FAQ
Questions every IT director asks before signing.
No marketing fluff, concrete answers on contracts, response times, hand-overs, audits, and what happens if it doesn’t work out.
Engagement model
How working together looks.
These are the contractual / commercial questions. Pricing-specific questions are answered in detail on the Pricing page.
An MSP runs IT for businesses as a service, proactive monitoring, helpdesk, security, and strategy, billed at a predictable monthly rate. No per-incident charges, no break-fix surprises.
Twelve months rolling. After the first year you’re on a month-to-month basis with 30 days written cancellation notice.
Co-managed IT is one of our most common engagements (about 30% of our book). We augment your team where you need depth (security, cloud, after-hours) and stay out of the way otherwise.
At Professional tier and above, yes, a named account manager plus a documented escalation chain.
Yes. We hand over documentation, credentials, configurations, and a 30-day transition plan. No hostage data, no last-minute ‘recovery fees’.
Onboarding & operations
What the first ninety days look like.
Onboarding is the riskiest part of any MSP relationship. Here is exactly what to expect from us.
Two to four weeks, depending on complexity. We document everything, deploy our monitoring + EDR stack, and run a knowledge-transfer workshop with your existing team.
No, we work with your team for the first week, then take handover credentials in a documented, time-boxed transfer. Everything goes into our secrets vault with audit logging.
Monthly KPIs: tickets opened/closed, MTTR by severity, uptime, security posture score, and CSAT. Quarterly business reviews aggregate these against goals.
P1 within 15 minutes (24/7), P2 within 1 hour, P3 within 4 business hours, P4 within 1 business day. Every contract spells this out.
Yes, most of our clients have hybrid or fully remote workforces. We handle endpoint management, secure access, and helpdesk regardless of location.
Compliance & security
For regulated industries.
If you’re in healthcare, finance, defence, or working towards a framework, these matter.
Yes. We support SOC 2, HIPAA, PCI-DSS, ISO 27001, and CMMC readiness, including evidence gathering, control documentation, and auditor coordination.
Standard for healthcare and any client with PII. Our legal team has signed off on hundreds of these, same-week turnaround.
Documented incident-response plan with 15-minute engagement for active incidents. We handle forensics, regulator notification support, and the post-incident report.
Yes. All engineers complete background checks before touching client environments. Healthcare and government clients also get fingerprinting on request.
Backups are stored encrypted in US-region data centres (AWS / Azure). EU data stays in-region by default. Geographic restrictions accommodated on request.