FAQ

Frequently Asked Questions

Choosing a new IT provider is a big decision. Here are answers to the questions we get asked most often. If yours isn't here, just get in touch.

Pricing and Packaging

Getting Started

Day-to-Day Support

Compliance and Sectors

Working With Penken

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Frequently Asked Questions

Pricing and Packaging

How Does Your Pricing Work?

What Is the Difference Between a Full User and a Light User?

How Do I Know Which User Tier Is Right for Each Member of My Team?

Can I Mix Full and Light Users Within the Same Business?

What Counts as a Managed Device?

What If a Team Member Leaves or a New Person Joins?

What Happens to My Pricing If My Team Grows Significantly?

Do I Need the Compliance Pack?

What Is the Difference Between Microsoft 365 Backup and Email Archiving?

What Is DMARC and Why Does It Matter?

Are There Any Hidden Costs I Should Know About?

Is There a Minimum Contract Length?

What Happens at the End of My 12-Month Agreement?

What If I Am Not Ready for a Managed Support Agreement?

Getting Started

Thinking About Switching IT Provider?

Can I Switch from My Current IT Provider Without Disruption?

How Quickly Can You Take Us on as a Client?

How Do I Get a Quote?

What Information Do You Need from Us to Get Started?

How Long Does Onboarding Take?

What Does Onboarding Involve and Why Is There a Fee?

How Do You Handle the Transition from Our Current IT Provider?

What Does the First 90 Days Look Like?

Day-to-Day Support

What Are Your Support Hours and How Do We Contact You?

How Do We Log a Support Request?

Who Will We Be Speaking to When We Contact Support?

What Response Times Can We Expect?

What Happens If Mark Is Unavailable?

Do You Offer Out of Hours Support?

Can You Support a Mixed Windows and Mac Environment?

Do We Need to Replace Our Existing Hardware?

What Happens If We Suffer a Cyberattack?

Compliance and Sectors

Are You Cyber Essentials Certified?

What Is Cyber Essentials Plus and How Is It Different from Cyber Essentials?

Can You Help Us Achieve Cyber Essentials Certification?

Can You Help Us Meet SRA or FCA Requirements?

Can You Assist with Audits and Compliance Reporting?

Can You Help Manufacturing Businesses with Their Compliance and Security Requirements?

What Cyber Threats Are Most Relevant to Businesses Like Mine?

How Do You Stay Up to Date with Changing Compliance Requirements?

Do You Work with Businesses Outside Legal, Financial and Manufacturing?

Working With Penken

Why Should I Choose Penken Technology Over a Larger IT Provider?

Why Should I Choose Penken Technology Over Another Small IT Provider?

What Makes a Good Fit Client for Penken Technology?

How Long Have You Been in Business?

What Tools and Systems Do You Use?

How Do You Keep Your Own Skills and Knowledge Up to Date?

Do You Offer a Referral Scheme?

Still Have a Question?