Straight answers to the questions we’re asked most often. Can’t find what you need? Get in touch.
Managed IT support
How much should managed IT support cost?
It mainly depends on how many users and devices you have, how your IT is set up and what’s included. Be wary of very low prices that leave out support hours, on-site visits or security. We give every customer a fixed monthly price with the inclusions written down.
What’s included in a fully managed IT service?
With Zenos: unlimited support 8am–6pm, proactive monitoring, Microsoft 365 administration, planned on-site visits, starters and leavers, documentation and security as standard. See managed IT support.
What’s the difference between fully managed and co-managed IT?
Fully managed means we take responsibility for all of your IT. Co-managed means we work alongside an in-house IT person, taking on the parts they need help with. [Confirm whether you offer co-managed support.]
What are your support hours?
8am–6pm, Monday to Friday. [Confirm any out-of-hours arrangements.]
Changing IT provider
How do we change IT provider without losing access or documentation?
Before you give notice, make sure you know who holds the admin accounts for Microsoft 365, your domain name, firewall and other key systems. We handle the handover with your current provider so access, passwords, licences and documentation all transfer properly.
What happens during onboarding?
We review your setup, collect access and documentation, install monitoring and security tools and introduce ourselves to your team. You’ll know exactly what’s happening and when.
Do we have to switch provider to work with you?
No. We can help with standalone projects such as a security review or Cyber Essentials while you keep your current provider.
Security & Cyber Essentials
What’s the difference between Cyber Essentials and Cyber Essentials Plus?
Both cover the same five technical controls. Cyber Essentials is a self-assessment checked by a certification body; Cyber Essentials Plus adds a hands-on technical audit by an independent assessor.
Does Microsoft 365 include backup?
Microsoft keeps the service running and has some retention features, but that isn’t the same as a backup you control and can restore from. Most organisations should have a separate backup.
What should happen when an employee leaves?
Their access should be removed on their last day, their devices and data recovered, and any shared passwords changed. We handle leavers as a set process so nothing is missed.
Working with Zenos
Where are you based?
Newcastle upon Tyne. We support organisations across the North East.
Do you work with small businesses?
Yes. Most of our customers have 10 to 250 users, but we also work with start-ups and small teams.
Do you only work with charities?
No. We enjoy working with charities, but we also support manufacturers, professional services firms and other businesses.