Frequently Asked Questions

“At SafePoint IT, onboarding starts with an internal knowledge transfer meeting. Our sales team and the engineer who did your network assessment brief our technical team on your environment and needs. Then we hold a kickoff meeting with you to understand your business priorities firsthand. From there, we document your systems, transition support over, and ensure a smooth first 90 days with regular check-ins.”

“When you’ve got a new hire starting, ideally give us a couple of business days’ notice — though we can handle same-day requests if needed. We’ll create accounts, configure security, load software, set permissions, and prep their computer. If they’re local, we deliver it; if remote, we ship it. Most of our clients have this included in their service, and if the new hire never starts, you’re not charged. The process is seamless for you.”

“If something goes down, you call, email, or submit a ticket — and our help desk responds right away. We have clear SLAs with response and resolution times for business and after-hours, and if an issue is critical, it gets escalated directly to senior engineers. We also maintain backups and failover plans, so most outages are temporary and recoverable. You’ll always know the status, and we’ll stick with it until it’s fixed.”

“Many of our clients are in healthcare and other regulated industries, so compliance is second nature for us. We document policies, provide continuous monitoring, perform penetration tests, manage security tools and access, and deliver reporting you can hand straight to an auditor. Whether it’s HIPAA, GDPR, PCI, the FTC Safeguards Rule, or an industry-specific framework, we make sure your IT environment aligns with requirements so compliance never turns into a fire drill.”

“Most IT companies focus only on fixing tickets. At SafePoint IT, we take a proactive, advisory approach. That means regular business reviews, roadmaps for growth, and technology planning tied to your goals. On top of that, we build automation and software integrations to streamline your business processes — not just your IT. You’re not just getting a help desk, you’re getting a partner.”

“We live the hybrid model ourselves, so we understand what it takes to support it. Employees can work from anywhere using secure cloud access and Microsoft 365. We remotely manage devices including desktops, laptops, tablet computers, and mobile phones — keeping them patched, monitored, and secure. And when they need help, they get the same support experience whether they’re at home, in the office, or on the road.”

“You’ll receive regular reports that give you a clear picture of your IT landscape — things like asset inventories, user lists, system health, security posture, and ticket trends. In our technology business reviews, we help you see not just the technical details but also the risks and opportunities to improve ROI. We focus on aligning technology with your business processes, so it’s not just about technical noise — it’s about delivering real business value.”

“Your team can open tickets by phone, email, or through our portal, and we respond within minutes thanks to our clearly defined SLAs. Our staff is 100% local, all based in the Chicagoland area, and our client satisfaction score is consistently above 97%. We provide both remote and on-site support, so your employees are covered wherever they are. For them, it’s simple: they report an issue, we take ownership, and they get back to work quickly with friendly, local support.”

“We don’t lock clients in with hidden traps. Our agreements are very clear. If you ever decide to leave, we’ll provide all your documentation, credentials, and a structured handoff to your next provider. We’d rather have you stay because you see the value, not because you’re stuck. Also, for new clients who might feel unsure about trying a new provider, we offer a 100% satisfaction guarantee so you can opt out for any reason within the first 90 days. We’d rather earn your trust than lock you in.”

“Our pricing is designed to be predictable and transparent — no surprise fees or hidden charges. Most of our clients are on a per-user, per-month model that scales as your business grows. Fees typically range from $20 to $220 per user per month, depending on the plan you choose and what’s included — such as the level of security, whether it includes help desk support, cloud services, your industry, compliance requirements, and the complexity of your environment. Most clients find that we cost less than hiring even a single IT employee. More importantly, we help prevent costly downtime and security incidents, so the value goes far beyond the monthly line item.”

At SafePoint IT, speed and transparency matter. Every ticket is prioritized by impact and urgency:
- Critical issues (system down): We respond within 1 hour, whether it’s during business hours or after-hours.
- High-priority problems: Usually within 2 hours.
- Routine requests: Often handled the same day, typically within 2–4 hours.

Our Chicagoland-based help desk monitors every ticket until it’s resolved, and we keep you updated at every step. For emergencies, we offer extended after-hours coverage, so you’re never left waiting.

At SafePoint IT, protection is proactive. Our systems monitor your servers, workstations, and cloud 24/7 for performance issues and security threats. If something looks suspicious, our team is alerted immediately.

We also handle patch management automatically — applying critical security updates, firmware fixes, and antivirus changes behind the scenes. Combined with vulnerability scanning and real-time alerts, this approach helps us close security gaps fast and keep your environment compliant.

The goal is simple: prevent problems before they disrupt your business and keep you secure around the clock.

Absolutely. Human error is the #1 cause of security breaches, so we make training part of your protection plan. We deliver short, engaging lessons that teach employees how to spot threats, and we run regular phishing simulations to test awareness in real-world scenarios.

Over time, your team becomes skilled at identifying and stopping attacks before they cause harm. We manage the entire process — from scheduling and tracking to reporting results — so you can reduce risk without adding extra work.

You’ll get clear, business-level reporting — not pages of tech jargon. Your reports will include ticket metrics, system health, security posture, and upcoming lifecycle needs.

Then, during quarterly Technology Business Reviews, we focus on recommendations. We’ll translate data into action:
- How IT can better support your goals
- How to reduce risk
- Where to invest next to increase ROI

These reviews aren’t just about IT management — they’re about aligning technology with your business strategy and giving you actionable steps for long-term success.

Yes — we put everything in writing. Our managed service agreements feature a highly detailed Service Level Agreement (SLA) that clearly outlines guaranteed response times and escalation paths. In the rare event that we don’t meet our promised response or resolution times; our SLA provides service credits as a commitment to accountability and your satisfaction.

Plus, with our 100% satisfaction guarantee, you have complete peace of mind. If at any point within those first 90 days you’re not fully satisfied, you can cancel for any reason—no fine print, no excuses.

Our goal is simple: deliver reliable service and measurable results. We don’t just want to be your IT vendor; we strive to be the most dependable technology partner you’ve ever had.

Your first 90 days are structured for success. We start with a kickoff meeting to understand your business, document your systems, and address any immediate concerns. Then we deploy our monitoring, backups, and security tools, and review your licenses and cybersecurity policies.

By the end of the first quarter, you’ll have:
- Full network and system documentation
- All monitoring and security tools in place
- Your first Technology Business Review focused on recommendations

We measure success through your outcomes — uptime, faster response, and fewer surprises. During quarterly Technology Business Reviews, we focus on recommendations that connect IT performance to your business goals.

We’ll show you how we’ve reduced risk, improved efficiency, and avoided unnecessary costs — making ROI visible and actionable.

You’re not paying for hours; you’re paying for business continuity and peace of mind. And we make sure you can see that value clearly every quarter.

Yes — and we do that all the time. We supplement your team with whatever they need, whether it’s ongoing support or specialized expertise. Many organizations find it useful to outsource projects to us or have us manage key tools like patch management, vulnerability scanning, and Managed Detection and Response (MDR) software.

Think of us as an extension of your IT department — a force multiplier that adds bandwidth and expertise without adding headcount.

Yes. We regularly run vulnerability scans across servers, workstations, and other network devices to identify weaknesses before attackers do. Those findings feed into your security roadmap, so issues are patched or hardened quickly.

For many clients, we also conduct deeper penetration tests or compliance assessments based on industry requirements. It’s all part of ensuring your environment stays secure and audit-ready.

We handle IT like a financial plan — not guesswork. During quarterly Technology Business Reviews, we’ll review your technology lifecycle, warranties, software renewals, and business goals.

From there, we build a forward-looking roadmap and budget so you can plan upgrades and investments in advance. This includes a multi-year budget forecast to help you anticipate costs and avoid unexpected expenses.

The result? No more surprise invoices or emergency spending — just predictable, well-planned technology growth aligned with your business strategy.

We use a layered defense model to keep your environment safe. That includes:
- Multi-factor authentication to protect accounts
- Advanced endpoint protection for devices
- Email filtering and threat detection for mailboxes
- Proactive patch management to close vulnerabilities
- 24/7 monitoring for suspicious activity
- Tested backups to ensure quick recovery

But security isn’t just about tools. We align protection with compliance requirements and provide ongoing cybersecurity training and phishing simulations so your employees don’t become the weak link.

Security is built into everything we do — from monitoring and identity protection to vulnerability scanning and Managed Detection and Response (MDR) software. It’s why we’re called SafePoint IT: your point of safety in technology.