Frequently asked questions Page 3 of 10

Frequently asked questions — page 3

• Is IT consulting only for large companies?

  No. SMEs benefit the most, as they rarely have a strategic technical profile in-house. We tailor the scope and cost to each organisation’s size and maturity.
• How do you measure return on investment?

  We define indicators from the start —fewer incidents, less downtime, licensing costs or process efficiency— and review them regularly to show the real impact.
• What is digital evolution and how does it differ from "going digital"?

  Going digital means moving processes into a digital format; digital evolution transforms how the company works with technology —automation, data and new ways to serve customers— on an ongoing basis.
• Where do we start a digital evolution project?

  We start with a diagnosis of your current processes and tools, prioritising the highest-impact, lowest-friction improvements to deliver quick wins before tackling bigger changes.
• How long does a digital transformation project take?

  It depends on scope, but we work in short milestones (weeks, not years) so you see tangible progress continuously instead of waiting for one big rollout.
• How do we know it’s delivering results?

  Every initiative comes with concrete metrics (time saved, errors reduced, customer satisfaction) that we review together to decide the next steps.
• What does the infrastructure and networks service include?

  Design and installation of structured cabling, switching and Wi-Fi, firewalls and segmentation, servers and storage, plus the monitoring to keep everything available and secure.
• Can you improve the Wi-Fi coverage in our offices?

  Yes. We run a site survey, design access-point placement and deploy professional Wi-Fi with roaming and separate networks for guests and IoT.
• How do you protect the network from attacks?

  We apply next-generation firewalls, VLAN segmentation, access control and continuous monitoring, so a compromised device can’t reach the rest of the network.
• Will the infrastructure scale with the company?

  Yes. We design with room to grow and use open standards so adding sites, users or services doesn’t force you to rebuild the network from scratch.
• What does IT outsourcing include?

  We take on full or partial management of your technology: user support, server and network maintenance, security, backups and vendor management, under a service-level agreement.
• What are the advantages over an in-house IT team?

  It provides access to profiles and capabilities defined in scope without necessarily making several hires. Cost, tools, continuity and coverage depend on the model and accepted proposal.
• Is our data safe when we outsource?

  Outsourcing can be configured with controlled and logged access, encryption, confidentiality and documented responsibilities. Security and compliance depend on scope, configuration and each party’s obligations.
• Can we outsource only part of our IT?

  Absolutely. You can delegate just user support, security or server management and keep the rest in-house. We tailor the service to what you need.
• What is Verkada and what makes it different?

  Verkada is a cloud-based physical security platform (cameras, access control, sensors) managed from a single web dashboard, with no local recorders and automatic updates.
• Do I need recorders (NVR) with Verkada cameras?

  Verkada cameras store video on the device and do not require a traditional NVR. Cloud backup and retention depend on the licence and selected configuration and must be confirmed for each project.
• Does the video surveillance comply with GDPR?

  Verkada can be configured to support compliance, but installation alone does not guarantee it. The controller must define purpose and lawful basis, signage, records, retention, access, security and the applicable risk assessment.
• Can I combine cameras and access control?

  Yes. Verkada brings video, access control, environmental sensors and alarms into one platform, so an entry event can be linked to its video in a single click.
• What are managed IT services?

  It’s a model where we proactively maintain, monitor and protect your technology for a monthly fee, anticipating problems instead of acting only when something breaks.
• What response times do you offer?

  Response and resolution objectives are defined by incident criticality in the accepted SLA, together with the coverage window, measurement point and escalation path.
• What’s the difference between IT outsourcing and managed IT services?

  IT outsourcing is a broader delivery arrangement where you hand over defined IT activities to a provider. Managed IT services are typically ongoing, proactive operations with monitoring, governance, and service management included.
• How do I assess a provider’s cybersecurity capability before signing?

  Ask for evidence of security governance, monitoring coverage, and incident/breach support processes. Request examples of assessments, reporting cadence, and how they align controls to your environment.
• What information should I prepare for an initial IT outsourcing discovery?

  Prepare your current systems inventory, key business services, support volumes, security posture, and any compliance requirements. Include your target outcomes, constraints, and preferred onboarding timeline.
• Which engagement model is best: dedicated team, staff augmentation, or managed services?

  Choose dedicated teams for stable ownership, staff augmentation for short-term capacity and specific roles, and managed services when you want end-to-end operational responsibility with proactive monitoring and governance.
• Can outsourced IT services include 24/7 monitoring and breach response?

  Yes, many providers can offer extended monitoring and incident support, but it depends on scope and contract terms. Confirm coverage hours, escalation paths, and what “breach response support” includes.
• What should I demand to ensure that cloud backups are protected against ransomware?

  Look for immutability or unauthorized deletion prevention mechanisms, as well as encryption and access controls. Complement with retention policies and tested restorations to ensure that the backup is recoverable.
• How do I choose between full, incremental, and differential backups according to my RPO and RTO objectives?

  First, define RPO (maximum tolerable loss) and RTO (maximum recovery time). Then adjust the strategy: incremental backups usually optimize time and bandwidth, while full backups facilitate more straightforward restorations.
• Can I quickly recover a VM or a complete server, and what does 'recovery in minutes' mean?

  It means that the provider and architecture allow for restoration with an optimized flow and data ready for use. The only way to confirm this is through restoration tests and real-time measurement.
• What level of encryption and security certifications should a solution for businesses include?

  It requires robust encryption in transit and at rest, and reviews certifications and security practices relevant to your sector. Additionally, validate who manages keys, access, and auditing.
• How is the cost calculated: storage by usage, software licenses, and possible version limits?

  It typically consists of consumed storage, licenses, and retention/versioning policies. Request estimates based on your current volume, expected growth, and the number of necessary versions.
• What should businesses prioritise when choosing cloud backups for ransomware protection?

  Prioritise restore reliability and security controls: encryption, access restrictions, ransomware-aware protections, and clear restore workflows. Also confirm how quickly you can reach clean recovery using tested restore procedures.
• Do cloud backup services include mobile device backups, or will we need a separate solution?

  Some providers include mobile backups, but coverage can be limited or require specific apps and configurations. Check whether your provider supports the exact mobile platforms you use and how restores work for those devices.
• How do encryption and private key ownership affect business security and recovery?

  Encryption protects data in transit and at rest, but key ownership changes who can decrypt. If you control keys (or have strong key management options), you reduce provider access risk and improve governance, while still needing a clear recovery process.
• What backup types (full, differential, incremental) are best for business recovery goals?

  Full backups are simpler to restore, while differential and incremental reduce backup windows and storage usage. The best choice depends on your RPO/RTO targets and how the provider supports versioning and restore performance.
• How can we estimate costs for cloud backups as our storage and number of devices grow?

  Estimate based on storage growth (retention and change rate), the number of protected devices, and any per-use or tiered pricing. Ask for a cost model that includes retention periods and expected data growth, not just initial setup.
• What IT services are usually outsourced first when seeking IT outsourcing?

  Typically, it starts with support and maintenance, infrastructure and network management, and incident handling. In many cases, it expands to security, cloud, and continuity (backup and recovery) once the base service is stabilized.
• How does IT outsourcing help reduce costs without losing service quality?

  It allows for converting variable costs into predictable ones through contracts and SLAs, avoiding one-time investments in personnel and training. Additionally, standardization and proactivity reduce downtime and rework.
• What risks are mitigated by delegating infrastructure and security management to a specialized provider?

  Operational risk from failures and exposure to cyberattacks is reduced thanks to processes, monitoring, and response. Continuity is also improved with backups and incident recovery plans.
• What criteria should I evaluate to choose an IT outsourcing provider?

  Review the actual scope of the service, SLAs, support model, and governance (communication, escalations, and reporting). Ensure that the provider can demonstrate methodology, proactivity, and technical capability for your environment.
• In what cases is IT outsourcing especially advisable for small or medium-sized companies?

  It is usually especially useful when the internal team is limited or needs to cover peaks, vacations, or absences. It is also beneficial when access to specialization (security, cloud, continuity) is needed without incurring the cost of maintaining full-time profiles.
• What are the biggest benefits of IT outsourcing for growing businesses?

  The biggest benefits are cost predictability, faster access to specialist skills, and improved operational stability. With a managed approach, you also gain clearer reporting and accountability for day-to-day IT outcomes.
• How does IT outsourcing reduce costs without sacrificing quality?

  IT outsourcing reduces costs by shifting from internal overhead to structured monthly services and better resource utilisation. Quality is protected through defined scope, proactive maintenance, and SLA-based support commitments.
• Can IT outsourcing improve security and disaster recovery?

  Yes. A provider can implement continuous monitoring, standardise configurations, and support incident response. For continuity, outsourcing can include backup strategy, recovery readiness, and downtime minimisation practices.
• What delivery models should we consider (onshore, nearshore, offshore, managed services)?

  Choose based on time zones, language needs, and the type of work. Managed services are often the best fit when you want end-to-end ownership of IT operations, while onshore/nearshore/offshore can be combined for specialist coverage.
• How do we start a successful IT outsourcing engagement (first steps and timelines)?

  Start with a clear scope, current-state assessment, and agreed service boundaries. Then define reporting, escalation paths, and security/continuity requirements before transition, with a phased onboarding plan to reduce disruption.
• What is the difference between a file backup and a backup/DR for cloud applications?

  File backup protects folders and documents, while backup/DR for applications aims to recover systems and workloads with continuity. The latter typically includes consistency, version control, and recovery from more complex failures.
• What types of data can I back up in the cloud (files, photos, videos, configurations, or workloads/VMs)?

  You can back up files and content (photos, documents), configurations, and in enterprise environments, workloads like applications and virtual machines. The key is to define the scope based on criticality and the type of restoration you need.
• How can I ensure that my backups are protected against unauthorized deletions or modifications?

  Look for mechanisms of protection against unauthorized deletions and changes, with version retention and access controls. Additionally, validate restorations to confirm that the backup is recoverable in real scenarios.
• Can I quickly recover my data if ransomware or human error occurs?

  Yes, if the strategy defines recovery objectives and allows for quick and granular restoration. In ransomware cases, protection against modifications and the existence of previous versions are crucial for resuming operations.
• How do I decide on RPO and RTO objectives for my business (or for my team)?

  RPO defines how much data you can afford to lose and RTO defines how long you can be without service. It is decided based on operational impact, process criticality, and tolerance for interruptions, translating to frequency, retention, and type of restoration.
• What should I look for in a cloud backup provider for business-critical data?

  Look for clear recovery paths, encryption in transit and at rest, and retention controls that match your risk. Also confirm restore testing options and how the service handles ransomware scenarios.
• How do cloud backups handle ransomware recovery and restoration testing?

  A strong service uses anti-tamper or immutability-style protections and supports restoring clean versions. You should run scheduled restore drills to verify you can recover the right data within your RPO/RTO.
• Does “unlimited backup” mean unlimited retention and what are the real constraints?

  “Unlimited” usually refers to backup volume, not unlimited retention. Constraints can include fair-use policies, file-type limits, or retention caps, so request the exact terms in writing.
• What encryption standards are used, and is data encrypted in transit and at rest?

  Ask whether data is encrypted in transit and at rest, and what standards are used. Also clarify key management expectations and whether you can control access to restore operations.
• Can cloud backups support servers and managed backup policies for compliance needs?

  Many providers support server agents and policy-based backups, but you must confirm coverage for your environment. For compliance, ensure you can demonstrate retention, access controls, and recovery testing evidence.
• What are the main advantages of hiring an IT company instead of relying on internal IT staff?

  You typically gain faster access to specialist skills, proactive management, and predictable service levels under an SLA. You also reduce overhead costs linked to recruitment, benefits, and idle capacity.
• How does hiring an IT company improve cybersecurity for small businesses?

  A managed provider can run structured security assessments, implement endpoint and firewall controls, and maintain backup and disaster recovery processes. Continuous monitoring helps reduce the time between detection and response.
• Will an IT company help reduce costs compared with hiring a full-time IT professional?

  Often yes, because you avoid full-time overhead such as hiring costs, workspace, and benefits, and you reduce downtime from coverage gaps. You pay for the level of support you need and can scale up or down.
• What should I look for when choosing a reputable IT consulting company?

  Check service scope, SLA clarity, security and continuity capabilities, and the provider’s experience delivering end-to-end support. Ask how onboarding, monitoring, maintenance, and reporting are handled.
• What does “start to finish” IT support typically include, and how is long-term maintenance handled?

  It usually covers onboarding and discovery, implementation or improvements, ongoing monitoring, preventive maintenance, updates, and technical assistance. Long-term value is maintained through scheduled reviews and continuous optimisation.
• What information should I provide for a repair diagnostic on my telephone exchange?

  Describe specific symptoms (extensions, audio, menus, routing), when it started, and whether there have been any recent changes. Include the exchange model, line type, and any error messages or intermittent behaviour.
• Does the repair include running tests and a final verification to ensure the fault doesn’t come back?

  A professional service runs extension, audio, recording/menus and routing tests, as well as electrical verification and connector checks. The goal is to confirm the fault doesn’t recur after the work.
• Do you repair and also replace components (cabling, connectors, equipment) depending on their condition?

  We repair or replace according to the diagnosis: boards, power supplies, control modules, connectors or cabling. If a component is degraded or not recoverable, we recommend replacement based on cost and continuity criteria.
• Do you offer preventive maintenance to reduce future breakdowns and document changes?

  Yes. We plan regular check-ups including electrical checks, ventilation, line and extension tests, and we document any parameter changes or adjustments. This reduces repeat issues and improves risk forecasting.
• Does the repair take into account integrations with VoIP and CRM so customer service isn’t affected?

  During the repair, we validate compatibility with the current environment and, where relevant, prepare a hybrid transition towards VoIP. We also check that the CRM integration won’t degrade after the changes.
• What information should I provide to request a quote for a telephone exchange repair?

  Share the exchange/PBX model, the site setup (analogue/digital/IP), the symptoms (e.g., no dial tone, calls dropping, echo) and any alarms or LED codes. Include recent changes, wiring notes, and call-quality examples if available.
• Do you repair telephone exchanges that are no longer supported by the manufacturer?

  Yes, we can repair and maintain discontinued or unsupported equipment when parts and expertise are available. We assess compatibility, recommend safe replacements or modernisation options, and document the changes for traceability.
• How do you diagnose faults when spare parts are scarce?

  We isolate the fault using structured module testing and verification of power, signal integrity, and wiring conditions. This reduces unnecessary swaps and helps pinpoint the exact component or configuration causing the issue.
• What testing do you carry out after the repair to confirm call functionality?

  We run functional checks for dialling and call completion, verify tone/off-hook behaviour, and validate routing stability. For voice issues, we also confirm call-quality indicators and eliminate likely interference sources.
• Can you handle both repairs and changes (e.g., configuration or line/interface updates)?

  Yes. We can repair the fault and also manage controlled changes such as line/interface updates or configuration adjustments. We back up configurations and verify outcomes to minimise service disruption.
• What does an IT systems audit include for a company with a network and servers?

  It includes an asset inventory, licence review, configuration verification, assessment of access controls, network security analysis and validation of practices such as backups and patching. The results are supported by evidence and prioritised findings.
• When is an audit worth doing: before a certification or on a regular basis?

  It’s a good idea to do it before a certification to close gaps and prepare evidence. It’s also useful on a regular basis to maintain controls, identify deviations and support operational continuity.
• Can internal teams carry out the audit, or is it better to use a certified external audit?

  An internal audit can be suitable if there’s independence and sufficient technical capability. An independent external audit adds objectivity; capabilities, accreditations and the applicable framework should be verified for the purpose of the review.
• What types of evidence are requested (inventory, licences, configurations, policies, backups)?

  We request inventories, licensing records, screenshots or exports of configurations, policies and procedures, evidence of controls (e.g., logs and access records) and proof of backups. Each finding should be traceable to evidence.
• How are findings prioritised, and what happens after the report?

  They’re prioritised by risk and impact: likelihood, severity, exposure and effect on continuity and compliance. Then an action plan for remediation is defined with owners, deadlines and validation of effectiveness.
• What does an IT systems audit typically include in the first week of planning and scoping?

  Expect a scoping workshop, an initial risk assessment, confirmation of the systems boundaries, and a draft control objective map. Auditors also request policies, architecture notes, access lists and evidence samples to plan fieldwork.
• Should we start with a compliance audit or a controls assessment for our IT systems audit?

  Choose compliance first if you need to demonstrate adherence to specific regulations or contractual requirements. Choose a controls assessment if your priority is proving control effectiveness and reducing operational or security risk.
• How do you prioritise findings—what risk factors drive the focus of the audit testing?

  Prioritisation is usually driven by likelihood and impact, exposure of critical assets, control maturity, and whether gaps could lead to confidentiality, integrity or availability failures. Auditors also consider compensating controls and business criticality.
• Can an IT systems audit be performed internally, or do we need an independent third party for reporting?

  Internal audits can work for continuous improvement, but independence is often required for external assurance or board-level reporting. Many organisations use a hybrid approach: internal testing plus independent review.
• What deliverables should we expect at the end (findings, evidence, and a remediation plan)?

  Typical deliverables include an audit report with findings, risk ratings, references to supporting evidence, and a remediation plan/roadmap. Good reports also include ownership suggestions, timelines and verification steps for closure.
• What does a Structured Cabling system in a building include?

  It includes subsystems such as the work area, horizontal cabling, vertical backbone and communications rooms. It also covers components such as patch panels, cable routes, racks/cabinets and earthing/grounding.
• When should you use UTP instead of fibre optic in the backbone?

  UTP is often sufficient in terms of distances and scenarios where the required performance fits the cable category. Fibre is recommended when you prioritise longer reach, immunity to interference and backbone scalability.
• What is the maximum distance considered for horizontal cabling?

  You work with standardised channel limits to guarantee link performance. The design must comply with maximum lengths and installation best practices to prevent signal degradation.
• Can Structured Cabling be used to integrate security, CCTV and access control?

  Yes, because it allows data to be carried for security systems, CCTV/video surveillance, access control and other convergent services. The key is to plan the subsystems and transmission media based on the requirements of each system.
• What role does earthing/grounding play, and which standards are usually considered?

  Earthing/grounding improves safety and helps control the system’s electrical reference points. In projects, telecommunications standards and guidelines are considered to ensure compatibility and correct operation.
• What information should I send so they can calculate an IT maintenance quote for my business?

  Provide the number of devices and users, the type of equipment (PCs, laptops, printers), business criticality, key software, backup/copy requirements, and whether you need remote or on-site support. Also include working hours and an estimated incident volume.
• Is it better to buy IT maintenance per user/device or by the hour, based on my incident volume?

  If you have recurring incidents and want predictability, per user/device or a fixed monthly fee usually fits better. If usage is irregular or you supplement an in-house IT team, an hours block can be more efficient.
• Does the quote include backups, antivirus/anti-malware and phone or email support?

  This should be made explicit in the scope: backups (frequency and retention), anti-malware/EDR protection, and support channels (phone, email, remote access). If it isn’t listed, ask for clarification before comparing prices.
• How do the SLA and response time affect the final maintenance price?

  A more demanding SLA (shorter response times and higher availability) usually increases the cost because it implies prioritisation and operational capacity. Define the service level according to the real impact of each type of incident.
• Are travel costs usually included, or billed separately? How is travel cost calculated?

  It depends on the provider and the pricing model: some include preventive visits or a number of on-site appointments, while others charge travel time and time on site. Ask how it’s calculated (area, km, minimums and conditions).
• What’s the difference between VoIP and “Voice IP” for businesses?

  VoIP is the general concept of voice over IP. In businesses, “Voice IP” usually refers to a complete solution including a PBX, routing, call queues, numbering and administration to run the service for the business.
• What do I need to replace an analogue line with a SIP line?

  Usually you need numbering, a routing plan and compatibility with the existing environment (devices, network and configuration). A prior assessment helps avoid downtime and defines a gradual transition.
• Can I have national or international numbers without contract lock-in?

  It depends on the provider and on the numbering type. In most cases you can subscribe to virtual numbers with flexible periods, but you should check the terms, activation process and porting options.
• What features should I require for a virtual PBX?

  At a minimum: call queues and hunt groups, time-based call forwarding, IVR, recording (if applicable) and routing rules. Administration and support are also critical.
• How do I connect VoIP to my website or CRM?

  Use Click to Call for lead/contact capture, and API Voice to automate call flows (for example, logging calls, triggering actions and syncing data). It’s defined based on your tech stack and requirements.
• How much does IT maintenance cost per user per month in the UK?

  Costs vary depending on the SLA scope, security coverage and whether the maintenance is priced per user or per device. Many providers quote ranges that reflect support response speed, monitoring, patching, and backup/DR responsibilities.
• What’s the price difference between IT maintenance packages and managed IT services?

  IT maintenance pricing is usually linked to keeping defined systems running under an SLA (patching, monitoring, backups and support). Managed IT services may include broader lifecycle work, project delivery and additional service layers.
• Is IT maintenance priced per device or per user, and which is usually better?

  Per user tends to suit environments where the support effort maps to named users. Per device is often better for mixed estates (PCs, servers, NAS, printers) because it aligns cost with the assets being maintained.
• What’s included in a typical IT maintenance SLA (patching, monitoring, backups, support)?

  A typical SLA covers response times, patching cadence, monitoring coverage, backup/DR checks and how support is handled. Always confirm what’s included, what’s excluded and how urgent business impact is handled.
• Can I estimate my IT maintenance price using a calculator, and what inputs do I need?

  Yes, but only if the calculator requests the right inputs: number of devices and servers, required response times, on-site needs, and the security/backup scope. An initial audit is the most reliable way to validate assumptions.