Frequently Asked Questions

A Managed Service Provider (MSP) is a company that remotely manages and supports an organization’s IT infrastructure, systems, and services. This can include network monitoring, security management, data backup, cloud services, and more. SMB is unique as we service both Windows and Mac Users. SMB is both a Certified Apple Consultant for two decades and a Microsoft Business Partner. We are experts in mixed environments or stand-alone Windows or Mac environments including Co-Managed partnerships.

An MSP allows you to offload IT operations to experts, freeing up your internal resources to focus on core business objectives. It helps improve system reliability, reduce downtime, increase security, and ensure compliance with industry regulations. You also get a team of professionals with a wide range of knowledge and certifications.

Managed IT services are ideal for small to medium-sized businesses (SMBs) that lack in-house IT departments, as well as larger companies looking to supplement their internal teams with specialized expertise (Co-Managed).

If your organization is experiencing frequent IT issues, struggling with cybersecurity, lacks proactive IT management, need a Help Desk or you want to scale your business efficiently without increasing internal IT costs, an MSP like SMB might be the right solution.

SMB offers a range of IT services, including:

• Network monitoring and management
• Data backup and disaster recovery
• Cloud services and migration
• Cybersecurity management (firewall, antivirus, endpoint protection)
• Helpdesk and technical support
• IT consulting and strategy
• Compliance management (HIPAA, GDPR, etc.)
• Server and infrastructure management
• Software updates and patch management
• Great Customer Experience

Yes, SMB can provide cloud migration services, helping you move from on-premises systems to cloud-based solutions (e.g., AWS, Microsoft Azure, or Google Cloud). This can improve scalability, flexibility, and cost-efficiency.

SMB provides 24/7 monitoring and support, ensuring that critical systems are always up and running, and issues are addressed immediately.

SMB offers remote support as the primary means of managing IT systems. However, depending on the issue or service agreement, on-site support may     also be available.

Pricing varies depending on the services you require, the size of your organization, and the complexity of your IT needs. SMB Managed services are billed on a user basis, with options for one, two or three year annual contracts. SMB also offers a la carte pricing for specific services. SMB also can also take on individual projects on a time and materials basis.

SMB offers scalable pricing plans based on your business size and specific requirements. For example, a small business might only need basic monitoring, while a larger company might require more comprehensive support or enterprise-level solutions and security.

A typical SMB managed service contract includes service level agreements (TOS) outlining the level of service you can expect, such as response times, uptime guarantees, and the scope of services (e.g., 24/7 monitoring, regular updates, backups).

SMB is transparent about our pricing. Be sure to always review the terms of your agreement and get clarification on any potential additional fees for services that may not be covered under the standard agreement, such as emergency support or on-site visits.

SMB’s uses a combination of firewalls, encryption, antivirus, intrusion detection systems (IDS), and endpoint protection to safeguard your data. SMB also monitor systems 24/7 for potential threats and vulnerabilities.

Yes, SMB can assist with meeting various industry compliance standards, including NIST, PCI, HIPAA, GDPR, PCI-DSS, and more. SMB can help implement security measures, perform audits, and ensure that your IT infrastructure meets required standards.

SMB offers advanced threat detection and response systems. SMB proactively monitors networks, detects anomalies, and respond to security incidents to prevent breaches and minimize damage.

Support options typically include phone, email, or live chat. SMB also provides a ticketing system for tracking issues, as well as a world class Help Desk dedicated to enhancing our SMB customer experience.

If 24/7 support is part of your agreement, you should be able to contact SMB at any time. We have a dedicated team for after-hours emergencies, ensuring that critical issues are addressed immediately.

SMB manages updates, patches, and upgrades to ensure your IT infrastructure is secure and running optimally. SMB schedules maintenance during off-hours to minimize disruption to your business.

We have a formal escalation process in place that will be included in your Terms of Service. You can typically escalate the issue to a higher level of support with a dedicated manager for resolution.

The implementation timeline varies depending on the complexity of your environment and the services you require. For smaller businesses, implementation can take a few weeks, while larger companies with more complex systems may take several months.

Yes, SMB provides IT consulting services as your trusted advisor to help you align your technology with your business goals, optimize your IT infrastructure, and create best practices for long-term strategies for growth and scalability.

The first step is usually a consultation where the SMB will assess your current IT environment and understand your needs. From there, we will propose a customized solution and pricing plan tailored to your business.