Question 1

What areas do you cover?

Accepted Answer

We provide services in Nairobi, Kenya and London, UK. For other locations, we can discuss remote support options or partner recommendations.

Question 2

How quickly do you respond to support requests?

Accepted Answer

Our SLA guarantees: Critical issues within 1 hour, High priority within 4 hours, Standard requests within next business day. 75% of issues are resolved on first contact.

Question 3

Do you work with existing IT providers?

Accepted Answer

Yes, we can work alongside your current team or gradually transition services. We also provide co-managed IT where we handle specific areas like security or monitoring.

Question 4

What size businesses do you typically work with?

Accepted Answer

We work with businesses from 5 to 500+ users, from small offices to large corporate headquarters. Our solutions scale with your growth.

Question 5

How do you ensure our data is secure?

Accepted Answer

We implement multi-layered security including endpoint protection, network firewalls, email security, backup encryption, MFA, and regular security audits. All aligned with industry best practices.

Question 6

Are you compliant with data protection regulations?

Accepted Answer

Yes, we ensure GDPR compliance for UK clients and follow Kenya's Data Protection Act. We help implement proper data handling, privacy policies, and breach response procedures.

Question 7

What happens if we get hacked or have a data breach?

Accepted Answer

We have 24/7 security monitoring and immediate incident response procedures. Our team will contain the threat, assess the damage, restore systems, and help with regulatory reporting if required.

Question 8

Do you provide cybersecurity training for staff?

Accepted Answer

Yes, we provide security awareness training, phishing simulation campaigns, and regular updates on emerging threats. Human error is the biggest risk, so we ensure your team is prepared.

Question 9

How often do you update security measures?

Accepted Answer

Security patches are applied weekly or immediately for critical vulnerabilities. We review and update security policies quarterly and conduct annual penetration testing.

Question 10

What backup and disaster recovery do you provide?

Accepted Answer

We implement 3-2-1 backup strategy (3 copies, 2 different media, 1 offsite). Regular restore testing ensures you can actually recover your data when needed. RTO/RPO targets are defined per client needs.

Question 11

What's included in your monthly MSP pricing?

Accepted Answer

MSP pricing includes proactive monitoring, help desk support, patch management, security updates, monthly reporting, and strategic IT planning. Hardware, software licenses, and major upgrades are typically separate.

Question 12

Do you offer project financing?

Accepted Answer

Yes, we work with financing partners to provide flexible payment terms for larger projects. Options include equipment leasing, staged payments, and bundled service agreements.

Question 13

Are there any hidden costs or surprise bills?

Accepted Answer

No surprises. We provide transparent, fixed monthly pricing for MSP services. Any additional work or emergency calls are pre-approved with clear estimates before we proceed.

Question 14

What's your contract terms and cancellation policy?

Accepted Answer

Standard contracts are 12-24 months for MSP services, month-to-month for project work. 30-day notice for cancellation. No lock-in tactics - we keep clients through great service, not contracts.

Question 15

How do you handle cost differences between Kenya and UK?

Accepted Answer

Our pricing reflects local market conditions and costs. Kenyan pricing is in KES, UK pricing in GBP. Both offer the same high service standards adapted to local compliance and infrastructure.

Question 16

How long does it take to implement new systems?

Accepted Answer

Timeline depends on scope: Network refreshes 1-2 weeks, CCTV systems 1-3 weeks, full office fitouts 2-6 weeks. We provide detailed project timelines and minimize business disruption.

Question 17

Do you work outside business hours?

Accepted Answer

Yes, we schedule installations and major changes outside business hours or weekends to minimize disruption. Emergency support is available 24/7 for critical systems.

Question 18

What happens to our existing equipment?

Accepted Answer

We audit existing infrastructure and recommend what to keep, upgrade, or replace. We can repurpose compatible equipment, arrange certified data destruction for old devices, and help with asset disposal.

Question 19

Do you provide documentation and training?

Accepted Answer

Yes, every project includes comprehensive documentation, network diagrams, and user training. We also provide ongoing training for new features and best practices.

Question 20

What if something goes wrong after installation?

Accepted Answer

All our work comes with warranties and ongoing support. We provide immediate response for any post-installation issues and ensure everything works exactly as promised before project closure.

Frequently Asked Questions

General Services