Frequently Asked Questions
Find quick answers to the most common questions about our services, support options, pricing and how we work with your business. If you can’t find what you need, we’re always happy to help — just get in touch.
General Questions
Everything you need to know about how Responsive IT works.
What areas do you cover?
We support businesses across East Suffolk — including Halesworth, Woodbridge, Lowestoft, Beccles, Bungay and surrounding villages. Remote support is available across the UK.
Do you help home users?
Yes — we provide repairs, upgrades, data recovery and secure setup services for home customers. Businesses receive priority response times.
Are you available for urgent support?
Yes. We offer emergency support for critical outages, security incidents and connectivity failures, even if you're not on a managed support plan.
What makes Responsive IT different?
We combine technical expertise with personal, friendly service — and we respond quickly. You’ll always speak directly with a dedicated technician instead of a call centre.
IT Support & Response
Information about how our support works, response times and availability.
What are your typical response times?
Most tickets are responded to within 1 hour during working hours. Customers on a managed plan receive faster response times and proactive monitoring.
Do you offer remote and onsite support?
Yes — most issues can be fixed remotely, but we also provide onsite visits when hardware or networking work is needed.
Do you support Windows and macOS?
Yes. We work with Windows, macOS and Linux systems, as well as mobile devices and servers.
Do you support existing IT providers?
Absolutely. We can work alongside your internal IT team or existing MSP, providing escalation or specialist services where needed.
Managed IT Services
How our monthly support plans work and what they include.
What’s included in your managed service plans?
Our plans include unlimited remote support, patching, monitoring, antivirus, backup management, asset tracking and proactive issue resolution.
Is there a minimum contract?
Yes — managed plans have a simple 12-month rolling agreement. Consultancy and project work have no long-term commitment.
Do you cover servers and networking equipment?
Yes. We manage servers, switches, firewalls, WiFi systems and cloud infrastructure as part of your support plan.
Can you manage Microsoft 365 and cloud services?
Absolutely — we manage Microsoft 365, SharePoint, Teams, cloud backups, user onboarding/offboarding and identity security.
Cyber Security
Answers to common questions about protecting your systems and data.
Do you provide security audits?
Yes — our audits review your devices, Microsoft 365, backups, password policies, network configuration and overall risk posture.
How do you protect against cyber threats?
We deploy next-generation endpoint protection (EDR), email security, phishing prevention, MFA enforcement, patching and monitoring tools.
Can you recover data after an attack?
Yes — we can assist with ransomware recovery, backup restoration and data retrieval from corrupted devices, depending on severity.
Do you offer staff training?
Yes — we run awareness sessions covering phishing, password hygiene, safe browsing, MFA, data handling and real-world attack examples.
Billing & Pricing
Common questions about costs, quotes and payment terms.
How does pricing work?
Managed IT services are billed per user or device monthly. Project work and consultancy are fixed-price or hourly depending on scope.
Do you charge for onsite visits?
Onsite visits outside managed agreements may carry a call-out fee, depending on your location. Managed clients often receive discounted rates.
How do I get a quote?
Contact us with a few details about your setup, and we’ll provide a fast, clear quote tailored to your needs.
What payment methods do you accept?
We accept direct debit, bank transfer, and subscription billing for ongoing services.