What is the minimum requirement for physical storage space in our warehouse?

You will have 75 cubic feet to store your boxes at one of our facilities.

What size boxes does Higher Information Group offer?

STANDARD CARTON MODEL #450

  • 12W x 15L x 10H

LETTER TRANSFER MODEL #451

  • 12W x 24L x 20H

<a href= “link” class=”btn toggle- btn”> Learn more about our carton options </a>

How do you know Higher Information Group’s facilities are secure?

We have implemented systems and procedures that ensure your documents are well protected, such as a card swipe system, 24/7 monitoring, and a Fike Fire System so your documents are not damaged in the event of a fire. All of this security does not hinder our ability to retrieve your documents in an efficient and timely manner.

<a href= “link” class=”btn toggle- btn”> Learn more about our facility </a>

What is the folder request/scanning turn-around?

Our turnaround time for retrieving your boxes and having them ready for pickup or delivery is 24 hours.

For emergencies you can call the main line, 717.652.3310, and ask for a rush service (4 hours) during normal business hours if available. Please note that a rush fee will be applied.

How to Schedule a Pickup?

Go to our form Schedule A Pickup and fill out the necessary fields, or call 717.652.3310.

Shredding Services

What kind of shredding services do you provide?

We provide both on-site and off-site shredding, as well as recycled shredding.

Does Higher Information Group supply locking containers for documents until a pickup is scheduled?

Yes, we have 36 inch, 64 gallon and 95 gallon containers lined with a heavy duty bag and lockable door to keep your documents safely inside. Each container is clearly labeled for its purpose and serialized, making them perfect for weekly or bi-weekly pickups.

Do I have to remove rubber bands, staples, paper clips or other fasteners?

No need to remove fasteners of any kind.

Are there any restrictions on the color or type of paper I can place in the shredding security containers?

No sorting is necessary.

What items should I be shredding?

Anything that contains personal information of clients, customers or employees that is no longer needed should be properly disposed, such as:

  • Financial/payroll records
  • Personnel files
  • Legal documents
  • Cancelled checks
  • Account/medical records
  • Computer printouts with customer, client or employee information
  • Aged/expired marketing and advertising material
  • Aged bank and company statements/invoices
  • Aged accounts receivable and accounts payable documents
  • Inventory lists
  • Correspondence and memos
  • Customer lists
  • Aged tax records/business records
  • Price lists
  • Expired credit cards
  • Unused ID cards
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WE WOULD LOVE TO HEAR FROM YOU

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