Question 1

What is a Managed Services Provider (MSP)?

Accepted Answer

A Managed Services Provider is an IT company that handles your entire technology infrastructure for a fixed monthly fee. Instead of calling a technician when something breaks, an MSP monitors your systems 24/7, prevents problems before they happen, and handles everything from cybersecurity to cloud management. Think of it like having an in-house IT department without the overhead.

Question 2

How is MSP different from break-fix IT support?

Accepted Answer

The difference comes down to timing and cost structure. Break-fix means you call someone when your email goes down or your server crashes. You pay by the hour, usually at emergency rates. Managed services flip that model - we monitor your systems constantly, catching issues before they cause downtime. When your disk space runs low or a security patch needs installing, we handle it automatically. No surprises, no emergencies, no hourly bills.

Question 3

Should my company use an MSP?

Accepted Answer

If you're spending more than $4,000 monthly on IT or you have more than 15 employees who depend on technology, managed services usually make sense. Signs it's time to consider this model include unpredictable IT costs, cybersecurity concerns, overwhelmed internal IT staff, or compliance requirements (HIPAA, PCI, GDPR).

Question 4

What services are included in each package?

Accepted Answer

Our three packages scale with your needs. Foundation Package ($40-60/user/month) covers essentials: remote monitoring, automated patch management, antivirus, daily backups, and business hours support. Professional Package ($75-100/user/month) adds 24/7 support, advanced threat detection, cloud management, quarterly reviews, and SLA-backed response times. Enterprise Package ($125-175/user/month) includes everything from Professional plus dedicated account manager, vCIO planning, advanced EDR, compliance consulting, and custom integrations.

Question 5

How long does onboarding take?

Accepted Answer

Most clients complete onboarding in 4-8 weeks. Week one involves discovery and documentation. Weeks two through four focus on standardization, deploying monitoring tools, configuring backups, and hardening security. Weeks five through eight handle the transition. We allocate 40-80 hours for typical onboarding projects. The goal isn't to rush - we'd rather take an extra week and get everything documented properly.

Question 6

How do you calculate monthly pricing?

Accepted Answer

Pricing is based primarily on users (people who need workstation access and support) plus additional charges for servers, network devices, and specialized requirements. For example, a 50-user company choosing our Professional package would pay roughly $75-100 per user ($3,750-5,000 monthly) for workstation coverage. If they have three servers, add $150-250 each ($450-750 monthly). A managed firewall adds another $100-200 monthly. Total monthly investment: $4,300-5,950. Volume discounts kick in above 100 users.

Question 7

How fast do you respond to help desk requests?

Accepted Answer

Response times depend on your package and severity. Foundation Package: 4-hour response for standard issues, 2 hours for urgent. Professional Package: 24/7 support with 1-hour response for urgent issues, 4 hours for standard. Enterprise Package: 24/7 support with 30-minute response for urgent issues, 2 hours for standard. We beat our SLA commitments 97.3% of the time.

Question 8

What's your uptime guarantee?

Accepted Answer

We guarantee 99.7% average monthly system availability (roughly 2 hours of potential downtime per month). This SLA covers systems under our management: servers we monitor, cloud services we manage, network devices we configure. When we fall short, you receive service credits: 5% of monthly fees for 99.0-99.7%, 10% for 98.0-99.0%, and 20% for anything below 98%.

Question 9

How do you protect my data?

Accepted Answer

Data protection happens at multiple layers. All remote access uses encrypted transmission. All backups are encrypted both in transit and at rest. We follow least privilege principles - technicians only access systems they actively manage. Multi-factor authentication is mandatory for all administrative access. We protect data from loss through redundant backups - most clients have local backups plus encrypted cloud copies. We can restore from clean backups if ransomware or hardware failure occurs.

Question 10

Are you HIPAA/PCI/GDPR compliant?

Accepted Answer

Yes, we maintain compliance frameworks for major regulations. We're HIPAA compliant and sign Business Associate Agreements with healthcare clients. We're PCI compliant for clients who process credit cards. We're GDPR compliant and can act as a Data Processor for European clients. We also support ITAR, CMMC, and state-level privacy laws like CCPA. Compliance isn't a one-time checkbox - we maintain ongoing compliance through regular audits, policy updates, and staff training.

Question 11

What happens if there's a security breach?

Accepted Answer

We follow a documented incident response plan. Detection and containment happens in the first hour - we immediately isolate affected systems. Assessment (hours 2-4) determines scope. Communication (within 4 hours) notifies your designated contacts. Remediation (hours to days) removes the threat, patches vulnerabilities, and restores systems. Post-incident review (within two weeks) examines what happened and what we're changing. Our Enterprise package includes incident response planning as standard.

Question 12

Do you operate in my country?

Accepted Answer

We provide remote managed services across North America, Europe, Latin America, and select Asia-Pacific locations. Currently, we have active clients in the United States, Canada, Mexico, United Kingdom, Germany, Netherlands, several Central American countries, and Brazil. We're expanding into additional markets quarterly. Contact us with your location and requirements - we'll tell you honestly whether we're a good fit.

Frequently Asked Questions

General MSP Questions

Services & Capabilities

Onboarding & Implementation

Pricing & Contracts

Support & SLA

Security & Compliance

Emerging Markets & Regional Questions

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Frequently Asked Questions

General MSP Questions

What is a Managed Services Provider (MSP)?

How is MSP different from break-fix IT support?

Should my company use an MSP?

Services & Capabilities

What services are included in each package?

Can you monitor cloud-based systems?

Do you support legacy systems?

What if I have custom applications?

Onboarding & Implementation

How long does onboarding take?

Will managed services cause downtime during transition?

Do you provide training during onboarding?

What if my current infrastructure is messy?

Pricing & Contracts

How do you calculate monthly pricing?

What's included in the onboarding fee?

Do you offer flexible contract terms?

Are there volume discounts?

Support & SLA

How fast do you respond to help desk requests?

Do you offer 24/7 support?

What's your uptime guarantee?

Can I customize my SLA?