Answers to all your questions in one place
Frequently Asked Questions
What is a Managed Services Provider (MSP)?
A Managed Services Provider (MSP) is an external IT partner that takes on the responsibility of proactively monitoring, maintaining, and supporting an organization’s technology infrastructure. Rather than reacting to issues as they arise, MSPs focus on preventing problems, optimizing performance, and providing continuous improvements to keep your IT environment stable and secure.
What kinds of businesses benefit from managed IT services?
What’s included in a typical MSP plan?
How does an MSP differ from break-fix IT support?
How does the onboarding process work?
Our onboarding process starts with a comprehensive assessment of your current IT infrastructure. We review servers, workstations, network devices, cybersecurity measures, and any industry-specific compliance requirements. Next, we collaborate with you to create a tailored onboarding plan that includes timelines, milestones, and communication protocols. This thorough approach ensures a smooth transition with minimal disruption to your daily operations.
Is there a minimum contract length or can we go month-to-month?
How do you assess our current IT environment before getting started?
What level of involvement is required from our internal team during setup?
What are your response and resolution times?
Our SLAs specify clearly defined response and resolution targets based on the severity of the issue. For critical (Tier 1) incidents—like major outages or security breaches—we aim to respond within 30 minutes to 1 hour, with a goal of restoring service as quickly as possible. Lower priority items may have longer response windows, but we always communicate timelines upfront and keep you informed until the issue is fully resolved.
Do you offer 24/7 support?
How do you handle escalations for critical issues?
Is there a guaranteed uptime or service availability commitment?
How is the cost for managed IT services determined?
We typically base our pricing on a few factors, including the number of users or devices, the complexity of your network, and the range of services you need (e.g., advanced cybersecurity, cloud management, etc.). During our initial discovery, we’ll evaluate your environment and create a custom proposal that aligns with your budget and objectives.
Do you charge a flat monthly rate or per-user/device fee?
What payment methods do you accept, and what’s the billing cycle?
What cybersecurity measures do you put in place to protect our data?
We take a multi-layered approach to security, which typically includes next-generation firewalls, advanced endpoint protection (antivirus/antimalware), intrusion detection systems, and multi-factor authentication (MFA) for critical systems. We also perform regular security audits, vulnerability assessments, and ongoing user training.
To learn more about our advanced threat detection, real-time monitoring, and additional security measures, visit our dedicated Cybersecurity Solutions page.
How do you handle incident response and breach notifications?
Do you help with industry-specific compliance (e.g., HIPAA, PCI, GDPR, CMMC)?
Do you provide ongoing security training for employees?
What backup solutions do you offer, and how often are backups performed?
We provide a flexible, cloud-based backup solution that can protect entire system images as well as individual files or folders. Depending on your needs, we can configure backups to run as frequently as every hour, daily, or weekly. This layered approach helps ensure rapid recovery from data corruption, accidental deletion, or system failure.
Where is our data stored, and is it encrypted?
How quickly can we recover data in the event of a disaster?
Do you conduct regular disaster recovery drills or testing?
How do you monitor our network and systems?
We use continuous monitoring tools to keep track of servers, endpoints, network devices, and critical applications in real time. Our system checks for hardware faults, performance bottlenecks, security threats, and other anomalies. Should an issue arise, we receive immediate alerts so we can investigate and resolve problems before they escalate.
Do you provide real-time alerts if an issue arises?
What preventive measures do you take to reduce downtime?
How often are software patches and updates applied?
Do you offer cloud migration and hosting solutions?
Yes. We work with businesses to assess their existing infrastructure, identify suitable cloud environments, and then plan and execute a smooth migration. Our services range from lift-and-shift (moving on-premise applications to the cloud with minimal changes) to fully optimized cloud-native solutions. We aim to minimize downtime during the transition and ensure your organization’s data and applications are secure and accessible once in the cloud.
Can you manage hybrid (on-prem + cloud) environments?
Which cloud platforms do you support?
How is data secured in the cloud?
Can you help us purchase or lease new hardware and software?
Absolutely. We maintain relationships with multiple hardware and software vendors to ensure you get the best pricing and options for your needs. Whether you prefer to purchase equipment outright or explore leasing options, we’ll handle the research, procurement, and setup—so you can focus on running your business.
Do you manage warranties and vendor support on our behalf?
Are there preferred vendors or brands you work with?
Can you assist with software licensing and compliance?
How will you communicate updates or project progress?
We use a mix of phone calls, email updates, and a dedicated ticketing system to keep you informed. For larger initiatives or projects, we schedule regular check-in meetings and provide progress reports detailing milestones, timelines, and any immediate action items. Communication preferences can be tailored to your organization, ensuring you stay in the loop on your terms.
Do you provide regular reports on system health, tickets, and performance?
Who can we contact for routine questions vs. emergencies?
Do we get a dedicated account manager or point of contact?
Can your services scale if our business expands or downsizes?
Yes. Our managed IT services are designed to adapt as your organization’s needs change. Whether you’re adding new locations, hiring more staff, or even reducing your footprint, we can quickly adjust your service level and resource allocation. This flexible model helps ensure you only pay for the capacity and support you actually need.
How do you handle adding new locations or remote offices to our plan?
Is it easy to adjust our service levels as our needs change?
What if we have custom software that needs special support?
What happens if we want to switch providers or move IT in-house?
We understand that business priorities change. If you decide to transition to another provider or bring your IT operations in-house, we’ll work closely with your team to ensure a smooth handover. This typically involves sharing network documentation, transferring credentials, and coordinating with your new IT partner to minimize disruption.
