FAQ
What exactly does an MSP do?

Answer:

An MSP (Managed Service Provider) offers proactive IT support and management of your technology infrastructure, including servers, networks, security, and more. We monitor, maintain, and optimize your systems to ensure everything runs smoothly while preventing issues before they cause major disruptions. Additionally, we provide services like data backup, cybersecurity, compliance assistance, and help desk support.

How is an MSP different from a traditional break-fix IT service?

Answer:

Traditional break-fix IT services are reactive, meaning they only respond when something breaks or goes wrong. An MSP, on the other hand, is proactive. We continuously monitor and manage your IT environment to prevent problems from occurring in the first place. This reduces downtime, improves performance, and saves money on emergency repairs.

What size businesses benefit from MSP services?

Answer:

MSP services benefit businesses of all sizes, from small businesses with limited IT resources to larger companies with more complex needs. Small to medium-sized businesses (SMBs) often find MSP services particularly valuable because they can access enterprise-level support without the cost of an internal IT department.

What services do you offer as an MSP?

Answer:

We offer a wide range of services that include:
  • Remote Monitoring and Management (RMM): Continuous monitoring of your systems to detect and fix issues remotely.
  • Patch Management: Ensuring your software and systems are always up to date.
  • Backup and Disaster Recovery: Regular backups and a plan for recovering data quickly in case of an emergency.
  • Cybersecurity: Protecting your network from threats like viruses, ransomware, and data breaches.
  • Help Desk Support: Providing your team with immediate IT support when they need it.
  • Network Management: Managing and optimizing your network infrastructure.
  • Compliance Assistance: Helping you meet regulatory requirements (e.g., HIPAA, GDPR, CMMC).

How much does MSP service cost?

Answer:

The cost of MSP services can vary depending on the level of service and the specific needs of your business. We offer flexible pricing models, including:
  • Per-device or per-user pricing for businesses that want to scale services as they grow.
  • Flat-rate pricing for ongoing, all-inclusive IT support.
  • Pay-as-you-go support for businesses that need occasional assistance.
We'll work with you to create a plan that fits your budget while providing the best value.

How does an MSP improve my cybersecurity?

Answer:

As an MSP, we take a comprehensive approach to cybersecurity by implementing advanced tools and practices to protect your systems. This includes:
  • Firewall and Antivirus Management: Ensuring your network is protected from external threats.
  • Endpoint Detection and Response (EDR): Protecting your devices from malware, ransomware, and other cyber threats.
  • Security Monitoring: Continuously monitoring for suspicious activity and responding to potential breaches.
  • Multi-Factor Authentication (MFA): Adding an extra layer of security to your login process.
  • Employee Security Awareness Training: Training your staff on best security practices to prevent phishing attacks and other common threats.

What happens if there’s an IT emergency or system failure?

Answer:

If an IT emergency occurs, our team is available to respond. Since we proactively monitor your systems, we can often detect and resolve issues before they escalate. In the case of a failure, our disaster recovery plan ensures that your data is backed up and can be restored quickly, minimizing downtime and preventing data loss.

How will MSP services impact my business’s day-to-day operations?

Answer:

MSP services are designed to minimize disruption and improve your day-to-day operations by ensuring your systems are always running at their best. We work in the background, monitoring your network, managing updates, and resolving issues before they affect your business. If any issues arise, our help desk is available to support you, so your team can stay focused on their work.

How do you handle updates and patches?

Answer:

We handle all patch management and updates remotely. Our team ensures that your software and systems are always up to date with the latest security patches and features. This is done during non-peak hours whenever possible to minimize disruption to your operations.

Will you help us stay compliant with industry regulations?

Answer:

We can help advise your business on steps to stay compliant with industry regulations such as HIPAA, GDPR, CMMC, or others depending on your industry. We’ll assess your current systems, identify any compliance gaps, and implement the necessary security measures and policies to meet regulatory standards.

How do you handle data backups?

Answer:

We provide automated data backups for business suites & email, ensuring that backups are stored securely in the cloud. We schedule regular backups based on your needs and can quickly restore your data if needed. We also test backups regularly to ensure data can be recovered effectively in the event of a system failure or disaster.

How do you ensure the privacy and confidentiality of our data?

Answer:

We take data privacy seriously. All client data is encrypted, both in transit and at rest, to ensure unauthorized access is prevented. We also follow strict access control policies, ensuring only authorized personnel can access sensitive information. Our cybersecurity practices are in line with industry standards to protect your business from data breaches.

Can you provide support for remote workers?

Answer:

Yes, we offer a variety of remote work solutions, including secure VPNs, remote desktop access, and cloud collaboration tools like Microsoft 365. We can ensure your remote workers are securely connected to the office network and have access to the tools they need to be productive, while maintaining the highest level of security.

How do you ensure system performance and minimize downtime?

Answer:

We continuously monitor your systems using RMM tools to identify potential performance issues before they lead to downtime. We also perform regular maintenance and updates to keep systems running optimally. In the rare case of downtime, our disaster recovery and Business Suite backup plans ensure that your business can quickly return to normal operations.

What level of support can we expect?

Answer:

We offer 24/7 monitoring, remote support, and on-site for critical systems issues. For non-urgent matters, we have help desk support during business hours, with a dedicated support team that can assist with any technical issues. We’ll work with you to establish a Service Level Agreement (SLA) that defines response and resolution times based on your needs.

Can you help us scale as our business grows?

Answer:

Absolutely! Our services are scalable and flexible, meaning we can grow alongside your business. Whether you’re adding new employees, expanding locations, or upgrading systems, we can adjust your IT infrastructure and support plan to match your growth.