Straight answers about support, Microsoft 365, security, and commercial fit.
The FAQ section is designed to reduce uncertainty for SME buyers by answering the practical questions that usually come up before a discovery call.
- Grouped by topic for faster scanning
- Plain-English answers without vendor jargon
- Honest boundaries around out-of-hours, pricing, and scope
Getting started
Questions we hear from businesses deciding whether to switch support or formalise their setup.
Not necessarily. Harkstone Tech is designed for smaller teams that still need proper structure, predictable support, and security basics without paying for enterprise overhead.
We focus on your current setup, the issues causing friction, any upcoming change such as hiring or office moves, and whether there is a sensible fit for ongoing support or project work.
Yes. A controlled handover is normal. We can coordinate access, documentation, and transition tasks so service continuity is protected.
Yes. Most of the environments we support include a mix of office, home, and mobile workers, so Microsoft 365, device standards, and secure remote access are part of the baseline conversation.
Support model
How day-to-day support, onsite work, and response expectations are handled.
Our standard support window is Mon-Fri 08:30-17:30 UK time, excluding bank holidays unless otherwise agreed in writing.
Yes, but we use onsite time where it is genuinely useful rather than as a default. Remote support usually resolves day-to-day issues faster.
Not as a default blanket promise. Critical out-of-hours support can be agreed for clients who need it, with clear definitions of what counts as an emergency.
Yes. We can act as the IT coordinator and escalation point where that is within scope, while being clear about what remains the vendor's responsibility.
Microsoft 365 and security
The most common Microsoft 365, backup, and security questions asked by SME buyers.
Yes. We will review how your users work, what security features you need, and where you can simplify. The aim is the right fit, not the biggest bundle.
Usually, yes. Microsoft 365 availability and your ability to recover data are related but not identical. A sensible backup plan reduces the risk of painful recovery scenarios.
No. Harkstone Tech focuses on practical security essentials for SMEs rather than claiming a 24/7 SOC or complex enterprise service it does not run.
No. We push for sensible baselines such as MFA, supported devices, and secure user lifecycle processes, but the goal is workable security that staff can live with.
Commercial and contracts
Scope, pricing approach, and what to expect commercially.
No hard public pricing at launch. Scope depends on user count, estate condition, device mix, and the required security baseline, so we quote after a short assessment.
Yes, where the request is clearly defined and capacity allows. Managed clients remain the priority, so we are careful about keeping ad hoc work bounded.
We do not market ourselves as a 24/7 SOC, bespoke software developer, or unlimited onsite resource. Where work falls outside scope, we will say so clearly.
Nothing awkward. You will leave with a clearer picture of your options, and if there is not a fit, we will say so directly.
Still have a question?
If the FAQ does not cover your situation, send a short enquiry or book a discovery call and we will answer it plainly.