How we handle your data and access.
Before you trust an IT company with your systems, you should know exactly what they can see and do. Here are straight answers.
Do you have access to our files and email?
We hold only the access needed to manage your Microsoft 365, computers, network environment, and nothing more. We don't browse your files or email. We open something only when you ask us to, or when fixing a problem requires it, and only for as long as the task takes. We follow a strict privacy policy to keep your data and services safe.
How do you connect to our computers remotely?
Much of our support is done remotely, so we can often fix problems without a visit. We use business-grade remote support tools chosen to fit your setup, such as Splashtop, N-able Take Control or Zoho Assist. Every connection is encrypted and protected by multi-factor sign-in. When we connect for a support request, you can see that a technician is connected and watch everything we do on your screen. Every session is logged.
Who can see our information?
Only our own technicians, each with their own login protected by multi-factor sign-in, and only what they need to support you. Our security partner's Security Operations Center watches your systems 24/7/365. It sees security alerts and activity logs, such as malware detections and unusual sign-ins, so it can catch threats at any hour. It doesn't see the contents of your email, documents or files.
What are your support hours and response times?
Our help desk is open 9 am to 5 pm, Monday through Friday. During those hours, for our managed business clients, we aim to acknowledge every request within 1 hour and to start on urgent issues, such as a system or office that can't operate, the same business day. Standard requests are typically handled within 1 business day, and fully managed clients get priority scheduling. After hours, our security partner's Security Operations Center (SOC) monitors your systems 24/7/365 and alerts us to serious threats.
How are backups handled?
Backups are part of managed IT. They're stored either in your own environment or in the cloud, in data centers in the United States, and they're encrypted in transit. They run automatically, and we monitor them so a failed backup is caught and fixed quickly. How often we test restores and how long backups are kept are set to fit your needs, and an optional full system image backup lets us bring back an entire computer or server quickly.
How do you handle passwords and sign-ins?
We set up multi-factor sign-in on Microsoft 365 and your other key business accounts. We recommend a password manager, and we offer password management as a service, so every employee uses strong, unique passwords without having to remember them. The admin passwords we hold for you are kept in an encrypted vault protected by multi-factor sign-in, never in email, spreadsheets or sticky notes, and only the team members who support you can open it.
Do you put our data into AI tools?
No. We don't put sensitive client data into AI tools. We use AI for general work, such as drafting documents and researching technical topics, and we remove anything confidential first. Our rule: no passwords, credentials, client files, email contents or financial records ever go into an outside AI tool.
Who owns our accounts?
You do. Your Microsoft 365 account, your domain name and your data belong to you. Your business is the owner of record, and we manage it on your behalf. Licenses are either bought directly from Microsoft or billed through us as part of your plan, so you can move or take over your account if you ever leave. Your domain is registered in your name; we don't register domains on your behalf.
What happens if we stop working with you?
We make the move as simple as we can for everyone. We hand over all the admin credentials we hold for your systems and network, along with your onsite backups, and we work with your new provider to answer questions and help the transition go smoothly. Once it's done, we remove our own access: we help transfer Microsoft 365 admin rights properly, remove our remote management software from your devices and our accounts from your network equipment, and confirm in writing that our access has been removed.
Have a question we didn't answer?
Call or send a message. We'll give you a straight answer.