FAQ

An MSP (Managed Service Provider) is a company that takes responsibility for the reliable operation, security and development of a client's IT infrastructure within an agreed level of service.

MSP TECH provides user support, infrastructure monitoring and maintenance, backups, information security, coordination with vendors and contractors, and planning for future IT development.

Instead of paying for individual fixes after a failure, clients receive a managed IT service with a clear scope of responsibility, agreed response times and measurable outcomes.

It is generally worth considering when:

• IT operations depend on one employee;
• a specialist's holiday, illness or departure leaves the company without the support it needs;
• multiple offices or departments need support, including those in different cities or countries;
• the company lacks specific technical expertise;
• the same incidents keep recurring because nobody addresses their root causes;
• business growth calls for IT infrastructure to develop and scale;
• the internal IT team is overwhelmed by support requests and has no time for complex work or improvements;
• there are no agreed response times, central ticketing system or consistent follow-up;
• infrastructure monitoring, backup checks and systematic information security controls are missing;
• the company needs more transparent and predictable IT costs.

With co-managed IT, the client's internal team retains control of its infrastructure, processes and priorities, while MSP TECH provides additional resources and specialist technical expertise.

We can handle first-line support and routine requests, or bring in L2/L3 specialists for complex incidents, projects and support across offices in different cities and countries.

MSP TECH audits the software the organisation uses, identifies its actual needs and checks whether it meets the criteria for preferential programmes available to NGOs.

As part of a monthly IT service agreement, our team:

• identifies suitable preferential software and licensing offers;
• checks the organisation's eligibility against vendor requirements;
• handles registration and prepares and submits applications;
• helps obtain, activate and deploy software and licences.

Eligibility depends on the type of organisation, its country of registration and each vendor's terms. We therefore assess every case individually.

An IT infrastructure audit should cover:

• an inventory of hardware, software and IT services;
• an assessment of performance, availability and capacity for growth;
• a review of backups, information security and access management;
• an analysis of technical documentation and existing IT processes;
• identification of critical risks and weak points;
• an improvement plan with priorities, timelines and budget estimates.

The scope of monthly IT services depends on the company's needs, size and infrastructure. It typically includes:

• HelpDesk and user support;
• maintenance of workstations, servers, networks and cloud services;
• monitoring of critical systems;
• oversight of backups and basic cybersecurity controls;
• support for accounting and business applications, excluding software development;
• IT management advice and recommendations for infrastructure development.

The exact services, support hours and SLA commitments are set out in the contract.

Products, licences and work outside the agreed scope of monthly IT services are charged separately:

• hardware, software and licences;
• infrastructure upgrades and system migrations;
• installation of networks, Wi-Fi, CCTV and access control systems;
• software development and business system integration;
• additional site visits and work outside agreed support hours;
• 24/7 support if it is not included in the selected package.

Additional work is priced and agreed with the client before it starts.

MSP TECH begins handling a request within 15 minutes during the agreed support hours.

Resolution time depends on the priority and complexity of the incident. Most issues are resolved remotely, with an engineer visiting the site when needed. Response and resolution targets are set out in the SLA.