MSP Frequently Asked Questions

MSP Frequently Asked Questions OmniTechPro Sees

Welcome to OmniTechPro! We’re here to provide you with professional IT services, reliable solutions, and predictable costs. Continue for answers to your IT security related questions.

Q: What are Managed IT Services?

A: Managed IT services refer to the proactive management of an organization’s IT systems by a third-party provider. These services can include network security monitoring, server hosting, and application management, among other things.

Q: How are Managed IT Services billed?

A: These services are typically billed on a monthly basis. You pay only for the services you need, which can be advantageous for budgeting and long-term cost management.

Q: What types of cloud services do Managed Service Providers offer?

A: Managed service providers offer various cloud computing services including managing hardware, software, and operations in multicloud, hybrid cloud, or private cloud environments.

Q: What is included in the contracts provided by Managed Service Providers?

A: Contracts outline the services included in the package, as well as the start and end dates for the services. Make sure to understand the terms before signing.

Q: How does managed IT services benefit small and medium-sized businesses?

A: These services offer scalable and flexible IT solutions that are often more affordable than maintaining a full-time, in-house IT staff.

Q: What qualifications do Managed Service Providers generally have?

A: Managed Service Providers typically have IT staff with backgrounds in computer engineering, focusing on areas like networking and security. Qualifications can vary depending on the company’s focus.

Q: What are some key benefits of using Managed Services?

A: Benefits include proactive monitoring, maintenance, and updates. This frees up your internal IT staff, allowing them to focus on running the business.

Q: What types of security services are included?

A: Managed security services can include Backup and Disaster Recovery (BDR) solutions, anti-malware options, and even cloud infrastructure management.

Q: What are the costs associated with Managed IT Services?

A: Costs can vary widely, but prices often range between $75 per user to $300 per user per month. It’s best to get a quote from a reputable provider to understand your specific costs.

Q: Can Managed IT Services reduce company costs?

A: Yes, they can significantly reduce hardware, software, and labor costs, as well as mitigate risks associated with cyberattacks.

Q: What is the value of Managed IT Services?

A: The value is measurable in terms of revenue generated from successful IT outcomes, reduced downtime, and improved efficiency in your core business processes.

Q: Can Managed IT services assist with remote working arrangements?

A: Yes, they can ensure that remote employees have the same technology experience as those working on-site, helping to avoid downtime and improve productivity.

Q: What does a pay-as-you-go service plan entail?

A: A pay-as-you-go plan allows you to scale up your IT solutions during peak seasons, giving you financial flexibility.

Q: How can Managed IT Services improve business productivity?

A: By taking care of IT management tasks, Managed IT Services allow your staff to focus on more strategic initiatives, thereby boosting productivity.

Q: What is a full-stack provider?

A: A full-stack provider is a Managed Service Provider that handles all aspects of your IT needs, ensuring optimal hardware and software performance and enhanced security.
We hope this FAQ has helped answer some of your questions about Managed IT Services. If you have further questions, feel free to reach out to a reputable service provider for more information.

Q: What are the different types of data backup solutions available?

A: The primary types of data backup solutions include LAN-based backup systems, Client Remote Control, Open File Backup, and Online Managed Backup Services.

Q: What is a LAN-based backup system?

A: A LAN-based backup system uses a Local Area Network to back up data centrally. This system is suitable for backing up small amounts of data and is managed by a central control server.

Q: What are the benefits and limitations of LAN-based backup systems?

A: LAN-based backup systems are easy to use and manage, quick, and versatile. They work well for organizations that want to protect their data from malware. However, they aren’t suitable for backing up large volumes of data.

Q: What is Open File Backup?

A: Open File Backup allows you to back up files even when they are open and in use, usually through technologies like Volume Shadow Copy Service (VSS) in Windows environments.

Q: What are the requirements for enabling Open File Backup?

A: You need administrator privileges and sufficient disk space. Some software may require additional storage for temporary location during backup.

Q: What are Online Managed Backup Services?

A: These are backup services managed by third-party providers. They are designed to be easy to use and require little technical expertise. They often include features like encrypted storage.

Q: Who are the primary users of Online Managed Backup Services?

A: These services target large system integrators, Value-Added Resellers, and small businesses looking to reduce workload and ensure data protection against ransomware.

Q: What is the market projection for Online Managed Backup Services?

A: The market is expected to reach $282 billion by 2023, making it a booming industry.

Q: What is Remote Backup?

A: Remote Backup refers to data backup services that use the Internet to send data between your computer and a remote server. This is also sometimes called “web backup,” “remote backup,” or “offsite backup.”

Q: Are Remote Backups fast?

A: Data transmission speed can vary and is typically slower than local backup. Uplink and downlink speeds on both ends play a significant role in determining the backup speed.

Q: How can I restore files from a remote location?

A: You can use File Explorer or specific recovery software to restore files from a remote location. Some tools are free, while others are not. You can also use online data recovery services for this purpose.

Q: Are there ways to restore deleted files from a network drive?

A: Yes, depending on your system and the recovery software you choose, you can restore deleted files even from a network drive.

Q: What does it mean when data is compressed using a lossless compression algorithm?

A: It means that the data can be compressed to save storage space without losing any original information. This type of compression is often used in online backup services.
We hope this FAQ helps clarify the various types of data backup solutions available and how they may suit your specific needs. If you have more questions, it’s a good idea to consult with a backup service provider for personalized advice.

Q: What is Level 1 technical support?

A: Level 1 technical support is the first point of contact for customers facing specific issues with a product or service. The main objective is to resolve the issue as quickly as possible. These technicians are technically adept but do not need to be programmers. Their primary role is to understand the customer’s issue and guide them towards a solution, using their knowledge of the company’s products and services.

Q: How is IT support structured in large organizations?

A: In large organizations, IT support is often organized into multiple levels. Level 1 technicians handle basic queries, while Level 2 technicians deal with more complicated issues. Some organizations even have Level 3 technicians for highly specialized issues. This tiered approach allows for a more efficient resolution of issues and helps in reducing operational costs.

Q: What about small companies? Do they also have multiple levels of IT support?

A: In smaller companies, a single IT generalist may suffice for handling all technical needs, from basic troubleshooting to more advanced issues. They are typically responsible for a broad range of tasks due to the limited scale and complexity of the IT infrastructure.

Q: What is a zero-line specialist?

A: Some organizations have what are called zero-line specialists who help with less complex problems, often before they get escalated to Level 1 support. For example, if a customer receives a defective printer, a zero-line specialist might initiate the process to have the printer replaced by contacting the vendor.

Q: What happens if an issue cannot be resolved by Level 1 support?

A: If Level 1 support is unable to resolve an issue, it is usually escalated to Level 2 or higher-level support teams. These teams are generally more qualified and have access to a more extensive technical knowledge base. They handle the more complex problems that Level 1 support couldn’t solve.

Q: Who usually comprises Level 3 support?

A: Level 3 support is usually composed of highly specialized personnel, such as product specialists, engineers, or even creators of the product. They have expertise in specific areas and are often responsible for working on complex issues that require in-depth technical knowledge.

Q: What communication channels are typically used for Level 1 support?

A: Level 1 support is generally provided through a variety of channels such as phone calls, emails, live chat, chatbots, or remote access software. This makes it accessible and convenient for customers to get the help they need.

Q: What skills are important for an IT support professional?

A: An effective IT support professional needs a blend of both technical and soft skills. While technical skills are crucial for understanding and solving issues, soft skills like communication, patience, and empathy are essential for a good customer service experience.

Q: How does Level 2 technical support differ from Level 1?

A: Level 2 technical support involves a higher level of expertise and usually handles more complicated issues that Level 1 couldn’t resolve. They often use specialized tools, such as remote control software, and may even modify a product to fix a problem. Level 2 support is generally more expensive due to the advanced skills required.

Q: How important is human intervention in IT support?

A: While many tasks can be automated, human intervention remains crucial for tasks requiring judgment, complex problem-solving, and customer interaction. Humans bring in a level of expertise and decision-making ability that machines currently cannot replicate.

We hope this FAQ addresses your queries about IT support. If you have further questions, feel free to reach out.

Q: What is IT Security?

A: IT Security refers to the set of practices and measures put in place to protect an organization’s information systems, networks, and data from unauthorized access, theft, and damage. It encompasses a variety of domains such as end-point protection, password guidelines, regular testing, and compliance with industry-specific regulations.

Q: What is End-point Protection?

A: End-point protection is a key aspect of IT Security that focuses on safeguarding network endpoints, or user devices like computers, mobile devices, and servers, from cyber threats. It includes centralized management, application control, data encryption, and real-time monitoring to ensure that all endpoints are secure and up-to-date.

Q: What are Password Guidelines?

A: Password guidelines are a set of rules and best practices that guide users in creating and managing strong, secure passwords. These rules often require passwords to be at least 8-10 characters long, contain special characters, and be changed regularly. Multi-factor authentication (MFA) is also commonly recommended for added security.

Q: Why is Regular Testing Important?

A: Regular security testing is essential to ensure that all systems are protected against known and emerging threats. Methods like penetration testing can identify vulnerabilities and weak points in your cybersecurity infrastructure and provide actionable steps to remediate them. Regular testing is a requirement in compliance with many industry standards and regulations.

Q: What are Compliance and Regulations in IT Security?

A: IT Security policies often need to align with industry-specific regulations such as PCI Data Security Standard, Basel Accords, HIPAA, and FINRA. These regulations set the framework for what constitutes adequate information protection and are considered the gold standard in IT Security.

Q: Why is Human Intervention Necessary in IT Security?

A: While automation and machine learning have their roles in IT security, human intervention is crucial for tasks that require judgment and nuanced understanding. Trained professionals can make decisions based on data, identify anomalies, and recommend the best course of action.

Q: What is the Financial Impact of a Security Breach?

A: A security breach can result in substantial financial losses, including legal fees, IT remediation costs, and customer protection programs. The average cost of a data breach in the US was $150 per record in 2016. Therefore, proactive measures like regular testing and compliance with standards are vital.

Q: What are the Components of a Good IT Security Testing Strategy?

A: A comprehensive IT Security testing strategy involves assessing individual components as well as the overall system. Vulnerability scans and penetration tests can uncover weaknesses, while ongoing monitoring can provide early warning of potential threats.

Q: What Role Does Endpoint Protection Play in Modern Enterprises?

A: Endpoint protection is pivotal in modern enterprises to safeguard sensitive data and employee identity. It not only prevents cybercriminals from gaining access but also frees up IT staff to focus on core business objectives. Real-time monitoring, behavioral analysis, and central administration are some of its key features.

Q: How Can Password Guidelines Be Automated?

A: Automation for password creation and management can be achieved by using compliance management tools like AuditBoard. These tools help ensure that password guidelines are adhered to across the organization, making it easier to comply with industry standards.

Q: How Often Should Security Testing Be Done?

A: The frequency of security testing can vary depending on the organization’s size, the nature of its business, and the sensitivity of the data it handles. However, regular and ongoing testing is generally recommended to stay ahead of emerging threats.

Q: What is Penetration Testing?

A: Penetration testing is an advanced form of cybersecurity assessment where testers use the same techniques as hackers to find weak points in your system. Once these vulnerabilities are identified, actionable guidance is provided to remediate these weaknesses and prevent future breaches.

This FAQ aims to provide a comprehensive understanding of IT Security, touching upon its critical components and best practices.

Q: What is a Network Security Key?

A: A Network Security Key is a password or passphrase used to authenticate devices that are trying to
connect to a wireless network. It’s essentially the ‘key’ to your Wi-Fi network and ensures that unauthorized devices
cannot connect to it.

Q: Where can I find my Network Security Key?

A: The Network Security Key is usually found on the back of your router, often labeled as the WPA/WPA2
key or WEP key. You can also find it by logging into the router’s web-based interface. If your network is managed by an
MSP, you can consult them for this information.

Q: Are WEP and WPA/WPA2 keys the same thing as a Network Security Key?

A: While they all serve the same purpose—to secure your network—WEP, WPA, and WPA2 are different
encryption standards. WEP is the oldest and least secure, while WPA2 is currently the most secure. The key for each type
can be your Network Security Key, depending on which encryption method your network uses.

Q: How do I change my Network Security Key?

A: To change your Network Security Key, you’ll need to access your router’s web interface using a web
browser. The exact steps can vary by router model, but generally, you would go to the Wi-Fi settings section and change
the key there. If your network is managed by an MSP, they can handle this for you.

Q: Is it safe to share my Network Security Key?

A: Sharing your Network Security Key with trusted individuals, such as family or coworkers, is
generally safe. However, widespread sharing can compromise the security of your network. Always ensure that those you
share the key with are trustworthy.

Q: What happens if someone unauthorized gains access to my Network Security Key?

A: An unauthorized person with access to your Network Security Key could connect to your network,
potentially gaining access to shared files, devices, and even perform illegal activities using your internet connection.
It’s crucial to change your key immediately if you suspect unauthorized access.

Q: How often should I change my Network Security Key?

A: The frequency with which you should change your Network Security Key depends on your specific
security needs. However, it’s generally good practice to change it every 3-6 months or immediately if you suspect that
the key has been compromised.

Q: Do all devices connecting to the network need the Network Security Key?

A: Yes, any device that wants to connect to your secured Wi-Fi network will need the Network Security
Key for initial setup or after you have changed the key.

Q: What happens if I forget my Network Security Key?

A: If you forget your Network Security Key, you can find it on your router or by logging into the
router’s web interface. Alternatively, if your network is managed by an MSP, they can retrieve or reset it for you.

We hope this FAQ clarifies what a Network Security Key is and how crucial it is for maintaining a secure network. If you
have further questions, especially if you’re an MSP client, don’t hesitate to reach out for expert advice.

Q: What is the importance of using advanced firewalls?

A: For businesses, standard firewalls often fall short of providing adequate protection. Managed Service Providers
(MSPs) can configure advanced firewall solutions that are tailored to an organization’s specific needs. These
advanced firewalls monitor both incoming and outgoing network traffic to establish a robust barrier against external
cyber threats.

Q: How can I protect my organization from email-based threats?

A: Hackers often embed malware in seemingly innocent email attachments. Educate your team on the importance of not
opening emails from unknown or suspicious sources. Additionally, your MSP can implement advanced email filtering
solutions to eliminate potential threats.

Q: How important is keeping software updated?

A: It’s crucial to keep all your software up-to-date to patch any vulnerabilities. MSPs can automate this process to
ensure all systems are running the latest versions, thus closing known security loopholes.

Q: What are the best practices for data backup?

A: Data loss due to a cyber attack can severely disrupt operations. Managed Backup Services from your MSP can
automate the backup process and store copies of your critical files in secure, off-site locations for quick
retrieval in case of a cyber incident.

Q: What are the recommended guidelines for passwords and authentication?

A: Your MSP can enforce strict password policies that require a mix of alphanumeric and special characters, with
lengths ranging between 8 to 64 characters. Implementing Multi-Factor Authentication (MFA) adds an extra layer of
security against unauthorized access.

Q: What role does antivirus software play in cybersecurity?

A: Comprehensive antivirus software is vital for identifying and neutralizing new forms of threats. Your MSP can
provide and manage top-tier antivirus software that is tailored to your business needs and schedule automatic scans.

Q: How can I protect against eavesdropping attacks?

A: ‘Eavesdropping’ or ‘sniffing’ attacks exploit unsecured network communications. Your MSP can safeguard your
network traffic using encryption protocols and other advanced technologies to make these kinds of attacks

Q: How can I monitor connected devices for security?

A: With the proliferation of Internet of Things (IoT) devices, network security has become increasingly complex.
Services like Network Monitoring offered by your MSP can help you keep track of all connected devices and flag any
suspicious activity or unknown devices for further investigation.

Q: Are there any tools for personal network monitoring?

A: Yes, you can use network scanning tools like Wireless Network Watcher for quick scans to personally monitor
devices connected to your network. However, comprehensive network monitoring is best handled by your MSP.

Q: How can I ensure ongoing protection against cyber attacks?

A: By following these best practices and leveraging the expertise of your MSP, you can create a robust defense
against cyber attacks, thereby ensuring not just the protection of your data but also the continuity of your

Schedule A Call


We aren’t going to spam you with emails or call you a thousand times. After you schedule a call with us, one of our advisors will reach out and talk to you.