Question 1

How does the Nexus single-provider model work?

Accepted Answer

Nexus coordinates the design, installation, and management of the ICT systems in your agreed scope, including networking, security, healthcare communications, and smart building technology. A managed-service agreement can combine these services under one team and monthly fee. Hardware ownership, upfront project work, included services, and any additional charges are defined in your proposal and agreement.

Question 2

What is the first step to working with Nexus?

Accepted Answer

Start with a no-cost, no-obligation initial consultation about your facility and goals. If an on-site assessment is appropriate, we confirm its scope, deliverables, schedule, and any fees before the visit. The agreed assessment can document existing infrastructure, gaps, and risks to inform a scoped proposal and service pricing.

Question 3

Do I have to purchase any equipment?

Accepted Answer

Eligible hardware-as-a-service plans include Nexus-owned equipment in the monthly fee; other projects may use customer-owned or separately purchased equipment. Your proposal identifies included hardware, any upfront costs, ownership, and replacement responsibilities. Refresh timing and eligibility, including any five-year refresh provision, apply only when stated in the service agreement.

Question 4

What industries does Nexus serve?

Accepted Answer

Our primary focus is healthcare (hospitals, LTCFs, behavioral health, ambulatory care), commercial real estate (office, mixed-use, industrial), hospitality (hotels, resorts, senior living), and manufacturing. We have specialized expertise and authorized product partnerships for each sector.

Question 5

How long does a typical deployment take?

Accepted Answer

Early planning estimates are 3–4 weeks for a single-location network deployment, 5–7 weeks with video and access control, 8–12 weeks for a healthcare project including nurse call and RTLS, and 10–16 weeks for a phased multi-site rollout. These are estimates, not guaranteed completion dates. Confirm the schedule after a site assessment, equipment availability, design approvals, facility access, permitting where applicable, and agreed cutover or clinical phasing requirements.

Question 6

Do you offer month-to-month agreements?

Accepted Answer

Our standard service term is three years; shorter-term options are quoted with their own pricing and scope. Hardware without an upfront purchase is available only under eligible agreements, not every engagement. Your proposal defines the term, equipment ownership, initial charges, monthly fees, and exit provisions so you can compare the options.

Question 7

Can Nexus take over from our existing IT provider?

Accepted Answer

Yes. We manage transitions from existing providers, including documentation gathering, contract review, and a parallel-run period to ensure no service gaps during cutover. We handle all vendor communication on your behalf.

Question 8

How is monthly pricing calculated?

Accepted Answer

Pricing reflects facility size, locations, service tier, equipment, and the systems and support included. Your proposal itemizes the monthly fee and any setup or project costs. Support limits, coverage hours, exclusions, price adjustments, and scope changes are governed by the service agreement; unlimited support or fixed pricing applies only where expressly included.

Question 9

Are there any hidden fees?

Accepted Answer

We document included services and additional charges in the proposal and service agreement. Remote support, updates, configuration work, after-hours coverage, reporting, and planning reviews depend on the selected plan. Ask us to confirm support limits, excluded work, and approval requirements before signing; a monthly fee is not a promise that every possible service or expense is included.

Question 10

What happens if equipment fails?

Accepted Answer

Repair or replacement responsibilities depend on equipment ownership, warranty, and your service agreement. For covered hardware, Nexus coordinates diagnosis and replacement under the contracted support scope. On-site attendance, replacement timing, parts availability, and any charges are confirmed for the incident; urgent life-safety outages should follow your facility's escalation and contingency procedures.

Question 11

Is pricing per-location or per-device?

Accepted Answer

Pricing is structured per-location based on scope. Adding devices (cameras, access points, access readers) within the agreed scope doesn't change your monthly fee. Adding scope — like a new building wing or additional service tier — is priced transparently as an amendment.

Question 12

Can I get out of the contract early?

Accepted Answer

Early termination provisions are documented in your service agreement. Because hardware is financed over the contract term, early termination typically involves a hardware buyout. We discuss this transparently during contract review so there are no surprises.

Question 13

Do you offer volume pricing for multi-site clients?

Accepted Answer

Multi-site proposals can reflect efficiencies from coordinated deployment and centralized management. Any portfolio discount, per-location charge, minimum commitment, or excluded work is itemized in the proposal. We do not promise a universal discount percentage.

Question 14

What network equipment does Nexus use?

Accepted Answer

We standardize on Ubiquiti UniFi for all managed networking deployments — switches, access points, gateways, and firewalls. UniFi provides enterprise-grade performance at significantly lower cost than legacy vendors, and our Nexus cloud controller gives us centralized visibility across all client locations.

Question 15

What's your network uptime SLA?

Accepted Answer

Managed network services carry documented uptime targets defined in your service agreement, with service credits defined per agreement terms. Healthcare life-safety systems (nurse call, RTLS) carry higher-priority response targets for outages. Specific targets are confirmed per scope during the proposal.

Question 16

Do you manage internet connectivity (ISP)?

Accepted Answer

Yes. We manage ISP relationships, troubleshoot carrier issues on your behalf, and for eligible clients, provide primary and failover internet circuits under our own managed WAN service. We also audit your existing ISP contracts and can typically negotiate lower rates.

Question 17

Can you support remote and hybrid work?

Accepted Answer

Yes. We design and manage secure remote access, site-to-site VPN, cloud-hosted services, and SD-WAN for organizations with remote or distributed workforces. Security policies are enforced consistently whether users are on-site or remote.

Question 18

What is VoIP and do you support it?

Accepted Answer

Voice over IP (VoIP) converts traditional phone calls into data transmitted over your network. We design, deploy, and manage hosted VoIP and unified communications platforms — voice, video, messaging, and presence — as part of our ICT service portfolio.

Question 19

How do you handle network security?

Accepted Answer

Nexus scopes layered network security to the environment and selected services. A design can include firewall policies, VLAN segmentation, intrusion detection or prevention, encrypted remote access, and patch management. Monitoring coverage, alert categories, coverage hours, remediation permissions, and response targets are defined in the agreed plan; 24/7 NOC monitoring is included only where contracted.

Question 20

Can Nexus perform a telecom expense audit?

Accepted Answer

Yes. Our ICT Expense Management service reviews the invoices and contracts in your agreed scope to identify billing errors, unused services, renewal risks, and opportunities to discuss with carriers. Potential savings and recoveries depend on your records and carrier decisions; no average recovery percentage is promised. Any performance-based fee, savings calculation, exclusions, and no-savings fee terms must be documented in the audit agreement.

Question 21

What is Nexus 360?

Accepted Answer

Nexus 360 brings physical security systems such as IP video, access control, and security management into a coordinated service. The selected agreement defines which hardware, monitoring, maintenance, support, and applications are included, together with any separate project charges.

Question 22

What CCTV cameras do you use?

Accepted Answer

We deploy Axis and Hikvision IP cameras ranging from 1080p to 4K resolution with AI-powered analytics. Camera selection is based on environment: indoor fixed domes, outdoor IR vandal-resistant, PTZ for wide-area monitoring, and specialty cameras for license plate and facial analytics where permitted.

Question 23

How long is video footage retained?

Accepted Answer

Default retention is 30 days, stored locally on NVR hardware at your site. Cloud-based archive options are available for extended retention (90, 180, or 365 days). Retention policy is configurable per camera group for compliance requirements.

Question 24

Can I access cameras remotely?

Accepted Answer

Yes. The Nexus 360 mobile app and web portal provide live and recorded view from any authorized device. User roles control who can view, export, or configure cameras. All remote access is encrypted and logged.

Question 25

What access control credentials do you support?

Accepted Answer

We support proximity cards, smart cards (MIFARE, DESFire), mobile credentials (Apple Wallet, Google Wallet), PINs, and biometric readers. Most deployments use mobile credentials + PIN for touchless access with multi-factor security.

Question 26

Can security systems work without internet?

Accepted Answer

Yes. Access control systems operate offline with locally cached permissions — doors continue to grant/deny access even if internet connectivity is lost. CCTV continues recording to local NVR storage. Remote management and cloud features resume when connectivity is restored.

Question 27

What nurse call systems does Nexus deploy?

Accepted Answer

We sell, install, and support Jeron Electronic Systems and RCare nurse call platforms. Jeron is commonly used for wired clinical communications, while RCare provides wireless resident-safety workflows for senior living and long-term care. Nexus assesses the facility and recommends a system based on the care model, infrastructure, and project requirements.

Question 28

What is RTLS wander management?

Accepted Answer

Real-Time Location System (RTLS) wander management uses low-power wireless tags worn by at-risk patients to track their location and trigger alerts if they approach an exit or leave a designated safe zone. It's essential for memory care units, behavioral health, and pediatric environments.

Question 29

How does nurse call integrate with the EMR?

Accepted Answer

Integration depends on the selected nurse call models, software versions, and EMR platform. Confirm the supported interface, data direction, licensing, security requirements, and clinical workflow with both vendors before specifying an HL7 or other connection. Admission data or call-event documentation is included only where the exact systems support that workflow and it is configured and tested. Nexus can scope implementation and maintenance responsibilities in the project agreement.

Question 30

Are your healthcare systems HIPAA compliant?

Accepted Answer

Nexus designs infrastructure aligned with HIPAA Security Rule considerations: encrypted communications, role-based access controls, audit logging, and documentation that supports your compliance program. Final HIPAA compliance responsibility rests with the covered entity; we provide the technical safeguard documentation that supports it.

Question 31

What is the nurse call system response time SLA?

Accepted Answer

Nurse call outage response targets depend on the covered equipment, service tier, geography, and hours specified in your agreement. Confirm how to report an incident, when the response clock starts, escalation contacts, and parts or on-site coverage. Technical support does not replace your facility's clinical response, emergency procedures, or contingency plan.

Question 32

Can you retrofit nurse call into existing facilities?

Accepted Answer

Yes. RCare's wireless nurse call platform is specifically designed for retrofit into occupied facilities — no major construction, no conduit runs. Wired systems (Jeron) are typically deployed in new construction or major renovation. We assess each facility and recommend the appropriate approach.

Question 33

What smart building services does Nexus provide?

Accepted Answer

We deploy and manage: intelligent LED lighting with occupancy and daylight harvesting controls, IoT environmental monitoring (temperature, humidity, air quality, CO2), HVAC optimization controls, solar power management and BMS integration, and energy dashboards providing real-time consumption by zone.

Question 34

How much can smart lighting save?

Accepted Answer

Savings depend on the existing fixtures, operating hours, controls, occupancy, and energy rates. Nexus can model a project against a documented baseline and compare measured use after installation. A result reported for one manufacturing project is not a portfolio average or a guarantee for another building. Payback and rebates should be evaluated using the project's actual costs and the applicable incentive program's current eligibility rules.

Question 35

Do you help identify utility rebates?

Accepted Answer

We can help identify potentially applicable utility and other incentive programs and define application assistance in the project scope. Eligibility, incentive amounts, funding availability, and approval are determined by the program administrator. Confirm requirements before purchasing equipment or starting work; a proposed rebate is not guaranteed.

Question 36

What IoT sensors do you deploy?

Accepted Answer

Our standard smart building sensor suite includes: temperature and humidity, CO2 and air quality (VOC, particulate), occupancy (PIR and image-based), lighting level, water flow and leak detection, electrical submetering by zone or circuit, and equipment run-time monitoring for HVAC assets.

Question 37

What does 24/7 NOC monitoring include?

Accepted Answer

For plans with 24/7 NOC coverage, Nexus monitors the devices, systems, and alert categories identified in the service agreement. Coverage may include network health, connectivity, security-system status, and specified environmental alerts. Approved automated actions can address certain conditions; other alerts follow documented escalation procedures. Monitoring scope, remediation permissions, and technician response coverage are confirmed per plan.

Question 38

What are your response time SLAs?

Accepted Answer

Response targets are defined in your service agreement by incident priority, eligible service tier, covered locations, and coverage hours. The agreement also defines notification and acknowledgement requirements, when the response clock starts, remote versus on-site attendance, and exclusions. A response target is not a guaranteed resolution time. Life-safety outages must also follow the facility's emergency and contingency procedures.

Question 39

What does the monthly report include?

Accepted Answer

For plans that include reporting, reports can cover the managed systems' uptime and performance, relevant security events, support activity, capacity trends, and recommendations. Available metrics, recipients, and delivery schedule are defined in the service scope; reporting is limited to systems and data Nexus is authorized to monitor.

Question 40

What is the annual business review?

Accepted Answer

Where included in the service agreement, an annual business review brings Nexus and your leadership together to review performance, the technology roadmap, refresh needs, service targets, and planned facility changes. The agreement defines the review cadence, participants, deliverables, and any separately scoped advisory work.

Question 41

How do I submit a support request?

Accepted Answer

Support requests can be submitted via phone (24/7 NOC line), email, or the Nexus client portal. Priority 1 and 2 issues should always be called in. A ticket is automatically created for every contact and you receive real-time status updates throughout resolution.

Question 42

Is Nexus a UniFi installer in Illinois?

Accepted Answer

Yes. Nexus Communications Technology designs, installs, and supports UniFi Network, Protect, and Access for Illinois facilities from our Schaumburg headquarters at 1171 Tower Road. Call 847-443-9900.

Question 43

What is NXS UniFi360?

Accepted Answer

UniFi360 is Nexus's managed UniFi service: design, install, monitoring, firmware hygiene, and lifecycle support so your Network, Protect, and Access stack is treated as one system.

Question 44

Should we choose UniFi or Cisco Meraki for a healthcare site?

Accepted Answer

For many Illinois clinics, SNFs, and offices, UniFi delivers comparable Wi-Fi, switching, cameras, and door access without per-device cloud licensing. Meraki can still be right for some enterprise standards. We size both against your clinical VLANs, nurse-call, and security needs. See https://nexusct.com/news/unifi-vs-meraki-healthcare-networks.

Question 45

Can UniFi share a network with nurse call and RTLS?

Accepted Answer

Yes, when it is designed that way. We put UniFi Wi-Fi, cameras, door access, and healthcare systems on separate VLANs with QoS so a guest tablet cannot starve a Jeron or RCare path. That design is part of every healthcare UniFi job we bid.

Question 46

Do we need a Dream Machine or a self-hosted UniFi Console?

Accepted Answer

A Dream Machine or Cloud Gateway is enough for most single-building Illinois sites. Multi-building campuses, stronger HA, or an existing server room often do better with a dedicated UniFi Console or a gateway plus a separate NVR.

Question 47

Can you replace Cisco, Aruba, or Ruckus with UniFi without a weekend outage?

Accepted Answer

Usually yes, with a phased cutover: survey, stage the new switches and APs, migrate SSID by SSID, then remove the old plant. We schedule cutovers around first shift in Schaumburg, Chicago, and the suburbs.

Question 48

Do we still need a wireless site survey?

Accepted Answer

Yes for anything larger than a small office. Walls, medical equipment, racking, and freezer rooms all change 5/6 GHz coverage. Nexus performs predictive and on-site surveys before we lock AP counts.

Question 49

Does UniFi Protect replace a traditional NVR?

Accepted Answer

For most new Illinois jobs, yes. Protect records on a UniFi NVR or a gateway with enough drives, and operators use one console with Network and Access. If you already have Avigilon or Genetec, we can keep it and add UniFi only where it helps.

Question 50

Can UniFi Access run our existing doors and readers?

Accepted Answer

Often. UniFi Access handles many Wiegand and IP readers, maglocks, and request-to-exit devices. We verify strike power, fire-alarm release, and ADA operators before we bid.

Question 51

How many UniFi access points does a typical SNF or office need?

Accepted Answer

A 60,000 sq ft single-story office might need 15-25 APs; a two-story SNF is often 30-50 once corridors, courtyards, and dense resident rooms are counted.

Question 52

Who owns the UniFi hardware and cloud account if Nexus manages it?

Accepted Answer

Ownership depends on your agreement. Customer-purchased equipment remains customer-owned; eligible hardware-as-a-service plans may use Nexus-owned equipment. Your proposal should identify hardware ownership, account administration, access rights, and exit or transfer terms. For customer-owned deployments, we recommend an organization-controlled UniFi account with Nexus granted delegated access. Confirm the account arrangement for a Nexus-hosted or managed plan in writing.

Question 53

What happens to UniFi if the internet connection fails?

Accepted Answer

Local switching, APs, Protect recording, and Access door logic keep running on-site. Cloud management and off-site views pause until WAN returns. We can add LTE/5G failover.

Question 54

Can UniFi Talk replace our phone system?

Accepted Answer

UniFi Talk can replace a small office PBX. For hospitals, SNFs, or multi-site Illinois orgs we usually keep a purpose-built UCaaS or the existing Mitel/Cisco system and let UniFi handle data, cameras, and doors.

Question 55

Is UniFi appropriate where HIPAA applies?

Accepted Answer

UniFi can be part of a HIPAA-minded design: no guest/clinical SSID overlap, management on a jump VLAN, MFA on the console, disk encryption on NVRs, and written access reviews. UniFi is the platform, not the whole compliance program.

Question 56

How long does a UniFi install take?

Accepted Answer

A single-floor office is often 2-5 days after hardware lands. A full Network plus Protect plus Access stack in a skilled-nursing building is typically 2-4 weeks including survey, low-voltage, programming, and training.

Question 57

Do you only sell UniFi, or do you support it?

Accepted Answer

We install and support UniFi. A UniFi360 agreement can include monitoring, firmware maintenance, RMA coordination, and on-site Illinois service from Schaumburg. The selected plan defines included systems, coverage hours, response targets, on-site eligibility, and additional charges.

Question 58

Can we keep some existing cameras and add UniFi Protect?

Accepted Answer

Yes. Many sites run Protect on new wings and leave a working analog or OEM NVR in place until it ages out. We document both so security staff are not guessing which app has which door.

Question 59

How do you size UniFi switches and PoE?

Accepted Answer

We count every AP, camera, door controller, and phone, then add headroom for 6 GHz APs and PTZ cameras. We submit a port-by-port spreadsheet with the bid.

Question 60

Can several Illinois buildings share one UniFi console?

Accepted Answer

Yes. A headquarters console or UniFi Site Manager can manage Schaumburg, Chicago, and satellite clinics as sites, with local gateways so a WAN outage at HQ does not take down doors elsewhere.

Question 61

Do you stock UniFi, or is everything drop-shipped?

Accepted Answer

Common gateways, 24/48-port PoE switches, and indoor APs we can often stage quickly. Large NVRs, specialty outdoor APs, and Access kits usually ship to the job.

Question 62

Is UniFi actually cheaper than Meraki after three years?

Accepted Answer

It depends on the required features and quoted scope. Compare hardware, licensing, hosting, storage, installation, support, and replacement costs over the same three-year period using current vendor quotes. Nexus can prepare that comparison without assuming a universal savings percentage or a lower total cost for every site. Comparison: https://nexusct.com/news/unifi-vs-meraki-healthcare-networks.

Question 63

Can you design UniFi for a warehouse or plant in the suburbs?

Accepted Answer

Yes. High ceilings, racking, and EMI need different APs, often directional or high-density, and different switch placement than an office. We survey at operating height.

Question 64

How do you handle UniFi firmware on a live network?

Accepted Answer

We read release notes, stage in a maintenance window, and never click update all on a Friday before a census weekend. UniFi360 clients get a written window.

Frequently AskedQuestions.