FAQ
UNDERSTANDING MANAGED IT SERVICES
Q1. What is a managed IT service provider (MSP) and what do they actually do?
Managed IT is specifically designed for small and mid-sized businesses — and in many ways, smaller businesses benefit more than large enterprises. A company with 500 employees can afford a full internal IT department with specialists in security, networking, cloud, and helpdesk. A company with 20 to 150 employees cannot. Managed IT gives small businesses access to an entire team of specialists — security engineers, cloud architects, helpdesk technicians, and a virtual CIO — for a fraction of what it would cost to hire even one full-time IT generalist. NetStandard works exclusively with businesses in this segment. Our entire service model, pricing structure, and onboarding process is designed for companies that need enterprise-grade IT support without an enterprise-sized IT budget.
Q2. How is managed IT different from traditional break-fix IT support?
The fundamental difference is reactive versus proactive. Break-fix IT support means you call a technician when something goes wrong — a server crashes, a computer gets a virus, your email stops working — and you pay by the hour for someone to come fix it. Managed IT means a dedicated team is monitoring your systems continuously and resolving issues before they become outages, often before you even know a problem exists. The financial difference is also significant: break-fix costs are unpredictable and spike precisely when your business is already disrupted. Managed IT is a predictable flat monthly cost that aligns the MSP’s incentives with yours — we make more money when your systems run smoothly, not when they break. For small and mid-sized businesses, the operational reliability and cost predictability of managed IT consistently outperforms break-fix over any 12-month period.
Q3. Is managed IT only for large companies, or can small businesses benefit too?
Managed IT is specifically designed for small and mid-sized businesses — and in many ways, smaller businesses benefit more than large enterprises. A company with 500 employees can afford a full internal IT department with specialists in security, networking, cloud, and helpdesk. A company with 20 to 150 employees cannot. Managed IT gives small businesses access to an entire team of specialists — security engineers, cloud architects, helpdesk technicians, and a virtual CIO — for a fraction of what it would cost to hire even one full-time IT generalist. NetStandard works exclusively with businesses in this segment. Our entire service model, pricing structure, and onboarding process is designed for companies that need enterprise-grade IT support without an enterprise-sized IT budget.
Q4. What is included in a typical managed IT services agreement?
A comprehensive managed IT agreement typically includes 24/7 remote monitoring of all covered devices and network infrastructure, unlimited helpdesk support for your employees, proactive maintenance including patch management and system updates, cybersecurity tools such as endpoint protection and email security, backup monitoring and management, vendor management on your behalf, and strategic IT planning through a dedicated IT director or vCIO. NetStandard’s agreements also include hardware failure response and new software installation as part of the standard service — not as billable extras. The specific scope is customized to each client based on the size of the environment, the industry’s compliance requirements, and the business’s growth trajectory. Everything is documented in a service agreement with clearly defined response times and service level commitments.
Q5. How much does managed IT services cost for a small business?
Managed IT services are typically priced on a per-user or per-device basis, with monthly costs varying based on the scope of services, the size of the environment, and the level of security and compliance requirements. For most small businesses, managed IT costs range from $100 to $250 per user per month for a comprehensive service stack. The relevant comparison is not whether managed IT is expensive in absolute terms — it is whether it is more cost-effective than the alternatives: hiring internal IT staff (average fully-loaded cost of $65,000 to $95,000 per year for a single generalist), absorbing the productivity losses from system downtime, or paying the unpredictable and often substantial costs of a data breach or ransomware attack. For the majority of small and mid-sized businesses, managed IT delivers a measurable return on investment within the first year through reduced downtime, eliminated emergency repair costs, and the productivity gains from systems that actually work reliably.
CYBERSECURITY & DATA PROTECTION
Q6. Why do small businesses need cybersecurity if they are not a high-profile target?
The premise that small businesses are not targets is the most dangerous misconception in cybersecurity today. The reality is the opposite: small businesses are the primary target of cybercriminals precisely because they are assumed to have weaker defenses than large enterprises. According to industry data, over 43 percent of cyberattacks target small businesses, and fewer than 14 percent of small businesses rate their ability to defend against an attack as highly effective. Attackers use automated tools that scan the internet for vulnerabilities — they are not manually selecting victims based on size or profile. If your systems have an unpatched vulnerability, an exposed remote desktop port, or employees who have not been trained to recognize phishing emails, you are as exposed as any large corporation. The consequences for a small business — data theft, ransomware, regulatory fines, reputational damage — are often proportionally more devastating because there is less financial cushion to absorb the impact.
Q7. What cybersecurity services does an MSP provide?
A comprehensive MSP cybersecurity stack covers multiple layers of protection because modern threats require a defense-in-depth approach — no single tool is sufficient. At the endpoint level, this includes advanced endpoint detection and response (EDR) that goes well beyond traditional antivirus to detect behavioral anomalies and contain threats in real time. At the network level, this includes firewall management, intrusion detection, and DNS filtering. At the email level — where over 90 percent of attacks originate — this includes email security platforms that filter phishing attempts, malicious attachments, and spoofed senders. Additional layers include multi-factor authentication enforcement, security awareness training for employees, dark web monitoring for compromised credentials, and vulnerability scanning to identify weaknesses before attackers do. NetStandard also provides cybersecurity compliance support for businesses in regulated industries that must meet specific security standards.
Q8. What is a data backup and disaster recovery plan and why does every business need one?
A data backup and disaster recovery (BDR) plan defines how a business will protect its data and restore operations after any event that causes data loss or system unavailability — whether that is ransomware, hardware failure, accidental deletion, a natural disaster, or a power event. Backup is the what: copies of your data stored in secure, redundant locations including offsite or cloud-based repositories. Disaster recovery is the how and how fast: the documented process for restoring systems from those backups, with defined recovery time objectives (RTO — how fast you are back up) and recovery point objectives (RPO — how much data you can afford to lose measured in time). Every business needs a BDR plan because the question is not whether a data loss event will occur but when. A business without a tested recovery plan is one ransomware attack or hard drive failure away from potentially losing years of records, customer data, and financial history — with no path to recovery.
Q9. What is multi-factor authentication and should my business be using it?
Multi-factor authentication (MFA) is a security control that requires users to verify their identity using two or more factors before accessing a system or application — typically something they know (a password) combined with something they have (a code sent to their phone or generated by an authenticator app). Yes, every business should be using MFA, and for most businesses it should be considered mandatory rather than optional. Stolen or compromised passwords are the leading cause of data breaches. MFA eliminates the risk of a stolen password alone being sufficient to access your systems — even if a cybercriminal has your password, they cannot log in without the second factor. Microsoft data shows that MFA blocks over 99 percent of automated account compromise attacks. For any business using Microsoft 365, cloud-based applications, or remote access tools, implementing MFA across all accounts is one of the highest-impact, lowest-cost security improvements available.
CLOUD SERVICES & MICROSOFT 365
Q10. What is the difference between Microsoft 365 and traditional on-premises software?
Traditional on-premises software — including older versions of Microsoft Office and on-site Exchange email servers — is installed on physical hardware in your office and requires your business to manage updates, hardware maintenance, licensing, and security independently. Microsoft 365 is a cloud-based subscription that delivers the same productivity tools (Outlook, Word, Excel, Teams, SharePoint, OneDrive) hosted in Microsoft’s data centers, with continuous updates handled automatically, data backed up in the cloud, and accessibility from any device with an internet connection. For most small and mid-sized businesses, the shift to Microsoft 365 eliminates the cost and complexity of maintaining on-premises servers, reduces security risk by keeping software perpetually updated, and enables the hybrid and remote work models that modern businesses require. The subscription model also converts large upfront software and hardware capital expenditures into a predictable monthly operating cost.
Q11. Is Microsoft Azure right for my small or mid-sized business?
Microsoft Azure is right for your business if you need more infrastructure flexibility, computing power, or compliance capabilities than Microsoft 365’s core productivity tools provide. Azure is Microsoft’s cloud computing platform — it allows businesses to run servers, host applications, store large volumes of data, and build custom computing environments in the cloud rather than on physical hardware in an office. For small and mid-sized businesses, Azure is particularly valuable in specific scenarios: your business runs applications or databases that currently require an on-premises server; you have compliance requirements (HIPAA, PCI, SOC 2) that demand specific infrastructure controls; you need scalable computing resources that fluctuate with business demand; or you are moving away from a physical office environment entirely. Azure is not a one-size-fits-all solution — the right architecture depends on your specific applications, data volumes, and compliance obligations, which is why NetStandard conducts a thorough assessment before recommending a cloud migration approach.
CO-MANAGED IT & VCIO SERVICES
Q12. What is co-managed IT and when does a business need it?
Co-managed IT is a service model designed for businesses that already have an internal IT person or small IT team but need additional expertise, capacity, or tooling to operate effectively. Rather than replacing your internal IT staff, co-managed IT augments them — giving them access to a full MSP’s toolset, specialist knowledge in areas like cybersecurity and cloud architecture, and backup capacity during vacations, illnesses, or high-demand periods. A business typically needs co-managed IT when its internal IT person is overwhelmed by day-to-day helpdesk work and has no time for strategic projects; when a specific technical challenge — a cloud migration, a security audit, a compliance initiative — exceeds the internal team’s expertise; or when leadership wants dedicated strategic IT guidance through a vCIO without the cost of a full-time CIO hire. Co-managed IT is one of the fastest-growing segments of the MSP market because it solves a real gap: the business has invested in internal IT capability but needs a partner to make that investment more effective.
Q13. What is a vCIO and what value does a virtual CIO bring to a small business?
A virtual CIO (vCIO) is a senior technology strategist who provides the same executive-level IT leadership that a large enterprise’s Chief Information Officer would provide, but on a fractional basis that is affordable for small and mid-sized businesses. The vCIO’s role is not day-to-day technical support — it is strategic: aligning technology investments with business goals, building a multi-year technology roadmap, advising leadership on major technology decisions such as ERP implementations or infrastructure overhauls, managing technology vendor relationships, and ensuring the business’s IT posture matches its growth trajectory and risk tolerance. For a business with $5 million to $50 million in revenue, hiring a full-time CIO at $150,000 to $250,000 per year is often not economically justified. A vCIO from NetStandard provides that same strategic expertise as part of the managed services engagement, ensuring your technology is always positioned to support the business rather than constrain it.
SUPPORT, RESPONSE & ONBOARDING
Q14. What happens when an employee calls for IT support — what is the actual experience?
When one of your employees contacts NetStandard for support, they reach a real person — not a voicemail, not an automated ticket portal, not a first-level screening bot. Our team member gathers the details of the issue, opens a support ticket, and begins working on a resolution immediately. For issues that can be resolved remotely — which is the majority of everyday helpdesk requests — the technician connects to the employee’s computer with their permission and resolves the issue while they are on the call or shortly afterward. For hardware failures or on-site requirements, a technician is dispatched based on the severity and urgency of the issue. Every ticket is tracked from open to close with documented resolution notes, and clients have visibility into all open tickets through the client portal. Response time commitments are defined in the service agreement and measured consistently — not promised and then quietly ignored.
Q15. How does NetStandard handle the onboarding process when a new client signs on?
NetStandard’s onboarding process is structured to make the transition from your current IT situation — whether that is a previous MSP, internal IT, or no formal IT support — as smooth and non-disruptive as possible. The process begins with a comprehensive discovery phase where our team documents every aspect of your IT environment: all devices, servers, network infrastructure, software licenses, vendor accounts, and passwords. We then perform a full technical assessment to identify any immediate security vulnerabilities or system health issues that need to be addressed. Our onboarding team configures our monitoring and management tools across your environment, establishes support channels for your employees, and conducts an introductory meeting with your team so everyone knows how to get help. The entire process is managed by a dedicated onboarding coordinator and completed without requiring your employees to experience any service interruption. Our SOC 2 Type II compliance means every step of this process follows independently audited security protocols.
Q16. What is SOC 2 Type II compliance and why does it matter when choosing an MSP?
SOC 2 Type II is an independent security audit conducted by a certified third-party auditor that verifies an organization’s controls around security, availability, processing integrity, confidentiality, and privacy over a sustained period — typically six to twelve months. Unlike a one-time certification, SOC 2 Type II demonstrates that an organization’s security practices are not just documented on paper but are consistently followed in day-to-day operations over time. For businesses evaluating MSPs, SOC 2 Type II compliance is a meaningful differentiator because it means the MSP has been independently verified to handle client data and access securely — not just self-reported. This matters especially for businesses in regulated industries (healthcare, financial services, legal) where data security is a compliance requirement, and for any business that gives an MSP administrative access to their systems. NetStandard maintains SOC 2 Type II compliance, which gives clients verifiable assurance that their data and systems are being handled to an independently audited security standard.
LOCATIONS & SERVICE AREAS
Q17. What areas does NetStandard serve and how does local IT support differ from remote-only MSPs?
NetStandard provides managed IT services to businesses across Kansas City, Overland Park, Topeka, Wichita, Des Moines, and Omaha. While the vast majority of IT support is delivered remotely — allowing us to resolve issues faster than any on-site-only provider — having a local physical presence matters in specific situations: hardware deployments, new office setups, on-site troubleshooting for issues that cannot be resolved remotely, and in-person strategic planning meetings. A fully remote MSP with no local presence cannot dispatch a technician to your office when your server room floods or when a new location needs to be cabled and configured. Beyond logistics, local MSPs develop genuine familiarity with the business communities they serve — understanding local compliance requirements, regional industry concentrations, and the specific technology challenges that businesses in the Midwest face. NetStandard has been embedded in these markets for over 25 years, and that depth of local relationship is a meaningful operational advantage.
What industries does NetStandard specialize in and are there IT requirements specific to certain sectors?
NetStandard serves businesses across a broad range of industries including professional services (legal, accounting, financial advisory), healthcare, manufacturing, construction, non-profits, and real estate. Many of these industries carry specific regulatory requirements that directly affect IT infrastructure and security. Healthcare organizations must comply with HIPAA, which mandates specific controls around electronic protected health information (ePHI) including access controls, audit logging, encryption, and business associate agreements with IT vendors. Financial services firms face regulations from FINRA, SEC, and state banking authorities that govern data retention, communication archiving, and cybersecurity controls. Legal firms have ethical obligations around client data confidentiality that require specific security measures. NetStandard understands these industry-specific requirements and builds compliance-aware IT environments that satisfy both the operational needs of the business and the regulatory obligations of the sector — so clients are never caught between IT capability and compliance.
SWITCHING TO NETSTANDARD
Q19. How difficult is it to switch from our current IT provider to NetStandard?
Switching MSPs is far less disruptive than most businesses fear, particularly when the incoming MSP has a structured transition process. NetStandard manages the full transition on your behalf. We begin by gathering all documentation about your current environment — with or without cooperation from your outgoing provider — and establishing our own complete inventory of every system, account, and vendor relationship. We configure our monitoring and management tools in the background before any cutover occurs, so the actual transition date involves no downtime for your team. The most common concern is access to accounts and credentials held by the outgoing provider — NetStandard guides you through reclaiming ownership of your own vendor accounts, domain registrations, and administrative credentials as part of the transition process. In cases where the outgoing provider is uncooperative, we have established procedures for reclaiming access through vendor support channels. Most NetStandard clients describe their transition experience as significantly smoother than they expected.
Q20. What should a business look for when evaluating a managed IT service provider?
There are seven criteria that reliably predict whether an MSP relationship will be successful over time. First, response time commitments that are contractually defined and measurable — not vague promises. Second, a proactive monitoring and patching program that prevents issues rather than only reacting to them. Third, cybersecurity depth that goes beyond basic antivirus to include endpoint detection, email security, MFA enforcement, and employee training. Fourth, a dedicated point of contact or IT director who understands your business rather than a rotating pool of anonymous technicians. Fifth, transparent pricing with no hidden fees or per-incident charges for services that should be covered under the agreement. Sixth, verifiable security credentials such as SOC 2 Type II that demonstrate the MSP’s own security practices have been independently audited. Seventh, client references from businesses similar in size and industry to yours — not just large case studies from companies with fundamentally different needs. NetStandard offers all seven and encourages every prospective client to evaluate us rigorously against these criteria.
Q21. Does NetStandard require long-term contracts and what is the commitment structure?
NetStandard structures its service agreements to reflect a genuine partnership rather than a contractual lock-in. We are confident enough in the quality of our service that we do not rely on punitive contract terms to retain clients. Our standard agreements establish the scope of services, response time commitments, security standards, and pricing — providing both parties with clear expectations from day one. The agreement length is discussed and agreed upon during the sales process and varies based on the complexity of the engagement and any hardware or infrastructure investments involved. What we prioritize is making our service worth staying for — through consistent response times, proactive communication, measurable security outcomes, and strategic guidance that evolves with the business. The businesses that have been with NetStandard for 10, 15, and 25 years are still clients because the relationship delivers ongoing value, not because they are contractually obligated to remain.
VOIP & BUSINESS COMMUNICATIONS
Q22. What is managed VoIP and should my business replace its traditional phone system?
Managed VoIP (Voice over Internet Protocol) is a business phone system that transmits voice calls over your internet connection rather than traditional phone lines, with the configuration, maintenance, and support managed entirely by your IT provider. For most small and mid-sized businesses, replacing a traditional PBX or analog phone system with managed VoIP delivers significant operational and financial benefits. Cost savings are immediate — VoIP systems typically cost 30 to 50 percent less per month than equivalent traditional phone service, with no per-line hardware maintenance contracts. Flexibility is dramatically better — employees can make and receive business calls from any device (desk phone, laptop, mobile) from any location, which is essential for hybrid work environments. Features that were enterprise-only on traditional systems — call recording, auto-attendants, voicemail-to-email, video conferencing, and call analytics — are standard in modern VoIP platforms. The primary consideration is internet bandwidth and reliability: a managed VoIP deployment requires a properly configured network with adequate bandwidth and quality-of-service settings, which NetStandard handles as part of the implementation.
GETTING STARTED WITH NETSTANDARD
Q23. What does the process look like to get started with NetStandard?
Getting started with NetStandard begins with a free consultation — a conversation with one of our technology advisors to understand your business, your current IT environment, and the specific challenges you are facing. From there, we conduct a comprehensive assessment of your existing infrastructure to identify security gaps, performance issues, and areas where technology is creating friction rather than enabling productivity. Based on that assessment, we present a customized proposal that defines the scope of services, pricing, and a clear onboarding timeline. If you decide to move forward, our dedicated onboarding team manages the entire transition process — from documenting your environment to configuring our monitoring systems to introducing your employees to our support channels. You can reach us directly through our website to schedule your free consultation, or call our sales team directly. There is no obligation attached to the consultation or the assessment, and many businesses find that the assessment alone provides valuable visibility into the state of their IT environment.
Q24. How does NetStandard measure and communicate the value it delivers to clients?
NetStandard measures and communicates value through a combination of operational metrics and strategic business reviews. On the operational side, we track and report on ticket volume and resolution times (demonstrating support responsiveness), system uptime and availability (demonstrating reliability), security events detected and blocked (demonstrating protection), and patch compliance rates across the environment (demonstrating proactive maintenance). On the strategic side, our vCIO conducts regular business reviews with client leadership that go beyond operational metrics to evaluate how technology is performing against business objectives: Is the IT infrastructure supporting the company’s growth plans? Are there upcoming technology investments that should be planned for? Are there emerging risks in the security landscape that require attention? The goal is to ensure that every client has complete visibility into what they are getting from the investment — not a black box where you pay a monthly fee and hope everything is working.
Don’t Let IT Challenges Slow Your Business Down
At NetStandard, we believe your time is better spent growing your business — not managing IT issues. Our managed IT services are designed to take the stress and complexity out of your technology, so you can stay focused on what matters most: your goals, your team, and your success.