Straight answers on pricing, transitions, coverage, and what we will and won’t claim — including the ones most providers prefer to leave until the second call.
Pricing & Agreements
Because two fifty-person companies can differ threefold in what they need. A published number would be either meaningless or misleading, and you’d find out which after signing.
Headcount and device count first, then service level, compliance obligations, infrastructure complexity, and number of locations.
Additional charges are defined in the agreement rather than discovered on an invoice. Out-of-scope work is raised before it happens.
Yes. Email security and backup are common entry points, and plenty of clients expand from there.
Switching & Onboarding
Onboarding is designed to avoid it. Anything carrying risk is staged into agreed windows and communicated in advance.
Typically a few weeks. Documentation and discovery take the most time, and rushing that is what causes problems later.
It happens. Access and documentation can usually be rebuilt through ownership verification with vendors directly.
Always. Your documentation, data, and administrative access remain yours throughout and on exit.
Coverage & Response
You have a named lead who knows your account. Others provide coverage, but they work from real documentation rather than guesswork.
They vary by service level and priority and are written into the agreement rather than described vaguely.
Yes — detection, response, and escalation run every day of the year, not a voicemail box after five.
Compliance & Security
No. Certification comes from an independent auditor. We implement the controls and produce the evidence, and we’ll say plainly where our role ends.
Yes, where we handle systems touching protected health information.
HIPAA, SOC 2, ISO 27001, NY DFS Part 500, PCI DSS, and the education-sector rules including FERPA and Ed Law § 2-d.
Containment first, then recovery on a documented order, then a written report of what happened and what changed as a result.
Ask directly. You’ll get a straight answer, including when the answer is that we’re not the right fit.
