Frequently Asked Questions
Answers to the questions our clients ask most - sorted into common categories.
At Atmosphere IT, we believe that good IT support means clear communication – no jargon, no mystery. These FAQ’s (Frequently Asked Questions) bring together the questions we hear most often from clients, along with honest, practical answers. If your question is not covered here, please do not hesitate to get in touch.
General IT Support
We pride ourselves on fast, responsive support. Our average response time is just 28 minutes, and our support packages include a 4-hour SLA. Over the past 6 months we have consistently achieved 100% of our SLA targets. You can reach us by phone, email, or through our remote support tools – whichever is most convenient for you.
We offer both. Most issues can be resolved quickly and efficiently via remote support – we use secure remote access tools to connect to your devices without disrupting your workflow. For situations that require a hands-on approach, our engineers are available to visit your site. We are based in Bracknell, Berkshire, and provide local onsite support to businesses across Berkshire, Buckinghamshire, Surrey, and the wider Southeast of England.
We offer three main support packages – Standard, Premium, and Premium Plus – all on a minimum 12-month contract. Each includes unlimited remote support and a 4-hour response SLA, with higher tiers adding features such as virus protection, Microsoft 365 backup, email security, and cyber security training. For businesses with an existing internal IT team who need additional high-level support, we also offer bespoke packages. Contact us at talk@atmosphereit.co.uk or call 01344 233 233 for a tailored quote.
In many cases, yes – we can diagnose and resolve many issues remotely using our secure support tools, sometimes without interrupting your work flow at all. Our remote monitoring agents even detect and address many problems automatically in the background before you are aware of them. Occasionally, we may need to notify you briefly (for example, to restart a service or confirm something on screen), but we always aim to keep any disruption to an absolute minimum.
IT issues can sometimes recur or appear in a slightly different form, especially where there are underlying software bugs, compatibility conflicts, or pending updates. When we fix a problem, we always aim to address the root cause, not just the symptom. If an issue returns or a new related problem appears, please do not hesitate to contact us – there is no limit on support requests under our packages, and we will investigate thoroughly to make sure it is properly resolved.
It depends on the complexity of the issue, but most everyday problems are resolved within the same support session. Our engineers are experienced across a wide range of scenarios and will always give you an honest estimate as soon as they have assessed the problem. We will keep you updated throughout and let you know if anything is likely to take longer than expected.
Microsoft 365 & Email
Yes, absolutely. Microsoft 365 is at the heart of what we do. We manage Microsoft 365 environments for businesses of all sizes, covering everything from licensing and user management to SharePoint, Teams, OneDrive, Exchange Online, and Azure Active Directory. We are a Microsoft solutions partner and can handle everything from day-to-day administration to complex migrations and deployments.
In Outlook for Mac, go to Tools > Accounts, select your Microsoft 365 account, and click Advanced. Under the Delegates tab, you can add the shared mailbox under “Open these additional mailboxes.”. If you are having trouble, just raise a support request and we will set it up for you.
Shared mailboxes in Microsoft 365 are designed to be accessed through your own account, rather than via a separate login. This is intentional – it means access is controlled centrally, audited properly, and can be granted or revoked instantly by an administrator. Logging in directly with a shared mailbox’s credentials bypasses these controls and can create security and compliance risks. If you need access to a shared mailbox, let us know and we can grant the appropriate permissions to your account.
No – and this is something we strongly advise against. Accessing another person’s account using their credentials is a security risk, a compliance issue, can lead to HR related issues and in many cases a breach of company policy or data protection law. If you need access to a colleague’s mailbox (for example, while they are on leave), the correct approach is to request delegated or shared access. We can grant this in a way that is audited, appropriate, and compliant.
Yes, this is something we handle regularly. We can create new user accounts, assign Microsoft 365 licences, and set up shared mailboxes as part of our managed service. The cost will depend on the type of licence required – for example, a full Microsoft 365 Business Standard licence versus a basic shared mailbox (which in many cases requires no additional licence at all). Get in touch and we will advise on the most cost-effective option for your needs.
This is a common misconception. While Microsoft 365 stores your data in the cloud and has some built-in redundancy, it does not provide a backup. Microsoft’s responsibility is to keep the service running – not to recover data that has been accidentally deleted, corrupted, or lost due to ransomware. For proper protection, we recommend a dedicated Microsoft 365 backup solution using Acronis, which creates independent, recoverable copies of your email, calendar, contacts, and SharePoint data. This is included in our Premium and Premium Plus support packages.
Microsoft has been gradually transitioning users to the new Outlook, and support for Classic (legacy) Outlook will eventually be phased out. Currently, Microsoft will support Outlook Classic until April 2029. Microsoft has indicated that the new Outlook (“One Outlook”) will become the standard going forward. We recommend preparing for the transition sooner rather than later, and we can help make that change as smooth as possible for your team. Get in touch if you would like any guidance or training.
OneDrive sync issues can be caused by several things – a paused or signed-out sync client, file name or path length conflicts, insufficient storage space, or a network connectivity problem. Start by checking the OneDrive icon in your system tray (it should be a blue or white cloud – a red X or pause symbol indicates a problem). Right-click it to see the current status and any error messages. If you cannot resolve it quickly, raise a support request and we will investigate and fix it for you remotely.
Yes – this is exactly the kind of project we love to help with. Whether you are moving from an on-premises server to SharePoint and OneDrive, migrating between Microsoft 365 tenants, or restructuring your shared document libraries in Teams, we have the expertise to plan and execute it carefully. We will make sure your data is migrated securely, your folder structures make sense for how your team works, and your staff know how to use the new setup. Contact us to discuss your project.
Microsoft Teams & Collaboration
In Microsoft Teams, each Team and Channel has a built-in SharePoint document library automatically associated with it. To create a shared document area, set up a new Team (or a new Channel within an existing Team) and use the Files tab at the top of that channel – everything stored there is accessible to all members of that Team. You can also pin folders from SharePoint or sync them to your desktop via OneDrive. We can help you design a structure that suits your organisation and migrate any existing files across.
Security & Passwords
Simple, predictable passwords like “Password”, “123456”, or your company name are commonly tried by cyber criminals. Modern password-cracking tools can test millions of combinations per second, and a weak password offers almost no protection. Strong passwords – or better yet, randomly generated passphrases – are one of the most effective defences against account compromise. Our Premium Plus support package includes 1Password, a business password manager to make this easy for your whole team.
The honest answer is that you don’t have to. A password manager does it for you. Tools like the one included in our Premium Plus package (1Password) store all your passwords securely and fill them in automatically – you only need to remember one strong master password. Alternatively, using a passphrase (three or four random words strung together, such as “correct-horse-3_battery-staple”) is far more secure than a short complex password and much easier to remember. We can help you set up a password manager for your whole team.
Download the Microsoft Authenticator app from the App Store (iPhone) or Google Play (Android). Once installed, sign in with your Microsoft 365 account when prompted, or scan the QR code shown on screen during your account’s MFA setup process. Follow the on-screen instructions to approve the registration. If your organisation is rolling out multi-factor authentication and you need assistance, we can walk you through the setup remotely or provide step-by-step guidance.
An authenticator app generates a short, time-sensitive code (or sends a push notification) that you use alongside your password to prove your identity – this is called multi-factor authentication (MFA). It is one of the most effective ways to protect accounts from being hacked, even if a password is stolen. It does not have to be on your personal phone – a work phone or tablet works equally well. If using a personal device is a concern, speak to us and we can discuss alternative options, such as a hardware security key or a separate work handset.
Local administrator rights allow software to be installed and system settings to be changed without restriction. While that sounds convenient, it also means that if malware or ransomware runs on your machine (even accidentally, by clicking a malicious link), it can do far more damage – including disabling security tools, spreading across your network, and encrypting files. By running as a standard user and reserving admin rights for IT, we significantly reduce the potential impact of any security incident. This is why it’s best security practice, and a requirement under schemes like Cyber Essentials. We can still grant temporary admin rights when genuinely needed, through a second account.
Yes! While macOS has strong built-in security features, Macs are increasingly targeted by malware, ransomware, and phishing attacks – particularly in business environments. Apple’s built-in protections are a good starting point, but they are not a complete solution. We recommend Acronis Cyber Security, which provides real-time threat detection, behavioural analysis, and ransomware protection for both Windows and Mac devices. It is included in our Premium and Premium Plus support packages.
Hardware & Devices
To comply with good cyber security practices, no. Microsoft ended mainstream support in October 2025, meaning security patches are longer provided. Using an unsupported operating system significantly increases your security risk. We advise that you upgrade to Windows 11 as soon as possible. We can assess whether your current hardware is compatible with Windows 11, and if not, advise on cost-effective replacement options.
Windows 11 Pro includes several features that are essential for business use and are absent from the Home edition – most notably the ability to join an Azure Active Directory or domain, access full BitLocker encryption, use Remote Desktop, and apply Group Policy settings. These are important for security, remote management, and compliance. Most business laptops come with Pro pre-installed, but if you are unsure what version you have or need to upgrade, just let us know.
Absolutely. We supply and configure a wide range of hardware, including Microsoft Surface devices and Apple Macs, as well as business-grade laptops and desktops from other leading manufacturers such as HP, Dell and Lenovo. We handle everything from recommending the right device for your needs and budget, through to procurement, setup, data migration, and deployment. We can also arrange trade-in or responsible recycling of old devices.
We work with a number of established hardware distributors and will always give you the most accurate lead times we have available at the time of ordering, usually next day. Stock availability can vary, particularly for specific configurations or during periods of high demand. As soon as an order is placed, we will keep you updated with any changes to the expected delivery date.
We will never recommend something for the sake of it. When we suggest a change, an upgrade, or a new service, it is always for a specific reason – whether that is an upcoming end-of-support date, a security risk we have identified, a way to reduce costs, or an opportunity to make your team more productive. We are always happy to explain the “why” in plain English, without jargon, so you can make an informed decision. If you decide it is not right for you at this time, we will respect that.
Infrastructure & Cloud
Yes. We can help with domain registration and transfers, DNS configuration (including setting up MX records for email, SPF, DKIM and DMARC for email security, and other records), and general technical support for your website infrastructure. While we are not a web design agency, we regularly work alongside developers and web teams to ensure the technical underpinning of your online presence is set up correctly and securely.
Yes – this is something we are often able to help with. Many businesses are over-licensed (paying for more seats than they have active users), on the wrong license tier for their usage, or paying for duplicate tools that overlap with what is already included in Microsoft 365. We will carry out a review of your current licensing and identify opportunities to consolidate, downgrade, or eliminate unnecessary spend. In many cases, clients save money by switching to us, even when accounting for our support fees.
Got more questions?
Have more questions on our IT support and services? Get in touch with our dedicated team, who will be happy to help.
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