FAQs

We offer three tiers of user-based support. Business Essentials is our remote-only plan, covering all your users' devices via our helpdesk — ideal for businesses that don't need regular on-site presence. Business Pro adds on-site support for fixing existing issues, with scheduled engineer visits available as an optional extra. For businesses with more complex requirements, we also offer fully Bespoke plans tailored around your specific infrastructure, headcount, and operations.

Our helpdesk is staffed 7am–7pm, Monday to Friday as standard across all plans. We cover remote troubleshooting, software support, account management, and device queries throughout the full working day. For businesses with international teams or critical operations, we offer a US hours extension and 24/7 emergency cover as add-ons. Both are included as standard on Bespoke plans.

Yes — Kaizen IT is fully cross-platform. We support macOS, Windows, iOS, and Android within the same business environment. As an Apple Premium Technical Partner, we have certified specialists in Apple infrastructure and are particularly experienced in complex mixed-platform environments. Many of our clients run both Mac and Windows estates and we manage both seamlessly.

When you log a call with our helpdesk, one of our technical team will begin the troubleshooting process within 30 minutes — on a best endeavours basis. We actively monitor all open tickets and escalate automatically if a ticket hasn't received a response within two hours of being logged, so nothing slips through the net.



For issues that require an engineer on-site, response times depend on your service level agreement: we aim to have an engineer with you within either four or eight working hours.

A support request covers faults — anything that has stopped working or isn't behaving as expected. A Change Request is different: it's a change to an existing configuration, rather than a fix for a fault, and as such it falls outside our standard support response times.



That said, we don't want small changes to become a bureaucratic headache. Any Change Request estimated to take 15 minutes or under is included within your agreement at no extra process overhead. Change Requests expected to take longer than 15 minutes fall outside the agreement and will be scoped and agreed with you separately before work begins..

You can reach our helpdesk by phone on 0345 141 1400, by email at hello@kaizenit.co.uk, or through our self-service client portal at clients.kaizenit.co.uk. For urgent issues, calling directly is always the fastest route. Our team will triage your request, assign a priority level, and keep you updated throughout resolution.

Our onboarding is structured to get your team covered quickly while building a thorough picture of your environment. It typically includes a discovery call to understand your team, devices, and immediate pain points; an IT audit that produces a security readiness score across all key areas; full documentation of your systems, credentials, and configuration; a managed transition if you're switching from another provider; and a go-live briefing so your team knows exactly how to reach us from day one. The process typically takes two to four weeks depending on the size and complexity of your environment.

More straightforward than most businesses expect — and it's something we manage regularly. We handle the transition end to end, including coordinating with your outgoing provider to obtain documentation and credentials, auditing your existing infrastructure before we take ownership, and scheduling the cutover at a time that minimises disruption. A straightforward switch typically takes two to three weeks. A more complex environment or an unresponsive outgoing provider may take longer, and we'll always set clear expectations upfront.

We aim for zero disruption. Our transition plan is designed so your team never experiences a gap in support coverage — from the moment your previous contract ends, we are live and ready to take calls. In the rare cases where brief downtime is unavoidable, such as migrating a server or changing DNS settings, we schedule this outside business hours and communicate clearly in advance.

We offer two types of agreement to suit businesses at different stages. For new clients, we offer a monthly rolling agreement with no long-term commitment — just 30 days' notice to cancel. This gives you the flexibility to experience our service and build confidence before committing further.



Once you're comfortable with how we work, you can move to a two- or three-year agreement, which comes with meaningful cost savings compared to the monthly rolling rate. Many of our clients make this move naturally once they've seen the value of the partnership..

No. New clients start on a monthly rolling agreement, meaning there is no long-term commitment and you can cancel with just 30 days' notice. We believe the best way to earn a long-term relationship is to prove our value first — not to lock you into a contract before you've had the chance to experience what we do.

Clients who move to a two- or three-year agreement benefit from reduced monthly costs compared to the rolling rate. Beyond the financial saving, a longer-term partnership also allows us to invest more deeply in understanding your business, planning further ahead on your IT roadmap, and building a stronger working relationship with your team. We'll always let you know when it makes sense to consider this — we won't push you before you're ready.

Kaizen IT holds ISO 27001 (information security management), ISO 9001 (quality management), and Cyber Essentials certification. All of our engineers hold BPSS national security vetting clearance, which is required for work with certain regulated or government-connected clients.

As part of onboarding — and on an ongoing periodic basis — we conduct a structured security assessment of your IT environment across 9 categories and 36 individual controls. Each control is scored from 0 (Critical Security Risk) to 5 (Optimal Security). We assess areas including identity and access management, endpoint and device security, network and infrastructure, data and cloud configuration, email and communications, resilience and recovery, people and process, monitoring and response, and security certification and compliance. You receive a clear report with your scores and prioritised recommendations, which we then work through with you as part of your ongoing IT roadmap.

Yes. Supporting clients through compliance accreditation is a core part of our consultancy offering. We can guide you through Cyber Essentials and Cyber Essentials Plus, ISO 27001, ISO 9001, and SOC 2 — particularly relevant for businesses with US clients or investors. Having been through these processes ourselves, we understand what's required in practice and will help you prepare documentation, close technical gaps, and work with the certifying body on your behalf where appropriate.

We take a layered approach to email security. DMARC monitoring prevents criminals from spoofing your domain to send fraudulent emails on your behalf. Mailsafe blocks over 99.9% of spam, phishing attempts, and email-borne malware before they reach your inbox. And PhishSafe delivers simulated phishing campaigns that train your staff to recognise real attacks — clients typically see staff susceptibility fall from around 33% to under 3% within 90 days. Technical controls are only part of the solution; your people are your last line of defence.

For clients on our Managed Detection and Response service, many threats are neutralised automatically before you're even aware of them, via 24/7 SOC monitoring through our partner Huntress. If a confirmed incident does occur, our response includes immediate containment to limit the spread, forensic investigation to understand the cause and scope, remediation and recovery (including restoring from backup where needed), and a post-incident review to prevent recurrence. We also help you understand your obligations under UK GDPR, including whether the incident must be reported to the ICO within 72 hours.

As an ISO 27001 certified organisation we have formal policies and controls covering how client data is accessed, stored, and protected. Access to your systems is limited to engineers with a direct need, and all access is logged and audited. We sign a Data Processing Agreement as part of our contracts, in line with UK GDPR requirements. All of our engineers hold BPSS national security vetting clearance, and we do not share client data with third parties except where required to deliver the service — and those relationships are governed by their own DPAs