What does a typical managed services engagement look like?
We start with a 2-week discovery and onboarding phase — documenting your environment, deploying monitoring tooling, configuring our ITSM platform for your SLAs, and completing runbooks. By week 3, we operate your environment with full SLA coverage while your team retains strategic oversight.
What are your response time SLAs?
Our Professional plan offers 15-minute response for P1 (total outage or critical security incident), 1-hour for P2 (significant degradation), 4-hour for P3 (partial impact), and next business day for P4 (minor issues/requests). Custom SLAs are available on our Premium tier.
Do we lose control of our own environment?
No. You retain full access and administrative rights to everything. We operate alongside your team — you set the direction and approve changes, we handle the day-to-day operations, monitoring, and incident management. Most clients choose a co-management model where internal IT focuses on projects and strategy.
How do you handle Microsoft update releases?
Microsoft releases 2 major Dynamics 365 and M365 update waves per year plus continuous cloud updates. We manage all releases — reviewing release notes, testing in sandbox environments, communicating impacts to your team, and deploying updates in controlled maintenance windows with rollback plans.
Can you take over from our existing managed service provider?
Yes. We handle transitions from other MSPs or from in-house management regularly. Our onboarding process includes a parallel run period where we shadow the existing team before taking full responsibility — ensuring no disruption to your operations during handover.
What reporting do we receive as a managed services client?
Monthly service reports cover: SLA performance, incident volumes and trends, Azure cost summary and savings identified, security events and Secure Score changes, and upcoming Microsoft release impacts. Quarterly Business Reviews with senior Cambay leadership cover strategic roadmap and service evolution.
