Straightforward answers to common questions about working with us.
Getting Started
How do we get started with Belton?
We start with a conversation. No sales pitch, just an honest discussion about your current setup, what's working, and what isn't. From there, we'll propose a plan that makes sense for your business size and goals. Most clients are up and running within two to four weeks.
What size businesses do you work with?
We work primarily with organisations between 20 and 500 people. Small enough that you want a responsive partner who knows your name, large enough that you need proper IT infrastructure and security. Professional services, manufacturing, not-for-profits, and growing companies tend to be our sweet spot.
We already have an IT person. Can you still help?
Absolutely. Many of our clients have internal IT staff. We work alongside them, providing specialised expertise in areas like security, cloud infrastructure, and Microsoft 365. We're not here to replace good people. We're here to augment their capabilities and give them backup when needed.
Services & Support
What does "managed IT" actually include?
Everything your business needs to run reliably. Device management, user support, security monitoring, backups, Microsoft 365 administration, and ongoing maintenance. One monthly fee, no surprises. When something breaks, we fix it. When something could be better, we tell you.
How quickly do you respond to issues?
Critical issues affecting your whole business get immediate attention. We target 15 minutes for urgent problems. Standard requests typically get a response within an hour during business hours. After hours support is available for clients who need it.
Do you provide after-hours support?
Yes. We're available at our Auckland office during normal business hours, and we always have staff on call for urgent issues outside those times. Our 24/7 security monitoring runs through our global partner SOC network, providing continuous threat detection and response.
Can you help with one-off projects?
We do. Office relocations, cloud migrations, security assessments, infrastructure upgrades. Some clients start with a project and move to ongoing managed services. Others just need project help. Either way works for us.
Pricing & Contracts
How does pricing work?
For managed services, you pay a fixed monthly fee per user or per device, depending on the service. That fee covers everything included in your plan. No hidden charges for support calls, no surprise invoices. We'll quote you a number and that's what you pay.
Do you require long-term contracts?
Yes. Our managed service agreements typically run for 12-36 months. This allows us to plan properly for your environment, invest in understanding your business, and deliver genuine improvements over time. Good IT support requires commitment from both sides. We're transparent about this from the start.
What's included versus what costs extra?
Your monthly fee covers all day-to-day support, monitoring, maintenance, and the services in your plan. Projects like office moves, major upgrades, or new system implementations are quoted separately. We're upfront about what's included before you sign anything.
Security & Compliance
How do you handle security?
Security isn't an add-on. It's built into everything we do. We offer core MSP services with bolt-on security products including SentinelOne endpoint protection and email security. For 24/7 threat detection and response, we partner with a global SOC network providing continuous monitoring and rapid incident response.
Can you help with compliance requirements?
Yes. We work with clients across healthcare, legal, financial services, and other regulated industries. Whether you need to meet Privacy Act requirements, industry frameworks, or insurance mandates, we can help you build and maintain compliant systems.
What happens if we get breached?
Our monitoring is designed to catch threats before they cause damage. But if something does get through, we have incident response procedures ready. We'll contain the threat, assess the damage, help with recovery, and support any compliance reporting you need to do.
Technology
Do you only work with Microsoft?
We're a Microsoft Partner and most of our clients use Microsoft 365 and Azure. But we're not religious about it. We work with whatever makes sense for your business. Some clients have Linux servers, some use Google Workspace, some have legacy systems that need to keep running. We handle all of it.
Can you help us move to the cloud?
We've helped hundreds of organisations migrate to cloud infrastructure. Whether that's moving email to Microsoft 365, shifting servers to Azure, or building a hybrid approach, we know how to do it without disrupting your business. Most migrations happen over a few weeks with minimal user impact.
What about AI and Copilot?
We're helping clients adopt Microsoft Copilot and other AI tools thoughtfully. That means making sure your data governance is right, training your people properly, and implementing AI where it actually adds value. We're pragmatic about it. AI isn't magic, but used well, it's genuinely useful.
