FAQ

Pricing

How are we priced?

We have a transparent pricing system. For 99% of our clients, our pricing is structured around the number of employees you have, servers you have and your infrastructure (networking equipment, printers, etc.) to determine a flat, predictable monthly fee.

What is ideal size for Managed Services?

We find that companies with five or more employees are where we start adding the most value. We typically work with small businesses ranging from 5–250 users. We can even help larger companies by co-managing with their onsite IT support. We can take care of the projects and overall configuration and monitoring, while leaving your staff to take care of the level one day-to-day tickets.

How does employee count impact my monthly invoice?

When you sign an agreement with us, it includes a stated minimum employee count. This is the lowest number of employees you will be charged for year month, regardless of if your employee count is lower than that. We understand that employee numbers can change at any given time, which affects your monthly invoice.

Some common scenarios are:

Employee replacement: If one employee leaves and another is hired in the same month, you are billed for both since the total count is based on the highest number of employees during the month, regardless of how long they are with the company. If employee #1 leaves on the 7th and employee #2 starts on the 21st, you would be charged your monthly rate for both employees.
Staff reduction: If there is a staff reduction, your billing is based on the total number of employees during the month. If there is a staff reduction, it will be reflected in your monthly billing amount the first full month they are not on staff (assuming your employee count is larger than the agreement minimum).
Staff increase: If there is an increase in the total number of permanent employees, you are charged based on the total number of employees during the month. As you add employees your monthly bill will increase by the “per user” rate.

Any hidden charges?

We believe in providing our services with transparent pricing. That is why we included unlimited remote support. We want you to contact us as many times as needed to get the help you need, without worrying about what it will cost you. We also include two hours of onsite support each month so there is no reluctance not to call us if there is the possibility we might have to come onsite to fix it.

For most companies, the only Microsoft licensing needed is the one we provide (M365 Business Premium). If your company requires additional Microsoft licensing (Project, Visio, PowerBI, etc.), then there would be an additional monthly charge for the licenses needed.

Other items such as cloud servers, licenses needed that are unique to your company and any project work would be billed separately. Our commitment is that we will discuss the cost upfront and get your approval before adding anything outside your MSP plan.

What is Project Work?

Project work is any work we provide that is outside the scope of maintaining your current environment. It’s common for projects to arise as your business grows. For example, if you decide to change accounting programs or your ERP system, you are altering your current environment. This would be considered project work. Another example would be migrating a physical on-premises server to the cloud. This would be project work. Examples that would not be considered project work (and are included under your MSP plan) would be updating QuickBooks you already have installed or replacing the workstation for a current employee.

Are there any discounts available?

Yes. Our discounts are based on choosing a three (3) year agreement. This allows us to lock in the best pricing with our partners, which in turn gives you the best price. We also offer two (2) year and one (1) year agreements but come at a higher price due to increased costs from our partners.

Do you charge sales tax?

Yes. RKT is headquartered in North Carolina and subject to NCDOR regulations. The NCDOR considers IT support services, hardware and software sales subject to NC sales tax. We are required by law to collect and report sales tax to NCDOR.

What other services do you provide?

In addition to our core services of Managed Services, we are a full-service IT provider for small business. We offer various software services, hardware sales (workstations, docking stations, servers, networking equipment, etc.), project management, and various assessments (security, network, etc.).

Do we need to have an onsite IT person?

No. We can promptly provide the majority of our support using our remote support tools. When an issue cannot be resolved remotely, we schedule an onsite visit based on the severity of the issue and business need.

Getting Started

How do you handle new hardware?

Our preferred and most streamlined process is for us to procure the new hardware. We will work with you to purchase the correct hardware for your business needs and configure the device (if possible) and deliver it onsite to complete configuration. If it is a replacement device for a current employee, we will help transfer the data from the old device to the new one.

How do you onboard new employees?

The first step is your business provides us with all the necessary information for account creation and for us to order any new hardware needed. We then set up the user and give proper permissions as requested. Once the new employee starts, we follow up to ensure any questions are answered and they have what they need to work.

How do you offboard an employee?

When an employee is no longer with your organization, removing access to company data is paramount. If it is a planned separation, submit a ticket in advance with the termination date. If this is an involuntary termination, please contact us via phone so we can ensure we remove access immediately.

Why choose VoIP?

Voice over IP has become a game changer in the telecom world. The main advantages for your business are lower cost, flexibility, scalability and robust features. Contact us today to learn how VolP can benefit your business.

Should I buy VoIP service through RKT?

You don’t have to purchase VoIP service through RKT, but we highly recommend it. When you do, you keep it under the one-stop shop model and that means you benefit from our expert technical support, reliable service, affordable options and ensure easier maintenance.

What is your VoIP Onboarding process?

To ensure a smooth transition to VoIP, we follow these steps:

Assess your internet connection to ensure it is stable and has enough bandwidth.
Identify your needs and design a plan.
Obtain phone numbers or start the process to transfer (port) your current phone numbers.
Choose your hardware (desk phones, softphones and headsets).
Test your new system and
Train your employees (the most important step!).

Should I change Internet Providers

Your business depends on an internet connection. We evaluate Internet Service Provider (ISP) on three factors: speed, reliability and cost. When we onboard you as a client, we will assess your current ISP and determine if there is a better option available. If there is, we will help facilitate the transfer over to the new ISP.

Do you provide support during onboarding?

Yes and No. During our onboarding process, we are still learning your systems and integrating our tools into your environment. Until you are fully onboarded, we may find it difficult to provide the excellent support you will receive until after the onboarding is complete. However, we understand you may have urgent needs. We will always do what we can to help and ensure you are not left without support.

How do you transition from our current MSP to RKT?

We always recommend an overlap period whenever possible. This allows time for knowledge transfer and collaboration with your current MSP to maintain the security of your data and systems. During this transition, you will be responsible for managing communication between us and your current MSP. All requests to the outgoing MSP will go through you for consistency. It is important for you, as our client, to understand that both the departing MSP and RKT prioritize facilitating a smooth transition of services, ensuring security continuity, and preserving key information about your business’s technology. Our aim is to establish a temporary partnership with your current departing MSP to make this process seamless.

We will request the outgoing MSP provide us with any credentials and documentation they have created. We will also ask them to uninstall their management software in coordination with our team. If any legacy management software remains, RKT will removal it.

How Do You Handle My Custom / Unique Business Critical Application?

RKT will provide support for any line-of-business (LOB) software you use, if it has an active support/maintenance contract with the original vendor.

What permissions do you need?

We require administrative (admin) privileges for all your accounts.

These permissions are essential for us to effectively oversee your software ecosystem, manage your staff’s identity and access rights, and provide comprehensive support for your employees.

When it comes to your Microsoft tenant, you will need to grant us Granular Delegated Administration Permissions (GDAP). GDAP is a Microsoft security feature aligned with the Zero Trust cybersecurity protocol. It provides only the least privileged access necessary, allowing us to manage your accounts securely while reducing risk. GDAP access is also time-bound and must be renewed—permissions are never granted indefinitely. This ensures stronger protection for your business and better control over who has access at any given time.

What Changes Do You Make to Our Workstations, Servers, Network, and M365 Licenses That are Under Contract?

We will be installing management and security software on your devices, network and Microsoft 365 tenant. That will allow us to monitor system health, apply updates, protect against threats and resolve issues quickly.

Will these changes disrupt my employees’ work?

No. The updates and tools we apply are standard industry practice and are designed to enhance security and reliability. They will not interfere with your employees’ ability to use their systems day to day.

What are the benefits of hiring an MSP?

Choosing RKT as your Managed Service Provider (MSP) brings key advantages: expert IT support from certified professionals, enhanced cybersecurity measures, reliable data protection, assured business continuity, scalable solutions for growth, and 24/7 system monitoring. This gives you more time to focus on your core business instead of learning IT.

Key Benefits of Working with RKT as Your MSP

Access to Expertise: Our team brings a wealth of knowledge and expertise to the table. We are highly trained and certified employees that are skilled in working with a wide variety of technology. This means you can focus on your business, and we will keep you up and running.
Improved Security: Data breaches and cyberattacks can be devastating to any business, both financially and reputationally. RKT uses the latest security protocols and advanced monitoring tools to detect, prevent, and respond quickly to potential threats.
Reliable Data Protection: In the event of data loss, whether from a cyberattack, physical disaster, or human error, RKT has proven backup solutions in place. These systems ensure quick recovery and continuation of operations with minimal disruption.
Prioritize Your Business Continuity: We focus on creating stable systems. We work closely with your business to implement resilient solutions and respond rapidly if something goes wrong.
Scalability and Adaptability: ‍As your business grows, so do your IT needs. Whether it is expanding its operations, entering new markets, or launching new products, RKT can provide services to match your evolving requirements.
24/7 Monitoring‍: The digital world never sleeps, and neither does potential threats. We provide round-the-clock monitoring service to keep your systems secure and operational around the clock so you can rest easy knowing your IT is always protected.

Support & Services

How does RKT handle IT emergencies?

We are always available to help. When you promptly submit a ticket, we immediately evaluate it to determine if it’s an emergency. If it is, it receives top priority and will get immediate attention. We are prepared to mobilize additional resources if needed.

What is RKT’s after-hours support policy?

We are ready to support your business at any time. Our normal business hours are Monday through Friday 8:00 am to 5:00 pm, but after-hours support is available for urgent issues.

How does RKT ensure your Data Privacy?

Protecting your privacy is paramount. We deploy techniques to isolate your data and deploy security tools designed to prevent and minimize impact if one occurs.

How do you prioritize tickets?

Clear prioritization is critical to our response times. We encourage our clients to provide as much detailed information as possible when submitting tickets, which helps us assign the correct priority. Once set, our Service Level Agreement (SLA) times apply.

What is a Service Level Agreement (SLA)?

Our current SLA times are:

Small service degradation – two business days
Limited degradation of service – eight business hours
Significant degradation of service – four business hours
Critical problem – two business hours

How do you handle Line of Business (LOB) Apps?

Every business relies on software that is specific to their business. We work with your LOB vendor to apply best practices, maintain top performance, and resolve issues when things don’t work. RKT does require the client to keep a current maintenance contract with the LOB vendor to ensure any support issues can be resolved.

How does RKT monitor client satisfaction?

At the end of the day, it’s all about the relationship. Chad makes a point to spend lots of time out in the field in front of clients to ask, “how are we doing?” He takes feedback very seriously because our goal isn’t just to meet expectations but to exceed them. That’s how we earn the role of a trusted partner for your business. Chad also has an open-door policy, giving you the opportunity to share feedback whether good or bad in a confidential manner. We know no company is perfect, and your feedback helps us improve and serve you better.

Backups

How do you backup workstations?

We use software that uploads workstation data directly to the cloud whenever there is an internet connection. We also offer options to store backups locally on a backup appliance for added redundancy.

How does RKT manage data backups?

First, we help identify what data needs to be backed up. Then we tailor a plan for how often the data needs to be backed up based on your business needs. Then we monitor your backups like a hawk and periodically test them to ensure the data is good.

Do you offer offsite backups?

Absolutely. Offsite backups are the most reliable option because they protect your data even if your office is affected by a natural disaster or other disruption.

Do you offer onsite backups?

Yes. Onsite backups are a great option for clients who require very minimal downtime. They allow faster recovery since you aren’t dependent on an internet connection.

Equipment & Licensing

Do you sell hardware?

Yes. We sell everything a small business needs from a technological standpoint, through partnerships with trusted hardware providers. Our goal is to be a one-stop shop and make the process simple and as painless as possible.

Do you support M365?

Yes. We are a long-standing Microsoft partner and specialize in the Microsoft 365 platform.

Why do you recommend M365 Business Premium?

This license includes all the core apps and services small businesses need, along with advanced security features to help protect your data and users.

Do you support Google Workspace?

Absolutely. While we typically recommend M365 for its broader feature set and security, we also fully support Google Workspace.

Do you sell software licensing?

Yes, we sell all the software licenses a small business may need through partnerships with the best software providers. Our goal is to be your one-stop shop and make the process simple and hassle-free.

Do you support Apple Mac computers?

Yes. We recognize some users prefer the Apple ecosystem. We ask that Mac users be familiar with the basics of their operating system so our team can support them more efficiently. Whether your team uses Windows, Macs, or a mix of both, RKT is committed to providing the same level of reliable support across your entire environment.

Do you support out-of-date operating systems?

No. We cannot support operating systems that are no longer supported by their developer. This is because outdated systems pose security and reliability risks. Operating systems need regular patches to address vulnerabilities and bugs.

Do you support out-of-date software?

No. We do not support software that is no longer maintained by its developer. If the original vendor does not provide updates or fixes, we cannot guarantee support. This is why it’s important to maintain active support contracts with your software vendors.

How do you maintain my environment?

We keep your environment secure and reliable by applying regular updates, performing emergency maintenance when needed, conducting periodic onsite checks, and keeping detailed documentation of your systems.

Security & Compliance

What is EDR and how does it work?

EDR stands for Endpoint Detection and Response. Unlike traditional antivirus, EDR not only scans for malicious software but also takes action to stop it immediately and reports the incident to us for further review.

Do small businesses need a cybersecurity strategy?

Absolutely. Even with limited resources, a strategy is critical. We start by learning how your business operates, then develop and implement a tailored security plan. We continuously monitor its effectiveness and adjust as needed.

What are the most common ways small businesses are compromised?

The two most common are email compromise and ransomware/data theft. Both are highly preventable with the right security strategy and employee training.

Does RKT offer cybersecurity training?

We sure do! We believe training is essential to any security program. RKT delivers tailored cybersecurity training designed specifically for your business, so your employees are equipped to recognize and avoid attacks.

How does RKT protect me from cybersecurity attacks?

We use a multi-layered approach: deploying top-tier security software, configuring and monitoring it closely, and training your employees to recognize threats. This combination of technology and awareness greatly reduces your risk.

Is RDP safe?

Remote Desktop Protocol (RDP) is convenient for remote work, but it was never designed for use over the internet. By itself, it is highly insecure and exposes your systems to unnecessary risk. RKT provides secure alternatives that offer the same remote functionality while ensuring safety over the internet.

Does RKT recommend risk assessments?

Absolutely. Risk assessments are the best way to identify vulnerabilities and create strategies to reduce or eliminate them. We recommend performing assessments at regular intervals, since both the threat landscape and your technology environment are constantly changing.

What problems does RKT typically see in small businesses?

The most common issues we encounter are:

Little to no patching of systems
Security settings not optimized
Encryption not enabled
Multi-factor authentication (MFA) not enabled
No employee security training