Frequently Asked
Questions

Onboarding follows a structured 30/60/90-day framework. Week 1 is a kickoff call and access provisioning. Weeks 2-3 cover a full environment audit — infrastructure, security posture, documentation gaps. By day 30, monitoring and alerting are live. By day 60, all critical systems are under active management with documented runbooks. By day 90, you're in steady-state operations with monthly reporting.

Our standard engagement starts at 12 months — this gives us enough time to properly audit, onboard, stabilize, and demonstrate measurable value. We also offer month-to-month arrangements after the initial term. There are no hidden cancellation fees.

For most engagements, we can begin the discovery and audit phase within 5-7 business days of signing. Emergency or urgent situations (active security incident, critical system failure) can be triaged within 24 hours.

Yes. We manage on-premises, hybrid, and fully cloud-native environments across AWS, Azure, and GCP. Our engineers hold certifications across all three major cloud platforms. We also manage hybrid setups with co-located or on-premises infrastructure connected to cloud workloads.

Our standard SLA tiers are: Business Hours (8x5) with <1 hour response, Extended Support (16x5) with <30 min response, 24x7 Critical with <15 min response, and Elite with <15 min response plus a dedicated on-call engineer. SLA commitments are contractual and we publish our compliance rates publicly on our NOC dashboard.

Absolutely. We have engineers experienced in preparing environments for SOC 2 Type II, HIPAA, ISO 27001, GDPR, and NIST frameworks. We handle the technical controls — access management, encryption, audit logging, vulnerability scanning, and documentation — so your environment is audit-ready. We work alongside your compliance team or auditor to ensure everything passes.

Our infrastructure is designed for elastic scaling. If you need to add users, servers, or endpoints, we can provision and onboard additional capacity within days, not weeks. Pricing adjusts proportionally based on your MSP tier — no surprise charges. Auto-scaling for cloud workloads is configured from day one.

Every client is assigned a lead engineer who knows your environment inside and out. For Elite tier clients, this engineer is also your dedicated on-call. You always communicate directly with engineers — we don't use account managers or intermediaries. For after-hours coverage, our NOC team is fully briefed on your environment.

24x7 and Elite tier clients have round-the-clock coverage with automated alerting and on-call engineer escalation. P1 incidents trigger an immediate response regardless of time. Business Hours clients can purchase emergency response blocks for after-hours coverage, or upgrade their SLA tier at any time.

You receive monthly operational reports covering: uptime and availability metrics, incident summaries with root-cause analysis, patch compliance status, security event summaries, SLA compliance rates, and recommendations for the coming month. You also get access to a real-time dashboard (similar to our public NOC) tailored to your environment.

We don't believe in vendor lock-in. All documentation, runbooks, configurations, and access credentials are yours. If you choose to transition away, we provide a structured offboarding process including full knowledge transfer, documentation handoff, and a 30-day transition support period. We use industry-standard tools specifically so you're never trapped.

Pricing is per-user, per-server, and per-endpoint with a monthly flat rate — no hidden fees, no surprise invoices. Your rate depends on three factors: environment size, SLA tier, and whether you add the advanced security stack. Use our MSP Calculator for an instant estimate, or contact us for a precise quote based on your environment.

Yes, completely. The initial infrastructure audit (30-minute session) is free with no strings attached. We'll review your environment, identify your top 3 risks, and give you honest recommendations — even if the right answer is "you don't need us." There's no obligation to proceed.