FAQ
Find answers to frequently asked questions about support, service features, plans, response times, monitoring, and more.
What is included with Unlimited Remote Support?
Unlimited Remote Support gives you access to as much help as you need via phone, email, or support tickets during our business hours.
What are your support hours?
Support is available Monday through Friday, from 9:30 a.m. to 6:00 p.m.
How can I contact support?
You can reach our help desk by emailing support@itguys.com or by calling our support line.
How fast will I receive a response?
Response times vary depending on your service plan.
- Base IT: Standard response
- Smart IT: Faster response
- Total IT: Fastest, priority response
What is the ITGUYS Management App?
The ITGUYS Management App is installed on every supported device to ensure smooth operation. It monitors device health in real-time, allowing us to fix issues behind the scenes without interrupting your work, and lets you submit tickets or access support tools. New features are added over time as the app evolves.
How are system and software updates handled?
We manage critical operating system updates for Windows and Mac devices, as well as updates for Microsoft Office and other commonly used applications. If you have custom update requirements, we can support those too.
Do you monitor systems outside of business hours?
Yes. We provide 24/7 monitoring for devices, email, cloud accounts, and critical systems. This helps us detect early signs of hardware failure, security threats, intrusions, or malware activity.
What kind of antivirus protection is included?
We use enterprise-grade antivirus and endpoint protection that goes beyond consumer-level software. It helps defend against ransomware, blocks attacks, isolates infected devices, and includes advanced detection and response tools.
Will I receive reports on my IT environment?
Yes. Monthly reports and executive summaries give you a clear view of what’s happening across your IT systems, including ticket activity, performance trends, and historical issues.
Do you offer strategic IT planning?
Yes. Technology Business Review meetings are included to help align your IT with business goals. We can also create a costed technology roadmap to guide future decisions.
Will I have a dedicated point of contact?
Yes. You’ll be assigned a dedicated account manager who understands your business and is available for strategic questions and account-level support.
Is on-site support included?
On-site support is included with Total IT. For Base IT and Smart IT, on-site visits are available but billed separately.
Do you track company devices and assets?
Yes. Asset and inventory management allows us to track every device and user, making it easier to manage hardware across your team and multiple locations.
How do you protect against email threats?
We provide email filtering and threat protection to block spam, phishing attempts, and malicious emails before they reach your employees.
Is cloud backup included?
Yes. We offer cloud backup for Microsoft 365 or Google Workspace, with backups performed three times per day to a separate cloud provider. This allows for data recovery in case of accidental deletion, errors, or cyberattacks.
Are onboarding, offboarding, and change requests included?
Change requests and employee onboarding/offboarding are included in Smart IT and Total IT plans. In Base IT, these services are billed per request.