Frequently Asked Questions

Active task time is the time spent directly working on your requests — troubleshooting, configuring accounts, coordinating with vendors, writing SOPs, monitoring inboxes, or managing tickets. It does not include administrative overhead like scheduling, invoice processing, or onboarding documentation.

No — hours are allocated monthly and reset at the start of each billing cycle. This keeps the service sustainable and ensures reserved capacity is available for your team each month. If you consistently use fewer hours than your plan allows, we can discuss right-sizing your tier.

If your team exhausts the monthly hours included in your plan, additional work is billed at your tier's overage rate in 15-minute increments:

• Tier 1 — Essentials: $65/hr
• Tier 2 — Systems Support: $60/hr
• Tier 3 — Command Plan: $55/hr

You will be notified before overage begins so you can decide whether to proceed or defer the work.

Plans are month-to-month — no long-term contract required. We ask for 30 days written notice to cancel or change tiers so we can wind down any open tasks cleanly.

Getting started is a three-step process:

• Step 1 — Discovery Call: A 30-minute conversation to understand your team, tools, and pain points.
• Step 2 — Scope & Proposal: We confirm your tier, document your environment, and agree on scope.
• Step 3 — Kickoff: Account access is set up securely and your first month of support begins.

Most clients are fully onboarded within 3–5 business days.

Custom engagements are available. If you need a mix of services from multiple packages, or have a specific project (such as a full knowledge base build or a one-time security audit), reach out and we'll put together a scoped proposal.

Primary platforms include Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Microsoft Entra ID (formerly Azure AD) and Active Directory, Windows OS devices, and standard mobile platforms for MDM. For scheduling and logistics, we work with Buffer, Metricool, Hootsuite, ServiceNow, Jira, Trello, Notion, and Google Drive. Mac and Google Workspace support is available — ask during onboarding.

Yes — Mac device support and Google Workspace administration are available. Please mention your environment during the discovery call so we can confirm scope and ensure the right tier is matched to your needs.

End-user connectivity support means troubleshooting why your laptop can't connect to Wi-Fi, why your VPN isn't working, or why your team can't reach a cloud application. It does not include reconfiguring routers, managing firewall rules, diagnosing ISP backbone issues, or network architecture design — those require an on-site network engineer or ISP escalation.

Onboarding covers: email account creation, Microsoft 365 license assignment, permission and group configuration, and MDM enrollment where applicable.

Offboarding covers: immediate account suspension, license revocation, access removal from shared drives and apps, and documented confirmation.

It does not include HR processes, equipment shipping, or exit interviews.

Vendor liaison means acting as your technical point of contact with software providers, ISPs, and hardware vendors — opening tickets, troubleshooting, escalating, and following through to resolution.

It does not include contract negotiation, billing disputes, legal matters, or procurement decisions. Those remain with you as the business owner.

TaskPilot can set up and enforce MFA, review and tighten permissions, conduct access audits, apply software patches, and investigate unusual account activity.

We do not manage physical security, conduct penetration testing, provide compliance certifications (SOC 2, HIPAA), or serve as your legal data protection officer.