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IT Support FAQs

What is Managed IT Support?

Managed IT support is the process of outsourcing your IT infrastructure to a third-party organisation, such as Breakwater. Our team becomes an extension of yours. Managing everything from software installation, hardware monitoring and offering technical support when things don’t quite go right.

What size businesses and sectors do you support?

We support established businesses with 10 or more employees across all sectors. We currently support clients in tourism, charity, retail, professional services and much more.

Do you only support Norfolk-based businesses?

Nope! Whilst the majority of our clients are local, we also support businesses across the UK! Our service is focused on remote support. This allows us to minimise downtime with instant fixes, rather than you waiting for an engineer.


However, if and when you need us onsite, we’ll be there.

Cyber Security FAQS

What is Cyber Security?

Cyber security is a means of protecting networks, systems, and programs from digital attacks. These attacks are designed to be disruptive. Aimed at stealing, changing, or destroying sensitive data. Often, attacks are used for financial gain by holding data or networks to ransom.

What is Multi-Factor Authentication (MFA)?

Multi-factor authentication(MFA) is a process that requires two or more verification factors when attempting a login. For example: entering a password and an MFA app code.


Learn more here.

What is Two-Factor Authentication (2FA)?

Two-factor authentication(2FA) is a process that requires two verification factors when attempting a login. For example: entering a password and a text message code.


Learn more here.


What Is a Password Manager?

A password manager is a site or app which stores your passwords in one place. You will need to log in to your password manager before using it. But this is the only password you’ll need to remember.


When logged in to a password manager on a web browser, you can add extensions to autofill your login credentials on sites. You can also store other login credentials. Password managers can also create random, unique passwords for you. Learn more here.

What is Phishing?

Phishing is a form of cybercrime which targets victims by email, SMS or telephone. Criminals will pose as legitimate organisations to trick you into revealing sensitive data, such as bank details or passwords. This then results in identity theft or financial loss.

What is Ransomware?

Ransomware is a type of infectious software designed to prevent you from accessing your files, databases, and applications until a request is fulfilled; this is typically a payment to the attacker.


What is Zero Trust?

Zero trust is a strategic approach used by organisations. It includes both employee attitude and security policies put in place. The attitude side encourages employees to validate every action they take, such as clicking on links in an email. The security policies may include restricting access to data or applications without certain validation, such as multi-factor authentication.


Learn more here.

What is Social Engineering?

Social engineering is the social, or human side of cyber security. It is easier for criminals to manipulate a human than to try and hack software or devices. So rather than attacking technology, criminals exploit the users of the technology to get what they want. Social engineering can be done through a variety of methods. This includes phishing emails, phone calls or text messages, and in-person.


Learn more here.

Microsoft 365 FAQs

Will Microsoft Office Work on a ChromeBook or Apple MAC?

Yes to both! On a ChromeBook, this will be via a web browser using Office on the Web. With a MAC, you can install the Office applications.

What is Microsoft Teams?

Microsoft Teams is primarily a business communications platform. It’s part of the Microsoft 365 family of products. Teams offers a range of collaboration methods, including chat, video conferencing, file storage, app integration and a VoIP telephony system.

What is Microsoft Azure?

Microsoft Azure, is a cloud computing service designed for building, testing, deploying, and managing applications and services through Microsoft-managed data centers.

What is OneDrive?

OneDrive is a file hosting system that connects and synchronises all your files.

What is Microsoft Forms?

Microsoft Forms allows you to create surveys, polls, and quizzes. This can be done via Office on the web or through Microsoft Teams.


Watch our video ‘How to Use Microsoft Forms’ to find out more about the platform and how it works.

Watch here.

What is Copilot?

Copilot is Microsoft’s AI assistant. It can answer your questions, help you create content and help you keep on top of your work by giving you summaries of chats, meetings and more.


Read more here.

Microsoft Teams FAQs

What is Microsoft Teams?

Microsoft Teams is primarily a business communications platform. It’s part of the Microsoft 365 family of products. Teams offers a range of collaboration methods, including chat, video conferencing, file storage, app integration and a VoIP telephony system.

Where is Microsoft Teams Data Stored?

Data from Microsoft Teams is stored in SharePoint. It can be accessed through your Files tab in Teams or through file explorer if it has been synced from Teams.

How Does Microsoft Teams Work?

Microsoft Teams has many components, from chat to file collaboration. We have put together an introductory video series on how to use Microsoft Teams.


Watch here.

Can you join a Teams meeting without an account?

Yes. You can click on the meeting link sent in the email to join. The Teams meeting will then open in a web browser for you to join. You do not need to download the application – however, some features may be unavailable for browser only.

What is Microsoft Teams Premium?

Microsoft Teams Premium is an add-on licence for Microsoft Teams. Whilst Microsoft Teams is still included in the Business Basic, Business Standard and Business Premium licences, Teams Premium is an additional licence with an additional cost.


Read more here.

The Cloud FAQs

What is the Cloud?

Cloud computing delivers a range of services over the Internet. These include servers, storage, software and analytics.


Rather than storing data or applications on your physical device storage, you access them via the internet.

What are the Benefits of Moving to the Cloud?
  • Cost-effective: decrease in power usage, maintenance and upgrade costs
  • Scalable: easily ramp your systems up or down to accommodate changing needs
  • Economical: less storage and rack space required
  • Managed: proactive system monitoring
  • Secure: robust backup and disaster recovery
  • Mobile: supports your workforce from any device, time or place
  • Collaborative: easy to share, edit and save documents and projects
  • Integrated: applications work with each other, creating new efficiencies.
What is SaaS?

SaaS stands for software as a service. SaaS is cloud-based software, typically licensed on a subscription model. It is managed from a central location and accessible over the internet. Examples of SaaS include Microsoft Office 365, Dropbox, Salesforce and MailChimp.

Telecoms FAQs

What is VoIP?

VoIP stands for Voice over Internet Protocol. Essentially, your voice communications are delivered over the internet using the cloud. A VoIP system can be accessed from anywhere, as long as you are connected to the internet.

What is a Softphone?

A softphone is an application that sits on your PC, laptop or mobile. It allows you to make calls using your internet connection or data and eliminates the need for a physical desk phone, giving you more flexibility in taking work calls.

What Is Needed for a VoIP Telecoms System?

To install a VoIP system in your office, you will need a strong internet connection. If you want to take your VoIP system mobile, you’ll need to ensure that you have a strong Wi-Fi connection or 3G/4G/5G, as well as a good data plan.

Will VoIP Work if the Internet is Down?

Yes, depending on your setup. If you’re using your VoIP system on a mobile phone, and your internet is down, it will use your mobile data.


Alternatively, the calls can instantly divert to multiple numbers anywhere in the world.

Can a VoIP System be hacked?



However, at Breakwater we apply a fraud protection spend limit as standard. If this limit is hit, an automatic ticket is raised with our service desk.