Managed IT Services 

 

• How can using a managed IT service provider save me money?

Businesses with internal IT staff usually spend more than the ones who choose a managed service provider. A fixed monthly retainer for an MSP has proven to be a better alternative to an hourly or pay-per-incident method of payment by providing stability and consistency. Also by paying for a service not an employee you will be saving on benefits, vacation, training and payroll. Moreover, a MSP will save you time, money and headaches by keeping account of the end-of-life timeline of your hardware and software which will help in making informed decisions over hurried costly purchases. Lastly, your MSP will do all the research for you and will advise on functionality and compatibility of new purchases or upgrades. 

• How long is a managed IT service contract?

Our contracts are flexible and designed to suite our clients' needs. The length of the contract can vary and can be renewed yearly. Historically we have had longer contracts as we build relations based on trust and clients request to extend their contracts.

• Do you supply computer and network hardware?

Yes, we do. We are able to secure some great deals for our clients because of the strong partnerships we have with suppliers. We have been using all the hardware we recommend for years and we know its' ins and outs from PC's to servers, firewalls and routers.

• What contingency measure are you using to mitigate risks?

Regular back up processes are always at the forefront of what we do. We offer fully managed backup solutions hosted at our UK data-centres.

• Do you charge extra for urgent support?

Our premium plan includes immediate response for urgent/mission critical/VIPP issues, under 1 hour response for non-urgent issues, up to 2 hours onsite support per month and unlimited telephone and remote support.

• Why should I use your services over a traditional break fix or hourly consulting service?

We have a proactive and technology based approach meaning that instead of just fixing issues after they occur we employ a range of technologies and analyse patterns of past failures to prevent problems even before they occur and continuously monitor and improve your infrastructure. Compared to break/fix services, we are concerned with your long term goals and we will ensure that the measures we take and the support we offer will be aligned with these. 

• Is there a contract commitment required once commencing the service?

Yes, we offer 12 months rolling contracts.

• How often do you update your infrastructure?

We continuously invest in our own infrastructure and introduce new technologies to keep you ahead of other businesses. All maintenance projects are planned in advance to have the least of impacts on our clients.

• Will your services keep us at the forefront of technology?

With access to key vendors and distributors in the industry and as a proud TrustX member we are at the forefront of the best and the latest technologies, proven methodologies so we can deliver secure technology solutions, services and support to help clients achieve tangible results. We understand that different businesses have different needs so we will always suggest solutions that will work for you whiles being in line with compliance regulations.

• What are the advantages of using Managed IT Services?  

It is increasingly difficult for businesses to keep up with the challenges and opportunities of new technologies. Managing and securing the multitude of mobile devices and cloud technologies, platforms and applications can be costly and time consuming. Many organisation choose to partner with a managed service provider for help with their IT management so they can focus on core business goals. Managed service providers deliver a higher standard and a holistic approach to IT services including proactive management and maintanance of the IT infrastrcuture, end-user support and high quality services. Working with a managed IT service provider has a number of benefits:

Free up in-house IT staff so they can focus on innovation and IT projects
Access to expertise
Greater scalability
24/7 coverage
Enhance security and compliance
Reduce unexpected cost and save on hiring and training
Proactive approach to maintanance

 

• What to expect from a managed service provider?

Depending on the nature of the contract, organisations working with a managed service provider can expect:

Service levels
Support levels
Device uptime
Account and management duties
Routine technological updates
Backup and business continuity
Continual development

 

• What is a managed service provider?

A managed service provider handles the outsourcing management responsibilities and functions of a business with the goal of improving operations and managing costs.  

• What are the key benchmarking questions for an MSP? 

Accreditation or/and certifications - A reliable prospective MSP should be able to demonstrate adherence to industry standards through various external bodies accreditations that demonstrate quality and ethical business practices such as ISO 9001, ISO 14001, ISO 27001, Cyber Essentials
Contingency plans - when choosing a managed service provider is important to understand what measures they take to mitigate risk and ensure minimal disruption to operations if a disaster can't be avoided. Additional layers of contingency and disaster recovery capabilities can ad extra peace of mind.

 

• What to consider when choosing a managed IT services provider? 

What technologies they use - continuous investment in technology is key for a managed IT Provider not only to match your own technology but also to offer an advance platform to deliver their services
Thy provide around the clock support - your contract may not include out of hours services however, it is essential that your managed IT service provider can be contacted whenever an issues has occurred to speed up the resolution time
They have backup and recovery processes in place- an expert MSP will proactively ensure regular backups to your data and systems as well as data restoration and recovery plans and procedures
They offer proactive support and monitoring - to prevent major crisis, a reliable MSP will proactively monitor and maintain your IT infrastrcuture with expert tools and alert systems
They understand your business - in order to better managed your IT infrastructure and suggest growth and value focused strategies, a MSP should first understand your business protocols, processes and procedure, how your business works and what goals its set to achieve

 

• How much does a. IT Support contract cost?

Our contracts are tailored to meet client needs. Depending on the number of users and current infrastructure our contract can start at £200 per month. We will be glad to offer a free initial consultation and discuss our requirements.

• What is included in a fully managed IT services contract?

Unlimited support
London based Helpdesk manned 24/7
Clear thought through roadmap for all IT needs
Multiple layers of security
Business continuity
Cloud services
Onsite servers
Single point of contact
Backup and disaster recovery built in as a standard
Flexibility to change with your business needs
Support for every work pattern
Access to state of the art datacentre
Third party supplier management
Procurement and licensing management

 

• How do I know what IT solutions I need?

We can work alongside existing IT teams to implement required solutions or fully assist with the process making recommendations based on our expertise and your business needs. 

• What is your response time to support tickets?

95% of all support tickets are responded to within 1 hour and 91% of issues are fixed within the same day. 

• What kind of businesses you work with?

We provide IT Support and Services to small, medium and large businesses from one-man bands to over 50 users. Our contracts and services are flexible and designed to scale up or down depending on our client needs. 

• How will your services help support the growth of my business?

Our 15 years of experience in delivering reliable and professional managed IT services, the commitment we make to our clients and the technical expertise form the basis of long term partnerships. Our relationship with clients is based on effective communication and active listening. We engage to assist with strategic planning and recommendations to support your business growth. Frequent analysis and reviews will be undertaken to establish potential areas for improvement.

• Where is your helpdesk located? What is the coverage like? 

Our helpdesk is located in London and we offer IT Support to businesses worldwide as most of our services can be delivered remotely. We can also deploy our engineers for on site visits when required.

• How do you stand out from other MSPs?

We take pride in our ability to simplify complex traditional systems and improve business infrastructures, keeping you ahead of the competition. Our strength is in our unparalleled commitment to care for the unique and ever-changing needs and success of your businesses. We have a shared passion for delivering the best for our clients and all of us endeavour to go the extra mile every time. We live by out values every and take every precaution to ensure that your systems function without interruption. We take full responsibility for everything that we are asked to monitor and maintain. Moreover, we invest heavily in our own infrastructure to ensure our highly talented engineers have all the right tools to look after your systems. Furthermore, we implement tested and proven solutions to maximise productivity and value for your business, eliminate redundant IT-related costs, plan and action with a clear, thought-through road map, and are committed to helping your business reach its goals.

• What is your team like?

As a team we are friendly, honest, and straightforward to work with. We focus on getting the job done and we work hard to deliver in your best interest. Just like your own staff we will get to know you and your team and will become a helpful addition to your business operations.

• Can you help us cut costs on our current services?

We will help cut costs where possible without compromising on support and technology requirements. Our comprehensive IT strategic review can help you optimise budget and cost management, identify the most efficient set up for your business, streamline processes, better manage your IT infrastrcuture and ensure efficient use of resources. Some categories with cost reduction potential are workforce, assets (hardware, software licenses, email, connectivity, network) and  suppliers (IT Support Services, Internet, telephony).

• How do you work?

We provide on site and remote IT Support to businesses across UK and Worldwide. Firstly we analyse your current setup and begin a simple and straightforward onboarding process. Following this, with the use of remote monitoring and maintanance tools we will start to monitor and maintain your network infrastructure and IT systems providing help desk support to handle daily issues.

• What is the difference between managed services and outsourcing?

The main difference between managed services and outsourcing is that the former focuses on a long term partnership with a holistic approach to comprehensive IT Support whiles the latter deals with handing individual services such as a single business issues or a specific project o an external provider.

• What are managed IT services?

Modern organisation deliver value through their customer propositions with the help of IT platforms. Managing the IT function in an organisation from design, development, implementation and support can often be too complex, costly and risky. This is where a Managed IT Services company can bring incremental value.

• What is lifecycle management?

All the devices a business relies on must be procured, installed, maintained, supported and retired, processes known as device management or lifecycle management. Lifecycle management can help you maximise device ROI and save costs.

• Do you only offer remote support?

We can also schedule regular on site visits as needed and provide emergency on site support.

• Can you advise on hardware purchases?

We offer procurement services and supply everything from computers to servers, routers and communication systems by partnering with best in class technology providers and transfer all the cost savings to our clients in the form of discount.

 

Small business IT Support

 

• How will an IT Support Contract with a trusted provider will benefit me instead of working with a freelancer only when I have an emergency?

A safe, reliable and efficient IT setup needs continuous maintenance. To ensure your data is safe, you are protected from ever increasing security threats and you don't waste time and money on downtime, an IT Support Company will proactively monitor systems and guarantee response time when issues arise.

• What extra charges could I encounter outside my contract?

Even comprehensive contracts don't cover charged such as new devices or programmes purchased, non scheduled on site visits and comprehensive IT Projects such as office moves, one-off events or new computer installations.

• How can I ensure I select the best IT Support for my small business?

It is crucial that your IT Support company prioritises customer service, transparent communication, proactive monitoring and system maintenance. Effective reporting is also a great way for you to keep track of how many issues per month the team is dealing with and what do they do to minimise this.

• What is the average time to fix an IT issue?

All IT Support contracts should include Service Level Agreements. This will establish how much time the provider has to ensure issues are resolved however, a professional company will prioritise emergencies and will go the extra mile to achieve customer satisfaction.

• What do I need to consider when switching IT providers?

Switching IT Providers can feel overwhelming as you need someone you can trust to take care of one of the main success components for your business, your technology. If you feel like you are not getting value from your IT investment and are not satisfied with the services your current IT Support Company provides you first need to identify all the reasons for wanting to switch, asses if your current provider has the capabilities to also support you achieve future business goals, consider business disruption and risk associated with the transition period and conduct a thorough due diligence on all possible candidates. You can visit our page to learn more about upgrading your IT Support Services. 

• I am yet to decide which new IT Support Company I will go ahead with, how can I get a better understanding of the services?

A transparent IT Support Company should be able to offer either a free initial consultation or an audit to understand your current setup and requirements alongside your future needs and business goals.

 

Cloud related FAQ

 

• What are cloud based services?

Cloud based services are available through a cloud computing provider's server as opposed to a company's on-premises servers with the advantage of being accessed on demand via the internet to maximise efficiency and foster innovation. These are managed by a cloud service provider and offer easy, scalable access to applications, resource and services and can scale according to the needs of the user. Cloud services provided by ITINBUSINESS are online data storage, backup solutions, web based email services, etc.

• What is the difference between private, public, and hybrid cloud infrastructure?

Private cloud is a dedicated infrastrcuture for business users.

Public cloud is a secure shared infrastructure that can be used by anyone.

Hybrid cloud is a combination of private and public cloud which allows for more flexibility.

 

Outsourcing related FAQ

 

• What are the advantages of outsourcing your IT Support function?

Minimise downtime and prevent productivity drops with rapid response to technical issues
Less costly than hiring an in-house team
Focus on the business without distractions
Increase productivity and profitability by having a secure, reliant and efficient IT infrastrcuture
Minimal disruption as most of the issues can be resolved remotely
Leverage the experience and expertise of professional engineers

• Can IT Support be outsourced partially?

Many businesses choose to outsource only a part of their IT function as they require expert Support on more complex aspect of their network. A reliable outsourced company should be able to work alongside your internal team to ensure complete cover of all systems and efficiency. 

• What are the disadvantages of outsourcing? 

Lack of control, poor communication and no direct access to staff are some of the main concerns businesses fear when partnering with a managed IT provider. A reputable managed IT company should have the resources to mitigate these concerns such as 24/7 support and regular reviews and reporting.

 

Windows support

 

• Can you schedule Windows updates?

We will ensure successful installation and no interruption to operations while improving performance. 

• Will my computer slow down if I upgrade my Windows?

Depending on your computer, Windows 10 upgrades can affect speed. We will work with you to identify if new hardware is required and recommend market leading devices to support efficiency.

• Can Windows 10 run Windows 7 application?

With compatibility mode Windows can run  applications designed for older Windows version.

• Can computer speed be improved?

We can help improve the performance of your computer by optimising settings within Windows operating systems.

 

Connectivity

 

• Do you offer VOIP support?

We partner with market leading communications systems providers such as VOIP and Microsoft to help you empower your teams and achieve your IT Strategy.

• What are the benefits of hosted telephony and unified communications over traditional phone systems? 

Small and medium size businesses can benefit of cost saving and more efficiency when implementing a unified communications strategy.

Cloud-based communication offers flexibility and helps remote workers stay productive
Cost savings on hardware and local and mobile calls and free upgrade
Greater accessibility with advanced routing techniques
Integrated telephony with desktop applications gives you access to more collaboration tools and help you work more efficiently and assist your customers better
Fully managed strategy implementation and maintenance from expert personnel

 

Security

 

• How can I ensue my company data is protected?

Our Managed IT Contracts will give you peace of mind that your data and systems are protected. We look after all cyber security elements and assess the impact cyber crime might have on your business and implement measures to prevent those. Security is a core element built in all of our Managed IT Services.