FREQUENTLY ASKED
The questions people ask before signing.
If yours is not here, just ask — we reply the same business day.
How we work
- I already have an IT provider. Is it worth switching?
- Only if the current one is costing you time or money. In the meeting we tell you honestly whether it is worth it — we have told companies to stay where they were. If you do switch, we survey the infrastructure with or without the incumbent's cooperation, and both can run in parallel during the transition: nothing is switched off before it works on our side.
- What happens in the first week?
- We survey and document what exists: hardware, accounts, licences and access. At the end you have a written picture of your own infrastructure — and it stays yours, whoever your provider is tomorrow.
- Do you work alongside our internal team?
- Yes. In several companies we complement the person already there: we take infrastructure, cloud and security, and they keep user support and the business side. We do not replace people by default.
- Do you come on site, or is everything remote?
- Most support is resolved remotely, which is faster for you. When being there matters — hardware, networks, office moves — we travel within Greater Lisbon.
- What don't you do?
- We do not work on vendor commissions: we recommend what fits your case, even when that means less revenue for us. We do not promise 24/7 — coverage is Monday to Friday, 09:00 to 18:00. And we work with companies, not consumer repairs.
Contracts and cost
- How much does it cost?
- The figure is driven by two things: the number of workstations and the complexity of what you have — servers, cloud, security and compliance requirements. A ten-seat company running everything in Microsoft 365 does not cost the same as a ten-seat company with its own servers and data-residency obligations. After the meeting we put the figure in writing, before any commitment.
- How do you charge?
- Two ways: a monthly retainer with a fixed figure and continuous support, or hour bundles for occasional help. The figure depends on the number of seats and what is included, and it is presented in writing before any commitment.
- Is there a lock-in period?
- No. The retainer can be ended with 30 days' notice and hour bundles carry no ongoing commitment. We would rather you stayed because it works than because you signed.
- Is there a minimum company size?
- No. We work with companies of a handful of seats and with companies of several dozen. What changes is the model, not whether we take you on.
- Do bundled hours expire?
- Yes, 12 months from purchase. We say so up front rather than burying it in the terms, and we report the remaining balance as it is used.
- What if we want to leave? Do we take our data?
- Yes. The retainer ends with 30 days' notice and no exit penalty. We hand over the infrastructure documentation — hardware, accounts, licences and access — just as we do at the initial survey, and we work with your next provider during the transition. Documenting your estate is work that stays with you, not with us.
Support and response times
- How quickly do you respond?
- The commitment is 1 hour for critical incidents (business stopped or data at risk), 4 hours for individual blockers, and 1 business day for routine requests. In practice we almost always reply the same business day — but we publish the times we guarantee, not the average. The clock starts when the request reaches us.
- What are your coverage hours?
- Monday to Friday, 09:00 to 18:00 (Lisbon time). Outside those hours requests are logged and picked up at the start of the next business day. We do not promise 24/7 because we would not meet it on every call.
- How do we raise a request?
- By email or phone, straight to the team that runs your systems. There is no call centre and no first line filtering you out.
Cloud and data
- Does our data stay in the European Union?
- It depends where it sits today — and that is one of the things we check in the meeting. We work with both the American hyperscalers and European sovereign clouds, and the choice is made per workload: sensitive data can sit under exclusively European jurisdiction, the rest goes wherever is most efficient.
- Doesn't Microsoft 365 already back up our data?
- Not in the way most companies assume. Microsoft guarantees service availability; responsibility for the data is the customer's, with limited retention windows. Accidental deletion, ransomware or a departing employee can mean permanent loss without an independent backup.
- What is “sovereign cloud” and do we need it?
- Infrastructure operated by European companies and subject to European law, which materially reduces exposure to the US CLOUD Act. Not everyone needs it. It matters if you handle sensitive personal data, fall under NIS2, or have contractual data-residency obligations.