Frequently Asked Questions

Responsive IT serves B2B clients exclusively — including professional services firms (solicitors, accountants, architects, engineering consultancies), SMEs with 5-50 employees, and cultural institutions like museums. We do not support home users or personal accounts as this falls outside our specialist positioning.

We combine security-led IT management with direct access to a dedicated senior technician. Unlike call-centre-backed competitors, you'll work with the same experienced professional who understands your environment, compliance requirements and business priorities. Our approach is preventative, strategic and built for organisations where downtime carries real financial or reputational cost.

Yes — we're based in Halesworth, East Suffolk and operate as an independent UK company. Remote support is available nationwide, so geography isn't a barrier for managed services.

We support businesses across East Suffolk including Halesworth, Woodbridge, Lowestoft, Beccles, Bungay, Saxmundham, Leiston, Aldeburgh, Ipswich, Norwich and surrounding villages. Remote engagements extend throughout the UK.

Our managed plans include unlimited remote support, proactive patching, 24/7 monitoring, next-generation endpoint detection and response (EDR), backup management, asset tracking, identity security (Entra ID, MFA enforcement) and proactive issue resolution. We use a block-of-hours model to ensure fair pricing while protecting service quality.

Entry-level retainers start at £99 per month for unlimited remote support for small businesses. Typical engagements for SMEs range from £150-£500/month depending on user count, device volume, security requirements and onsite coverage needs. All quotes are fixed-price with no hidden fees. Annual billing may unlock discounted rates.

Managed plans operate on monthly rolling agreements to ensure continuity for both parties. Consultancy and one-off project work have no long-term commitment and are billed upon completion.

Managed clients receive prioritised response times (typically within 1 hour), proactive monitoring, preventative maintenance, strategic planning and predictable monthly billing. Ad-hoc consultancy suits specific projects (migrations, security audits, compliance initiatives) but lacks the ongoing security posture and relationship benefits of a managed arrangement.

Yes — our audits review your devices, Microsoft 365 configuration, backup architecture, password policies, network topology, access controls and overall risk posture. You receive a detailed report with actionable recommendations and, where applicable, remediation included as part of ongoing managed services.

We deploy layered defences aligned to the NIST Cybersecurity Framework and UK NCSC guidelines:

• Next-generation endpoint detection and response (EDR)
• Email filtering with anti-phishing and sandboxing
• Enforced multi-factor authentication (MFA) across all critical systems
• Automated patch management for OS and third-party applications
• Network segmentation and continuous threat monitoring
• Regular backup validation and disaster recovery testing

Security isn't an add-on — it's the foundation of every plan.

Yes — we assist with incident response, backup restoration, forensic analysis and data retrieval from corrupted systems. Recovery success depends on backup integrity and attack severity. This is why we implement the 3-2-1 backup rule (three copies, two media types, one offsite) for all managed clients and test restores quarterly.

Yes — we run awareness sessions covering phishing recognition, password hygiene, safe browsing habits, MFA best practices, data handling procedures and real-world attack simulations. Training is essential — technology alone cannot stop human-targeted attacks.

We help clients achieve and maintain compliance through technical controls, documentation support and policy guidance. Our security architecture aligns with GDPR, Cyber Essentials and ISO 27001 requirements. While we're not certified auditors ourselves, we work alongside accredited partners where formal certification is required.

Most tickets are addressed within 1 hour during standard working hours for managed clients. Service level agreements (SLAs) are tailored based on business criticality. Emergency support outside these times is available by arrangement.

Yes — approximately 90% of issues are resolved remotely using secure connection tools, eliminating travel delays and keeping costs down. Onsite visits are deployed for hardware replacements, networking work, server installations, boardroom deployments or situations requiring physical presence.

We work with Windows, macOS and Linux desktops/servers, as well as iOS and Android mobile devices. We manage Microsoft 365, Google Workspace, Azure, AWS, on-premises servers, hybrid environments and multi-site networks.

Absolutely. Many clients use us for specialist escalation, security advisory, capacity support or interim coverage while retaining internal IT resource. We coordinate effectively to avoid conflicts and ensure seamless handover.

Yes — for critical business disruptions, security incidents or complete connectivity failures, we offer emergency support. Availability and rates vary depending on urgency and timing. Retainer clients receive priority access.

We accept bank transfer and direct debit via GoCardless. Business clients on annual contracts may receive payment terms of 30 days upon request.

Managed service invoices are issued on the 1st of each month and payable within 7 days. Project-based work is invoiced upon milestone completion or final delivery, depending on the agreed terms.

Initial discovery calls and remote assessments are complimentary. Detailed onsite surveys for complex migrations, security audits or compliance reviews may incur a fee

Managed agreements operate on monthly rolling basis. Early termination requires 30 days' written notice and may involve settlement of outstanding project work or hardware leases. We'll discuss exit options transparently — including knowledge transfer to your new provider.

Yes — we specialise in transition projects with minimal downtime. This includes Microsoft 365 tenants, security configurations, applications and backup architecture. We coordinate the entire process and handle cutover outside business hours where possible. Typical migration timelines range from 1-4 weeks depending on complexity.

Typically 1-2 weeks from signed agreement to full active monitoring. This includes device inventory, security baseline deployment, backup verification, access provisioning and documentation capture. Urgent onboarding is possible for critical situations.

Yes — all managed clients receive updated network diagrams, asset registers, credential vaults, disaster recovery plans and operational runbooks. Documentation is maintained continuously as your environment evolves.

Yes — managed clients receive quarterly business reviews (QBRs) to review incident history, security posture, upcoming changes, budget forecasting and strategic IT roadmaps aligned with your organisational goals.

We practise what we preach — our internal systems use FIDO2 security keys (YubiKeys), GrapheneOS-hardened mobiles, end to end encrypted file storage, secure password management, and VPN-locked administrative access. We undergo regular penetration testing and alignment with industry best practices.

Yes — we maintain appropriate professional indemnity and cyber liability insurance to protect both parties in the event of errors, omissions or data breaches arising from our services.