IT Support FAQ

We provide 24/7 network monitoring services for businesses throughout the Charleston area. Our local team continuously tracks your systems to identify and address potential issues before they lead to operational disruptions. This ensures your business remains productive, whether you’re located downtown, in Mount Pleasant, or across West Ashley. Proactive monitoring protects your data and prevents costly downtime for your daily operations.

Switching IT providers is a planned process designed to avoid business disruption, and there is typically no downtime. We begin by auditing your current network and creating a detailed transition plan, often working behind the scenes for weeks before the change. For our Charleston clients, we coordinate the final cutover after business hours or during a slow period to ensure your operations are not impacted. This careful planning allows us to take control of your systems seamlessly without interrupting your team’s work.

Yes, our IT team has extensive experience supporting the specialized software used by Charleston’s construction and contracting firms. We regularly manage and troubleshoot platforms for project management, bidding, and architectural design, including Procore, Bluebeam, and various Autodesk products. Given the amount of new development and historic preservation projects across the Lowcountry, we understand the critical need for these systems to be reliable and secure. Our support covers everything from initial setup and cloud integration to ensuring your team has seamless access, whether they are in the office or on a work site from Mount Pleasant to West Ashley.

Yes, we provide pay-as-you-go IT support, often called break-fix services, for businesses throughout the Charleston area. This service is ideal for companies that need immediate help with a specific technical problem but are not on a monthly managed services plan. Our technicians can be dispatched to your location, whether you’re in West Ashley, downtown, or Mount Pleasant, to address urgent issues like network failures or hardware malfunctions. This model allows local businesses to access expert IT help on an as-needed basis, billed at an hourly rate, without a long-term contract.

Yes, we guarantee we can resolve your server issues or you will not be charged for the attempt. Our experienced technicians will perform a thorough diagnostic to identify the root cause of the problem. We are familiar with the server setups common in Charleston’s professional and retail environments, from historic downtown buildings to newer facilities in West Ashley. Our commitment is to find a definite solution and restore your system’s functionality.

A typical service level agreement (SLA) for IT support defines response times by issue severity, ranging from under 30 minutes for critical problems to 24 business hours for minor requests. Our standard SLA guarantees a response within 15 minutes for critical system failures. We classify issues into tiers: a critical server outage gets the fastest response, while a high-priority issue like a point-of-sale terminal failing at a downtown Charleston restaurant is addressed within one hour. This tiered approach ensures we can quickly resolve problems that halt operations for our local clients, from retail shops on King Street to professional offices in West Ashley. Lower-priority requests, such as setting up a new user or a non-urgent software question, are handled within one business day.

For most Charleston businesses, using a Managed Service Provider (MSP) is significantly more cost-effective than hiring a full-time IT employee, as a single hire’s salary, benefits, and training costs typically exceed an MSP’s predictable fee. In the competitive local job market, the total expense of one salaried person is substantial and does not guarantee expertise across all areas of technology. An MSP provides access to a full team of specialists, from cybersecurity to cloud integration, for a fixed price. This team approach ensures you have comprehensive support and are not left vulnerable when a single employee is on vacation, sick, or resigns.

Yes, we provide specialized HIPAA-compliant IT services for healthcare providers across the Charleston area. We help medical and dental offices from downtown Charleston to Mount Pleasant secure patient data and navigate complex technical compliance requirements. Our services include conducting required Security Risk Analyses, implementing secure network configurations, and providing ongoing monitoring to protect electronic protected health information (ePHI). We understand the unique IT challenges local independent practices face in maintaining compliance.

You should ask about their guaranteed response times, what their plans include, their specific cybersecurity approach, and their experience with local businesses. Inquire how quickly a technician can get on-site to your location, whether you are downtown or in Summerville, and what after-hours support costs. It is important to understand what is considered an extra charge versus what is covered in a monthly agreement to avoid surprise bills. Given our position in the Lowcountry, also ask detailed questions about their data backup and disaster recovery plans to ensure your business can operate through hurricane season.