Frequently Asked Questions
About Nova & How We Work
What does Nova IT Solutions actually do?
Nova provides fully managed IT support, cyber security, backup, compliance, and strategic IT planning through a single, joined-up service called NovaOne+. Instead of juggling multiple suppliers or reacting to issues as they arise, we take full responsibility for keeping your technology secure, supported, and aligned with how your business operates and grows.
How is Nova different from other IT support companies?
Most IT providers focus on individual services or break-fix support.
Nova focuses on outcomes:
- Fewer disruptions
- Faster response
- Reduced risk
- Predictable costs
- Long-term stability
NovaOne+ is designed to remove gaps, bolt-ons and surprises by covering everything under one service, backed by real people, regular reviews, and proactive management.
Are you too small to support our organisation?
No. While you’ll deal with real people who know your business, Nova is supported by a wider network of trusted specialists and partners.
This allows us to scale support, projects, and expertise as required, without losing accountability or personal service.
What size organisations do you typically work with?
We support:
- Small and mid-sized businesses
- Multi-site organisations
- Charities and education providers
- Regulated and compliance-heavy sectors
If technology is business-critical to you, NovaOne+ is designed to scale with your needs.
NovaOne+ & Services
What is NovaOne+?
NovaOne+ is Nova’s all-inclusive IT and cyber security service.
It brings together:
- 24/7 IT support
- Cyber security and monitoring
- Backup and disaster recovery
- Microsoft 365 management and protection
- Strategic planning and regular reviews
All delivered under one predictable monthly cost.
Is NovaOne+ really “all-inclusive”?
Yes.
NovaOne+ is intentionally designed to remove the need for bolt-ons, upgrades, or hidden extras. Where optional services exist (such as penetration testing or enhanced disaster recovery), these are clearly explained and agreed in advance.
Do you only work on a retainer basis?
Yes. Nova works exclusively on a managed service model.
This allows us to:
- Be proactive rather than reactive
- Invest time in prevention, not just fixes
- Provide consistent service levels
- Plan and improve your environment long-term
Break-fix support often leads to higher risk and higher costs over time.
What support hours do you provide?
Nova provides 24/7 support, including evenings, weekends, and bank holidays. Urgent issues can be reported via a dedicated support number for immediate response, while non-urgent requests can be logged via app, email or portal.
Will we still speak to real people?
Absolutely.
AI and automation are used to improve efficiency and response times, but experienced engineers remain responsible for outcomes.
You will always be able to speak to a real person when it matters.
Cyber Security, Backup & Compliance
How do you protect our systems from cyber threats?
Nova uses a layered security approach, including:
- Next-generation AV Endpoint Protection with EDR
- Continuous monitoring and threat response
- 24/7 Security Operation Centre (SOC) with SIEM
- Email and phishing protection
- DNS and web filtering
- Dark web monitoring
- Microsoft 365 security controls
Security is monitored 24/7 across your entire IT estate.
Do you provide backup and disaster recovery?
Yes.
Nova provides:
- Secure, encrypted backups
- Hourly backup options
- Microsoft 365 backups (email, OneDrive, SharePoint, Teams)
- Disaster recovery for servers, with fast recovery times
This protects against accidental deletion, ransomware, hardware failure, and data loss.
Is Microsoft 365 backed up automatically?
No – and this is a common misconception.
While Microsoft provides availability, it does not provide full backup protection. Nova includes Microsoft 365 backups as part of NovaOne+, ensuring your data remains recoverable even after deletion or attack.
Can you help with Cyber Essentials and compliance?
Yes.
We support organisations with:
- Cyber Essentials
- Cyber Essentials Plus
- ISO-aligned practices (27001, 9001, 14001, 22301)
We also work closely with businesses in regulated industries where compliance, confidentiality, and audit readiness are critical.
Do you offer penetration testing?
Yes. CREST-certified penetration testing is available for both internal and external networks.
Ongoing support clients benefit from preferential pricing and coordinated remediation following testing.
AI, Automation & Modern Working
How does Nova use AI and automation?
Nova uses AI and automation to handle clearly defined, repetitive tasks such as: • Helpdesk triage and routing
- Routine account tasks (onboarding, offboarding, resets)
- Security monitoring and alerting
- Back-office administration
This allows human engineers to focus on issues that require judgement, experience, and communication.
Does AI replace human support?
No.
AI supports our engineers – it does not replace them.
Technology should reduce friction, not remove accountability. At Nova, real people remain responsible for decisions, outcomes, and relationships.
Do you provide staff training?
Yes.
As part of NovaOne+, we now include M365 training, cyber awareness, best practice and safe use of technology.
Commercials, Onboarding & Risk
How much does NovaOne+ cost?
Pricing is based on your environment, user count, and requirements, but it is always: • Predictable
- Monthly
- Transparent
There are no surprise charges for routine support.
Is there a minimum contract?
Yes. NovaOne+ is designed as a long-term partnership rather than a short-term fix. This allows us to invest properly in your environment and deliver consistent results.
What does onboarding look like?
Onboarding is structured and calm:
- Initial conversation and review
- Technical assessment
- Planned onboarding and documentation
- Ongoing support, reviews and optimisation
We aim to minimise disruption while improving stability from day one.
What if we already have existing suppliers or systems?
That’s common.
Nova works with existing systems and third-party vendors where required, gradually simplifying and improving your environment over time.
How do we know if NovaOne+ is right for us?
The best place to start is our NovaOne+ Readiness Checklist.
It helps you identify:
- Gaps
- Risks
- Areas for improvement
With no obligation and no pressure.
Still have questions?
We’re happy to talk things through in plain English.