Question 1

Do you provide on-site support?

Accepted Answer

Yes. We dispatch technicians on-site in Albuquerque, Rio Rancho, and Santa Fe based on the service level agreement (SLA) tied to your plan. Most issues are resolved remotely within minutes, but when hands-on work is needed—hardware replacements, network equipment installs, or office moves—our local team is available for scheduled and emergency visits.

Question 2

What is your security baseline?

Accepted Answer

Every SHIFT MSP client starts with a security baseline that includes enforced multi-factor authentication (MFA) on all accounts, enterprise-grade endpoint detection and response (XDR) on every workstation and server, and a 3-2-1 backup strategy with three copies of data on two different media types and one stored offsite or in the cloud. This foundation is non-negotiable and forms the minimum standard from which we build additional protections based on your risk profile.

Question 3

Do you support both Windows and macOS?

Accepted Answer

Yes. Our team supports Windows 10, Windows 11, Windows Server, and macOS environments. We deploy and manage endpoint protection, patching, and remote support tools across both platforms, so your team can work on the devices that best fit their roles without compromising security or manageability.

Question 4

How do we start a remote session?

Accepted Answer

Remote support sessions are initiated through our secure remote support portal. When you submit a support ticket or call our helpdesk, a technician will provide you with a one-time link or direct you to our portal. The connection is encrypted end-to-end, and sessions are logged for security and accountability. No permanent software installation is required for ad-hoc sessions.

Question 5

How long does onboarding take?

Accepted Answer

A typical onboarding takes between two and four weeks depending on the size and complexity of your environment. During this period, we document your infrastructure, deploy our monitoring and security tools, configure backups, and establish your support workflows. We handle the transition with minimal disruption to your daily operations and provide a dedicated onboarding manager as your single point of contact throughout the process.

Question 6

What happens if we experience a security incident?

Accepted Answer

Our incident response process activates immediately. We isolate affected systems to contain the threat, investigate the scope and root cause, remediate the vulnerability, and restore operations from verified clean backups if necessary. Throughout the process, we keep your leadership informed with clear status updates. After resolution, we conduct a post-incident review and implement additional safeguards to prevent recurrence.

Question 7

Can you help us migrate to Microsoft 365?

Accepted Answer

Absolutely. We have extensive experience migrating organizations from on-premises Exchange, Google Workspace, and other platforms to Microsoft 365. Our migration process includes tenant configuration, mail and data migration, DNS cutover, user training, and post-migration validation. We schedule migrations during off-hours to minimize impact and verify every mailbox and data set before closing the project.

Question 8

Do you offer after-hours or emergency support?

Accepted Answer

Yes. Our standard plans include business-hours support with guaranteed response times. For organizations that require coverage outside of normal business hours, we offer extended support plans that include evenings, weekends, and emergency on-call availability. Critical issues such as server outages, security breaches, and complete loss of connectivity are treated as emergencies regardless of plan level.

Question 9

How do you handle vendor management?

Accepted Answer

We act as your single point of contact for all technology vendors. Whether you need to coordinate with your internet service provider, resolve a licensing issue with a software vendor, or manage a hardware warranty claim, our team handles the communication and follow-through so you do not have to sit on hold or navigate support queues. We track every vendor interaction in our ticketing system for full accountability.

Question 10

What is included in your monthly reporting?

Accepted Answer

Each month you receive a detailed report covering ticket volume and resolution metrics, system health and uptime statistics, security event summaries, backup success rates, and patch compliance status. We also include a technology roadmap section that highlights upcoming recommendations, renewal dates, and budget considerations. These reports are reviewed during a scheduled call with your account manager to ensure alignment with your business goals.

Common Questions About Managed IT and Support

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