FAQ
Frequently Asked Questions
Answers to the most common questions London businesses ask ITSL about IT support, software, AI and pricing.
Software & Apps FAQs
How much does custom software development cost in London?
Bespoke software projects are quoted individually based on scope, but most small business web applications from ITSL start from a few thousand pounds, with ongoing support available on a monthly plan. Book a free consultation for an accurate quote.
How long does it take to build a business web application?
A focused first version typically takes 4–10 weeks depending on complexity, with larger systems delivered in phased releases so you get value earlier.
Can ITSL take over or extend an existing system?
Yes. We regularly inherit existing codebases and databases, audit them, and extend or rebuild parts of the system without disrupting your day-to-day operations.
What programming languages does ITSL use for software development?
ITSL builds primarily with Python, PHP and JavaScript/Node.js on the back end, paired with MySQL or PostgreSQL databases, choosing the right combination for your project rather than a one-size-fits-all stack.
Will I own the source code for software ITSL builds?
Yes, ownership of the software and its source code transfers to you once the agreed contract is paid in full, consistent with the ownership terms on our pricing page.
Should my business build a native app or a cross-platform app?
If you need to launch on both Android and iOS with a limited budget, Flutter cross-platform development is usually the better choice. If performance or deep device integration is critical, native Android development can be worth the extra cost. We advise on this during your free consultation.
How much does mobile app development cost?
Costs vary by feature set and platform, so ITSL quotes mobile app development separately after a short scoping call. A simple booking or ordering app costs considerably less than a full marketplace platform.
Does ITSL handle app store submission?
Yes, we manage the entire submission process for Google Play and the Apple App Store, including store listings, screenshots, privacy declarations and review responses.
Can ITSL update an existing mobile app rather than building a new one?
Yes, we regularly take over existing Android or Flutter apps, audit the codebase, and add features or fix issues without needing to rebuild from scratch.
Does ITSL handle ongoing app maintenance after launch?
Yes, post-launch support for updates, bug fixes and operating system compatibility is available as an ongoing plan alongside the initial build.
Can ITSL migrate our database without losing data?
Yes. We run a full backup and validation process before, during and after any migration between platforms such as MySQL, PostgreSQL and Firebase, so data integrity is checked at every stage.
Why is our business database running slowly?
Slow databases are usually caused by missing indexes, poor query design or data that has outgrown the original schema. ITSL audits the database first to identify the exact cause before recommending a fix.
Do you offer ongoing database management, not just one-off fixes?
Yes, ongoing database monitoring and management is available as part of our IT support and managed service plans.
Can ITSL manage a database that another developer originally built?
Yes, we regularly take over databases built by previous developers, auditing the schema and data before making any changes.
How often should a business database be backed up?
Most business databases benefit from daily automated backups at minimum; ITSL agrees the right schedule based on how frequently your data changes.
Does my small business need a custom CRM or can I use off-the-shelf software?
Off-the-shelf CRM software works well for many small businesses, but a custom CRM from ITSL is worth considering once generic software starts forcing your team to work around its limitations rather than the other way round.
Can ITSL integrate a CRM with our existing website and email?
Yes, ITSL builds CRM systems that connect directly to your website enquiry forms, email and phone systems, so new leads and customer interactions are captured automatically.
How much does custom CRM development cost?
CRM development is quoted individually based on the complexity of your sales process and the integrations you need. Book a free consultation with ITSL for an accurate quote.
Can ITSL migrate our data from an existing CRM or spreadsheet?
Yes, we plan and carry out data migration from spreadsheets or existing CRM platforms as part of the build, checking data integrity throughout.
Can multiple team members use the CRM with different permissions?
Yes, we set up team accounts with permissions matched to each role, so staff only see the leads, customers and reports relevant to them.
AI & Data FAQs
What is AI integration and does my business need it?
AI integration means adding AI-powered features, such as automation or intelligent search, into software you already use. Most small businesses benefit most from one or two well-chosen integrations rather than a full AI overhaul, which is what ITSL recommends after reviewing your operations.
Is it safe to integrate AI with our existing business data?
When implemented correctly, yes. ITSL designs AI integrations with data privacy and access control in mind, and explains clearly what data is used and where it is processed before anything goes live.
How do I know if my business is ready for AI?
Businesses with clear, repeatable processes and reasonably organised data tend to see the fastest results from AI. ITSL runs a short assessment during your free consultation to give you an honest answer.
Does ITSL build custom AI models or only integrate existing AI tools?
Both. We integrate proven AI tools and APIs where they fit your existing systems, and build bespoke AI solutions when your business needs something more tailored than an off-the-shelf product can offer.
Can AI be added to our current website without rebuilding it?
In most cases yes — AI features such as search, chat or content tools can be layered onto an existing website or application rather than requiring a full rebuild.
How long does an AI integration project typically take?
A single, well-scoped AI integration typically takes 2–4 weeks, while a bespoke AI solution takes longer depending on complexity and data readiness.
Does ITSL provide ongoing support after an AI feature goes live?
Yes, ongoing monitoring and refinement is available so the AI feature continues to perform accurately as your data and business change.
Do we need a data scientist in-house to use machine learning?
No. ITSL handles the model building, testing and deployment, and hands over clear reporting your team can act on without needing in-house data science expertise.
How much data do we need before machine learning is worthwhile?
It depends on the use case, but many predictive projects can start with as little as 6–12 months of transaction or customer history. We assess this honestly before recommending a project.
What is a recommendation engine and would it help my business?
A recommendation engine suggests relevant products, content or actions to each customer based on past behaviour. It typically helps most for businesses with a reasonably large product or content catalogue.
What data format does ITSL need to build a predictive model?
We can typically work with exports from your existing systems, such as CSV files from a CRM, ecommerce platform or booking system, and advise on cleaning it up if needed.
How is the accuracy of a machine learning model measured?
We report model accuracy against historical outcomes before deployment, and continue to monitor performance afterwards so predictions stay reliable as your business changes.
What data sources can be combined into one dashboard?
ITSL commonly combines website analytics, sales or booking systems, social media insights and finance data into a single business intelligence dashboard, depending on what your business already uses.
Do we need a data analyst on staff to use this service?
No, the dashboards and reports are built to be readable by non-technical managers, with training included so your team can use them confidently.
How is AI used in the analytics service?
AI is used to surface trends, outliers and forecasts automatically within your dashboard, rather than requiring someone to manually spot them in raw data.
Can the dashboard update automatically or does someone need to refresh it?
Where your data sources support it, ITSL connects the dashboard to update automatically, removing the need for manual refreshes.
Can I access the dashboard on my phone?
Yes, the dashboards we build are accessible on desktop and mobile so you can check performance wherever you are.
Can a chatbot handle WhatsApp customer service for my business?
Yes. ITSL builds WhatsApp chatbots connected to your WhatsApp Business number that can answer common questions instantly and hand more complex conversations to your team.
Can ITSL build an Instagram chatbot for direct messages?
Yes, we build Instagram chatbots that respond to DMs and comments automatically, using answers trained on your business information.
Will the chatbot sound robotic or generic?
No, we write and train each chatbot on your specific business details, tone of voice and frequently asked questions rather than using a generic script.
How long does it take to set up a chatbot?
A single-channel chatbot, such as a website widget, typically takes 1–2 weeks to script, connect and test; multi-channel setups take longer.
Can the chatbot be updated later as our business changes?
Yes, we can update the chatbot's scripted answers and handover rules at any time as your services, pricing or FAQs change.
IT & Infrastructure FAQs
What does IT support include for small businesses?
ITSL's IT support typically includes helpdesk assistance, remote troubleshooting, network setup, device management and basic cybersecurity, with on-site visits available when remote support is not enough.
How much does IT support cost for a small business in London?
IT support pricing depends on the number of users and devices covered. ITSL's managed plans start from £499 per month — see the pricing page for full package details or book a free consultation for a tailored quote.
Do you offer remote IT support or only on-site visits?
Both. Most day-to-day issues are resolved remotely for speed, with on-site visits available across London and Essex for hardware or network problems that need a hands-on fix.
What is included in ITSL's response time for IT support?
Response time targets are agreed as part of your support plan and depend on the package chosen, with priority response available on higher-tier packages.
Can ITSL support a mix of Windows and Mac devices?
Yes, our IT support covers both Windows and Mac devices, as well as mobile devices used for business purposes.
How is help desk support different from general IT support?
Help desk support adds a formal ticketing layer on top of general IT support, so every issue is logged, tracked and reported on, giving better visibility for teams with ongoing or recurring IT needs.
How do we raise a ticket with the ITSL help desk?
Tickets can be raised by phone, email or through the help desk system depending on your agreed support plan, and each one is tracked from report to resolution.
Can help desk support cover multiple office locations?
Yes, our help desk support scales across multiple sites in London, Essex and Greater London under a single support agreement.
Can we see all open tickets in one place?
Yes, the help desk system gives your team visibility into open, in-progress and resolved tickets, not just the ones you personally raised.
Is there a limit to how many tickets we can raise?
No, ticket volume is not capped — response time priority is what varies between support packages, not the number of tickets you can raise.
Which cloud platform is best for a small business, AWS, Azure or Google Cloud?
It depends on your existing tools and budget — Firebase and Google Cloud often suit businesses already using Google Workspace, while AWS and Azure suit more complex or enterprise-integrated systems. ITSL recommends a platform after reviewing your specific setup.
How much does cloud migration cost for a small business?
Cloud migration is quoted based on the systems being moved and their complexity. A free consultation with ITSL gives you a clear, itemised quote before any commitment.
Will moving to the cloud cause downtime for my business?
We plan migrations to minimise downtime, often carrying out the move outside business hours and testing thoroughly before switching over fully.
Can ITSL manage our cloud hosting on an ongoing basis, not just the migration?
Yes, ongoing cloud management and monitoring is available as part of our IT support plans after the initial migration.
What happens to our old on-premise servers after migrating to the cloud?
We advise on a safe decommissioning plan for old hardware once your cloud migration is complete and verified, or repurposing it where appropriate.
What is included in an IT systems audit?
An ITSL systems audit reviews your current software, hardware, network and security setup, identifying risks, inefficiencies and outdated technology, with a written report of findings.
How much does IT consulting cost for a small business?
IT consulting is typically quoted as a fixed-fee audit or included within our ongoing managed IT support plans, depending on the depth of review needed.
Is IT consulting only useful for larger businesses?
No, small businesses often benefit the most, since a single well-prioritised change — such as consolidating software subscriptions or fixing a security gap — can have an outsized impact relative to company size.
How long does an IT systems audit take?
A typical systems audit takes 1–2 weeks depending on the number of systems and locations involved, followed by a written report of findings.
Will ITSL implement the recommendations from the audit, or just advise?
Both options are available — ITSL can implement the recommended changes directly, or work alongside your existing team as an advisor.
What is VoIP and why would a small business switch to it?
VoIP (Voice over Internet Protocol) lets businesses make and receive calls over the internet instead of a traditional phone line, typically at lower cost and with more flexibility for remote or multi-site teams.
Can we keep our existing business phone number with VoIP?
In most cases yes, ITSL manages the number porting process so your existing business number transfers across to the new VoIP system without disrupting customer calls.
Does VoIP require special hardware?
VoIP can run on existing computers, mobile apps or dedicated VoIP handsets, and we recommend the right setup based on how your team works.
How many phone lines can a VoIP system support?
VoIP systems scale easily from a single line to many, so the setup can grow with your team without new physical phone lines being installed.
What happens to our VoIP calls if the internet goes down?
Most VoIP systems support call forwarding to a mobile number during an outage; we configure this failover as part of your setup.
Do I need cloud backup for my small business?
Yes, most small businesses benefit from cloud backup because it protects data off-site from local risks such as theft, fire or hardware failure, and allows faster recovery than physical backup drives alone.
How often should business data be backed up?
Critical business data is typically backed up daily, though some systems benefit from more frequent backups. ITSL agrees the right schedule based on how often your data changes.
What is the difference between backup and disaster recovery?
Backup is the copy of your data; disaster recovery is the documented plan for restoring systems and continuing operations after an incident. ITSL sets up both together.
How long does it take to restore data from a backup?
Recovery time depends on the volume of data and system involved; ITSL documents expected recovery times as part of your disaster recovery plan.
Are backups stored securely and encrypted?
Yes, ITSL configures backups with encryption in transit and at rest, and restricts access to authorised team members only.
Can ITSL migrate our business email without losing old messages?
Yes, we plan email migrations to carry across existing mailboxes, folders and history wherever the source and destination platforms support it.
How do you secure business email against phishing?
We configure authentication records, spam filtering and account security settings, and advise your team on recognising common phishing attempts.
Can you set up email for a new business domain?
Yes, we handle full setup of professional business email on a new or existing domain, including shared mailboxes and calendars where needed.
Can ITSL set up shared mailboxes for departments like sales or support?
Yes, we set up shared mailboxes, distribution lists and calendars alongside individual accounts as part of your email setup.
Does ITSL manage new starters and leavers for business email?
Yes, setting up new accounts and securely removing access for leavers is handled as part of our ongoing IT support plans.
Marketing & Web FAQs
How much does a business website cost in the UK?
Business website costs in the UK vary widely, but ITSL's packages start from £499 per month with no setup fee, covering design, hosting arrangements and ongoing support — see the pricing page for full details.
How long does it take to build a business website?
A one to three page business website typically takes 2–4 weeks, while larger multi-page websites take longer depending on content and complexity.
Will my new website be optimised for Google from launch?
Yes, on-page SEO fundamentals — including titles, meta descriptions, heading structure and Google Business Profile alignment — are built into every website ITSL delivers, not added as an afterthought.
Can ITSL redesign an existing website rather than building a new one?
Yes, we regularly redesign existing websites, carrying over the content and branding you want to keep while improving structure, speed and SEO.
Will my website work properly on mobile phones?
Yes, every website ITSL builds is fully responsive and tested across mobile, tablet and desktop breakpoints before launch.
How much does SEO cost for a small business in London?
SEO is included within ITSL's Growth package and above, starting from £999 per month, or can be scoped separately depending on how competitive your industry and keywords are.
How long does SEO take to show results?
Most businesses start seeing measurable improvement in local rankings within 2–4 months, with stronger competitive terms typically taking 6 months or more.
What is local SEO and why does it matter for a London business?
Local SEO improves your visibility for searches like "IT support near me" or "web design London", which matter most for businesses that primarily serve customers in a specific area.
Does ITSL guarantee first-page Google rankings?
No reputable SEO provider can guarantee specific rankings, since Google's algorithm is outside anyone's direct control — ITSL focuses on the on-page, technical and local factors proven to improve visibility over time.
Do I need to sign a long contract for SEO?
SEO is included within our Growth, Premium and Ultra Premium packages, each on a 3-month contract as detailed on the pricing page, reflecting the time SEO genuinely takes to show results.
How many social media posts do I need per month?
It depends on the platform and package, but ITSL plans typically range from 4 posts a month on the Starter package up to 30 posts a month on Ultra Premium — see the pricing page for full details.
Which social media platforms does ITSL manage?
We manage content across Instagram, Facebook, LinkedIn, TikTok and Google Business Profile, choosing the right mix based on where your customers actually are.
Do you write and design the content, or do we need to provide it?
ITSL creates the content as part of the service, though we are always happy to incorporate photos, offers or announcements you provide.
Do we need to approve content before it is posted?
Yes, we can build an approval step into the content calendar so you review and sign off posts before they go live, if you prefer that workflow.
Can ITSL manage our Google Business Profile as well as social media?
Yes, Google Business Profile management is included from the Growth package upwards, alongside our social media management service.
What is included in a one-off social media setup?
ITSL's social media setup includes creating and optimising profiles on the platforms you choose — such as Instagram, Facebook, LinkedIn, TikTok and Google Business Profile — with consistent branding and complete business information.
Is social media setup different from social media management?
Yes, setup is a one-off service to create and optimise your profiles correctly, while social media management is the ongoing service that creates content and posts regularly afterwards.
Can you set up Google Business Profile for my company?
Yes, Google Business Profile setup and optimisation is included in our social media setup service and is essential for local search visibility.
How long does social media profile setup take?
A full set of profiles across Instagram, Facebook, LinkedIn, TikTok and Google Business Profile is typically ready within a few working days.
Do you need our logo and branding to set up our profiles?
Yes, we ask for your logo and any existing brand guidelines up front so profiles are consistently branded from day one; we can advise if these do not exist yet.
Pricing FAQs
How much does managed IT support cost in London?
ITSL's managed IT support is included from the Starter package at £499 per month, with more comprehensive priority and on-site support included in the Growth, Premium and Ultra Premium packages.
Is there a setup fee for any package?
No, none of ITSL's four packages charge a setup fee. Growth, Premium and Ultra Premium include a 2-week free trial before a 3-month contract begins, while Starter has no free trial and requires a 3-month contract signed before work starts.
Do we own the website once it is built?
Yes, ownership of the website, design assets and setup transfers to you after full payment of the agreed contract.
Which ITSL packages include a free trial?
Growth, Premium and Ultra Premium all include a 2-week free trial before the 3-month contract begins. The Starter package does not include a free trial and starts with a 3-month contract.
Still have a question?
Book a free consultation and ask us directly.