FREQUENTLY ASKED QUESTIONS

CUSTOMER SERVICE

How much do you charge for the Managed IT service?
In many circumstances, cost is relative to the service offering. While some providers might charge a smaller fee, in usual cases, the devil is in the details. We believe that one should not merely judge on price alone. We are embarking on a journey together. We need to ensure that we are a good fit and a complement to each other. Cost and price aren’t going to be the sole deciding factor. Drop us a line, let us meet up, and let’s see if we can be of any assistance to you.

Can I customize my Managed IT service plan?
Yes, of course. We understand that every business has unique needs. Our service plans are flexible and can be tailored to match your specific requirements, whether you need more support hours, enhanced security, or specialized services.

What are your opening hours?
We are open on weekdays from 9:00 a.m. to 5:30 p.m., and we do give all clients emergency after-hours direct access to the Service Consultants assigned to their account. In addition to this, we are monitoring your assets 24×7 and will work during the off hours to get critical faults rectified.

How fast will you respond to my problem, and is it guaranteed?
On paper, we place a Service Level Agreement on contract of within 4 hours of a critical fault and next business day for non-critical faults. However, in reality, a large majority of all calls for service are attended to within the hour.

Will you take the time to answer my questions in non-technical jargon?
We understand the need to explain technology in simple-to-understand terms. Many of our clients are business owners, not technical individuals. As such, all our Service Consultants are specifically mindful of using easy-to-understand terminology in their communications with clients. We do want to make a point, but we also want to make a point that can be understood. Rest assured, we speak non-geek terms.

Do you offer ways to improve my network’s performance and provide technology guidance and recommendations?
That’s a major part of our partnership with you, our client. Every quarter, we will meet up to carry out a technology review and guidance. It is precisely the objective of this meet-up to look for ways to improve your technology assets and your operations. Our goal is to ensure minimum downtime, maximize returns, and future-proof your technology investments.

Do you provide detailed invoices that clearly explain what I am paying for?
Most of our services are based on a monthly flat fee. This fee is stated in the contract. In addition, any work or charges outside of this flat-fee has to be quoted and pre-approved. Rest assured that all invoices you receive would have had your prior approval.

Do you guarantee to complete projects on budget?
Projects that we undertake are fixed priced, inclusive of all professional work and fees. We do not undertake projects that are based on time and materials, which may result in ambiguity.

Do you support hybrid or remote work environments?
Absolutely. We help businesses set up secure remote access, manage cloud services, and ensure that remote employees have the tools and support they need to stay productive and protected.

What industries do you specialize in?
We work with a wide range of industries, including professional services, retail, logistics, and finance. Our experience with small businesses allows us to adapt quickly to your sector’s specific IT needs.

MANAGEMENT AND MAINTENANCE OF WORKSTATIONS, SERVERS AND NETWORKS

Why do you require remote monitoring?
Our remote monitoring mechanisms allow us to watch over your technology assets to constantly look out for developing problems, security issues, missing patches and updates, so that we can address them at the soonest opportunity before they turn into issues that might result in downtime.

Do you provide any reports that show the work that has been done on our machines?
All clients get a detailed report that shows the overall health status of their technology assets. This report is as important to us as we see the report as a means of assurance, informing the client of the work that we have done in preventing downtime, even when our Service Consultants do not appear on-site.

Do you document our technology assets?
Every client will be provided with a copy of the documentation that we create. This usually details all the assets, passwords, user information and configuration settings. Any changes will be updated quarterly, during the technology review and guidance meet-up. As this documentation provides an inside into your organization, we recommend that only key personnel have access to this.

*Note: You should always have a copy of all the critical technology information of your organization. If your existing technology service provider does not provide you with one, please request a copy at the earliest opportunity. No professional service provider should retain critical information at your expense.

Do you have other staff who are familiar with our network in case your regular technician goes on leave or gets sick?
Your organization is assigned a dedicated Service Consultant so that he is able to quickly identify and resolve issues due to his familiarity. At the same time, we expect all our Service Consultants to cross-train so that they are able to cover each other in times of need. Additionally, all documentation needs to be updated and any of our Service Consultants will be able to take over with the documentation in hand.

One flat fee. Is there any fine print that I should know about?
We pride ourselves in providing our clients with a budgeted expense. Our one flat fee contract does just that. Its all inclusive with unlimited telephone, email, remote and on-site support. We do understand your concerns as we have seen a number of variations in the service offerings by our peers. They seem to be lower in price but the devil is in the details. If you are comparing service offerings, perhaps the following would be a list for consideration:

• Is there provision of telephone, email, remote and on-site support?
• Is on-site support unlimited?
• Are both the hardware and software of technology assets managed?
• Are technology assets monitored 24×7?
• Is there a quarterly meet-up with technology review and guidance?
• Is there a consequence for early contract termination?
• In event of a major disaster, would the recovery work be charged extra?
• Are upgrades, moves, adding, removing users chargeable? If so, what are the charges?

BACKUPS AND DISASTER RECOVERY

Do you check to see if our backup is working?
We monitor your backups on a daily basis. In fact, we insist on it. Data is critical to many businesses, and we want to rest easy knowing that backups have been carried out successfully. For many of our Service Consultants, data backup and the checking of backup jobs are high on their priority and are usually the first task they undertake at the start of the day. We strongly recommend all our clients to have facilities for carrying out both on-site and off-site remote backups and will do our utmost to ensure that all backups are done properly and successfully.

Do you do periodic test restores of our backups?
The success of data backups is in the restore. However, we understand that some client data can be sensitive and as such, would only undertake a restore at the request of the client. It is in our interest to ensure that all backup jobs are running successfully and will do the necessary to maintain a high probability of a successful restore.

Do you backup our technology asset configurations?
Yes we do, especially those with critical and custom configuration settings. Your up-time is important to us and we will undertake any measure that can help in the prevention of down-time or aid in the recovery process.

SECURITY AND COMPLIANCE

How do you help us stay compliant with data protection laws like PDPA?
We implement security policies, access controls, and data protection measures aligned with PDPA requirements. We also provide regular reviews and guidance to ensure your business remains compliant.

Do you offer cybersecurity awareness training for staff?
Yes, we offer training sessions to help your team recognize threats like phishing, social engineering, and unsafe practices. Educating your staff is a key part of our layered security approach.

TECHNICAL EXPERTISE AND SUPPORT

Where are you based?
We are proud to be a Singapore-based business, flying the Singapore flag, and extremely pleased to be a +65 fully owned business.

Do you maintain current vendor certifications and participate in on-going training?
Technology is rapidly changing and our Service Consultants do undergo internal and external training to keep themselves up-to-date. We are extremely fortunate to have a great team. Our people are our greatest asset. They provide the intelligence, the expertise and the teamwork that determines our very existence. Challenging them and upgrading them remain high on our priorities.

Are you familiar with our business application and our unique line of business?
We have a vast array of clients and they represent a broad cross-section of industries (accounting, chemicals, consumer business, electronics, engineering, environment, financial, legal, logistics and supply chain management, marine and offshore engineering, oil & gas, precision engineering, professional services). As your managed IT service provider, we will own and manage your business application. We will work with your application/software vendors to ensure that all necessary details and areas are covered, ensuring a high up-time for your business.

When something goes wrong with our internet access, email, phone system, printers, servers, network, workstations, what is your typical response?
Our service consultants are on-hand to receive the 1st reports from you or your colleagues. We will work to own the problem and to provide rectification. If problem rectification are beyond our scope, we will provide the necessary hand-holding and necessary follow-ups. As your managed IT service provider, we strive to be your first and only call for service and will work to get you back on-time at the soonest.

ONBOARDING AND TRANSITION

What’s the process for switching to Managed IT Asia from another provider?
We begin with a discovery session to understand your current setup, followed by a structured onboarding plan that includes documentation, system audits, and a smooth handover from your previous provider.

How long does onboarding typically take?
Onboarding usually takes 1–2 weeks, depending on the complexity of your environment. We ensure minimal disruption and keep you informed throughout the process.

TECHNOLOGY AND TOOLS

Do you support cloud services like Microsoft 365 or Google Workspace?
Yes, we manage and support cloud platforms including Microsoft 365, Google Workspace, and other SaaS tools. We handle setup, security, and ongoing maintenance.

Can you help with hardware procurement and setup?
Definitely. We assist with sourcing, configuring, and deploying hardware such as workstations, servers, and networking equipment, ensuring everything is optimized for your business.

MANAGED IT ASIA

Lastly, as a small business, why should one choose to work with Managed IT Asia?
Managed IT Asia specializes in supporting small businesses with fewer than 100 workstations, offering a personalized and proactive approach to IT management. Here’s why we’re a trusted partner:

• Tailored Solutions: We understand the unique challenges small businesses face and customize our services to fit your needs and budget.
• Proactive Support: Our 24×7 monitoring and quarterly technology reviews ensure issues are addressed before they become problems.
• Transparent Pricing: One flat monthly fee with no hidden charges—giving you predictable IT costs.
• Local Expertise: We’re proudly Singapore-based, with all technical staff locally trained and certified.
• Clear Communication: We speak in plain, non-technical language so you always understand what’s happening.
• Business Continuity Focus: From backups to disaster recovery, we prioritize uptime and data protection to keep your business running smoothly.

Choosing Managed IT Asia means gaining a reliable IT partner who’s invested in your success—not just a service provider.