FREQUENTLY ASKED QUESTIONS
Common Questions Prospects & Clients Ask
Managed IT / MSP Services
Your Support and Service Questions Answered
What exactly is included in managed services?
Cyber Express provides comprehensive IT support including proactive maintenance, system monitoring, remote and onsite support, unlimited technical assistance, and expert IT training.
What’s the difference between managed services and break/fix?
Managed services are proactive, ongoing IT support where systems are monitored and maintained to prevent issues before they happen, usually for a predictable monthly fee. Where-as break/fix is reactive – you only call for help when something breaks and pay per incident, which can lead to unexpected costs and downtime.
Is pricing per computer, per user, or per business?
Our managed services pricing is typically based per device (workstation/server), with adjustments depending on user count, security requirements, and environment complexity. This allows us to fairly scale support and security while keeping pricing predictable.
Is support reactive or proactive?
Support is proactive. Systems are continuously monitored, patched, and maintained to prevent issues before they impact users. Reactive support is included when problems arise, but the goal is prevention first.
What’s covered versus billable?
Monthly managed services cover day-to-day support, monitoring, patching, and security management.
Billable items typically include:
- New hardware or software purchases
- Cabling and infrastructure projects
- Office moves or large system upgrades
- One-time projects outside normal support scope
How fast is your response time?
Response times are prioritised based on issue severity. Critical outages are addressed first, while routine requests are handled promptly during business hours. Managed clients receive priority handling.
Do you support remote and onsite users?
Yes, we provide both fully managed and co-managed IT solutions, with remote and onsite support tailored to your needs.
What happens when devices are added or removed?
When devices are added, they’re onboarded, secured, and monitored. When devices are removed, they’re offboarded properly to ensure access is revoked and data is protected. Billing is adjusted accordingly.
Cybersecurity
How We Protect Your Business
What security is included in your plans?
Cyber Express uses layered cybersecurity measures to safeguard your data and systems. Their offering includes proactive monitoring, employee training, secure backups, disaster planning and recovery, and general threat protection as part of their managed service approach.
Is antivirus enough?
Antivirus alone isn’t sufficient for modern business protection. Basic antivirus can stop known threats, but todays cyberattack (like zero-day malware and phishing) require additional tools like threat detection, monitoring, backups, and user training – all of which form part of a layered cybersecurity approach.
Why is MFA/2FA required?
Multi-Factor Authentication (MFA/2FA) adds a second layer of verification beyond a password, dramatically reducing the risk of unauthorized access. Without it, compromised passwords can easily expose accounts – with MFA, attackers need two proof points.
How are ransomware and breaches prevented?
Cyber Express’s service monitors systems for threats and vulnerabilities, applies preventive measures, trains employees to recognise risks, and backs up data so you’re protected even if a breach occurs.
What happens if we get breached?
If a security incident occurs, we immediately contain the threat, investigate the impact, and restore systems from secure backups if needed. We also assist with remediation steps, documentation, and recommendations to prevent recurrence.
Are we HIPAA or compliance aligned?
We align systems with applicable compliance frameworks (such as HIPAA or NIST) through secure configuration, access controls, logging, and documentation. Final compliance responsibility remains with the business, but we support and guide the technical side.
Do you provide backups and disaster recovery?
Yes – we provide secure data backups along with disaster planning and recovery services to protect your data and ensure business continuity in the event of an outage, cyber incident, or system failure.
What’s the difference between AV and EDR?
Antivirus (AV) looks for and removes known malware signatures – good for basic protection. Then, Endpoint Detection & Response (EDR) goes further with continuous monitoring, behaviour analysis and rapid investigation/response to threats in real time.
Microsoft 365 & Email
Setup, Licensing and Support
Which Microsoft 365 license do we need?
We’ll assess your business requirements and recommend the best Microsoft 365 licence – from Business Basic and Standard to Premium – so you get exactly what you need without overpaying.
Why do you recommend Business Premium?
Business Premium is often recommended because it includes not just email and Office apps, but also enhanced security, device management, and advanced protections that help keep your business safer.
Do you manage security, licensing, and backups?
Yes – we manage your Microsoft 365 security settings, licences, and ensure business-class email is protected and supported. We also help ensure your data is backed up and recoverable.
Does Microsoft back up our data?
Microsoft protects email availability and basic retention, but it’s not a full backup solution. We provide managed backup services so your data can be recovered if deleted, corrupted, or lost.
What’s the difference between POP3 and IMAP?
POP3 downloads email to a single device and typically removes it from the server – great if you only use one device. IMAP keeps email on the server and synchronises across devices – ideal when you access email from phones, laptops, and tablets.
Will email sync across phones and computers?
Yes – emails, calendars and contacts will stay in sync across phones, computers and tablets when Microsoft 365 email is set up correctly.
Do you handle password resets and security policies?
Yes – we manage password resets, enforce security policies like Multi-Factor Authentication, and help keep your Microsoft 365 environment secure and compliant.
Networking / Wi-Fi / Infrastructure
How We Keep Your Business Connected
Why is our Wi-Fi slow or unreliable?
Slow or unreliable Wi-Fi can be caused by many factors including poor signal coverage, interference from walls or other electronics, too many devices on the same channel, or under-powered consumer hardware that can’t handle business demands. Proper design and placement of access points combined with business-grade equipment ensures consistent performance across your site.
Do we need business-grade networking equipment?
Yes – business-grade networking equipment is designed to support more users, deliver stronger and more consistent coverage, and offer advanced features like traffic shaping, security controls, and centralised management. Consumer-grade gear often struggles with performance and reliability once you move beyond a few users or heavier use.
What’s the difference between consumer and enterprise gear?
Consumer networking gear (like home routers) is designed for light personal use and few devices, whereas enterprise/ business-grade hardware is built for higher performance, robust security, scalability and central management tools. This means better signal coverage, less downtime, and infrastructure that can grow with your business.
Why do you recommend Ubiquiti equipment?
We often recommend Ubiquiti because it provides reliable, high-performance business networking hardware with scalable management tools and strong wireless performance — all at a competitive price point compared with traditional enterprise brands. Ubiquiti systems also allow unified control of access points, switches and gateways in one interface, helping keep networks organised and easier to maintain.
Can you segment networks (staff, guest, IoT)?
Yes – we can configure your network to have multiple segments (VLANs) such as staff, guest, and IoT (internet-connected devices). Segmenting traffic improves performance and security by isolating different types of devices and ensuring guests or untrusted devices don’t have access to core systems.
Do you manage equipment after installation?
Yes – we offer ongoing management and support after installation. This includes monitoring network health, troubleshooting issues, updating firmware, adjusting configuration as needs change, and responding if problems arise. This ensures your infrastructure stays secure, up-to-date and performing reliably.
Pricing / Billing
What You Should Know
Why is pricing monthly?
Monthly pricing allows for predictable budgeting while covering ongoing services such as monitoring, maintenance, security management, updates, and support. It also ensures systems are continuously maintained rather than only addressed when something breaks.
Why is there a diagnostic fee?
This typically covers the time and expertise required to properly assess issues, troubleshoot accurately, and recommend the correct solution rather than guessing or applying quick fixes.
When is payment required for hardware?
Payment is required before hardware is ordered or installed. This ensures availability, pricing accuracy, and avoids delays.
Do prices increase annually?
Pricing may be reviewed periodically due to vendor cost increases, licensing changes, or expanded security requirements. Any changes are communicated in advance.
What happens if we cancel?
Upon cancellation, managed services stop at the end of the billing period. Access to monitoring and security tools is removed, and we assist with a clean transition if needed.
Why is security not optional?
Security is not optional because one unsecured device can compromise an entire environment. Standardised security ensures consistent protection, reduces risk, and helps prevent costly incidents.
Things We Regularly Clarify During Sales Conversations
Common Clarifications from Our Sales Conversations
Managed services are not unlimited project labor
Managed services cover ongoing IT support and monitoring, not large one-off projects – those are scoped and quoted separately.
Hardware, cabling, and major upgrades are separate from monthly service
Hardware and major infrastructure upgrades are typically separate from your managed plan – they’re quoted as projects.
Security must be layered — antivirus alone is insufficient
Yes – we use multiple layers of protection (monitoring, backups, training, secure systems) because basic antivirus alone can’t protect against modern threats.
Monitoring does not mean instant remediation without approval
We monitor systems and alert you before taking major actions so you’re aware and in control – not all fixes are automatically applied without approval.
Compliance requires ongoing configuration and documentation, not just tools
Compliance isn’t just software – it’s policies, documentation, ongoing configuration and auditing, which we help with where applicable.
“We’ve never been hacked” does not equal secure
Just because something hasn’t been breached doesn’t mean it’s secure – threats evolve and proactive security reduces risk, not eliminates it entirely.
Microsoft does not back up customer data by default
Microsoft provides uptime and redundancy, but it does not offer full data backup by default – that’s why we implement secure backup solutions
Licensing cost ≠ security management
Buying a license doesn’t automatically make systems secure – ongoing management, configuration and monitoring are required.
Older software (Office 2010/2013) is end-of-life and insecure
End-of-life software no longer receives security updates and becomes vulnerable – we recommend keeping systems supported and patched.
MSP pricing is about risk reduction, uptime, and predictability
Our monthly plans focus on reducing risk, minimizing downtime, and giving you predictable IT costs rather than charging you per call.
Prevention costs far less than incident response
Fixing a breach is almost always more costly than preventing one – proactive security and maintenance reduce long-term business risk.
ISPs manage the internet line — not internal networks
Your ISP provides internet connectivity – we manage your internal IT systems, network configuration and security.
Third-party vendors don’t replace IT management
Using software or cloud vendors doesn’t replace holistic IT management – someone still needs to handle integration, support, configuration and security.
Client approval is required for major changes and purchases
We’ll always get your approval before making major changes or purchases that affect cost or operations.