#
Email Us

Frequently Asked Questions

  1. Home
  2. FAQ

IT Related Support – FAQ

This FAQ is written for businesses in Gauteng looking for reliable IT support, managed services, cybersecurity, cloud solutions, and remote support.

Straight answers for SLA clients: response times, security, backups, monitoring, and how we keep your business running.

We prioritise by business impact: full outages and security incidents first, then degraded performance, then standard requests. Your SLA defines target response/restore times and escalation paths.
Typical coverage includes user support, device management, patching, antivirus/EDR, backup oversight, monitoring, and basic network administration. Project work (new installs, major upgrades) is usually scoped separately.
Yes—SLA clients can escalate critical incidents after hours, such as outages, security events, and server failures. Coverage and rates depend on your SLA tier.
We start with symptoms and diagnostics: event logs, device health, disk SMART status, driver state, and application logs. If the problem follows the user/profile it’s often software; if it follows the device/component it’s often hardware.
Your office connects to an ISP via a last-mile service (fibre/LTE/wireless). Reliability depends on last-mile quality, routing, power, and whether you have a backup link configured for failover.
DNS translates names (like files.company.co.za) into IP addresses. If DNS is slow or misconfigured, email, logins, cloud apps, and websites can fail even when the internet link is working.
A business firewall adds proper security controls: VPN, traffic rules, intrusion prevention, web filtering, and threat reputation checks. ISP routers are typically basic and not designed for business-grade security.
Managed services are proactive: monitoring for uptime, disk space, backup status, patch compliance, and security signals. This reduces downtime and catches problems early.
For most businesses: daily backups at minimum, with multiple versions retained. Back up business data, servers, critical cloud data, and key configuration. We also recommend regular restore tests.
Antivirus focuses on known threats. EDR adds behavioural detection, investigation, and faster containment—better protection against modern attacks like ransomware and credential theft.
We use layered security: firewall + VPN, endpoint protection, patching, least-privilege access, safe email configuration, backups, and monitoring. No single control is enough on its own.
Disconnect affected devices from the network and contact us immediately. Fast response reduces spread. We then isolate, investigate, recover from clean backups, and harden the environment.
Yes—Microsoft 365 management includes mail flow, security settings, MFA, user management, licensing, and troubleshooting. We also support hosted servers and cloud backups where required.
Updates patch security vulnerabilities and improve stability. Unpatched routers, firewalls, and endpoints are common entry points for attackers—especially where remote access exists.
We manage onboarding, offboarding, password resets, permissions, and MFA. Offboarding is prioritised to reduce risk, ensuring accounts and access are removed promptly.
You do. You always own your hardware, licences, and data. We keep documentation and access securely managed, with transparency and handover support if needed.
Yes. We connect sites securely using VPNs and centralised management, ensuring consistent security and performance across offices and remote workers.
Include what’s happening, who is affected, when it started, screenshots/error text, and impact (e.g., “all users can’t email” vs “one PC slow”). This helps us triage correctly.
Yes. We help forecast PC/server refresh cycles, licensing, connectivity, security improvements, and business growth requirements—so upgrades happen before failures.
We maintain structured documentation and store credentials securely (not in spreadsheets or email). Access is restricted, audited, and handled on a least-privilege basis.

Still have questions?

If you’d like a managed IT support proposal or SLA options, contact us and we’ll recommend the right coverage level for your business.

Request an SLA quote

View managed services

Basic Computer Troubleshooting

Simple checks you can try before logging a support call.

Check if many programs or browser tabs are open, restart the computer, and ensure Windows updates have completed. Slowdowns are often caused by long uptimes or background updates.
Confirm the power cable is plugged in, the power socket works, and (for laptops) the charger light is on. Try a different power outlet if possible.
Check that the monitor is powered on and the correct input is selected. For laptops, try adjusting screen brightness or connecting an external monitor.
Unplug and reconnect the device, try a different USB port, or replace the batteries if it’s wireless. Restarting often resolves driver issues.
Check Wi-Fi is turned on, ensure you’re connected to the correct network, and try disconnecting and reconnecting. If possible, restart the router or test another device.
Close the program and reopen it. If it continues, restart the computer and ensure the application is fully updated.
Do not click on pop-ups or links. Close the browser, run a full antivirus scan, and report it to IT—this could be a phishing or malware attempt.
Check the printer is powered on, connected to the network, has paper and toner, and is not paused. Restarting the printer often clears simple issues.
Ensure Caps Lock is off and you’re using the correct username. If it still fails, log a support request for a secure password reset.
If the issue affects your ability to work, keeps returning, or involves security warnings, contact IT immediately rather than spending time guessing.

What Clients Say?

Here are testimonials from clients..

  • HP Icon
  • DELL Icon
  • Microsoft Icon
  • ARUBA Switch Icon
  • Samsung Icon