Skip to main content

Frequently Asked Questions

Find answers to common questions about our managed IT services, processes, and how we can help your business succeed.

General

What services are included in your managed IT package?
Our managed IT packages include 24/7 monitoring, proactive maintenance, cybersecurity services, help desk support, cloud management, and strategic IT consulting. We customize each package based on your business needs and scale, ensuring you get the right level of support without overpaying for unnecessary services.
How quickly do you respond to IT issues?
We categorize issues by severity and have guaranteed response times for each level. Critical issues affecting multiple users or business operations receive immediate attention (within 15-30 minutes). High-priority issues are addressed within 1-2 hours, while standard requests are typically handled within 4 business hours. Our average resolution time is significantly faster than these guarantees.
How do you handle data security and compliance?
We implement multi-layered security protocols including advanced endpoint protection, network security, email filtering, and regular security assessments. For compliance, we're experienced with HIPAA, PCI DSS, GDPR, and other regulatory requirements. We provide documentation and controls to help maintain compliance and can assist with security audits and certifications.
What is your pricing model?
We offer predictable monthly subscription pricing based on the number of users and devices, plus the specific services required. This model provides budget certainty and eliminates unexpected IT expenses. We can provide a detailed quote after understanding your specific needs through our initial assessment process.
How do you support remote workers?
We provide comprehensive support for remote teams including secure remote access solutions, VPN setup and management, cloud workspace implementation, home office security assessments, and dedicated support for remote workers. Our help desk is equipped to troubleshoot issues regardless of employee location.
What is your approach to healthcare IT and EMR systems?
Our healthcare IT specialists are certified in major EMR systems implementation and support. We understand the unique challenges of medical environments including strict HIPAA compliance requirements, integration with medical devices, and the critical nature of healthcare data. Our AI-certified specialists help optimize clinical workflows and ensure system reliability.
What does your onboarding process look like?
Our onboarding process includes a comprehensive IT assessment, documentation of your existing environment, security evaluation, strategic planning session, and gradual transition of services. The typical onboarding takes 2-4 weeks depending on complexity, and we work closely with your team to ensure minimal disruption to your operations.
Do you provide hardware and software procurement?
Yes, we offer complete procurement services for hardware and software. Our vendor relationships often allow us to secure better pricing than direct purchases. We handle the entire process from needs assessment and recommendations to ordering, configuration, deployment, and ongoing management of technology assets.

Subscription

What kind of subscriptions do you offer?

We offer flexible subscription plans to meet the unique needs of each client. Our typical service models include:

Basic Support Plan: Covers essential monitoring, antivirus, patch management, and remote support during business hours. Ideal for smaller businesses or startups.

Standard Plan: Includes everything in the Basic Plan plus unlimited remote support, user account management, proactive maintenance, and vendor liaison.

Premium Plan: Designed for businesses that require full coverage. Includes 24/7 support, onsite visits, advanced cybersecurity services, compliance support, cloud management, and strategic IT consulting./

Custom Plans: We can also tailor a subscription to match your business’s specific needs and budget. Whether you're a small team or a growing organization with complex infrastructure, we’ll build a plan that works for you.

What is your refund policy?

Our services are billed in advance based on the agreed subscription plan. Because we allocate resources and plan support capacity in advance, we generally do not offer refunds for unused time or services.

However, if you believe there has been an error in billing or if you’re not satisfied with a specific aspect of our service, please reach out to us within 7 days of the charge. We’ll review the situation and do our best to resolve it fairly—whether that means a credit toward future service or, in some cases, a partial refund.

Our goal is to maintain transparency and build long-term relationships, so we’re always open to discussing concerns.

Do you offer long-term support?

Yes, we do. We specialize in ongoing, long-term IT support tailored to your business needs. Whether you're looking for consistent monthly maintenance or a multi-year partnership, we provide stable, proactive support to keep your systems secure, up-to-date, and running smoothly.

Long-term clients benefit from priority response times, regular system reviews, and strategic IT planning to help your business grow. We’re not just here for quick fixes—we’re here to be your trusted IT partner.

Contact us

  • Phone
  • Email
    This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Address
    10 Dunsheath way, Unit 209
    Markham, ON L6B 1N3

    Block 44 Apo Quarters,
    Garki Abuja FCT