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VISIT US AT KOMUNA PARISIT
IN TIRANA

Rr. Komuna Parisit, Perball “Shkolla Kristaq Rama”

Tirana AL, 1060, Albania

INFORMATION QUESTIONS

FREQUENTLY ASKED QUESTIONS

What response times are guaranteed under each MSP plan?

  • Basic: Remote response within 8 business hours, Mon–Fri 9–5.
  • Standard: Remote response within 4 hours, 24×7.
  • Premium: On-site or remote response within 2 hours, 24×7.
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How do you bill for servers, workstations and network devices?

We charge per-device: servers, desktops, firewalls and access points each carry a monthly fee. You’ll see a clear “per-unit” line in your quote.

Can you support both on-premise and cloud infrastructure?

Absolutely – we manage bare-metal servers, Proxmox/VMware clusters, AWS/Azure instances and hybrid setups under a single pane.

What is included in your backup & disaster-recovery service?

  • Scheduled snapshots to both local NAS and encrypted cloud storage.
  • Automated failover testing (Premium tier) and RPO/RTO targets laid out in your SLA.

Do you handle network security and firewall management?

Yes – Standard and Premium plans include firewall rule changes, VPN setup, and ongoing IDS/IPS monitoring. Premium adds quarterly security audits.

How do you handle software patching and updates?

Critical OS and application patches are applied automatically during off-hours. Non-critical updates are scheduled with you to avoid business interruptions.

What onboarding process do you follow for new clients?

We start with a full infrastructure audit, network discovery, baseline security hardening and documentation hand-off, all under a one-time setup fee.

Can I add or remove services mid-contract?

Yes – our packages are modular. You can add extra features (e.g., CCTV management, SD-WAN design, additional backups) or scale down with 30 days’ notice.

How do you report on system health and performance?

You’ll receive monthly reports showing uptime, patch compliance, security events and help-desk metrics. Premium clients get an interactive dashboard.

Who do I contact in case of an urgent issue outside business hours?

Premium plan subscribers have a dedicated on-call engineer reachable via direct phone line. Standard subscribers use our 24×7 ticketing system with guaranteed SLAs.

INFORMATION ABOUT US

CONTACT US FOR ANY QUESTIONS