Frequently asked questions

  • A managed service provider is an outsourced, third-party company that remotely manages organisations’ IT infrastructure, services and systems, and keeps them running smoothly and securely.
  • We work with your current provider to document your systems and obtain logins to ensure a seamless transition. Our team will visit you onsite, to get to know your team, systems and services. We ensure all of our team are up to speed with your systems and requirememts, ensuring minimal disruptions and full readiness from Day one.
  • Absolutely! Our co-managed IT services are designed to complement your existing systems, and provide additional, strategic support. Collaborating with Timewade means your in-house experts gain access to our extensive knowledge base, industry best practices, and cutting-edge technologies. We can deal with your first, second and third line support, strategic IT planning, projects, or any combination of the above.
  • Our multi-layered approach begins with robust threat assessments. We proactively identify vulnerabilities in your systems, ensuring that potential risks are neutralised before they can harm your operations.
    Our vigilant monitoring services provide real-time threat detection and response, guaranteeing that any suspicious activity is swiftly addressed. We employ the latest technologies to shield your data and maintain compliance with industry regulations
    Our service, as a standard, includes aligning your systems with GDPR, Cyber Essentials Standards, National Cyber Security Centre cloud security principles and guidance, Microsoft 365 Secure Score and Microsoft Azure Secure Score best practices. We also provide in-person, customised cyber security awareness training for your whole team, including a Cyber Security Awareness Presentation for your team every 12 months.
  • If you need our support, simply call our incredibly responsive team, who will connect into your desktop and see exactly what you’re seeing. This allows us to diagnose the problem there and then. Should the issue need onsite presence, we will also send a team member to your site to resolve the issue in-person. We can also despatch a replacement laptop the next day if needed, and get you up and running within 24h.
  • We ensure your systems are aligned with GDPR, Cyber Essentials Standards, National Cyber Security Centre cloud security principles and guidance, Microsoft 365 Secure Score and Microsoft Azure Secure Score best practices. Every one of our employees also holds a basic DBS certificate.
  • We pride ourselves on being easily contactable, providing 5-star customer service to ensure you don’t waste any of your time. Our Service Desk are incredibly quick to respond, and are able to support you with your issue at the first point of contact. We also believe that quality customer service should involve meeting your team in person. Our technical team will regularly visit you onsite – not just when something’s wrong.
  • We charge per user per month, based on your organisation type, size and complexity.
  • Yes! We regularly move organisations from onsite servers to cloud-based environments and are responsible for the ongoing management. We will assess your business applications and how they are used, to understand the operational efficiencies to be gained by switching to the cloud. All processes are planned for, so that a move to the cloud causes minimal business disruption.
  • Call us and a technical team member will pick up the phone, and work on your issue straight away – without being sent round the houses.
  • Our response time for IT requests is minutes. Typically, we will answer straight away, and be able to deal with your issue there and then.
  • Our whole team have various Microsoft-certified professional qualifications and CompTIA certifications. We are a Sage business partner and a Microsoft Solutions partner. All of our employees also hold a DBS check.
  • Using an IT support provider is a cost-effective way to access a wider range of skills at a fixed rate and improve the efficiency of your business. We can help your team to adapt to new and more efficient IT systems. We also carefully manage digital transformation projects, identifying ways for your orgnisation to be more efficient and use evolving technologies to your advantage.
  • All calls are logged, and our email communications are automated, ensuring we respond to you quickly. Our team will visit you in person once a quarter, and help steer your technology strategy.
  • We provide a Technology Status Report that flags technical standards and risks that aren’t being met, alongside plain-English recommendations on improvements.
  • Tickets are resolved exceptionally fast. Once you start working with us you’ll realise you don’t need a system to track tickets – simply give our team a call and we’ll be able to work on your issue there and then!
  • Simply fill in a form and we’ll do the rest! We will order their kit and set them up on your systems, so they’re ready to start work as soon as they join – with no back and forth with the IT company.
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