Frequently Asked Questions

About Our Services

When you partner with Xperts Unlimited, we become your dedicated IT department, handling everything from helpdesk support and software updates to cybersecurity monitoring and incident response to strategic planning. This means your systems are being proactively monitored daily, threats are being identified and neutralized before they become problems, and your team has a quick-response support team to contact when something goes wrong. With Xperts Unlimited, you will also have a dedicated engineer, a real person that understands your environment to reach out to when you need. You’re not submitting tickets into a void but rather working with a team that knows your environment and not only responds quickly but has an unrelenting focus on resolving the issue.

Both. Most issues can be resolved quickly by remoting securely into your systems, which means faster response times for your team. However, for situations that require hands-on work like hardware installations, office moves, and network infrastructure changes, we come to you. Unlike many MSPs, this is typically included in our service plans. We offer onsite support for businesses all throughout Southern California, Central California and throughout the United States.

Our three plans are designed to match where your business is today and where it’s headed:

  • Core ($129/user/month) – Smaller organizations without an IT department that need ESSENTIAL security + proactive monitoring, support & management
  • Advanced ($189/user/month) – Growing organizations, with or without an IT department, that need ADVANCED security + proactive monitoring, support & management
  • Elite ($259/user/month) – Organizations, with or without an IT department, that need ELITE security (due to industry or compliance requirements) + proactive monitoring, support & management

Absolutely. Many of our clients have an internal IT person or small team who handles certain day-to-day tasks but need deeper expertise in cybersecurity, infrastructure, or strategic planning. We work with your team to collaborate on how to best utilize their expertise and ours for maximum return on your technology investment. By properly aligning resources between your internal team and ours, we fill in the gaps, mitigate risks and provide the quickest support when needed

We focus on businesses with 25 to 200 employees in Southern California. Companies in this range are large enough to have real IT complexity but typically don’t have the budget or need for a full internal IT department. It’s a sweet spot we know well, lean into and have excelled at serving confidently over the years. Unlike big MSPs, we’re not looking for larger and larger clients, but embracing the challenges small and midsized companies to guide them through and accelerate their business growth

Pricing & Contracts

We charge a flat monthly fee per user, which makes budgeting predictable. There are no surprise bills at the end of the month for routine support or standard projects. Our plans start at $129/user/month and scale based on the level of cybersecurity coverage your business needs. You can see a full breakdown on our Pricing page.

Yes, we typically charge the equivalent of one month’s service fee to allow proper time and resources for our team to coordinate and plan with your team, integrate our tools and monitoring systems, and prepare your environment for Xperts assume the role as your Cybersecurity and IT team. By properly resourcing the onboarding process, we decrease the likelihood of disruptions and increase the chance of a successful partnership.

Our standard agreement term is 1-3 years, with a more competitive monthly rate for a longer term. If you have a specific requirement outside of that, we’re open to discussing!

Your monthly investment adjusts with you. If you add employees, they’re added to your plan at the per-user rate. If your headcount decreases, we typically account for a minimum monthly amount on the agreement. However, we are your IT partner, so if you experience significant changes, let us know and we can figure out a mutually beneficial path forward!

IT management, monitoring, helpdesk support, and cybersecurity are all covered within your plan. Projects like computer setups, simple migrations, and office moves are also included in your plan. Our philosophy is “if you wouldn’t pay your internal IT person more to do it, then you shouldn’t pay us more to do it.” Larger, one-time projects like server migrations or significant infrastructure upgrades (ones that an internal IT person would not be expected to handle) are typically scoped and priced separately. We’ll always give you a clear estimate and get approval before any project work begins so there are no surprises.

Getting Started & Onboarding

We start with a kickoff call to review expectations and timelines for the onboarding process. Then we conduct a thorough IT assessment of your current environment including infrastructure, security posture, software, user setup, and any existing vulnerabilities. From there, we build a transition plan designed to minimize disruption to your team. Most clients are fully onboarded within 2 weeks. Throughout the process, you’ll have a dedicated point of contact keeping you informed every step of the way.

We’ll guide you through what you’ll need to provide during the kickoff call, but typically we will ask you for access to your current systems, basic documentation if it exists, and a kickoff call with the key stakeholders on your team. If you have an existing IT provider, we also manage the transition from them so it’s seamless for your staff.

We’ve done this many times and have a structured handoff process. We coordinate directly with your outgoing provider to request documentation, transfer credentials, and ensure continuity. Our goal is that your employees barely notice the switch (for example, minimal to no downtime), except that things start working better!

Nothing is touched without your knowledge and approval. Before we make any changes to your environment, we document your current state, ensure backup systems are in place, and communicate the plan to your team. Security and continuity are the first priorities throughout onboarding.

Support & Response

Our standard helpdesk support hours are Monday–Friday, 8:00am–6:00pm PT and 24/7 for emergency support. For emergencies like ransomware, outages, or breaches, we have after-hours and 24/7 support response in place. You would contact our team through the same channels (phone, email or portal) during standard or emergency support hours.

We respond within 15 minutes to all issues. For critical issues like system outages, security incidents, anything that stops your business, the issue is a priority and we deploy necessary resources to resolve the issue quickly.

Your team can reach us by phone, email or through our portal. We aim to make it as frictionless as possible so your people aren’t wasting time trying to figure out how to get help.

One of the things that makes us different from larger MSPs is that you’re assigned a dedicated lead engineer who knows your environment, your team, and your business. However, for quickest response and resolution to simple issues, we recommend contacting our helpdesk support team, but you’ll always have the direct number of your lead engineer when needed.

Cybersecurity

While every security measure can be in place, threats may still find their way through. We treat these incidents as a priority emergency. Our incident response process includes isolating affected systems, assessing the scope of the breach, beginning recovery from clean backups, and communicating with you throughout the process. For clients on our Advanced and Elite plans, we have 24/7 monitoring specifically designed to detect and respond to threats before they escalate.

Antivirus is table stakes in today’s business world. It catches known threats but does nothing for zero-day attacks, insider threats, phishing, or compromised credentials. Our cybersecurity stack includes endpoint detection & response (EDR), multi-factor authentication (MFA) enforcement, dark web monitoring, email security, security awareness training, and SOC monitoring.

Yes. We work with clients in industries where compliance isn’t optional, for example, healthcare, legal, financial services, and defense contracting. We understand what these frameworks require from an IT and cybersecurity standpoint and can help you document controls, implement required safeguards, and prepare for audits.

Yes, human error is the leading cause of breaches, so employee security awareness training is an integral part of all our plans. This includes phishing simulations and training modules. We want your team to be a line of defense, not a vulnerability.

Yes, Xperts Unlimited carries general liability and cyber liability insurance. We also strongly recommend that our clients carry their own cyber liability coverage. In fact, a great place for us to start with is your cyber liability insurance policy to help you understand what carriers typically require from an IT and cybersecurity controls standpoint so you can qualify for better coverage at better rates, or at minimum, ensure you are in compliance with your current policy.

Industries & Geographic Coverage

We have deep experience working with businesses in manufacturing, construction, professional services (legal, financial, accounting), healthcare, and technology. Each of these industries has unique IT and compliance demands, and we’ve built the expertise to match. That said, if your industry isn’t listed, we’re happy to have a conversation; the fundamentals of building a strong cybersecurity foundation and building operational excellence in IT operations is similar across industries. Some industries simply have additional or specific requirements beyond that foundation.

While we have clients throughout the U.S., our primary focus is Southern California and Central California, and we proudly serve these areas:
  • Los Angeles
  • Orange County
  • San Diego
  • Riverside
  • San Bernardino
  • Ventura
  • Santa Barbara
  • San Luis Obispo
  • Kern County
  • Fresno
  • Kings County
  • Tulare County
  • Madera
  • Merced
For clients with multiple locations, we support remote offices and charge a straightforward per location fee that accounts for the resources needed to support the network and infrastructure at any physical location.

We can start with a free 30-minute consultation. There is no commitment and no sales pressure. At minimum, we will provide you with insight, knowledge and perspective on your potential IT path. Even if you don’t select Xperts Unlimited as your MSP, we want to make sure you are armed with the proper information to make the right decision about your technology future.

Still Have Questions?

We’d rather you ask than wonder. Reach out to us directly by calling or texting (424) 436-3355 or sales@xpertsunlimited.com, or schedule a call here. A real person will get back to you, not an automated response system.