Frequently asked questions

Our helpdesk is staffed Monday to Friday, 9am–5pm, and we prioritise issues by impact. Anything stopping you working is treated as urgent. Our target response times during staffed hours are: Urgent (you can’t work, or a security incident): within 1 hourHigh (significant disruption affecting several users): within 2 hoursStandard (single user or an issue with a workaround): within 4 hoursLow (general requests and changes): within 1 business day We keep you updated through to resolution, not just on first response.

Clients can raise a ticket through the support portal, by email or by phone, whatever’s quickest for you. Existing clients can also start a remote support session from the Client Access Portal.

Both. Most issues are resolved remotely in minutes, but we’re based in Nottingham and come on-site across the UK when a problem needs hands-on attention.

Yes. You’re not a ticket number, you’ll get to know our team, and we hold regular reviews so we understand your business, not just your network.

It shouldn’t be. We run a structured transition that does the heavy lifting in the background, most clients experience no downtime at all. See how our onboarding works.

Yes, we work on a 3 year agreement. That length lets us invest properly in your environment, security and improvements rather than just keeping the lights on, and it gives you a stable, long-term IT partner instead of switching providers every year. We also back it with ProveIt90, our 90 day guarantee. If we haven’t delivered what we promised in the first 90 days, you’re free to walk away. So while the commitment is there, the risk of getting stuck with the wrong partner sits with us, not you. We keep terms fair and transparent, with no hidden lock-ins.

We back our service with our ProveIT90™ Guarantee, so you can switch with confidence.

It’s more secure. We enforce MFA, managed EDR, tested backups and least-privilege access, and we’re Cyber Essentials Plus certified ourselves, so the standards we apply to you, we already hold.

Yes, we provide Cyber Essentials and Cyber Essentials Plus guidance, remediation and certification, whether you’re a managed client or just need the certification. See our compliance services.

Yes, CREST-approved penetration testing, including on our own systems. It can be a one-off engagement or part of an ongoing security programme.

We support GDPR compliance, handling of Data Subject Access Requests (DSARs) and ISO 27001 implementation. See our compliance services.

It depends on your team size and the level of support and security you need. We keep it simple with a predictable monthly fee and no surprise bills, see our plans and pricing.

Yes. Our Supere Security package can be added to your existing IT or taken on its own.

Absolutely. Our co-managed plan works alongside your internal IT team, filling gaps in security, tooling or capacity.