Frequently Asked Questions
We know how important it is to get clear answers, so we’ve listed some of the questions we’re most often asked about our products and services. For even more detailed support, visit our knowledge base — or if you’d prefer to speak to someone directly, get in touch with our team here.
Business Phone Systems
Will I receive calls if there is a power cut?
VoIP systems rely on network infrastructure to be powered on and fully functioning. This can be supported by an external power source, known as an Uninterruptible Power Supply (UPS), or alternatively unanswered calls may be routed to external numbers such as mobile phones within your team.
Can I keep my business number when I switch over?
Yes. We understand how important it is for our clients to keep the same number. In most cases your number can be ported from one provider to another. We will walk you through what is required and be on hand to help you make this nice and smooth.
How much are the call charges?
UK calls, 01, 02, 03 and mobiles calls are included in the monthly charges.
Is there a mobile app?
Yes. There is a fully functioning mobile app which will allow you to fully manage your extension.
Do I have to use a desk phone?
No. There is a software client and web client available. The only addition you need is a headset. If you would like to talk about desk phones, we can help you with that too.
Cloud Services
What does it mean when you say 'A cloud' please?
Great question! A cloud is a storage or computing resource which is not located on or in your office/premises. It is a server located elsewhere in a data centre.
Is it secure in the cloud?
The major vendors invest heavily to ensure your data is kept secure. In our experience, we have found that the weakest link is often the people in the business. If you are feeling uneasy about the cloud, we'd be more than happy to explain this to you in more detail. Get in touch here.
How do I access my data if the Internet goes down?
We would advise you move to location where you can access the Internet or install a suitable failover option.
I'm not very keen of subscription payments. Do you offer an alternate?
Unfortunately not. Cloud services are all on a monthly subscription.
Computer / IT Support
What is the contracted term for support?
Our support terms are contracted for 90 days and run on a monthly rolling renewal until cancelled.
Do you do site visits?
In our experience, many of the issues our clients have encountered can be resolved remotely. However, from time-to-time a site visit may be required for any physical installations which we are happy to accommodate for you. We will arrange a time which is mutually convenient at the earliest opportunity.
Do you charge extra for site visits?
Yes. This is outside our normal support agreement and is charged in two ways. The first hour is a fixed price but after this our service is charged in 15-minute intervals.
Do you provide 24/7 cover?
No. Our engineers are only available during business hours. We do not hand over to a team or an outsourced provider to maintain cover. The Remote Management and Monitoring system we have in place maintains a watchful eye over your systems, (assuming they are switched on), looking for faults and failures and will automatically attempt to resolve these for you. An example of this would be to apply security updates, Anti-Virus updates and Backup routines. The system will attempt up to 3 times to complete any task, if this fails the system will raise a priority support ticket for review as soon as the help desk opens.
Cyber & IT Security
Is it right that hackers are not interested in smaller businesses?
They are! All businesses can be susceptible to being hacked. Smaller businesses are low hanging fruit to hackers and especially if you do not secure your systems from 'undesirables' on the Internet.
I find all this very complicated, what should I do?
At the very least certify with Cyber Essentials or better still Cyber Essentials Plus. We can guide you through this and suggest some certifying organisations. Get in touch.
Is cyber security expensive?
We firmly believe that this is an investment in the short and long term security of your business. If you do not take the necessarily steps to protect your business, you may not have a business left if you are targeted or attacked.
Internet & Connectivity Solutions
BT Local Business told me I can have a better and faster connection. Is that right?
BT Local Business is a franchise of BT. They will encourage you to sign a 3-year or 5-year contract pending delivery of a service. We can talk you through this and advise of the next steps. Get in touch with our team.
I'm confused! What does FTTP/FTTC/SoGEA all mean?
We have a page here on our website which explains each one of these terms in more detail. Alternatively, we can arrange to speak with you to help you understand this better and which option best suits your needs.
Why is a leased line more expensive?
A leased line is a dedicated connection to the Internet of your chosen speed and budget.
Microsoft 365
Is my business secure from hackers?
This depends on what type of Microsoft subscription you have. We can advise you on this. Get in touch and speak to our team.
I do not like subscription based models. Is there an alternate for me?
Yes there is. However, please note that the cost and feature deliverables are substantially more in price.
Do I have to have a fast Internet connection?
It helps if you do but it's not essential. Microsoft 365 allows Online (connected) or Offline (disconnected) usage on files/folders. We can also help with your internet connectively too if you would like to speak to our team.
Can I pick and choose what plan or subscription I have based upon my needs?
100% yes! We can discuss your workforce requirements and recommend the right subscription for you and your team.
I use a desktop PC and a Laptop. Do I need to have 2 licences?
No. Microsoft 365 licences allow up to 5 PC/laptop devices, 5 Ttblets and, 5 mobile devices per user.
Do you offer any discount to registered charities?
Yes we do and they are very generous discounts too. An example of this is the Microsoft 365 Business Premium (Non-profit Staff Pricing) where the first 10 licences are free. Other plans are available however this suits many smaller charities and a good kickstart for larger charities providing additional licences from just £4.20 per user per month when paid annually (£50.40).
I currently use Microsoft 365 and have a fileserver for my data, can I move from the server to Microsoft 365?
Yes. Using tried and tested software tools, your data can be replicated into Microsoft 365 without data loss and concerns over file/folder synchronisation.
Will I still be able to work during a transfer?
Yes. The software tools will handle this and it's all invisible in the background.