FAQs - Frequently Asked Questions
Trusted support from start to finish.
Our Frequently Asked Questions
Our FAQs bring together clear, practical answers to the most common questions about our services, processes, and ways of working. They are designed to help you understand what we offer, how our services are delivered, and what to expect from your first enquiry through to ongoing support. Covering areas such as managed IT services, cyber security and certification, backup and disaster recovery, networking, procurement, EPOS, document management, project management, consultancy, and website support, the FAQs explain key concepts in plain language and highlight how our approach supports security, reliability, and business growth. Whether you are exploring a specific service or looking for a long-term IT partner, this section provides the clarity you need to make informed decisions with confidence.
General Questions
What services do you offer, and what is the best way to get started?
SolidITSM provides end-to-end IT services designed to keep your business running smoothly and securely, with a mix of proactive management, fast support, and practical consultancy. Our core services include managed IT support (remote and on-site), cyber security and certification support, backup and disaster recovery, networking and infrastructure, hardware and software procurement, VoIP phone systems, EPOS systems, CCTV and door entry, plus IT project management and service improvement. The easiest way to get started is a short consultation where we learn how you work, what you rely on day to day, what is currently causing friction, and what “good” looks like for your business. From there, we recommend a clear next step, whether that is a support package, a targeted project, or a short assessment to prioritise improvements.
Initial consultation to understand needs and priorities
Clear recommendations based on your setup and goals
Options for one-off projects or ongoing managed support
Practical focus on stability, security, and efficiency
Straightforward onboarding and next steps
How does your pricing work, monthly packages vs one-off support?
We typically offer two ways to engage, ongoing managed services or ad-hoc, project-based support. Managed IT services are ideal if you want predictable costs and proactive coverage, including monitoring, maintenance, structured ticket handling, and ongoing improvements. One-off support suits businesses that need help with a specific requirement such as a network upgrade, Microsoft 365 setup, procurement, an EPOS rollout, or a security project. In practice, many clients start with a focused project, then move onto a monthly package once they see the value of proactive management. We aim to keep pricing clear and aligned to scope, with service levels and responsibilities defined up front.
Managed packages for predictable monthly costs
One-off support for projects and urgent needs
Clear scope and service levels agreed upfront
Flexible approach that can scale as you grow
Practical guidance on the most cost-effective option
Do you offer remote support, on-site support, or both?
We provide both remote and on-site support, because most businesses need a blend. Remote support is ideal for rapid troubleshooting, user support, Microsoft 365 administration, security updates, monitoring, and day-to-day ticket resolution. On-site support is typically used for hardware installations, network infrastructure work, CCTV and door entry installs, EPOS deployments, and any scenario where hands-on access improves speed and quality. Many clients combine the two, using remote support for responsiveness and on-site visits for planned work, audits, and improvements. The aim is to reduce disruption, keep users productive, and make support feel simple.
Fast remote support for day-to-day issues
On-site support for installs, infrastructure, and rollouts
Blended approach for best speed and value
Planned visits available for audits and improvements
Support designed to minimise downtime
How quickly can you respond to IT support requests, and do you offer SLAs?
Yes, we offer service levels that set expectations clearly and support consistent delivery. Response times depend on whether you are on a managed service agreement or requesting ad-hoc support, plus the priority of the issue. For managed clients, the aim is structured support with clear triage, fast first response, and efficient resolution, backed by proactive monitoring that often prevents issues becoming urgent in the first place. We also focus on transparency, so you know what is happening, what the next step is, and what timelines to expect. For critical issues, we prioritise rapid containment and recovery to get operations stable.
SLA options available for managed clients
Clear prioritisation and triage of requests
Proactive monitoring to prevent urgent incidents
Transparent communication and progress updates
Focus on quick stabilisation and resolution
What industries do you specialise in, and can you support multi-site businesses?
SolidITSM supports a wide range of organisations that rely on stable technology, secure access, and responsive support, including businesses with multiple sites and distributed teams. Our approach is built around consistency and standardisation, so multi-site environments are easier to manage, easier to secure, and easier to scale. That includes standard builds for devices, centralised monitoring, consistent policies and access control, and documented processes for onboarding, changes, and incident handling. If you operate across more than one location, we can align networking, backup, security controls, and support processes so your teams get the same experience everywhere.
Experience supporting multi-site operations
Standardised device builds and configurations
Centralised monitoring and support processes
Consistent access control and security approach
Scalable services as sites and headcount grow
IT Support and Managed IT Services
What is included in your managed IT services package?
Managed IT services are a proactive way to keep your technology stable, secure, and supported, without relying on reactive fixes. A typical managed service includes helpdesk support, ticket management, proactive monitoring, patching and updates, endpoint oversight, user and device management, and ongoing maintenance that reduces downtime. We also provide structured reporting and service improvement, so support does not stay static, it evolves with your business. Where needed, managed support can also include Microsoft 365 management, backup oversight, security tooling management, and support for remote users. The goal is simple, fewer disruptions, faster fixes, and a clearer roadmap for improvement.
Helpdesk support with structured ticket handling
Proactive monitoring and maintenance
Patching, updates, and endpoint management
User and device support for day-to-day operations
Ongoing service improvement and optimisation
What is the difference between ad-hoc IT support and managed IT support?
Ad-hoc support is reactive and best suited for occasional issues or specific tasks, such as a single installation, a one-off troubleshooting job, or a short project. Managed IT support is ongoing and proactive, it includes monitoring, maintenance, security oversight, and a structured support model designed to prevent issues and respond consistently when something does occur. Managed support is usually better value for businesses that rely on technology daily, because it reduces downtime, improves security, and keeps systems aligned with best practice. In short, ad-hoc fixes problems, managed support reduces how often problems happen.
Ad-hoc support is pay-as-needed and reactive
Managed support is ongoing and preventative
Managed services include monitoring and maintenance
Better consistency, structure, and accountability
Improved reliability and reduced downtime over time
Do you provide 24/7 monitoring and proactive maintenance?
We provide proactive monitoring and maintenance as part of our managed service approach, so issues are detected early and addressed before they become disruptive. Monitoring typically includes device health, critical alerts, service availability, and security-related indicators, depending on your service scope. Proactive maintenance covers patching, performance checks, review of recurring issues, and housekeeping tasks that keep systems running smoothly. Where true 24/7 coverage is required, we can scope that requirement properly and align it with your operational needs and budget. The priority is consistent reliability, not noise, so monitoring is tuned to what matters.
Proactive monitoring to detect issues early
Maintenance to reduce downtime and instability
Patch management and performance checks
Monitoring tuned to reduce false alarms
Options for extended coverage if required
Can you support both Windows and Apple devices?
Yes. Many businesses run a mixed device environment and need consistent support regardless of platform. We support Windows and Apple devices, focusing on secure setup, patching, user access, application support, and reliability. The key is standardisation where possible, so devices are easier to manage, easier to secure, and faster to troubleshoot. We also help businesses choose sensible specifications when procuring new devices, ensuring performance is aligned to workload, not guesswork. If you already own devices, we can assess them, bring them into a managed baseline, and support them appropriately.
Support for Windows and Apple environments
Secure setup, access control, and updates
Standardisation to simplify support and security
Procurement guidance for the right device specs
Ability to onboard and support existing devices
Can you take over support from an existing IT provider, and what does onboarding involve?
Yes. Onboarding is a structured transition designed to reduce risk and avoid disruption. We start by assessing your current environment, understanding how support is currently delivered, and identifying key dependencies like internet links, backups, Microsoft 365, security tools, line-of-business systems, and any third-party suppliers. We then document what matters, implement or align monitoring and support processes, and establish clear service levels and communication routes. Where issues exist, we prioritise quick wins that stabilise the environment early, then create a practical roadmap for longer-term improvements.
Structured handover with minimal disruption
Discovery of devices, systems, and dependencies
Documentation and baseline alignment
Monitoring and support processes implemented early
Clear roadmap for improvements after stabilisation
Cyber Security and Certification
What cyber security services do you provide for small and growing businesses?
Our cyber security services focus on practical protection that reduces real-world risk. That includes strengthening endpoints, securing email and accounts, improving access controls, managing vulnerabilities, and implementing security best practices that align with how your business operates. We can support foundational improvements like MFA, patch discipline, secure configuration, and backup resilience, alongside structured guidance for Cyber Essentials, Cyber Essentials Plus, and ISO 27001 preparation. The aim is to reduce successful attacks, improve response readiness, and create a security baseline that clients and partners can trust. We keep it pragmatic, clear, and aligned to your risk profile.
Endpoint and account security improvements
Vulnerability identification and remediation support
Email and user protection measures
Certification guidance for Cyber Essentials and ISO 27001
Practical controls that reduce common attack success
What is Cyber Essentials Plus, and how is it different from Cyber Essentials?
Cyber Essentials is a verified self-assessment, you complete a questionnaire and it is reviewed, but there is no hands-on testing of your systems at that level. Cyber Essentials Plus is based on the same technical requirements, but it adds an independent technical audit to verify the controls are actually in place and working. Plus typically includes internal and external vulnerability scanning, plus checks of a sample of user devices, internet gateways, and relevant servers.
Cyber Essentials is questionnaire-based
Plus includes independent technical testing
Plus commonly includes vulnerability scanning
Higher assurance for clients and procurement
Same controls, stronger verification
Do we need Cyber Essentials before Cyber Essentials Plus?
Yes. Cyber Essentials is a prerequisite for Cyber Essentials Plus, because Plus builds on the verified Cyber Essentials assessment. In practice, most organisations complete Cyber Essentials first, then proceed to the Plus audit within a defined window, so the technical testing reflects the environment that was self-assessed. This staged approach is helpful because it reduces complexity, clarifies scope, and ensures you have already aligned to the baseline requirements before the assessor begins hands-on checks. If your goal is Plus, we typically recommend treating Cyber Essentials as the first milestone, then moving directly into readiness checks for the Plus audit to reduce risk of avoidable findings.
Cyber Essentials is required first
Plus follows the same core controls
Staged approach reduces certification risk
Readiness checks improve first-time pass chance
Clearer scope and expectations for the audit
How long does Cyber Essentials Plus certification last?
Cyber Essentials Plus certification lasts 12 months from the date it is awarded, and it must be renewed annually to remain current. Annual renewal matters because systems change, threats change, and security controls can drift over time, especially as devices and software are added or updated. Keeping certification current also supports procurement and contract requirements, since buyers often want evidence that your certification has not lapsed. From a practical standpoint, organisations that maintain good patching, access control discipline, and consistent endpoint protection typically find renewal far easier than their first assessment, because they are not scrambling to “catch up” at audit time.
Valid for 12 months
Annual renewal required to stay current
Helps maintain trust with customers and partners
Reduces drift in security controls over time
Easier renewals when controls are maintained
Do you offer Cyber Essentials consultancy services?
Yes. Consultancy typically includes readiness assessments, gap analysis against the required controls, practical remediation support, evidence preparation, and guidance through the certification journey. For Cyber Essentials Plus, we can also help you prepare specifically for the technical audit by reviewing patching, secure configuration, access controls, and endpoint protection coverage, so you reduce the chance of failing on avoidable basics. We keep consultancy focused on outcomes, meaning you are not just chasing a certificate, you are improving day-to-day security posture. It is also common for us to support ongoing compliance after certification, so renewal becomes a routine exercise rather than a stressful project.
Readiness assessment and gap analysis
Remediation support to close key gaps
Evidence preparation and guidance
Audit readiness for Cyber Essentials Plus testing
Ongoing support to maintain compliance
Backup and Disaster Recovery
What backup solution is best for our business, cloud, on-site, or hybrid?
The best backup approach depends on your risk tolerance, recovery objectives, internet reliability, and how quickly you need to restore systems. Cloud backups are excellent for resilience and off-site protection, on-site backups can be faster for large restores, and hybrid models often provide the best balance of speed and protection. For most businesses, a sensible strategy includes at least one off-site copy to protect against theft, fire, or ransomware. We look at what data is most critical, how often it changes, how quickly you need it back, and then design a backup and recovery plan that fits. The goal is not just storing data, it is being able to restore quickly and reliably.
Options: cloud, on-site, or hybrid
Recovery speed and resilience balanced to needs
Off-site protection included where appropriate
Strategy aligned to business-critical data
Focus on reliable restoration, not just storage
How often should backups run, and how long should data be retained?
Backup schedules and retention should match how your business uses data and how costly data loss would be. Some organisations need multiple backups per day, others are fine with daily backups, but retention should also consider operational needs, contractual requirements, and compliance expectations. A good approach separates short-term “fast restore” copies from longer retention that protects against accidental deletion discovered weeks later. We help define recovery point objectives and retention periods clearly, then implement automation and monitoring so backups run consistently. We also recommend regular restore testing, because a backup that cannot be restored is not a backup.
Frequency aligned to data change rate
Retention designed around risk and compliance needs
Mix of short-term and longer-term retention
Automated scheduling and monitoring
Restore testing included as a best practice
How do you ensure backups are secure and protected from ransomware?
Backups must be protected like any other critical system, otherwise ransomware can target the backups first. We focus on access controls, separation of duties, strong authentication, secure storage, and best-practice configuration that reduces the chance of backup tampering. Where possible, we recommend immutability or write-protected backup approaches, plus keeping at least one copy isolated from the main network. Monitoring and alerting also matter, because failed backups, unusual deletion patterns, or sudden changes should be detected quickly. Ultimately, ransomware resilience is about having recoverable data when everything else has gone wrong.
Strong access controls and authentication
Protected storage and secure configuration
Options for immutable or write-protected backups
Separation or isolation of a backup copy
Monitoring and alerts for anomalies and failures
How quickly can we recover systems and data after an incident?
Recovery time depends on the system design, backup method, data volume, and the priority of the service being restored. The right way to answer this is by defining recovery time objectives for your critical systems, then designing backups and recovery processes to meet them. Some data can be restored in minutes, while full server recovery may take longer depending on complexity and bandwidth. We aim to create a recovery plan that is realistic, tested, and prioritised, so you restore what matters most first and stabilise operations quickly. This approach reduces uncertainty and keeps downtime controlled.
Recovery time depends on objectives and design
Prioritised restores for critical systems first
Tested procedures for predictable outcomes
Reduced downtime through planned recovery steps
Clear recovery targets aligned to business needs
Networking and Infrastructure
Networking and Infrastructure
Can you design and install a new network for our office or premises?
Yes. We design and install networks that are secure, reliable, and scalable, aligned to how your business operates today and how you plan to grow. That includes switches, WiFi, firewalling, segmentation where appropriate, and sensible capacity planning so performance remains stable under real usage. We also focus on clean implementation and documentation, so future changes are easier, troubleshooting is faster, and your environment is not dependent on guesswork. A properly designed network improves user experience, reduces downtime, and forms a secure foundation for cloud services, VoIP, CCTV, and business-critical applications.
Secure, scalable network design
WiFi, switching, and firewall implementation
Documentation for easier support and changes
Performance aligned to real workloads
Foundation for growth and connected services
How do you improve WiFi coverage and performance in difficult buildings?
Improving WiFi is not about adding more devices randomly, it starts with understanding coverage, interference, building materials, and where users actually need capacity. We typically assess layout, access point placement, channel planning, and configuration, then design improvements that reduce dead spots and improve stability. In challenging environments, we may recommend additional access points, better backhaul, network segmentation, or upgraded hardware designed for higher density. The goal is consistent performance, fewer dropouts, and a network that supports modern working, including video calls, cloud tools, and mobile devices.
Coverage and interference assessment
Better access point placement and configuration
Channel planning to reduce congestion
Upgrades for higher density and stability
Consistent performance where users need it
Do you provide firewall installation and network security hardening?
Yes. Firewalling and network hardening are key to reducing external risk and controlling internal access. We can install and configure firewalls, review rulesets, segment networks where needed, and align remote access to best practice. We also look at supporting controls like patching, secure DNS, and monitoring, because network security works best when it is part of a wider security baseline. The aim is to reduce exposure without creating friction for users, so security supports productivity rather than blocking it.
Firewall installation and configuration
Ruleset review and secure policies
Network segmentation where appropriate
Secure remote access aligned to best practice
Monitoring and ongoing optimisation support
Can you support network upgrades, switching, and structured cabling projects?
Yes. We support planned upgrades and rollouts, from switching refreshes to structured cabling improvements and network redesign. The focus is on minimising disruption, documenting changes, and ensuring your network remains stable during and after the project. We can also coordinate with other contractors when required, especially where cabling and physical works are involved. A well-managed upgrade improves performance and reliability, and it reduces the operational risk that often comes from ageing or poorly documented infrastructure.
Planned network upgrades with minimal disruption
Switching refresh and performance improvements
Structured cabling support and coordination
Clear documentation and handover
Reduced risk from ageing infrastructure
Do you offer ongoing monitoring and management of network infrastructure?
Yes. Ongoing network management supports stability, security, and predictable performance. This typically includes monitoring critical devices, alerting for outages or performance issues, reviewing capacity trends, managing firmware updates, and maintaining secure configurations. It also includes change control and documentation so your network remains maintainable as you grow. For many businesses, ongoing management prevents recurring issues, reduces unexpected downtime, and keeps infrastructure aligned with business needs rather than slowly degrading over time.
Monitoring and alerting for network health
Proactive maintenance and firmware management
Secure configuration management
Documentation and change control
Capacity planning and performance oversight
Hardware and Software Procurement
Can you source and supply laptops, servers, networking equipment, and peripherals?
Yes. SolidITSM provides hardware and software procurement as a managed service, which means we do more than simply place an order. We help you select equipment that fits your workload, your users, your security requirements, and your budget, then we manage sourcing through trusted suppliers to secure competitive pricing and dependable availability. This can include laptops, desktops, servers, network equipment (firewalls, switches, access points), monitors, docks, printers, UPS devices, and other peripherals. We also support standardisation, so your business benefits from fewer compatibility issues, simpler support, and a more predictable user experience across teams and locations. Once supplied, we can also install, configure, and deploy devices so they arrive ready for work, with the right settings, security controls, and access configured. This reduces downtime, avoids misconfigured kit, and gives you a clean, supportable environment from day one.
Supply of laptops, desktops, servers, and peripherals
Trusted sourcing with competitive pricing and availability
Specification guidance aligned to real workloads
Standardisation to simplify support and reduce risk
Optional setup, configuration, and deployment
Do you advise on the right specifications based on our workloads and budget?
Yes. Choosing the right specification is one of the most important parts of procurement, and it is where businesses often overspend or underbuy. We take a practical approach based on what your teams actually do, for example Microsoft 365, line-of-business applications, design workloads, multi-monitor setups, or EPOS and front-of-house environments. We then recommend sensible specifications that prioritise performance where it matters most, such as CPU, memory, storage type, and reliability, without pushing unnecessary upgrades. We also consider supportability and lifecycle planning, so devices remain usable and secure for the time you expect them to be in service. Where budgets are tight, we help you prioritise the right upgrades first, and where growth is planned, we help you plan a consistent device standard that scales cleanly. The result is equipment that works properly, lasts longer, and is easier to support.
Workload-based recommendations, not guesswork
Balanced specs for performance and long-term value
Avoids underpowered devices and wasted spend
Lifecycle planning for predictable refresh cycles
Standard builds for easier support and security
Can you standardise our device estate to simplify support and reduce costs?
Yes. Standardisation is one of the fastest ways to improve reliability, reduce support time, and control costs, especially in growing businesses. When devices, operating systems, and core software are consistent, it becomes easier to patch, secure, troubleshoot, and replace equipment without disruption. We can help you define a standard device model (or a small set of models) for different roles, then align build settings, security baselines, and software packages so every device behaves predictably. Standardisation also improves procurement, because you can buy in a controlled way rather than reacting to shortages or buying inconsistent hardware that becomes hard to manage. Over time, this reduces downtime, improves user satisfaction, and lowers the hidden operational cost that comes from fragmented IT environments. It also supports better cyber security outcomes, because consistent configurations reduce gaps and mistakes.
Reduced support overhead through consistent builds
Faster onboarding and smoother replacements
Stronger patching and security baseline control
Improved procurement planning and cost predictability
Fewer compatibility issues across teams
Do you handle software licensing, renewals, and compliance?
Yes. We can support software licensing procurement an management across core business tools, helping you stay compliant, avoid surprise renewals, and maintain clarity on what you are paying for and why. This includes advising on licence types, user allocation, renewal planning, and ensuring your licences match how your business operates, rather than paying for unused services or missing critical features. We also help reduce risk by ensuring licensing is legitimate and properly managed, which matters during audits, supplier reviews, or procurement processes. Where appropriate, we can document licensing position, track renewals, and support changes when staffing or business requirements change. This approach reduces overspend, prevents disruption caused by expired licensing, and helps you maintain a controlled and supportable software estate.
Licence guidance based on your needs and user roles
Renewal tracking to avoid service disruption
Support for compliance and audit readiness
Cost control by reducing unused licensing
Clear record of licensing and allocations
Can you install, configure, and deploy new hardware and software for our team?
Yes. Procurement is most effective when devices arrive ready to work, rather than arriving as boxes that create a backlog of setup tasks. We provide installation, configuration, and deployment services so devices are built consistently, secured properly, updated, and configured with the applications and access your teams need. This includes user account setup, email configuration, security settings, endpoint protection, and connectivity to printers, networks, and core tools. For multi-site or larger rollouts, we can plan deployments to minimise disruption and ensure consistent outcomes. We also provide documentation and handover so your environment remains maintainable after deployment. This approach saves time, reduces setup mistakes, and ensures users become productive quickly.
Pre-configured devices ready for immediate use
Consistent builds with secure settings applied
Software installation and access configuration
Rollout planning to reduce disruption
Documentation and handover for ongoing support
VoIP Phone Systems
Do you supply and install VoIP phone systems, and what is included?
Yes. SolidITSM supplies and supports VoIP phone systems, including 3CX deployments, designed to modernise business communications and reduce reliance on traditional phone lines. A typical service includes consultation and planning, number porting support, system configuration, handset and softphone setup, call routing design, voicemail and call queue configuration, and user training. We also ensure the system integrates cleanly with your network so call quality is stable, and we can advise on connectivity and firewall requirements where needed. VoIP systems are flexible and can support office-based staff, remote workers, and mobile users through apps and softphones, keeping communication consistent across your business. After installation, we provide support for changes, troubleshooting, and ongoing optimisation, so your phone system continues to match how your team works as you grow.
Supply and installation of VoIP systems, including 3CX
Number porting, call routing, queues, and voicemail setup
Handsets, softphones, and mobile configuration
Network readiness checks for call quality
Ongoing support and optimisation
Can you migrate our numbers and users from an existing phone provider?
Yes. Migrating numbers and users is a common part of moving to VoIP, and it needs to be planned carefully to avoid downtime. We support the migration process by confirming number ownership details, coordinating porting dates, preparing the new system configuration in advance, and ensuring users are set up with the right extensions and call routing. We also plan cutover to minimise disruption, often scheduling key steps outside peak business hours where possible. If your business has multiple departments, queues, ring groups, or after-hours flows, we replicate and improve these in the new setup to ensure a smooth transition. Post-migration, we confirm inbound and outbound calling, review call quality, and support users with any changes to daily call handling. The goal is a seamless changeover with minimal impact on customer contact.
Planned number porting with minimal disruption
Pre-configured users, extensions, and call flows
Cutover planning around business operations
Testing of inbound, outbound, and routing rules
Post-migration support for users and changes
Do you support remote workers with softphones and mobile apps?
Yes. One of the biggest benefits of VoIP is the ability to support remote and hybrid teams without compromising professionalism. We configure softphones for laptops and desktops, plus mobile apps that allow users to make and receive business calls from anywhere while keeping the business number consistent. This supports better customer experience, because calls are answered reliably regardless of where the team is based. We also help configure call routing, working hours, presence, and voicemail handling, so the phone systems feel organised rather than chaotic. Where needed, we also advise on headset options and connectivity considerations to improve call quality. The result is a flexible, modern communications setup that supports remote productivity without losing control of call handling or reporting.
Softphone setup for laptops and desktops
Mobile apps for calls on the move
Consistent business numbers for remote users
Call handling rules aligned to working patterns
Support for call quality and user training
Can VoIP integrate with Microsoft 365 or CRM platforms?
In many cases, yes, and integration can be a major efficiency improvement for busy teams. VoIP systems can often be configured to work alongside Microsoft 365 identity and user management, and depending on your CRM or business tools, there may be options for click-to-call, contact matching, call logging, or improved reporting. The exact integration depends on the platform, licensing, and how you want the user experience to work, so we approach it by understanding your workflows first. If the aim is faster outbound calling, better tracking, or improved customer service handling, we can recommend a configuration that supports those goals without overcomplicating the setup. We also keep an eye on security and access controls, because phone systems often become business-critical and should be treated accordingly.
Integration options assessed based on your tools and goals
Potential improvements in call handling and productivity
Configurations aligned to real workflows
Identity and user management considerations
Secure access and practical governance
What support options do you provide for call quality, outages, and changes?
We provide ongoing support for VoIP systems to keep communication reliable and to handle changes quickly as your business evolves. Call quality issues are often linked to connectivity, network configuration, or device setup, so we troubleshoot with a structured approach, reviewing bandwidth, QoS, firewall settings, and endpoint configuration. For outages, the priority is rapid diagnosis and stabilisation, then implementing improvements to reduce repeat issues, such as redundancy options or configuration changes. We also support day-to-day requests such as adding users, changing call routing, updating business hours, and managing queues. The aim is a phone system that stays aligned to your business operations and remains dependable for staff and customers.
Structured troubleshooting for call quality issues
Support for outages, diagnosis, and recovery
Ongoing changes, users, queues, and routing updates
Network and configuration optimisation where needed
Clear communication and practical guidance for users
CCTV and Door Entry Systems
What CCTV and access control systems do you supply and install?
We supply and install CCTV and door entry solutions designed to improve site security and simplify access control for businesses. A typical setup can include internal and external cameras, recording systems, remote viewing capabilities, and access control options such as keypad entry, fob access, or controlled door release depending on your needs. Our approach starts with understanding what you want to achieve, whether it is deterring unauthorised access, monitoring key areas, protecting stock, improving staff safety, or creating an audit trail. We then design a system that provides the right coverage, image quality, and storage, without unnecessary complexity. We also consider practical placement, lighting, and the network requirements for reliable recording and remote access. After installation, we provide guidance on use and support options so the system remains reliable.
CCTV supply and installation for business premises
Door entry and access control options available
Systems designed around coverage and practical risk
Consideration of placement, lighting, and reliability
Support and guidance after installation
Can we view cameras remotely and receive alerts in real time?
Yes. Many modern CCTV systems support remote viewing through secure apps or web portals, allowing authorised users to view live feeds and recorded footage from phones, tablets, or computers. Real-time alerts can also be configured for specific events, depending on the system and setup, such as motion detection in selected areas or activity outside business hours. Remote access needs to be configured securely, with proper authentication and controlled user permissions, because CCTV systems can become a target if deployed poorly. We focus on setting this up in a way that is secure, reliable, and easy to use. We can also help define who should have access, how alerts should be tuned to reduce false notifications, and how footage should be stored and retained. The outcome is stronger visibility without introducing unnecessary cyber risk.
Secure remote viewing via app or portal
Real-time alerts available depending on system capability
User permissions and access controls configured properly
Alert tuning to reduce false notifications
Guidance on storage and retention settings
Can door entry systems be managed for staff access and visitor control?
Yes. Door entry and access control systems can be configured to support controlled staff access and structured visitor entry. This may include assigning access permissions to staff, managing codes or fobs, setting schedules for access hours, and controlling entry for specific doors or zones. Visitor control can include intercom entry, controlled door release, and clear processes for managing temporary access where appropriate. The benefit is improved security and accountability, alongside a smoother entry process for staff and visitors. We also advise on practical policies, such as how to handle leavers, lost fobs, or changes to access rights, because access control is only effective when it is managed consistently. Where useful, we can help you document a simple access process to keep things secure over time.
Staff access managed through permissions and schedules
Visitor control options such as intercom and release
Improved accountability and reduced unauthorised entry
Practical leaver and lost access management processes
Simple, supportable access policies
Do you provide ongoing maintenance and support for security systems?
Yes. Ongoing maintenance helps ensure your CCTV and door entry systems remain reliable and usable, especially as firmware updates, storage requirements, and site conditions change. Support can include health checks, camera alignment reviews, storage and recording verification, user access management, and troubleshooting for connectivity or device faults. Preventative maintenance is particularly useful because many issues, such as recording gaps or degraded image quality, can go unnoticed until you need footage. We also help maintain secure remote access and keep user permissions controlled, which is important for both security and compliance. Where businesses rely heavily on CCTV for operational assurance, we recommend a planned maintenance approach to reduce unexpected failures and keep systems working when they matter most.
Preventative maintenance to reduce failures
Checks for recording health and storage status
Troubleshooting for connectivity and device issues
Secure remote access and permissions management
Planned support options available
What is the typical installation timeline and what affects cost?
Installation timelines vary depending on the number of cameras, the complexity of the site, cabling requirements, and whether door entry systems are included. A small installation can often be completed quickly, while larger sites or multi-door access systems may require additional planning and staged delivery. Cost is affected by equipment quality, camera types, required coverage, storage capacity, network integration, access control hardware, and the labour involved in cabling and positioning. We approach this by scoping properly first, so you understand what is included and why, and so there are no surprises. We also focus on designing for value, meaning the right coverage and reliability for your risk profile, rather than selling unnecessary extras. The end goal is a system that performs consistently and supports your security needs long term.
Timelines depend on site size and complexity
Cabling and placement are key cost drivers
Equipment choice affects quality and total cost
Storage requirements influence system design
Clear scope ensures predictable delivery
EPOS Systems
Do you supply and install EPOS systems for retail and hospitality?
Yes. We supply and install EPOS systems designed specifically for retail, hospitality, and customer-facing environments where speed, reliability, and ease of use are critical. Our approach starts with understanding how your business operates day to day, including transaction volumes, product ranges, staffing patterns, and reporting needs. From there, we recommend an EPOS Till solution that supports efficient sales processing, stock control, and management insight without unnecessary complexity. Installation includes hardware setup, software configuration, network integration, and testing to ensure everything works smoothly from the first transaction. We also focus on resilience, making sure systems are stable and supported so downtime is minimised. Once live, we provide guidance and support to help staff use the system confidently and correctly.
Supply and installation of EPOS hardware and software
Solutions tailored for retail and hospitality environments
Network and payment integration included
Reliable, user-friendly system design
Ongoing support available after installation
Can EPOS support stock control, reporting, and multi-payment options?
Yes. We supply and install EPOS systems designed specifically for retail, hospitality, and customer-facing environments where speed, reliability, and ease of use are critical. Our approach starts with understanding how your business operates day to day, including transaction volumes, product ranges, staffing patterns, and reporting needs. From there, we recommend an EPOS solution that supports efficient sales processing, stock control, and management insight without unnecessary complexity. Installation includes hardware setup, software configuration, network integration, and testing to ensure everything works smoothly from the first transaction. We also focus on resilience, making sure systems are stable and supported so downtime is minimised. Once live, we provide guidance and support to help staff use the system confidently and correctly.
Supply and installation of EPOS hardware and software
Solutions tailored for retail and hospitality environments
Network and payment integration included
Reliable, user-friendly system design
Ongoing support available after installation
Do you provide staff training and ongoing EPOS support?
Yes. Training and ongoing support are essential to getting full value from an EPOS system. We provide clear, practical guidance to staff so they understand how to process sales, manage refunds, handle stock, and run basic reports confidently. This reduces errors, speeds up transactions, and improves customer experience. After go-live, we continue to provide support for changes, troubleshooting, and updates, ensuring the system evolves with your business. Whether you need help adding new products, updating pricing, or resolving technical issues, we aim to keep disruption to a minimum and operations running smoothly.
Practical staff training during setup
Clear guidance for daily EPOS use
Support for changes and updates
Troubleshooting and issue resolution
Reduced errors and smoother transactions
Can EPOS integrate with accounting or inventory systems?
In many cases, yes. EPOS systems can often integrate with accounting platforms, inventory management tools, and other business systems to reduce manual work and improve accuracy. Integration can allow sales data to flow directly into accounts, improve stock reconciliation, and support better financial reporting. The exact integration depends on the EPOS platform and the software you already use, so we assess this carefully before recommending a solution. Our focus is on integrations that genuinely save time and reduce admin, rather than adding unnecessary complexity.
Potential integration with accounting software
Reduced manual data entry
Improved accuracy and reporting
Integration assessed based on your tools
Practical, value-driven setup
What is the best EPOS setup for our business size and volume?
The best EPOS setup depends on your transaction volume, number of terminals, product range, and future growth plans. A small retail outlet may need a simple, reliable setup with one or two terminals, while a busy hospitality venue may require multiple tills, handheld devices, kitchen integration, and advanced reporting. We help you choose a setup that fits your current needs while allowing room to scale, avoiding over-investment upfront. The aim is a system that supports efficient operations today and adapts as your business grows.
Setup tailored to business size and demand
Scalable options for future growth
Avoids over-complex or underpowered systems
Designed around real usage patterns
Focus on long-term value
Document Management
What is document management, and why is it important for businesses?
Document management is the structured way businesses store, organise, secure, and access documents and records throughout their lifecycle. Instead of relying on scattered files, shared drives, email attachments, or paper-based processes, document management brings everything into a controlled system that improves visibility, consistency, and security. For most organisations, poor document control leads to wasted time, duplicated work, version confusion, and increased risk around data protection and compliance.
A proper document management approach ensures that the right people can access the right documents at the right time, while sensitive information is protected from unauthorised access. It also supports business continuity by ensuring documents are backed up, searchable, and recoverable in the event of system failure or disruption. Beyond efficiency, document management plays a key role in governance, audits, and certifications, helping organisations demonstrate control over information and reduce operational risk.
Centralised storage for all business documents
Improved access control and data security
Faster retrieval through structured organisation
Reduced risk of data loss or duplication
Stronger governance and compliance support
What problems does a document management system solve?
A document management system solves many everyday issues that businesses accept as normal but do not need to tolerate. These include staff wasting time searching for files, multiple versions of the same document circulating, unclear ownership of information, and limited visibility over who has accessed or changed sensitive data. It also reduces reliance on email attachments and unmanaged shared folders, which are common sources of errors and security gaps.
From an operational perspective, document management improves collaboration by allowing teams to work from a single source of truth. From a security perspective, it allows you to restrict access, track activity, and protect documents in line with best practice. It also supports remote and hybrid working, ensuring staff can access documents securely without compromising control. Over time, these improvements lead to better productivity, fewer mistakes, and stronger information management across the business.
Eliminates version control confusion
Reduces time spent searching for documents
Improves collaboration and consistency
Strengthens security and access control
Supports remote and hybrid working
How does document management improve security and compliance?
Document management improves security by applying consistent access controls, audit trails, and storage standards to all documents, rather than relying on informal practices. Sensitive documents can be restricted to specific users or roles, ensuring only authorised individuals can view, edit, or share them. Activity logging also provides visibility into who accessed or changed a document, which is critical for accountability and investigations.
From a compliance perspective, document management supports data protection, retention policies, and audit readiness. Documents can be stored securely, retained for defined periods, and disposed of appropriately when no longer required. This is particularly important for organisations handling personal data, contracts, financial records, or regulated information. By embedding document management into daily operations, businesses reduce risk while making compliance easier to demonstrate rather than harder to achieve.
Role-based access to sensitive documents
Clear audit trails and activity logging
Support for retention and deletion policies
Reduced risk of data breaches
Easier compliance and audit preparation
Can document management integrate with our existing IT systems?
Yes. Document management solutions are most effective when they integrate with the systems your business already uses, rather than operating in isolation. This may include integration with Microsoft 365, email platforms, accounting systems, CRM tools, or line-of-business applications. Integration allows documents to be stored, accessed, and managed within familiar workflows, reducing disruption and improving adoption.
For example, documents generated in everyday processes can be automatically stored in the correct location with the right permissions applied. Search and retrieval can also be enhanced through consistent naming, metadata, and indexing. Integration ensures document management supports how your teams actually work, rather than forcing unnecessary process changes. The result is better efficiency, stronger control, and a system that adds value instead of friction.
Integration with Microsoft 365 and core systems
Reduced reliance on email attachments
Documents stored automatically in the right place
Improved search and retrieval
Higher user adoption through familiar workflows
How do you help businesses implement document management successfully?
Successful document management is not just about technology, it is about process, structure, and adoption. We start by understanding how documents are currently created, stored, shared, and used across your business. From there, we design a document management approach that fits your workflows, security requirements, and growth plans. This includes defining folder structures, access rules, retention policies, and integration points.
Implementation focuses on clarity and usability, ensuring staff understand where documents belong and how to use the system correctly. We also support training, documentation, and ongoing improvement so document management becomes part of everyday operations rather than a one-off project. Over time, this approach reduces friction, improves consistency, and strengthens control over business information.
Review of current document processes
Design of clear structures and access rules
Secure implementation aligned to your needs
User guidance and adoption support
Ongoing optimisation and improvement
Our IT support services give your business fast fixes, proactive monitoring, and reliable experts who keep everything running without disruption. We stop problems before they happen and keep your systems secure, smooth, and ready for work. Let us handle the tech so you can focus on growing your business.
Our security services protect your business with strong digital and physical defences that keep threats out and operations running smoothly. We secure your network, devices, data, and premises with proactive monitoring, advanced protection tools, and fast response when issues arise. From cyber attacks to unauthorised access, we help you stay safe.
Service improvement is about more than fixing what is broken. It is about continuously refining how your IT services are delivered so they remain efficient, reliable, and aligned with your business goals. Our service improvement approach focuses on analysing performance, identifying gaps, and implementing practical enhancements
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Our Parners.
Our technical partners are carefully selected industry leaders, providing cutting-edge technology and reliable solutions that complement our services. By collaborating with trusted brands, we ensure our clients benefit from the highest quality hardware, software, and support. These partnerships enable us to deliver seamless integrations, enhanced security, and scalable systems tailored to your business needs, helping you stay ahead in a rapidly evolving digital landscape.
