Frequently Asked Questions — Cloud IT Solutions Expert

Question 1

How do I get started with Cloud IT Solutions Expert?

Accepted Answer

The easiest first step is a free IT assessment call — usually 30 minutes. We review your current environment, understand your pain points, and recommend the right service tier. There's no commitment and no hard sell. Just book via our contact page or call +27 64 750 2555.

Question 2

What does the onboarding process look like?

Accepted Answer

Once you sign up, we follow a structured 4-step onboarding: (1) Environment audit — we document everything currently in place. (2) Remediation — we fix any immediate issues. (3) Monitoring setup — we deploy our monitoring tools. (4) Handover — you get a dedicated contact and we're live. Most clients are fully onboarded within 2–3 weeks.

Question 3

Do you work with small businesses or only large enterprises?

Accepted Answer

Both. Our Essentials plan is designed specifically for teams of 5–20 users. We work with law firms, medical practices, small manufacturers, and growing startups — not just large corporates.

Question 4

What areas do you serve?

Accepted Answer

We serve businesses locally and remotely. Remote support is delivered nationally and internationally. For on-site visits, contact us to confirm coverage in your area.

Question 5

How is pricing calculated?

Accepted Answer

Pricing is per active user per month, based on your chosen tier (Essentials, Business, or Enterprise) and the number of devices and servers under management. Most small businesses land between R650–R950 per user/month all-in. We confirm your exact number after a free assessment.

Question 6

Do I have to sign a long-term contract?

Accepted Answer

No. We offer flexible month-to-month agreements as well as annual plans at a discount. You're never locked in against your will.

Question 7

Are there hidden call-out fees or after-hours charges?

Accepted Answer

No hidden fees. Your monthly invoice covers everything included in your tier. Any out-of-scope work (e.g. a major hardware procurement project) is quoted separately and approved by you before we proceed.

Question 8

Do prices include VAT?

Accepted Answer

All prices quoted exclude VAT unless stated otherwise on your invoice.

Question 9

How quickly do you respond to issues?

Accepted Answer

Essentials clients: within 4 business hours. Business clients: within 2 business hours. Enterprise clients: custom SLA, including 24/7 critical incident response. Emergency support for managed clients is always available.

Question 10

What counts as a 'critical issue'?

Accepted Answer

A critical issue is anything that stops your business from operating — a server down, a ransomware attack, a complete network outage, or a data breach. These are escalated immediately regardless of your tier.

Question 11

Do you offer after-hours support?

Accepted Answer

Business and Enterprise clients get extended support hours (07:00–19:00 weekdays). Enterprise clients get 24/7/365 monitoring and incident response. Essentials clients have access to emergency support for critical issues outside business hours.

Question 12

Can I contact you via WhatsApp?

Accepted Answer

Yes — WhatsApp is often the fastest way to reach us for non-critical queries. Message us on +27 64 750 2555 and we'll respond during business hours.

Question 13

What if I already have an in-house IT person?

Accepted Answer

We work alongside in-house IT staff all the time. We provide specialist expertise, 24/7 monitoring coverage, and backup capacity they can't provide alone. Many clients use us to augment a single internal IT person who handles day-to-day requests.

Question 14

Do you handle load shedding resilience?

Accepted Answer

Yes — this is a core part of what we do. We assess your current UPS, generator, and connectivity failover setup, identify gaps, and recommend or implement solutions to keep you running during power disruptions.

Question 15

Can you help us become POPIA compliant?

Accepted Answer

Yes. POPIA compliance support is included in our Enterprise tier and available as an add-on for Business clients. We help you understand your data processing obligations, implement technical controls, and document your compliance posture.

Question 16

Do you manage Microsoft 365 and Azure environments?

Accepted Answer

Yes — this is a core strength. Our engineers hold active MCSE, Azure, and M365 certifications. We manage licensing, configuration, security, identity, and compliance across the full Microsoft stack.

Question 17

How do you protect against ransomware?

Accepted Answer

We deploy a layered defence: endpoint detection and response (EDR), email security and anti-phishing, network monitoring, regular patching, and tested backup and recovery. We also train your staff to recognise threats — because most ransomware starts with a human click.

Question 18

What happens if we get hacked?

Accepted Answer

We treat security incidents as critical issues — immediate escalation, containment, investigation, and recovery. Enterprise clients have a full incident response plan in place before anything happens. We also help you notify the Information Regulator if required under POPIA.

Question 19

Do you back up our data?

Accepted Answer

Yes. Backup monitoring is included from Essentials tier. Business and Enterprise clients get cloud backup with disaster recovery planning and regular restore testing — so you know your backups actually work when you need them.

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