Resources · FAQ
Questions we get asked. Honest answers.
A growing list of the most common questions from leaders evaluating IT-TEAM as their operations partner. If you don't see your question here, ask us directly.
FAQ · CATEGORIES
General4 questions
Engagement & Pricing4 questions
Security & Compliance4 questions
Technical4 questions
General
Are you a consulting company or an MSP?+
Neither, exactly. We are an outsourced operations team — equal parts MSP, web shop, growth ops and consultancy. The point of integration is that one team owns the full stack, instead of you coordinating four vendors.
Where are you based and where do you operate?+
Headquartered in Toronto, with hubs in Vancouver and New York. We operate across Canada and the United States. Most work is delivered remotely; on-site visits are scheduled when they matter.
How big is your team?+
34 specialists in-house across IT, web, CRM, automation, marketing, security and analytics. No off-shore handoffs. No subcontracting of core work.
What size of company is the right fit?+
Most of our clients are 30–300 employees. We have a few smaller clients on Essential Support and a few larger ones on Full Digital Department. Below 10 employees, you typically need less than we offer.
Engagement & Pricing
What does an engagement look like?+
We start with a free Infrastructure Audit (90 minutes + a written roadmap). If we both decide to move forward, you sign a 6-month initial term and we onboard over 3 weeks. After that, month-to-month with 30 days notice.
Do you require long contracts?+
No. Initial 6-month term, then month-to-month. If we are not delivering, you should be able to leave.
How are licenses, hardware and ad spend billed?+
Pass-through at cost. We surface every license, renewal, ad invoice and hardware charge in your monthly statement. We never take vendor commissions.
Can you work alongside our internal IT person?+
Yes — many of our best engagements look like this. We become the senior layer (architecture, security, web, CRM, automation) while your internal person owns day-to-day operations.
Security & Compliance
Are you SOC 2 certified?+
Yes — SOC 2 Type II. Report available under NDA.
How do you handle client data?+
Single NDA covers the entire engagement. Client data is segmented per client, encrypted at rest, never used in marketing, never shared. Detailed data handling policy available on request.
Do you support HIPAA / PHIPA / PIPEDA environments?+
Yes — most of our clinic and education clients require these postures. We design and operate infrastructure accordingly.
What happens if we leave?+
A defined exit playbook is part of every engagement. You own your data, accounts and infrastructure. We hand over documentation, credentials and SOPs over a 30-day transition.
Technical
What platforms do you support?+
M365, Google Workspace, Azure, AWS, GCP, HubSpot, Salesforce, Zoho, Clio, Moodle, Canvas, WordPress, Webflow, Next.js — and many more. Vendor-neutral by design.
How do you monitor our environment?+
Layered monitoring: endpoint telemetry, network probes, cloud APIs, synthetic transactions and log aggregation. Alerts route through our SOC to on-call engineers.
What is your incident response process?+
Documented runbooks per system. P1 incidents trigger an on-call engineer within 15 minutes, with a senior architect engaged within 30. Post-incident review delivered within 5 business days.
Do you provide on-site support?+
Yes — scheduled and emergency. We have technicians in major Canadian and US cities. On-site dispatch is included on Tier 03 and available as an add-on on Tier 01/02.
Take the next step
Get a free Infrastructure Audit and 30/60/90 roadmap.
90 minutes with a senior architect. You walk away with a complete operations map and a prioritized plan — whether you hire us or not.