FAQ
Frequently asked questions
The honest answers we wish more MSPs would give upfront.
About working with us
Most clients are fully onboarded in 2–4 weeks. Week 1 is documentation, monitoring, and credential transfer. Week 2 is user training and helpdesk handoff. Weeks 3–4 are knowledge transfer and stabilization.
Usually no, especially above ~75 employees. We complement internal IT — handling tier-1 noise, after-hours, vendor management, and strategy — so your internal team can focus on projects.
15 minutes for critical issues, 1 hour for high priority, 4 hours for normal. Measured publicly via your dashboard, with monthly credits if we miss.
Yes. All engineers, helpdesk, and SOC analysts are US-based and US-citizen. No offshore tier-0 routing.
One-year agreements with 30-day cancellation if we ever fail to deliver. We earn the renewal each year.
Pricing & billing
Per-user, per-month flat rate. The price is locked for your contract term — no inflation increases mid-contract, no per-ticket fees, no “out of scope” surprise invoices.
Hardware purchases, licensing (M365, etc.), and after-hours on-site dispatch are billed separately at our cost — we never mark up vendor pricing. Everything else is included in the flat fee.
Project work (e.g., M365 migration, network refresh) is quoted separately on a fixed-price basis. Maintenance of those systems after go-live is included in your managed services agreement.
Security & compliance
Yes — SOC 2 Type II. Report available under NDA.
Yes. We have multiple clients with each compliance regime and have shepherded them through audits with Big 4 and specialty firms.
You call our IR hotline (24/7). We have a senior IR engineer on the bridge within an hour with forensics tooling, legal contacts, and breach notification expertise.
Have a question we did not answer?
Email us or book a 15-minute call — no sales pitch, just answers.