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FAQs
// FAQ
Foundations
What Is a Managed Services Provider (MSP)?
An MSP is a partner that proactively manages your technology—endpoints, networks, cloud apps, security, backups, and user support—using standardized tools, processes, and SLAs for predictable outcomes and costs.
Why should every business consider an MSP?
Because every modern business relies on technology. An MSP:
- Reduces downtime with proactive monitoring & patching
- Lowers risk with layered security and tested backups
- Controls costs via per-user/per-device pricing
- Frees leaders to focus on growth instead of IT firefighting
- Adds strategic guidance (vCIO) so IT aligns with business goals
How is an MSP different from “break/fix” support?
Break/fix responds after something breaks. MSPs prevent issues—monitoring 24/7, patching, testing backups, and coaching users to avoid incidents. It’s the difference between reactive and proactive IT.
Why every business benefits from partnering with an MSP
An MSP gives you predictable IT, stronger security, less downtime, and strategic guidance—for a fraction of the cost and complexity of doing it all in-house.
Security & Compliance
How does an MSP improve security?
- Hygiene at scale: automated patching, configuration baselines
- Endpoint protection: AV/EDR, firewall, device encryption
- Identity & access: MFA, conditional access, least privilege
- Email security: advanced filtering, DMARC, anti‑phishing
- User readiness: security awareness training & phishing simulations
- Monitoring & response: alerts triaged to SLAs; incident playbook
What happens if there’s a breach?
You get an incident response process: contain → eradicate → recover → report → lessons learned. Expect coordination with legal, cyber insurance, and law enforcement when needed, plus post‑incident hardening.
Can an MSP help with compliance (HIPAA, PCI, SOX, CMMC, etc.)?
Yes—MSPs help implement controls (MFA, encryption, logs, access reviews, backups, policies), evidence collection, and continuous monitoring. Your auditor sets the bar; the MSP operationalizes the controls and documentation.
Backups, Disaster Recovery & Business Continuity
How do backups work?
Best practice uses a 3‑2‑1 approach (3 copies, 2 media, 1 offsite) with immutable/cloud copies. We back up servers, endpoints (as needed), and SaaS platforms (e.g., Microsoft 365). Backups are tested and monitored.
What are RPO and RTO?
- RPO (Recovery Point Objective): how much data you can afford to lose (e.g., 4 hours)
- RTO (Recovery Time Objective): how quickly systems must be restored (e.g., 2 hours)
We’ll align RPO/RTO with your budget and risk tolerance.
Services & Scope
What’s included in a typical MSP plan?
- Help desk & remote support (with defined hours and emergency escalation)
- Endpoint management (Windows/Mac), patching, configuration baseline
- Network management (firewalls, switches, Wi‑Fi)
- Identity & access management (MFA, SSO/IdP governance)
- Email & collaboration (Microsoft 365/Google Workspace)
- Endpoint protection (AV/EDR) and DNS filtering
- Backup & disaster recovery (servers and SaaS)
- Asset lifecycle (procurement assistance, inventory, warranty tracking)
- Documentation & runbooks
- vCIO/strategic IT roadmap and quarterly reviews
- Vendor management (ISPs, printers, telecom, line‑of‑business vendors)
Do you support co‑managed IT with our internal team?
Yes. We can handle monitoring, patching, and escalations while your team manages local tasks or line‑of‑business apps. You keep visibility and control; we provide tooling and coverage.
Can you manage Microsoft 365, Azure, Google Workspace, AWS?
Yes—account governance, license optimization, identity security, conditional access, conditional policies, email security, data protection (DLP), and cost controls.
What’s typically out of scope (but available as projects)?
Migrations, complex cloud or network redesigns, new site builds, custom app dev, major security remediations, compliance audits, and on-site work beyond the included allotment.
Do you support remote/hybrid work?
Absolutely—device management, identity-based security, conditional access, secure VPN/ZTNA, data loss prevention, and endpoint hardening for anywhere work.
Do you update third‑party apps?
We manage common application patching via our RMM, subject to compatibility testing and maintenance windows.
Cost, ROI & Contracts
How does MSP pricing work?
Typically per-user or per-device. Projects are scoped separately. The result: predictable monthly OPEX aligned to headcount and risk.
What contract terms are typical?
Month-to-month or annual with auto-renewal. Clear SLAs, SOW for projects, and a documented exit plan (offboarding, data delivery, license hand‑off).
How does an MSP save money vs hiring in-house?
- No hiring/training overhead for multiple roles (sysadmin, security, cloud)
- Tooling shared across clients → economies of scale
- Fewer outages and faster resolution reduce hidden downtime costs
- Better license optimization and lifecycle planning
Who owns our data and configurations?
You do. We’ll document admin roles, store credentials securely, and provide export of documentation and backups upon termination per the contract.
// Ready to see how managed services could reduce risk and cost for your team?