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Answers to everything you want to know about working with us

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Everything you need to know, answered clearly

General
Pricing & Billing
Getting Started
Security & Compliance
Support & SLAs

What industries do you typically work with?

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We work across fintech, healthcare, logistics, e-commerce, and professional services — though our core focus is any growing business that needs reliable, scalable IT without an in-house team to run it.

Do you work with businesses outside our region?

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Yes, we support clients across multiple countries with a mix of remote monitoring and, where needed, local on-site partners for hardware-related work.

How is Devotion Technology different from other IT providers?

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We pair proactive monitoring with a strategy-first approach — we don't just fix what breaks, we help you plan the roadmap so fewer things break in the first place.

How is pricing structured for managed IT services?

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Most engagements are priced per-device or per-user monthly, with add-ons for security, backup, and consulting hours. We'll always give you a clear quote before any commitment.

Are there any long-term contracts required?

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We offer both monthly and annual plans. Annual plans come with a discount, but nothing locks you into multi-year terms unless you specifically want that structure.

What's included in the base support plan?

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Helpdesk support, patch management, and basic monitoring are standard. Backup, advanced security, and strategic consulting are available as add-on tiers.

How long does onboarding usually take?

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Most clients are fully onboarded within 2–3 weeks, depending on the size of the environment and how much documentation already exists.

Will we lose access to our systems during migration?

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No — we plan migrations in phases specifically to avoid downtime, with rollback plans ready in case anything needs to be reversed.

Do we need to replace our existing tools?

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Not usually. We integrate with most existing tools first and only recommend replacements where there's a clear gap in coverage or reliability.

Are you compliant with industry security standards?

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We align our practices with common frameworks like SOC 2 and ISO 27001 principles, and can support compliance-specific requirements like HIPAA depending on your industry.

Who has access to our data?

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Access is role-based and logged. Only the engineers directly assigned to your account have access, and all activity is auditable.

What happens if there's a security incident?

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Our incident response process kicks in immediately — containment first, then root-cause analysis, then a full report and remediation plan shared with you.

What are your guaranteed response times?

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Critical issues are acknowledged within 15 minutes, high-priority within 1 hour, and standard requests within 24 hours — all documented in your service agreement.

Is support available outside business hours?

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Yes, our helpdesk operates 24/7 for critical issues. Non-urgent requests submitted after hours are picked up first thing the next business day.

What happens if an SLA is missed?

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Our contracts include service credits for missed SLAs, and any miss triggers an internal review to prevent it from happening again.

Still have questions?

Our team is happy to walk through anything specific to your setup.

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Frequently Asked Questions

Everything you need to know about our IT services and solutions

We've compiled answers to the most common questions about our services, processes, and support so you can make informed decisions with confidence.

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We understand that every minute of downtime impacts your business. That's why our dedicated helpdesk team is available 24/7 to address any technical issues you face. On average, we respond to support requests in under 15 minutes, with critical issues prioritized immediately.

Managed IT Services involve proactive monitoring and maintenance of your IT systems by a third-party provider. We handle everything from updates, patching, and security to helpdesk support—allowing your team to focus on business, not IT issues.

  • We aim to respond to all technical issues within 24 hours or less,
  • You can reach us via phone, email, or chat, and our expert team will provide assistance

Absolutely. Our solutions are built to grow with you. Whether you're adding new users, expanding to new locations, or launching new services, we provide flexible plans that adapt to your evolving needs without disruption.

Yes. We design and manage comprehensive backup and disaster recovery solutions, ensuring your critical data is protected and recoverable in minutes. Our plans cover both on-site and cloud-based redundancy to minimize downtime in any scenario.

Security is at the core of everything we do. We deploy multi-layer protection including endpoint detection, firewall management, encrypted communications, and continuous threat monitoring. Regular audits and staff training keep your environment compliant and resilient.

We offer both. Most issues are resolved remotely within minutes, but for hardware, infrastructure, or on-boarding needs, our certified technicians can be dispatched to your location. You get the best of both worlds — speed and hands-on expertise.