Frequently asked questions
Straight answers to what companies ask before working with us. Anything missing? Ask us directly — a consultant replies, not a bot.
What size company do you work with?
Our sweet spot is 10–100 staff. Below 10, hourly or project support usually fits better than a plan; above 100, you likely need capabilities (like 24/7 SOC coverage) we'd refer to a partner.
How fast do you actually respond?
Our rolling average first response is 14 minutes during business hours, and 93% of issues are resolved the same day. These are measured numbers from our ticketing system, and we report yours to you quarterly.
Can a four-person team cover vacations and sick days?
Yes — it's engineered in. Every client environment is documented to a shared standard and known by all four engineers, so any of us can cover any client. The 40-client cap keeps per-engineer load low enough that coverage never degrades.
What happens after hours?
Fully managed clients have an emergency line monitored evenings and weekends for outage-level issues: systems down, suspected breach, company-wide failures. Routine requests queue for the next business day.
Do you require long-term contracts?
No. 12 months, then month to month, with 60 days' notice either way. We keep clients by being fast, not by locking them in.
We already have an IT provider. How hard is switching?
Easier than staying with a bad one. We run a 30-day parallel onboarding, handle the handover conversation with your current provider if you'd like, and rebuild documentation from scratch — because inherited documentation is usually fiction.
Do you support both Windows and Mac?
Yes — Windows, macOS, iOS and Android, in the mixed fleets most modern offices run.
Do you work with companies that have internal IT staff?
Yes. Our Essentials plan is designed for exactly that: your person keeps the local, hands-on work, and we provide monitoring, security, patching, escalation depth and vacation coverage.
Are you able to help with compliance (HIPAA, SOC 2 questionnaires, cyber insurance)?
We implement and evidence the technical controls — MFA, EDR, encryption, tested backups, logging — and help you answer questionnaires. For formal audits we work alongside your auditor or a compliance specialist.
What tools will you install on our machines?
A remote monitoring and management agent, endpoint protection, and a support shortcut. Everything is disclosed in the onboarding pack, and we'll happily walk your team through exactly what each tool can and cannot see.
Who owns our passwords, licenses and documentation?
You do — always. Credentials live in a vault your leadership can access, licenses are registered to your company, and documentation is exported to you quarterly. If we ever part ways, offboarding is a checklist, not a hostage negotiation.
How do we get started?
Book a free assessment. You'll get a written findings report within a week, then a one-page fixed quote. If you sign, onboarding takes 30 days.
Still have a question?
Send it over — we answer within one business hour, and there's no drip campaign waiting on the other side.