Clear answers before service begins.
Use these answers to understand the operating model. Your proposal and service schedule identify the commitments for your environment.
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What are the support hours?
Your service schedule specifies hours, time zone, holidays and escalation. After-hours service is included only when stated in that schedule.
Does a response target guarantee resolution?
No. Response measures initial human engagement and prioritization. Resolution depends on severity, access, application dependencies and the nature of the problem.
How are users and devices counted?
The proposal names covered users, supported device classes, device allowances, shared devices and site minimums. Additional devices or locations can change scope and price.
Are servers included in the per-user plans?
Server administration, specialized systems and hosted workloads are separately scoped unless explicitly included. A workstation plan does not automatically cover every application in the business.
Are licenses, onboarding and on-site visits included?
The proposal identifies license costs, onboarding, remediation, projects and travel. On-site work can be arranged, but a monthly plan does not imply unlimited visits.
What does backup coverage mean?
The workload schedule identifies protected data, retention, storage, recovery objectives and test scope. Restore evidence is recorded. Incident recovery and forensic investigation are distinct from routine restore work.
Does monitoring include a 24/7 SOC or MDR?
No. Monitoring, first-level investigation and specialist response are different responsibilities. MDR requires a confirmed provider arrangement and documented escalation model.
Can we keep our internal IT team?
Yes. A co-managed engagement identifies the work performed by each team, including support, maintenance, changes and decisions.
Is the assessment request a paid audit?
The initial request starts a fit and scope conversation. Detailed technical assessment work is agreed separately. The 27-Point Audit remains a distinct paid consulting offer.
How do renewal and offboarding work?
The executed agreement identifies term, renewal, notice, export, handoff and retained-access rules. Website copy does not change those contractual terms.
Useful checklists for the next decision.
These public resources are available to review before an assessment. They do not replace a scoped engagement or written agreement.