MSP Plan FAQs

What will I get

You will get support from us. That may be help with a particular issues on your computer or internet or it may just be answers to questions or advice.

To keep things affordable we cap the support we offer as outlined in each plan.

You can start support requests via email or, on some plans by calling us. You can also book a callback at a particular time using our calendar page

We may then resolve things via email, do a remote session to your computer or setup a one-to-one chat with you on the phone or on the computer (we use Zoom/Teams)

We also watch the performance and availability of your internet and computer - we can send you a report on this each month if you are interested, but we can also look at the historical performance measures when you have a problem and see what might have changed and now be causing the issue.

Depending on which plan you take, we will install security, backup and other utilities your computer to keep it safe and keep it secure. The cost of these are included in your monthly fee.

Finally, we publish tips, tricks and training to try to help remove some of the witchcraft and mystery from IT, computers and the internet. These are optional!

What Happens Next - After I Place My Order

You will get a welcome email that explains the next steps in detail, but essentially we will setup a remote session to take a look at your computer and make sure that we understand the setup.

We will put some software on that helps us monitor the performance of your computer and network - don't worry we cannot use it to snoop, sniff or spy on you.

We will also do some work to secure your computer and confirm that things are setup properly. Once that is done you can raise issues and questions with us via email or chat.

If we need to remotely access your computer to help with a problem or show you how to do something you may need to approve that from your computer screen.

If we need to 'meet' we will send you a link to click where you can select a time that suits you. We will then jump on an online meeting or just talk on the phone.

You can book phone calls via our calendar page

What extras can I purchase

Any other services that you can see on our MSP product page are available to you too - we can recommend things that might be useful as questions come up but generally speaking most issues relate to the internet, your computer, backups, lost passwords, security and of course email!

We can help with all of that but first let's see how stable your current setup is - there may be no need to change anything once we have your current setup stable and working properly

Are there any hidden charges

No - there are no hidden charges. We will charge you the agreed amount each month.

You may select some customisations to your plan that might affect the recurring month fee but you will know what they are and approve the charges before we can charge you.

You may ask for more support hours in a given month than are included in your plan - this will be approved in advance by you.

You may also ask for us to attend your site - this attracts an extra charge and will be approved by you on a case by case basis.

Can I cancel

Yes - the long and the short of it is that you can cancel at any time. We do not want you to stay with us unless you feel you are getting great value.

Full disclosure, the Foundation support plan is not a huge money maker for us - we want to support smaller businesses for two main reasons:

1. You deserve better support and that can be hard to find for a small business - it makes us feel good to be helping make small businesses' tech run smoothly and feel like an asset rather than a burden.

2. Medium sized business usually start as small businesses - we are hopeful that you see value in what we do and as you grow, so will we.

Once we have you stabilised we expect that you might move to the next (Build) plan or move down to our Foundation-lite plan

Is this secure

This is a great question - please ask it every time you do something different or new online 👍

Firstly, we will only remote into your computer with your permission. If it makes you more comfortable we can set things up so we can only access your computer when when you are there and watching us - we set it up so we cannot do it without you providing us access by clicking a confirm button on your screen each and every time.

We would love it if you made it difficult for us to get in by asking questions. If in doubt, don't believe us and don't let us in!

The other software we use to measure the performance of your computer and networks cannot snoop, sniff or spy on you so your privacy is assured.

Finally, when we check the initial setup of your computer we will take a look at the security settings and suggest any configuration changes that might firm things up there. Often enabling the free stuff that comes from Microsoft or Apple is a great first step at hardening your environment and keeping you a little safer.

After that is done we will suggest any add-ons as circumstances change or things bubble up.