Frequently Asked Questions

Our IT support covers day-to-day troubleshooting, software issues, system updates, user onboarding, printer and email problems, and remote or onsite assistance, ensuring your business stays productive.

You can log a ticket via support@castlerock.co, phone, or through our client portal. Each request is automatically assigned a priority level and tracked until resolution.

We operate under Service Level Agreements (SLAs) that define response and resolution targets. These are based on issue severity from urgent downtime cases (responded to within minutes) to general support requests.

Yes, we offer extended and 24/7 support options depending on your service plan, ideal for businesses operating across multiple time zones or with critical systems.

Absolutely. We assist with VPN access, device management, collaboration tools, and endpoint security to keep remote teams fully supported and secure.

We use secure, encrypted remote access tools that allow our technicians to diagnose and fix problems quickly without disrupting your workflow.

We implement multi-layered protection including endpoint security, firewalls, anti-malware, phishing protection, and proactive threat monitoring.

Yes. We provide user training programs and simulated phishing exercises to help employees identify and avoid common cyber threats.

Our team uses a Security Operations Centre (SOC) and advanced monitoring tools to detect and respond to suspicious activity in real time.

Yes, we assist with compliance frameworks through data governance, encryption, access control, and audit reporting.

Antivirus software targets known threats, while advanced protection uses AI-driven behavior analysis and zero-day defense to stop evolving attacks before they spread.

Yes, we have defined response procedures to isolate, contain, and remediate threats, followed by a post-incident report and recommendations.

We manage Microsoft 365, Azure, SharePoint, Teams, Exchange Online, and related productivity and security tools.

Yes, we handle migrations end-to-end — including planning, data transfer, user setup, and post-migration support to ensure a smooth transition.

We configure multi-factor authentication, conditional access, data loss prevention, and mailbox protection to safeguard your cloud environment.

Yes, we manage license provisioning, renewals, and optimisation to ensure cost efficiency and compliance.

Absolutely. We tailor Teams channels, SharePoint sites, and workflows to fit your collaboration and document management needs.

We provide day-to-day management, troubleshooting, user support, and regular reviews to keep your Microsoft environment secure and efficient.

Backups copy your data for restoration, while disaster recovery includes full system recovery to get your business running quickly after an outage or failure.

Depending on your plan, we perform backups daily or in near real-time to ensure minimal data loss in the event of a disruption.

Your data is securely encrypted and stored offsite in compliant data centers, ensuring safety even if your primary systems are compromised.

Recovery time depends on your recovery time objective (RTO) — often ranging from minutes for critical systems to a few hours for standard recovery.

Yes, we offer cloud-to-cloud backups that protect your mail, files, and collaboration data from accidental deletion or corruption.

Absolutely. We conduct regular test restores and simulate recovery scenarios to ensure your data and systems can be reliably restored when needed.

We assess your IT environment, align it with your business goals, and develop technology strategies that improve efficiency, security, and scalability.

Yes, our vCIO service provides executive-level IT planning, budgeting, and governance guidance without the cost of a full-time CIO.

We forecast hardware refreshes, software renewals, and infrastructure upgrades to help you budget accurately and avoid downtime.

Yes, we help modernise systems, migrate to cloud solutions, and implement automation tools that improve productivity and agility.

We track metrics like downtime reduction, productivity gains, and cost savings to demonstrate measurable business value.

We can complement your internal IT team with specialised skills, or fully manage your IT — depending on your structure and needs.

Yes, we handle end-to-end procurement of PCs, laptops, servers, networking equipment, and software from trusted vendors.

We manage software licensing renewals, audits, and compliance to ensure your business avoids over- or under-licensing.

We leverage vendor partnerships and volume agreements to secure competitive pricing and value-added terms.

Yes, we recommend and supply standard configurations for reliability, support consistency, and easier lifecycle management.

Absolutely. We manage manufacturer warranties, RMA requests, and vendor escalations on your behalf.

We maintain detailed asset registers, warranty tracking, and refresh schedules to help you plan upgrades proactively.

VoIP (Voice over Internet Protocol) allows you to make and receive phone calls using your internet connection instead of traditional phone lines. It converts voice into digital signals, providing clearer, more flexible communication.

VoIP offers cost savings, scalability, flexibility for remote users, and advanced features such as call recording, voicemail-to-email, call routing, and integration with Microsoft Teams or CRM systems.

Not necessarily. VoIP can run on existing computers, smartphones, or IP desk phones. We also supply and configure compatible handsets and headsets if required.

Yes — with a stable internet connection, VoIP often provides even better clarity than traditional lines. We also prioritise call traffic to ensure consistent voice quality.

We design VoIP setups with redundancy and failover routing. Calls can be automatically redirected to mobile phones or backup connections to maintain communication during outages.

Yes, we can transfer your current numbers to the new VoIP system with minimal downtime, ensuring a seamless transition for your business and clients.

It’s a dedicated, fully managed cloud environment where your data and applications are hosted securely on infrastructure reserved for your business.

Unlike public cloud, a private cloud offers dedicated resources, higher performance, and stricter security and compliance controls.

You can host ERP systems, line-of-business applications, virtual desktops, and data storage — all optimised for performance and uptime.

Our private cloud includes network firewalls, encryption, intrusion detection, and continuous monitoring within Tier 3+ data centers.

Yes, we include automated backups, failover replication, and uptime guarantees to ensure resilience and business continuity.

Absolutely. CPU, RAM, and storage can be scaled up or down on demand, ensuring cost-efficiency and flexibility.