Frequently asked questions

The monitoring, automation, and tooling we run behind your systems so faults are found and fixed before they interrupt anyone. It also means whoever picks up your ticket already knows how your environment is put together, instead of learning it during an outage.

One request you send us — a question, a fault, or a change you need made. Each one gets its own reference, so there is always a record of what was asked, what we did, and when.

Where your plan carries a fair-use limit, it covers the normal monthly volume of requests a business your size sends — it is there to catch runaway usage, not to ration ordinary support. The figure is set in your contract, and we flag it as you approach it rather than after the fact. If your usage settles above the limit, we move you to the plan that fits instead of billing you the difference.

It means we start work and tell you we have started, within 15 minutes of a critical issue being reported in working hours. It is not a promise that the fix lands in 15 minutes — how long a repair takes depends on the fault, and sometimes on a third party. We would rather commit to something we can hold every time than to a number that sounds better and breaks.

We take them in the order they arrive, and we tell the second one where they stand rather than leaving them to guess. Every provider has more clients than engineers, and we would rather say so plainly than publish a response time that quietly assumes you are the only one in trouble.

Your contract covers Monday to Friday, 09:00–17:00. Outside those hours an emergency line is available Monday to Saturday, 09:00–21:00, for problems that genuinely cannot wait for the next working day.

Security here is not a separate product you bolt on — it is one layer applied across everything we manage, sized to what your business actually holds. In practice that means:

• Patching kept current, so known holes close before anyone uses them
• Endpoint protection on every device we manage
• Email filtered for phishing and malware, which is how most attacks arrive
• Access controlled, so one stolen password does not open everything
• Backups proven by restoring them, not by reporting success

Antivirus is one control, and it mostly recognises what is already known. It does not patch the vulnerability an attacker came through, filter the message that carried the attack, limit what a compromised account can reach, or give you a tested way back if something does get past it. Those are the parts that decide how bad an incident becomes.

You do. We hold delegated administrative access in order to run your systems, scoped to what the service actually needs, and you can withdraw it at any time. Withdrawing it stops us working, but it never affects your ownership — the tenant, the domains, and the data stay yours throughout.

Usually not, and that is Microsoft's rule rather than ours. Annual subscriptions are committed for the year once the short cancellation window passes, and they continue even if we stop working together — you can take them over directly or move them to another provider. Monthly terms can be cancelled each month, but cost more per licence. We put that choice in front of you before you buy, rather than after you try to cancel.

Greek law 5160/2024 puts the reporting duty on your business rather than on us — an early warning within 24 hours, a report within 72, and a final one within a month. What we do is help you meet it: we tell you promptly about anything we see, and we help prepare those reports for the systems we look after. We are clear about the limit too — we do not monitor around the clock unless your plan says so, so the first thing worth checking is whether your business is in scope at all.