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Managed Security Services
What are Managed Security Services (MSS)?
MSS provide specialized cybersecurity solutions, including threat detection, intrusion prevention, compliance management, and security monitoring.
How do Managed Security Services protect my business?
They protect your business through continuous monitoring, threat detection, response, and deploying advanced security technologies like EDR.
What is EDR Protection?
Endpoint Detection and Response (EDR) is a cybersecurity solution that monitors devices to detect and respond to potential threats in real-time.
Can you assist with compliance and regulatory requirements?
Yes, Managed Security Services include compliance management to meet standards like HIPAA, PCI-DSS, etc.
What technologies are used for cybersecurity protection?
Technologies include firewalls, antivirus software, intrusion detection systems, SIEM tools, and threat intelligence platforms.
Managed Services
What are Managed Services?
Managed Services involve outsourcing IT management and support to a third-party provider, covering infrastructure monitoring, maintenance, and troubleshooting for a predictable monthly fee.
What are the benefits of using Managed Services?
Benefits include cost savings, proactive support, enhanced security, access to expertise, and better focus on core business operations.
How do Managed Services differ from traditional IT support?
Unlike traditional break-fix models, Managed Services provide proactive monitoring, maintenance, and support to prevent issues before they impact your business.
What industries can benefit from Managed Services?
Industries including healthcare, financial services, legal, manufacturing, nonprofits, and professional services can all benefit from Managed IT services.
Can Managed Services scale with my business?
Yes, providers offer scalable solutions to support business growth, from small businesses to large enterprises.
Onboarding Process
What is the Onboarding Process for Managed Services?
The onboarding process involves assessing your IT infrastructure, developing a tailored strategy, implementing systems, and providing training and support.
How long does the onboarding process take?
The timeframe depends on the complexity of your IT environment but typically ranges from a few days to a few weeks.
Is there downtime during the onboarding process?
Providers aim to minimize disruption by scheduling implementations during low-traffic periods and ensuring a smooth transition.
What support is provided during onboarding?
Providers offer continuous communication, training, and support to ensure your business transitions smoothly to managed services.
Can existing IT staff be part of the onboarding process?
Yes, providers can work with your in-house IT team to enhance collaboration and ensure seamless integration.
SLA, Remote & Onsite Support
What is an SLA (Service Level Agreement)?
An SLA is a documented agreement outlining the expected level of service, including response times, availability, and performance metrics.
What is Remote Support?
Remote Support allows IT professionals to access and troubleshoot systems from a distance, providing efficient resolution to issues without being physically present.
What is Onsite Support?
Onsite Support involves having technicians physically visit your location to resolve IT issues that cannot be addressed remotely.
How are Remote and Onsite Support coordinated?
Issues are first addressed remotely, and if unresolved, onsite support is scheduled to provide hands-on assistance.
What response times can be expected under an SLA?
Response times vary depending on the agreed-upon SLA but often include priority levels for critical, high, and low-priority issues.
Additional FAQs
What experience do your engineers bring to the table?
Our engineers are highly skilled, each with a minimum of 5–10 years of hands-on experience in IT support, networking, and cybersecurity. They carry industry certifications from vendors like Microsoft, AWS, Fortinet, and CompTIA, and regularly participate in ongoing training to stay ahead of technology trends.
Do you have partnerships with leading technology vendors?
Yes, we actively collaborate with leading technology partners such as Dell, Microsoft, AWS, Fortinet, and others. These partnerships allow us to provide certified solutions, preferred pricing, and direct support escalation for faster resolution.
What is the average cost to manage a server under your service?
Managed server costs depend on factors such as server type, security requirements, and uptime expectations. On average, pricing ranges from $100 per server per month for full management, including patching, monitoring, backups, and security updates.
Are there travel or onsite visit charges for support?
Onsite support within a predefined service radius is typically included in our plans but a travel fee of $50 may apply. For locations outside our regular coverage zone, reasonable travel charges may apply and are transparently detailed in your service agreement.
How does your support ticket system work?
Clients can raise tickets via email, or phone. Each ticket is logged and triaged based on priority. Our system tracks ticket status, technician notes, and resolution times, ensuring transparency and consistent communication from issue reporting to closure.
Do you hold a CGP (Controlled Goods Program) certification?
Yes, we are CGP-certified and comply with all federal requirements necessary for handling sensitive goods and services under the program, ensuring secure operations for clients in the defense and manufacturing sectors.
Additional FAQs
Which locations do you cover for onsite support?
We provide onsite support throughout the Greater Toronto Area (GTA) and surrounding regions. For clients outside this zone, we evaluate requests on a case-by-case basis to provide the best possible service and coverage.
Can you explain your onboarding process?
Our onboarding process begins with a detailed assessment of your current IT environment, followed by the development of a customized roadmap. We handle documentation, user training, system integration, and transition support to ensure a smooth, disruption-free handover.
What is the average cost of managing each workstation?
The cost varies depending on the scope of services, size of your network, and security requirements. On average, it starts from $35 per workstation per month for comprehensive managed services including security, support, and updates and price can go up based on complexity.
Do you provide emergency support on weekends? Is 24x7 support available
Yes, we offer 24×7 emergency support for critical issues, including weekends and holidays. Our SLA-based clients also benefit from guaranteed response times around the clock.
What industries do you have experience working with?
We’ve supported clients in manufacturing, healthcare, legal, financial services, non-profits, defense, and professional services. Our team adapts to industry-specific compliance and operational needs seamlessly.
Are you willing to sign a Non-Disclosure Agreement (NDA)?
Absolutely. We prioritize client confidentiality and are happy to sign NDAs or any confidentiality agreements as part of our commitment to secure and professional service delivery.
Support & Responsiveness
How quickly do you respond to support requests?
Response times are governed by SLA levels. Critical issues typically receive a response within 15–30 minutes, while low-priority tasks are addressed within a few business hours.
Do you offer a dedicated account manager or point of contact?
Yes, every client is assigned a dedicated account manager and a technical lead to ensure consistent communication and strategic IT alignment.
Do you support both Windows and Mac environments?
Yes, we provide cross-platform support for both Windows and macOS environments, including mixed-device networks.
Can you assist with mobile device management (MDM)?
Yes, we implement and manage MDM solutions to secure your organization’s mobile devices, enforce policies, and support remote wipe or lockout when needed.
Do you provide after-hours support for scheduled maintenance?
Yes, we can schedule updates, upgrades, and maintenance outside business hours to minimize operational impact.
General Services & Capabilities
Do you provide a free IT assessment before we sign up?
Yes, we offer a complimentary IT assessment to evaluate your current environment, identify gaps, and determine how our services can best support your business goals.
Can you customize your service packages to fit our business needs?
Absolutely. We understand that every business is unique, so our service offerings are modular and customizable.
How do you handle IT asset management?
We use professional tools to track your hardware, software, and licensing lifecycles, ensuring compliance, budgeting accuracy, and proactive upgrade planning.
Can you help us migrate to the cloud?
Yes, we offer end-to-end cloud migration services, whether you’re moving to Microsoft 365, AWS, or other cloud environments. We ensure minimal disruption and full data integrity.
How do you ensure business continuity and disaster recovery?
We implement regular backups, develop disaster recovery plans, and perform routine recovery testing to ensure your business can quickly resume operations during unforeseen events.
Billing, Contracts, Transparency
Do you offer month-to-month contracts or only long-term agreements?
We offer both options. While long-term contracts provide better pricing, we also support flexible month-to-month terms for smaller clients or pilot programs.
Are there any hidden fees in your pricing model?
No hidden fees. We provide a transparent pricing structure, and any variable costs (e.g., hardware purchases, travel) are discussed and approved in advance.
How is billing handled for special projects or one-time work?
Special projects are scoped separately and billed either hourly or on a fixed-cost basis, depending on client preference.
Security & Compliance
What types of cybersecurity tools do you use?
We utilize EDR, anti-virus, SIEM, MFA, VPN, and firewall solutions from trusted vendors like Fortinet, SentinelOne, and Microsoft Defender for Business.
Can you help us with cybersecurity awareness training for employees?
Yes, we offer end-user security awareness training to reduce phishing risks and enhance your overall security posture.
Do you provide regular vulnerability assessments and penetration testing?
We perform regular vulnerability scans and offer third-party penetration testing as an add-on to ensure robust security.
Can you support compliance with GDPR, HIPAA, or other regulations?
Yes, we assist with policy development, data handling procedures, and documentation to support compliance with GDPR, HIPAA, PCI-DSS, and other frameworks.
How do you handle confidential or sensitive business data?
We follow strict access control, encryption, and audit trail protocols. All staff undergo background checks and are trained in confidentiality and data handling best practices.
Partnership & Roadmap
Will you help us build a long-term IT strategy?
Yes, we act as your virtual CIO, helping align your IT infrastructure with business objectives, plan for growth, and budget wisely.
Can you work alongside our existing internal IT team?
Definitely. We offer co-managed IT services where we complement your in-house team, offloading routine tasks or bringing in expertise where needed.
