IT support questions
IT Support Questions Small Businesses Ask
Straight answers on cost, contracts, security, backups and what working with us is like. Don't see your question? Book a free chat and ask us.
Getting started
What do you do for a business our size, and what does a typical week look like?
We look after the day-to-day IT for businesses from one-person operations up to teams of around 50: helping your team when something goes wrong, keeping devices and Microsoft 365 updated and secure, and monitoring your backups. On a normal week you will hear little from us, because most of the work happens quietly in the background and problems are spotted before they affect you.
How do we know what state our IT is actually in?
We start by gathering the facts. If you have a current IT provider or person, we work with them to learn how things are set up. If you do not, we pull the details directly from your devices and accounts. We then explain in plain English what is fine, what needs attention and what can wait, and plan the handover with you. Book a free chat and we will talk through how that works for your business.
Can you take over from our current person without us losing anything?
Yes. We work with your current provider or person to get the information we need, or pull the data ourselves if there is nobody there, and then plan the handover with you so email, files and logins keep working. If you are moving email and data from an existing provider, we handle that as part of the move.
Are we too small for you to care about?
No. We support businesses from one-person operations up to teams of around 50, in any sector. A ten-person business is a good fit for how we work.
Who will I actually speak to when I ring?
You deal directly with us - no call centres and no being passed around. We know your setup, so you do not have to explain it from scratch each time.
Cost and contracts
How much will it cost each month, and will there be surprise bills?
It depends on the number of users and devices and the level of support you need. Managed IT support is a monthly plan, and pay as you go support is charged at £95 per hour for remote or onsite help. Exactly what is included depends on what we are looking after, for example Microsoft 365 only or other systems and services as well, and we spell out what is and is not covered in your quote before you agree to anything. We do not bill for a quick chat about an IT solution. The calculator on our business IT support page gives an estimate.
Am I locked into a long contract, and what if I am not happy?
Pay as you go support has no contracts at all. Managed IT support starts with a 12-month initial term, with a 30-day review period at the start during which you can leave at no charge. After that it rolls monthly, with 30 days' notice, with no automatic renewal into another fixed term.
Do we own our equipment, accounts and passwords? What happens if we part ways?
Your equipment, accounts and data are yours. If you decide to move on, we help you hand everything over to your next provider, and reasonable transfer assistance is included at no charge. Anything well beyond a normal handover is charged by time, and we agree that with you first.
Can you tell me honestly where we are wasting money on software or subscriptions?
Yes. We can review your Microsoft 365 licences and other subscriptions, and point out anything you are paying for but not using or that could be set up more cheaply. If it means a lower bill, we will say so.
When things go wrong
If nobody can get online first thing on a Monday, how do we get help?
Existing clients can call 0330 223 0005 or email help@uk-it.uk. Either way, every request is logged, given the right priority under your service level and assigned to the right person. If you are not yet a client, call 0330 223 0005, email hello@uk-it.uk or book a free chat.
Can you fix problems without coming to the office, and what if someone is locked out?
Yes. Most issues, including locked accounts and forgotten passwords, are fixed quickly with remote access. We visit you on-site when it is needed.
Security
How likely is it that someone targets a business as small as ours?
Small businesses are targeted regularly, mostly by automated attacks that look for easy openings rather than specific victims. The most common routes are convincing emails, weak or reused passwords and software that has not been updated. Those are all things that can be reduced with sensible set-up and good habits.
One of the team nearly clicked a dodgy email. How do we stop that becoming a real problem?
We use layers. Advanced email protection filters out many suspicious emails before they reach your team, and we help your people learn what to look out for. Add sign-in protection on your accounts and one mistake is far less likely to cause real damage.
If we were hacked or hit by ransomware tomorrow, what would you do?
We would act quickly to stop the problem spreading, work out what was affected, secure your accounts and restore what we can from your backups. How long recovery takes depends on what was affected, which is why recent, tested backups matter so much. We would rather help you prepare now than promise a time on the day.
Will our insurance or bigger customers expect Cyber Essentials, and can you help?
Many customers, tenders and insurers ask for it, so it is worth checking. We are Cyber Essentials certified ourselves. We help with the technical side: setting up and configuring the controls and providing evidence of compliance. We do not carry out the assessment ourselves. It is better to have someone independent mark the work, a bit like getting someone else to mark your homework, so the assessment is carried out by an approved certification body.
How do you keep our customers' personal details safe, and are we doing enough for data protection?
On the technical side, we protect data with secure account sign-in, email protection, encrypted backups and up-to-date devices. Data protection law also covers how you collect and use personal data, which is a legal matter and not something we advise on. The Information Commissioner's Office has free guidance for small businesses.
Backups and losing data
If a laptop is stolen or the office floods, what do we lose and how do we get it back?
If your data is backed up, you lose very little. Backups run automatically every day, are encrypted, and can be held in the cloud, locally or both. We restore your files, folders and mailboxes from the backup. Setting up the replacement device itself is a separate piece of work, which we quote for.
How do you know our backups work, and could you recover a folder deleted by accident?
We can monitor your backups and flag any problems before they matter, and for Microsoft 365 backups we carry out regular test restores. A folder deleted by mistake can usually be recovered from a recent backup, because we can restore from any backup point.
Staff and day-to-day working
When someone joins or leaves, who sorts their email, laptop and access?
We do. Tell us when someone is starting or leaving and we set up or remove their email, accounts and access, and prepare or collect their device, so nothing is left open or forgotten.
Is working from home or on personal phones safe, and can you set it up so it just works?
It can be, with the right set-up. Microsoft 365 accounts, sign-in protection and device settings can be configured so people can work from home or read company email on a personal phone without leaving your data exposed. We set it up and make sure it works for your team.
Can you train the team on spotting scam emails without a boring lecture?
Yes. We keep security awareness short, practical and in plain English, using real examples your team is likely to see. Our blog also shares regular, easy-to-read warnings about current scams.
Looking ahead
When our computers get old, how do we know when to replace them, and can you supply new ones?
We keep an eye on the age and health of your devices, so you get notice before a computer becomes a problem and can budget for it. We can supply new laptops and desktops and set them up ready to use.
We may grow to eight or ten people. Will your service grow with us?
Yes. We support teams from one person up to around 50, and cost is based on your number of users and devices, so it scales as you grow. Use the calculator on our business IT support page to see how it changes.
How will I know you are doing a good job?
We explain what we have done and why in plain English, with no jargon, and you deal directly with us, so you can ask anything at any time. If something is not working for you, you will hear it from us first.