Straight answers to the questions we're asked most — about our services, security, recovery, support and your account.
We are a managed IT and security provider (MSP) specialising in three areas: cyber security and monitoring, rescue and incident response, and data recovery. We also deliver managed IT, helpdesk, backup & disaster recovery, compliance audits, penetration testing and security training.
Yes. Most of our clients are small to mid-sized organisations — from start-ups and professional practices to mid-market companies with several hundred users. Engagement sizes and scope are agreed individually.
Absolutely. You can take a single service such as a one-off security audit, penetration test or data recovery job, or bundle several services into a managed engagement.
Most work is delivered remotely, but our engineers also attend client sites when required — for recovery work, hardware replacement, or incidents where physical access is needed.
Our Security Operations Centre continuously collects and correlates events from your systems, triages alerts in real time and takes action on your behalf — investigating suspicious activity, containing threats and keeping you informed. You get human analysts, not just dashboards.
Traditional antivirus detects known malware. Managed Detection and Response (MDR) adds behavioural detection, threat hunting and active response — a team that investigates alerts and stops attacks that signature-based tools miss.
Yes. We run gap analyses against Cyber Essentials, Cyber Essentials+, ISO 27001 and GDPR, and provide the evidence and remediation support to get you certified or assessed.
Typical onboarding is 2–4 weeks depending on estate size: discovery, deployment of endpoint agents and log sources, tuning of alert rules, then go-live. Urgent security concerns can be accelerated.
Do not pay, do not shut everything down uncoordinated, and do not delete evidence. Isolate the affected systems from the network where safe to do so, and call our rescue line immediately so we can contain and investigate while evidence is preserved.
Our response target for critical incidents is under 15 minutes from the first call to engineer engagement, and containment activity starts immediately. Full recovery time depends on the scale and nature of the incident.
Yes. During an incident we co-ordinate with your team and any other providers. Where necessary we can operate independently while preserving evidence and keeping everyone informed.
Yes. After a data breach we help you determine notification obligations — for example to the ICO or other regulators — and support you in preparing any required communications to clients and staff.
Deleted files, formatted or corrupted drives, failed RAID arrays, crashed hard drives and SSDs, corrupt databases, encrypted (e.g. ransomware) data, and data from failed servers and virtualised environments.
No. If a drive is making clicking or grinding noises, power it down and stop using it. Continued use can cause further physical damage and reduce the chance of recovery. Send it to our lab in that condition.
Physical recovery work is typically quoted as a no-recovery, no-fee engagement after our free diagnosis. We are transparent about the likelihood of success before work begins.
In some cases, yes — depending on the ransomware family, whether decryption keys or tools exist, and the state of your backups. Our team assesses the options before recommending a path.
Open a ticket from your client area, email support@serverexperte.net, or call +44 (0) 20 3468 1714. For an active emergency use the Emergency link — those calls route directly to the rescue line.
Response targets are agreed in your contract and depend on priority. As a guide: critical/emergency is engaged within minutes, high priority within one business hour, and standard requests within one business day. These are measured and reported monthly.
Managed services are billed monthly or quarterly in advance, by invoice. One-off projects and recovery work are quoted as a fixed price or on a time-and-materials basis before we start. Invoices are payable within the period stated.
Yes. Audits, penetration tests, hardening projects and recovery work can all be quoted as fixed price once we understand the scope. We will never surprise you with costs you have not approved.
Anyone can register to track enquiries and open support tickets. Managed clients are invited to full client accounts. See our Account Registration Policy for details.
Use the "Forgot password?" link on the login page. You will receive an email with a secure reset link. If the email does not arrive, check spam and confirm we have your current address.
Yes. If you need colleagues to access the same client area, contact us and we can set up additional sub-accounts or contact permissions for your organisation.
Yes. We treat all client information as confidential and process personal data in line with our Privacy Policy. Access to your systems and data is limited to the engineers who need it for your engagement.
Ask us directly — every enquiry is handled by an engineer, not a bot.
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