Frequently Asked Questions
Questions about MCT
Here you can find the most frequently asked questions about us and what we do to make your business security, reliability and continuity stronger
Questions you should be asking your current IT provider or in-house team
Here you can find the most frequently asked questions you should ask your current IT supplier or in-house team
Questions about us
What does MCT-Tech do?
- We make sure that your business IT systems have the security, continuity, and reliability they need, no matter the challenges or changes your business will have to go through
- Each business has its own “gazillion” things to do daily, yet most of them depend on having a reliable, stable, and secure computer infrastructure. But to have this, you need a team of people that are specialised in providing this level of services to make sure your IT systems are running optimally
If I have a problem, how easy is it for me to get you to sort it out for me?
- We are only a phone call or an email away!
- You can easily reach on us on our main number – 01386 425 110 or via email at help@mct-tech.uk
- If the phone line is super busy, do not worry! You can drop us an email and we will get back to you within the hour.
- We will make sure that each query is dealt with individually and every query or problem you might have resolved in a timely manner.
What if my issue cannot be sorted out immediately?
- Depending on the severity and complexity of the issue, we will let you know how much time the request of support / ticket will take to be resolved.
- In the meantime, you will be kept constantly updated on the progress through our ticketing system and or through the phone, should we need to discuss any other arising matters.
What happens if my business has a specialised software that is used daily?
- If you have such software, it is best to have a maintenance contract with the people that provided it – as they are the ones having the best troubleshooting knowledge
- Even so, we will make sure that we take the lead on managing the communication and access for the 3rd party to your systems in order to carry out any work that needs to be done, so that the disruption will be minimal or virtually non-existent
- We will also be providing an environment for your specialised software support teams to carry out their approved work with minimal assistance required.
Are you visting our offices or carry out all the work remotely?
- We will regularly come and visit to make sure that everything is working optimally for you, to address any other small niggles you might have and to obviously have a catch up and maybe a cuppa 🙂
- We will also consult you on various aspects that will improve the business’s IT continuity, reliability and security further, to ensure that your current or future technological needs will be met or exceeded
- We are local in Evesham and Bristol, making sure that we can cover ground very quickly to sort out any issues that cannot be dealt with remotely (i.e., catastrophic failures / physical faults)
Can you make sure that our business data is safeguarded regardless of where it is accessed from?
- Yes, our services include this as standard, and we will make sure that comprehensive training is provided to staff to ensure a smooth and secure work environment, even when done remotely.
- We will ensure that all relevant and preventive security and safeguarding measures are in place for your business activity to be carried from wherever and whenever, offering you complete peace of mind all around the clock and year.
Can you help me have access whenever, wherever to my business data?
- Yes, among the standard services that we provide, we include the facility to allow staff to work from home or from a different country, should they get stuck due to COVID travel rules.
- The connection is secured and encrypted, offering you a complete worry-less experience if you must work on the go or away from the office. The VPN client is very user-friendly and within few clicks you are online.
What is it that you mean by "proactive support"?
- We believe that prevention is better than curing, which is why we have developed a proactive set of procedures and processes that are implemented into your infrastructure to make sure that any misbehaviour is virtually inexistent, or if present, the disruption is minimal.
- The level and availability of support via phone, e-mail or in person, combined with our monitoring and alerting systems that notify us very promptly about a wide set of parameters and services in case of misbehaviour, allows us to step in front of any problem that a user might have and address it very quickly
What makes MCT-Tech “user-friendly”?
- We focus on delivering a completely user-friendly service, both in terms of processes approach and wording – avoiding terms and phrases that come across as too “geeky” and “technical”.
- Not only we make sure that your IT is running optimally, but we also ensure that every person understands how system are interconnected and should be the first steps of troubleshooting before reaching out to us.
Is MCT-Tech able to help us remove old IT hardware that we no longer need?
- Yes, we work with trusted partners that will allow us to help you safely dispose of old equipment.
- Additionally, a certificate of destruction will be provided for each asset that contained any form of storage medium (Hard Disks, Solid State Disks etc.)
Questions you should be asking your current IT provider or in-house team
How do they keep all the systems up to date with the latest security patches and software revisions?
- As much as updates can pop up onto your computer in the most inappropriate time (unless they are properly manged), they are the first and most simple line of defence against many threats.
- Our remote management software will allow us to schedule the security updates without causing you any disruption. If an update is very urgent, we will let you know in good time and will discuss the best time to carry out the work.
How do they monitor your IT Infrastructure 24/7/365 and what measures are in place to protect the systems, address issues without an engineer's interaction out-of-hours and make sure business workflow is not interrupted?
- Proactive monitoring and management are significantly better for both your business IT infrastructure security and for your staff satisfaction, as it allows to address most issues before they have a real impact on the user.
- Our IT Support platform allows us to deliver this type of services, offering you a smooth and user-friendly experience overall.
- All the security updates and patches, and the latest virus definitions are automatically applied when there is no user activity, avoiding any disruptions and at the same time securing the network, servers and computers from any potential attacks.
How do they test updates, new software or any other upgrades before deployment into the main IT environment?
- Sometimes, some updates can cause a lot of problems, potentially disrupting your workflow and in the worst case scenario rendering your IT infrastructure unusable for a period of time.
- This is one of the main reasons why we at MCT-Tech check the implications and changes of an update first and then test it within a totally isolated environment, before being deployed in the main environment.
- Of course, nothing is perfect, and in case something does not work as intended, we will make sure to resolve any issues as soon as possible.
Do they have well-written documentation to allow any IT Engineers to understand the client's infrastructure easily?
- Well-written documentation is what makes the difference between being able to help our customers quickly and effectively and fiddling thumbs trying to understand what is what
- We constantly update and create IT documentation so that we keep a record of everything has been changing over time and also to provide to our customers accurate descriptions and inventories of what they own, what they should be replacing and what hardware should be upgraded.
Do they constantly check up on you to see how your business is doing and to see if any big change is coming up?
- Active bi-directional communication is the key element that strengthens relationships and builds stronger businesses, allowing both parties to develop simultaneously.
- We regularly check up on our clients and also ask for feedback to make sure that all of their needs are met and expectations exceeded.
- Also we make sure that their IT is not limiting the business in any way, allowing them to continuously improve the company performance and compliance.
Do they offer off-site and on-site backups, including management and monitoring?
- Data sits at the core of every business, without it no trading activity would be possible.
- Whereas on-site backups (external hard drives, dedicated backup servers) are widely used by most businesses, off-site (cloud) backups are the most efficient way to safeguard and protect your business data.
- Using a cloud service to store off-site backups come as standard with our services. Should anything go wrong or the business gets attacked, all the data will be safe and can be seamlessly restored.
Do they offer the facility to work remotely in a secure and safeguarded way?
- Given the changes that COVID-19 has brought upon all industries, your business needs to be ready to carry out part or all of its activity remotely – allowing employees to securely and conveniently access the business data when the need arises.
- We offer the facility of remote-working for any business that might require it. If the need is not immediate, we will consult you and make sure that you will know exactly how the facility is going to be rolled out within your company.
- We will also offer training and guidance on best practices for staff to ensure that your business data is safe and secure when accessed remotely.
How are they dealing with your current specialised software, printing, broadband providers (and others, if applicable)?
- Every business has got its own current set of suppliers when it comes to things auxiliary aspects of the main IT infrastructure – such as printers, broadband, specialised software and so on.
- As much as we do not manage these directly, as they are separate to what we offer, we will make sure that if they have to carry out any maintenance or management work, we will facilitate their access and support them to make sure that your business activity does not get disrupted.
Should a disaster happen, do they have a plan and procedures that will allow them to restore the data quickly and get you back online ASAP?
- Disasters can happen and they can be absolutely devastating if the business IT infrastructure is not prepared and resilient enough to quickly recover for the business to continue its activity.
- Among the first things we discuss with our clients is disaster recovery, which includes necessary hardware and equipment, off-site (cloud) backups, restore procedures and getting them back up online in as little time as possible.
- We have plans and procedures in place should a client of ours experience this, to make sure that the business is not significantly impacted and that their trading activity is stopped or hindered.
How much do they cost your business?
- In-house IT Teams cost the business much more than having a Managed Service Provider taking care of your IT and monitor and manage your infrastructure 24/7/365.
- Being an MSP ourselves, we understand the technologies better and we make sure that everything is kept up to the highest standard of security and reliability all the time.
- Some people might be concerned about the convenience aspect of having an external supplier for IT & Cybersecurity – however, we will be as reachable and available as your in-house team, plus we work hard to make sure that problems avoid you!
- If you want to compare the costs, please check our pricing guide here: Our Pricing
- If you want to discuss with us, click here: Contact MCT-Tech