Frequently Asked Questions
Clear answers about Orbiwest services, scope and how engagements are handled.
What is the difference between an MSP and an MSSP?
An MSP focuses on operating business technology such as help desk, endpoints, cloud, networks and infrastructure. An MSSP focuses on operating security controls, monitoring and risk-reduction activities. The scopes can be separate or combined.
Does the customer keep administrator access?
Authorized customer contacts keep the agreed access to customer-owned systems. High-privilege access is still controlled using MFA, least privilege and separate administrator roles where appropriate.
Do you provide both remote and on-site support?
Yes, depending on scope, location and type of work. Many user and cloud issues can be handled remotely; infrastructure, camera/access or physical troubleshooting may require on-site support.
Can Orbiwest work alongside internal IT?
Yes. Co-managed IT can provide escalation, endpoint operations, projects, infrastructure work or additional capacity without replacing the internal team.
Can you help with a one-time project?
Yes. Projects can include firewall replacements, network cleanup, wireless changes, Microsoft 365 work, server changes, camera/NVR projects, access-control integration and other defined technology work.
Do you support cameras and NVR systems?
Yes, when included in the engagement. This can include IP cameras, PoE/networking, NVR/VMS configuration, recording, retention, remote viewing, troubleshooting, firmware and supported AI analytics.
Do you support door access, cards and key fobs?
Yes, by platform and scope. Orbiwest can assist with controllers/readers, access levels, schedules, RFID cards, key fobs, supported mobile credentials, intercom integration and network connectivity.
Do you install door hardware or electrical wiring?
Some physical or code-regulated work may require appropriately licensed or qualified trades. Orbiwest can coordinate the IT/network/configuration/integration portions and work with the relevant installer when needed.
Do you only work with one firewall or cloud vendor?
No. Recommendations depend on the existing environment, supportability, business requirements, licensing and the scope of the engagement.
Can you assess our environment before ongoing support?
Yes. An assessment can review users, endpoints, network, identity, documentation, backup, security and recurring operational issues before an ongoing service is defined.
Do you provide cybersecurity services?
Yes. Services can include identity/MFA hygiene, endpoint-security coordination, access review, patch/configuration hygiene, firewall/network hardening, email-security controls, vulnerability remediation and recovery readiness.
Do you provide backup and disaster recovery?
Orbiwest can review and support backup/BCDR systems when included in the engagement, including coverage, alerts, retention, restoration ownership, recovery priorities and restore testing.
Do you publish a blanket response-time guarantee?
No. Response and service commitments should be defined in the applicable service agreement or project scope instead of advertised without context.
Are vendor names on this site partnerships or certifications?
No unless explicitly stated. Platform names on the site describe representative technical experience and do not imply partnership, certification or endorsement.
Does Orbiwest provide AI services?
Yes. AI work can include readiness and use-case planning, Microsoft Copilot, private knowledge assistants, workflow automation, AI agents, data integration and governance. We start with the business process and the data involved instead of adding AI for its own sake.
Can you help us use Microsoft Copilot safely?
Yes. Copilot readiness can include licensing, pilot planning, SharePoint and OneDrive permission review, data-governance concerns, adoption guidance and user support. The permissions already present in Microsoft 365 matter before Copilot is enabled.
Do you support environmental and building sensors?
Yes, by platform and scope. Examples include server-room temperature and humidity, water-leak detection, door/contact sensors, motion, air-quality readings, occupancy, cold-storage probes and other supported facility sensors. We can also route alerts into email, Teams, ticketing or nearby camera workflows.
Can Orbiwest support organizations outside Chicago?
Yes. Managed services, cloud, cybersecurity, AI/automation, assessments and many projects can be delivered remotely across the United States. On-site work outside Chicagoland depends on the location, travel requirements and project scope.
Do you handle structured cabling and door hardware?
Orbiwest can design the technology requirements, network placement, labeling, testing expectations, configuration and integrations. Work that is code-regulated or requires a specific electrical, alarm, low-voltage, permitting or door-hardware license is coordinated with an appropriately qualified provider.
Can you work with AWS, Google Cloud or non-Microsoft platforms?
Yes, where the project and available expertise fit. Orbiwest's strongest public positioning is Microsoft 365, Azure, Entra and Intune, but cloud, SaaS and infrastructure projects can be scoped across other platforms when appropriate rather than forcing a Microsoft-only answer.
Need a clearer, more supportable technology environment?
Tell us what is not working, what needs to improve, or what project you are planning.