General FAQ’s
Q: What is a Managed Service Provider (MSP)?
A: An MSP is a professional IT partner that remotely manages, monitors, and supports your technology infrastructure and end users. Instead of maintaining a full in-house IT team, businesses outsource to an MSP to ensure their systems remain secure, efficient, and up to date. All under a predictable, fixed monthly plan.
Q: Do you support both Windows and Mac environments?
A: Yes, we support both Windows and macOS systems, along with network devices, servers, and cloud-based services.
Q: How do you protect our company’s data?
A: We implement a comprehensive data protection strategy based on industry best practices. This includes regular patching, advanced antivirus solutions, data encryption, access control based on user roles, and strict documentation management. Additionally, we help ensure your systems comply with relevant industry regulations and standards.
Q: How do you onboard new clients?
A: Our engagement begins with a comprehensive discovery and audit of your existing IT infrastructure.
We then proceed to document all critical systems, implement the required management and security tools, and transition into continuous monitoring and support. This process is meticulously planned to ensure a smooth, non-disruptive integration with your business operations.
Q: What is not covered in the MSP plan?
A: The MSP plan typically excludes new hardware acquisitions, project-based initiatives (such as server migrations or cloud deployments), and third-party software licensing. However, we are happy to provide separate quotations and manage these services as needed to support your overall IT strategy.
Q: Will we install 3rd party software to support the customer
A: Yes we will install a few 3rd party software to support the customer. However we will run through the customer before installing. We will also state the reason of installing the third party software.
Q: How do I purchase for the managed service ?
A: You can email us at sales@sakalnetwork.comor visit our website at www.sakalnetwork.com and leave your contact information. We will reach out to you shortly.
Q: Can I just subscribe the managed service for 1 month ?
A: No, our default agreement is a 1-year contract. However, we can arrange for monthly payments.
Q: Which EDR is provided for the 1st year ?
A: As of now we are providing sentinel one complete, however management reserve the rights to change to other EDR.
FAQ: Proactive Break/Fix Service
Q: What does “Proactive Break Fix” mean?
A: If a hardware or software component covered under the contract fails and you submit a ticket or call us, we will proactively work to resolve the issue. Costs may apply if the request falls outside the standard MSP scope, if hardware is not under warranty and needs to be purchased, or if an onsite visit is required.
Q: Is there a limit to how many times I can request support?
A: No, remote support is unlimited under all plans. Onsite support is chargeable if your included support hours have been used up for the month.
FAQ: Unlimited Remote Support
Q: How do I access remote support?
A: You may email or raise a support ticket anytime.
Q: Are after-hours support requests charged extra?
A: No. All remote support is included in your monthly plan. Depending on the severity of the IT issues, for high and critical incidences that occurs after hours, if it could not be resolved within the SLA or remotely, it will be converted into an onsite incident, which will be billed separately.
FAQ: Quarterly Server Preventive Maintenance
Q: What does this maintenance cover?
A: We review logs, check hardware health, update software/firmware, and optimize performance.
Q: Is downtime required?
A: Usually minimal or scheduled to avoid business disruption.
FAQ: Network Monitoring
Q: What is included in network monitoring?
A: Wan monitoring of the main link, if there is any disruption there will be email alerts and we will alert you.
FAQ: Patch, Threat, and Status Reporting
Q: What do these reports include?
A: Operating Systems, software patch status, active threats blocked, and overall system health.
Q: How often are reports generated?
A: Monthly.
Q: If I am not using the Sentinel One Complete will we be able to have the threat report?
A: No, if customer choose to have their own EDR we may not be able to generate the threat report for them.
FAQ: IT Inventory Documentation
Q: What is included in the IT inventory documentation?
A: All hardware and software details (device name, specs, OS, IP, installed apps, etc.)
Q: How is the inventory maintained?
A: Our installed agent will automatically update asset information when the agent runs. For customers who do not allow agents to be installed or cloud endpoints (e.g., BYOD), manual documentation may still be required.
FAQ: IT System Documentation
Q: What is documented?
A: Knowledge base of setup like onboarding and off boarding, server backup and restore process or password reset workflow, Identity and System roles, and escalation processes.
Q: Can I request a copy?
A: Yes, it is available upon request or during quarterly reviews.
FAQ: Sample of IT Documentation
Q: Can I see an example before signing up?
A: Yes, We can provide a redacted sample of actual documentation.
FAQ: Monthly Executive Summarized Report
Q: What’s in the monthly report?
A: Asset management, patch management, antivirus status, software status, alert status and ticket status
Q: Who receives the report?
A: Your designated IT contact.
