Frequently asked questions
Answers to the questions we’re asked most often. Can’t find what you need? Our UK team is happy to help.
Where is your support desk based, and what are your hours?
Our service desk is staffed in the United Kingdom. Standard hours are Monday to Friday, 9:00–17:30 (GMT), with 24/7 cover available for clients who need round-the-clock support of critical systems.
Is my data kept in the UK?
Yes. We offer full UK data residency, with sovereign and hybrid cloud options, so your data stays within UK jurisdiction in line with UK GDPR and the Data Protection Act 2018.
What SLAs and response times do you offer?
Every engagement includes clearly defined SLAs with response and resolution targets set by priority. Critical, business-down incidents receive the fastest response, and we report performance against your SLAs every month.
Do you provide support across the whole UK?
Yes. Alongside our remote service desk, we maintain a network of field engineers who can attend sites across England, Scotland, Wales and Northern Ireland.
Which accreditations and standards do you work to?
We work to recognised standards including Cyber Essentials Plus, ISO/IEC 27001, ITIL 4 and NCSC guidance, and we comply with UK GDPR. Your account manager can share the current certificates relevant to your sector.
How does onboarding work, and how long does it take?
We start by auditing and documenting your estate, then prioritise security and monitoring so you feel the benefit quickly. A typical onboarding runs over two to six weeks depending on size and complexity, with minimal disruption.
How is your pricing structured?
Pricing is transparent and quoted in pounds sterling, usually as a fixed monthly fee plus VAT — often per user or per device. You get predictable costs with no hidden charges.
Can you work alongside our existing in-house IT team?
Yes. Our co-managed model lets us complement an internal team — providing 24/7 cover, specialist skills, security or overflow support — or we can act as your complete outsourced IT department.
Are we tied into a long contract?
We offer flexible terms to suit you, with fair notice periods and clean exit arrangements. We’d rather earn your business through results than lock you in. (CLIENT: confirm standard contract terms.)
Which industries do you specialise in?
We have particular depth in regulated, high-stakes sectors — banking and finance, telecom, enterprise technology, retail, healthcare and higher education — and we understand the regulators and standards each must meet.
Still have a question?
Ask our UK-based team anything — we’ll give you a straight, jargon-free answer.