Frequently Asked Questions
💻 General IT Support
What kind of IT support do you provide?
Deskless IT offers end-to-end IT support for small businesses, including helpdesk troubleshooting, onboarding/offboarding, cloud services, security setup, and strategic advice. From fixing a slow laptop to managing your Microsoft 365 tenant — it’s all covered.
Do you support both Windows and Mac devices?
Yes, both Windows and macOS devices are supported, including mixed environments.
Do you offer remote support or onsite visits?
Primarily remote support. Onsite visits can be arranged upon special circumstances.
How quickly do you respond to support requests?
Standard response time is within 48 business hours, often much faster. Urgent issues are prioritized.
What happens if something breaks outside of support hours?
You can log the issue via the support portal or email. It will be triaged first thing the next business day unless emergency support is arranged.
Is emergency or weekend support available?
Yes, emergency out-of-hours support is available on request and may carry an additional charge and agreement.
👨💼 Pricing & Plans (Business Only)
Are there any hidden fees or extra charges?
No hidden fees. Any optional extras (e.g. emergency callouts, third-party software licenses) are agreed in advance.
What if we need extra help one month - do you offer ad hoc support?
Yes, ad hoc work is available at a standard hourly rate.
Can we scale the plan up or down as our team changes?
Absolutely. Plans can be adjusted monthly to match your team size.
Do we pay monthly or annually? What are the billing terms?
Most clients pay monthly, in advance. Annual options are available on request.
🧩 Onboarding & Setup
How long does it take to get started?
Onboarding usually begins within 1–3 business days and can be completed in under a week depending on complexity.
What We Need to Begin Onboarding?
To get you up and running smoothly, In some cases we’ll need secure access to your existing systems (such as your email service and any admin accounts for certain tools), a current list of users and devices, and a short kick-off call to confirm your priorities and timelines. However, this can really differ per client so we would really love to get in touch.
Will our team need to install anything on their devices?
Yes, a lightweight agent for device management and security tools will be installed. Setup help is provided.
Can you migrate our email or help us move to Google Workspace or Microsoft 365?
Yes, Deskless IT handles full migrations to and between platforms, including mail, calendars, and drive data. (This can also be done as a fully ad-hoc service)
Do you provide training for new team members?
Yes, user-friendly onboarding guides are provided. Ad hoc training sessions (e.g. for MFA or file sharing) are also available.
🔐 Security & Compliance
Do you help with cybersecurity?
Yes, every support plan includes cybersecurity essential tools, plus advice on best practices.
What tools do you use to protect our data?
Deskless IT uses endpoint protection, patching, secure backups, conditional access, MFA policies, and compliance monitoring.
Can you set up antivirus and backups for all our devices?
Yes, both are included in the managed plan. Backups can be configured for endpoints, cloud accounts, or servers. (Only if devices are supported)
Are you GDPR compliant?
Yes. Deskless IT (Matthew Austerbury) is registered with the ICO and operates as a UK GDPR-compliant data controller, with clear policies and documentation in place. IP addresses collected via the website are handled separately from any technical or security logs maintained during contracted service delivery.
Can you help us if we suffer a data breach or cyber attack?
If you experience a data breach or cyber attack, we can assist with containment, recovery, and identifying any immediate risks. We will also guide you on the steps required under UK GDPR, including your responsibilities for reporting to the ICO within 72 hours if applicable.
While we can support the technical and procedural response, the legal responsibility for deciding whether to notify the ICO rests with you as the Data Controller (for business clients) or with us as the Data Controller (for individual clients), depending on the service arrangement.
Do you offer advice on best practices for staff security (e.g. password managers, MFA)?
Yes. Staff training, policy templates, and secure tool recommendations (like password managers) are all part of the service.
☁️ Tools & Services
Can you recommend cloud software for our business?
In circumstances where requested, Deskless IT can help on a consultative basis to help you choose.
Do you manage licenses for Microsoft 365 or other platforms?
Yes. Deskless IT can manage and provision licenses through your provider or via a partner reseller if preferred.
📊 Reporting & Ongoing Value
Do you provide reports on the work you do?
Yes, monthly summaries include tickets resolved, device health, and security alerts.
What’s included in the monthly check-ins and quarterly audits?
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Monthly: Device health review, ticket summary, brief email or call
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Quarterly: Security audit, user access review, recommendations, strategy call
- Our security audit reviews your systems, accounts, and devices to identify common risks and make recommendations for improving your cyber security posture. This is NOT a formal compliance audit but a practical review tailored to your setup.
Can we see a summary of security checks or device health?
Yes, these are included in your monthly reports and available on request at any time.
👥 Working With You
Are you a one-person business or a team?
Deskless IT is led by Matthew Austerbury, an independent IT consultant. Trusted Independent Contractors may assist where needed.
Who will we be working with - and can we speak to someone if there's a problem?
You’ll have direct contact with Matthew.
Do you work with any Independent Contractors? Are they vetted?
Yes, vetted Independent Contractors are used occasionally. All work is covered by GDPR-compliant Data Processing Agreements, which take precedence over any conflicting terms, and strict access controls are enforced.
What happens if you're unavailable?
If Matthew is briefly unavailable (e.g. holiday), emergency cover is arranged in advance. You’ll be notified and supported throughout.
How do you handle sensitive data?
Data is handled securely, in line with Deskless IT’s Information Security Policy, including MFA, encryption, and role-based access. Independent Contractors have limited, logged access as to their work roles.
📅 Cancellation & Terms
Is there a minimum contract term?
No long lock-ins. Most business clients work on monthly rolling contracts with 30 days’ notice. Individual subscriptions can be cancelled with 7 days’ notice before the next billing cycle.
How do we cancel the service if needed?
Just email or call to give notice. Your offboarding will be handled securely and cooperatively.
Will we lose any access or data if we cancel?
No. You retain all your systems, domains, and licenses purchased outside of our systems (Not directly through us). Deskless IT will help ensure a smooth transition.
Do you offer refunds for unused time?
Pro-rata refunds are offered only in exceptional cases (e.g. early termination of prepaid annual plans). Otherwise, the monthly fee is fixed.
➕ Bonus: Trust & Transparency
Are you insured for professional IT work?
Yes - fully insured for professional indemnity, public liability, and cyber cover.
Where can we read your Privacy Policy and Terms of Service?
You’ll find the Privacy Policy, Cookie Policy, and Terms of Service linked on the Deskless IT website or available by email on request.