FAQ

  • What is an MSP, and how is it different from traditional IT support?

    An MSP (Managed Service Provider) offers proactive, all-inclusive IT management for a fixed monthly fee. Traditional support is reactive—you call when something breaks. We monitor your systems 24/7, preventing issues, managing security, and providing strategic IT guidance, ensuring continuous uptime.

  • What types of businesses do you service?

    We primarily serve Small to Medium Businesses across industries such as Legal, Healthcare, and Financial Services. Our services are scalable and customized to meet the unique compliance and operational needs of your business size.

  • What is included in your standard Managed IT package?

    Our packages typically include 24/7 network monitoring, unlimited helpdesk support, endpoint security/antivirus, patch management, and regular IT consulting/strategy meetings. Full details are provided in your custom service agreement.

  • Do you offer a fixed-fee or hourly rate model?

    We operate on a fixed-fee monthly subscription model. This aligns our success with yours—we profit when your systems run smoothly. You get predictable budgeting without surprise costs.

  • How do I request IT support?

    You can submit a support ticket via phone (our dedicated helpdesk line: 904-586-1656, email (support@rlasystems.com), or through our client portal. Our team tracks all requests to ensure fast resolution.

  • What are your average response and resolution times?

    Our Service Level Agreement (SLA) guarantees an initial response within 30 minutes for critical issues. Resolution times vary based on complexity, but we prioritize getting your operations back to 100% as quickly as possible.

  • Is my data safe and secure with you?

    Yes, security is our top priority. We implement enterprise-grade firewalls, multi-factor authentication (MFA), continuous threat monitoring, and comprehensive data backup/disaster recovery solutions to protect your valuable assets.

  • Do you handle software licensing and vendor management?

    Absolutely. We act as your single point of contact for IT issues, including managing licenses for key software (Microsoft 365, Adobe, etc.) and coordinating directly with all your IT-related vendors.

  • What is your approach to Cloud Services (e.g., Microsoft 365, Azure)?

    We provide expert consultation, migration, security, and ongoing management for all major cloud platforms. We help you choose the right blend of cloud solutions to optimize cost, security, and collaboration for your business.

  • How long does it take to switch to your MSP services?

    The transition timeline varies based on the size and complexity of your existing infrastructure, but generally takes up to 2 to . We work closely with your previous provider to ensure a smooth handover.

  • Do I need to replace my existing IT hardware?

    Not necessarily. Our assessment will identify any equipment that poses a security risk or limits productivity. We prioritize maximizing the lifespan of your current assets while planning strategically for necessary upgrades.