Frequently Ask Questions

The Most Common Questions

What is CerberusMSP?

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CerberusMSP is a Managed Service Provider specializing in IT solutions for small and medium businesses, including IT support, cybersecurity, cloud services, and more.

How long much experience does CerberusMSP have?

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Our team at CerberusMSP has a combined 15 years of experience in providing expert IT services and support.

What makes CerberusMSP different from other MSPs?

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We offer tailored IT solutions that align with your business goals, proactive support, and a commitment to excellence.

Where is CerberusMSP located?

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We are located in Richmond Hill, Ontario. We serve clients both locally and remotely within the GTA.

What industries does CerberusMSP serve?

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We work with a variety of industries, including finance, education, media productions, healthcare, legal, and retail, among others.

How can I get in touch with CerberusMSP?

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You can contact us via our contact form on the website, email us at info@cerberusmsp.com, or you can visit our "Contact Us" page on the top right of the website.

What IT services does CerberusMSP offer?

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We offer a range of IT services including Managed IT Services, Cybersecurity, Cloud Solutions, Backup and Disaster Recovery, Network Management, IT Consulting, and Helpdesk Support.

Do you provide 24/7 support?

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Currently, we offer support during business hours. For urgent issues, our team is available after-hours at a billable rate.

How can Managed IT Services benefit my business?

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Managed IT Services can enhance your business’s efficiency by providing proactive monitoring, support, and management of your IT infrastructure.

What is included in your Cybersecurity services?

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Our Cybersecurity services include threat detection, firewall protection, regular security audits, and employee training to safeguard your business against cyber threats.

How do your Cloud Solutions work?

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Our Cloud Solutions include cloud storage, backup services, and cloud-based applications to enhance your business’s flexibility and scalability.

What is the process for setting up a new service?

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We start with a comprehensive assessment, followed by planning and implementation of the service, and then provide ongoing support to ensure everything operates smoothly.

How do I request IT support?

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You can request IT support by contacting our Helpdesk (helpdesk@cerberusmsp.com via our website's contact form or by calling us directly at (647) 366-9303.

What should I do if I encounter a technical issue?

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Provide details about the issue through our Helpdesk or by calling us directly. Include any error messages and a description of the problem.

How long does it take to resolve a support ticket?

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Resolution times vary based on the complexity of the issue. We strive to address and resolve most support requests as quickly as possible during our business hours.

Can I track the status of my support request?

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Yes, once you submit a support request, you will receive updates on the status and progress of your ticket via email or during your call with our Helpdesk.

What if I need immediate assistance outside of regular hours?

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While we do not offer 24/7 support, you can still contact us directly for urgent issues outside of business hours at a billable rate. For emergencies, we will address your needs as quickly as possible.

How can I provide feedback on the support I received?

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You can provide feedback through the follow-up email sent after your support request is resolved or by calling our Helpdesk directly to share your experience.

How is pricing determined for your services?

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Our pricing is based on the number of users (headcount) within your organization. We provide customized quotes based on your specific needs and size.

Are there any setup fees for new services?

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There are no additional setup fees for our managed services. However, fees will apply for project work and new computer setups, which will be detailed in your service agreement.

What is the billing cycle for your services?

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We typically bill on a monthly basis. You will receive an invoice at the start of each billing cycle.

Can I change my service plan?

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What is your policy on contract termination?

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Our contracts specify the terms for termination, including notice periods and any fees that may apply. Please review your contract or contact us for detailed information.

How do I make a payment?

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Payments can be made via bank transfer, e-transfer, or cheque. You will receive detailed instructions for payment methods along with your invoice. If you have any specific requirements, let us know!

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