Frequently asked questions
What is an MSP, and why do I need one?
An MSP, or Managed Service Provider, helps manage and support your IT needs so you can focus on your business. We handle things like cybersecurity, backups, troubleshooting, and more.
How quickly will you respond if we have an issue?
Our team aims to respond quickly, with specific response times in our agreements. For urgent issues, we’re here to support you promptly
Can you manage our data backups?
Yes! We use a secure online hot storage to keep your data safe and backed up. You can relax knowing your files are protected, and we’ll quickly restore them if needed.
What does "remote monitoring and management" (RMM) mean?
RMM means we keep an eye on your computers, networks, and devices from afar to detect and fix issues before they disrupt your business.
Do you provide help with hardware and software?
Absolutely! We handle hardware and software setup, updates, troubleshooting, and more to keep your systems running smoothly.
How does your cybersecurity protection work?
We use trusted security partners like Bitdefender to protect you from viruses, data breaches, and cyberattacks. We regularly update and monitor your systems to keep threats out.
How do you support cloud management?
We help manage your cloud services so your team can easily access files and work together. We handle updates, security, and support so you’re always connected.
What if we already have an in-house IT person?
No problem! We can work alongside them to provide extra support, cover leave periods, and handle tasks that need more resources.
Can you help us onboard new employees?
Yes! We set up accounts, and enable services so new team members have what they need from day one.
How will you keep us informed about our IT services?
We provide regular reports and updates on your IT health, data security, and any maintenance we perform so you’re always in the loop.
What types of businesses do you work with?
We specialise in helping small to mid-sized businesses, particularly those with limited in-house IT knowledge, manage their technology smoothly and securely.
Is my business too small for your services?
Not at all! Centinell focuses on small businesses that need reliable, affordable IT support to grow without tech headaches.
Do you handle IT projects, like setting up a new network?
Yes, we handle all types of IT projects, from installing new systems to network setups. We plan and execute them so they’re seamless and stress-free.
Are you able to protect our data if our office goes down?
Yes. We have robust cloud backup systems so your data stays safe and accessible, even if there’s an issue at your physical office.
How much does your service cost?
Our pricing is based on your specific needs. We’ll create a plan that fits your budget, so you only pay for what you need. Contact us for a free consultation. We promise not to break the bank or offer and deliver unnecessary services.
What does “IT support” include?
IT support covers troubleshooting, setting up software or hardware, fixing issues, and answering any questions your team has about using technology.
How will we know if our systems are secure?
We regularly monitor and test your systems to spot and fix any weak points. You’ll receive updates and reports, so you’ll know your security status.
Can you support us if we have remote workers?
Absolutely. We can set up secure access, remote monitoring, and troubleshooting to keep your remote teams connected and safe.
Do you offer support during nights and weekends?
Yes, we offer support outside regular hours. Our response times depend on your support agreement, and we’re here to keep your business running smoothly.
How do you handle updates to our systems?
We schedule and manage updates to your software and systems to ensure they’re always up-to-date without interrupting your business.
What’s included in cloud backup?
Cloud backup securely stores copies of your data online. We monitor, update, and test backups regularly to ensure data is safe and accessible if you need it.
How can I request support if there’s an issue?
You can reach us through our help desk button, email or client portal. We’ll assess the issue and work to resolve it quickly.
Can you help us move to the cloud?
Yes! We guide you through the entire cloud transition, ensuring a smooth, secure migration for your files and systems.
What’s the difference between Level 1 and Level 2 support?
Level 1 support handles common issues like password resets and basic troubleshooting. Level 2 is for more complex issues that need deeper technical skills.
How do we start working with you?
Start by contacting us for a free consultation. We’ll discuss your needs, recommend a plan, and create a solution that fits your business.
