Welcome
Thank you for choosing us. This pack covers the handover from your current provider, the security work in the first three months and how to reach us. Nothing changes for your staff until week two, and we will tell them before it does.
What happens first
- Week 1: discovery. We list every laptop and user account, and agree the handover date with your current provider.
- Week 2: handover. Support moves to us on the agreed date. Your staff get one email explaining how to log a request.
- Weeks 3 to 6: tidy up. We remove old accounts and turn on multi-factor sign-in for everyone. Backups are tested monthly.
- Month 3: Cyber Essentials. We prepare you for the assessment and book it once every control is in place.
What we need from you
| Item | Who usually has it | Needed by |
|---|---|---|
| Admin access to email and file storage | Office manager | Week 1 |
| List of starters and leavers this year | Office manager | Week 1 |
| Contract end date with current provider | Practice director | Week 1 |
| A convenient evening for laptop updates | Practice director | Week 3 |
Today and after onboarding
Today
- Shared passwords for some accounts
- Backups not tested
- Three accounts for staff who have left
By month three
- Every person signs in with their own account and a second step
- Backups tested every month
- Leavers removed on their last day
How we will work together
- 30 min
- First response, urgent
- 4 hours
- First response, normal
- Monthly
- Review meeting
Source Our standard service levels
Contacts
| Role | For | How to reach them |
|---|---|---|
| Service desk | Any problem or request | Phone or the support portal |
| Account manager | Contracts, projects and reviews | Email, replies within a working day |
| Security lead | Cyber Essentials and incidents | Through the service desk |