Frequently Asked Questions

Yes, and you never gave it up in the first place. Your domain stays registered in your name, admin credentials live in a break-glass account you control, and our documentation of your environment is exported to a drive you own and refreshed quarterly. Offboarding is a defined 10-business-day process (credential handover, documentation transfer, removal of our access, confirmed in writing) at no charge. It's in the contract, not just on this page.

No. We ask for a 90-day initial term because migration and cleanup are real work. After that, the agreement is month-to-month with 30 days' written notice. There is no auto-renewal clause and no early-termination fee. Clients who stay because leaving is expensive aren't clients, they're hostages.

No. Before you sign, you get a line-item quote: per-user fee, license costs with our margin stated as a percentage, and the hourly rate for out-of-scope work. Scope is a written list. If a request falls outside it, we quote it and you approve it in the ticket before we start. Nothing appears on an invoice you haven't already seen.

Per user. You pay for each person we support, whatever devices they use, so a new hire costs one more unit and a departure costs one less. We avoid per-device pricing because it punishes you for a second laptop, and flat fees because they keep charging you for the size you used to be. Your quote states the unit price and what counts as a unit.

Both numbers that matter: response (when a human starts on your ticket) and resolution (when it's fixed), by severity. A business-down outage gets a 30-minute response target; a single-user issue gets 4 business hours. If we miss a response SLA in a month, you receive a service credit on that invoice, at a percentage stated in the contract. An SLA without a penalty we pay is decoration.

A named primary technician and a named backup, both of whom attend your quarterly reviews. When someone leaves us, you meet the replacement before your first ticket with them. Our helpdesk is our own staff; if that ever changes, it changes in your agreement and your quote first.

We built our pricing and tooling for companies under 50 seats, and most of our clients are under 20. Your SLA is the same document a larger client signs, and your quarterly review happens whether you have 4 users or 40. Small businesses aren't our filler revenue; they're our market.

No. We standardize on platforms with plenty of competing providers (Microsoft 365, Google Workspace, mainstream backup and firewall vendors), licensed in your name wherever the vendor allows. If we part ways, the licenses, data, and configurations stay with you, and any competent successor can pick them up. The only thing that leaves with us is our own monitoring agent, which uninstalls at offboarding and holds none of your data.

Your terms survive a change of ownership, and the change itself triggers your right to terminate on 30 days' notice, fee-free, with full offboarding. Nobody can honestly promise they'll never sell; we can promise the protection lives in your contract instead of our marketing.

Yes. Our baseline security package covers what carriers actually ask about: MFA everywhere, endpoint detection and response, tested backups, and offboarding for departed employees. When your renewal questionnaire arrives, we complete the technical sections with you. If there's a control we don't provide, we say so in writing and quote what adding it costs, so any gap is a decision you made, not a surprise your adjuster finds.