Welcome to our Knowledge Base of Frequently Asked Questions

Frequently Asked Questions

Here, you’ll find helpful documents, articles, and answers to the most common questions we receive.


If you have any further questions or need more information, please don’t hesitate to get in touch—whether by phone, email, or through our contact form. We’re always happy to help.

  • Copilot Chat (basic) is included with eligible M365 plans and provides a web-based AI assistant. The paid Copilot licence unlocks deep integration into Word, Excel, PowerPoint, Outlook, and Teams, so Copilot works inside those apps rather than as a separate tool. The paid version also gives access to your M365 work data for contextual, business-specific responses.

  • Microsoft does not use your business data to train its AI models. Copilot operates within your Microsoft 365 tenant and respects your existing security settings, permissions, and compliance policies. Your data stays in your tenancy and under your control.

  • Yes. Microsoft 365 Copilot is an add-on licence that requires an eligible Microsoft 365 base subscription (Business Basic, Standard, or Premium for SMBs). If you're not yet on M365, Mother can help you migrate and then add Copilot as part of the same project.

  • Yes. We migrate Gmail to Outlook, Google Drive to OneDrive, and Google Meet to Microsoft Teams, including calendar and contacts data. We also ensure DNS records are correctly updated so mail flows correctly from day one.

  • Most small and medium Scottish businesses choose Business Standard. It includes the full desktop Office apps alongside Teams, Exchange, and SharePoint. Organisations in regulated sectors (legal, finance, healthcare) often benefit from Business Premium's advanced security features. We'll walk through your specific requirements and recommend the right plan.

  • Mother provides 24/7 helpdesk support. If you have an M365 outage, login issue, or security incident outside business hours, you can reach us by phone or email and an engineer will respond according to your SLA.

  • No. Our migration process includes pre-migration backups, pilot testing, and verification checks to ensure all data arrives intact. We run parallel systems during the transition so no mail is lost, even during the cutover window.

  • Installation times depend on the type of service:

    • Broadband: Usually installed quickly
    • Ethernet: May take longer due to infrastructure setup

    Our team will guide you through timelines and manage the entire process.

  • Broadband is a shared service, meaning speeds can fluctuate during peak times. Dedicated business connectivity, or Ethernet, provides uncontended bandwidth, guaranteed speeds, and stronger service level agreements (SLAs), making it ideal for business-critical operations.

  • Yes, Mother can absolutely connect multiple offices, and this is a core part of our business connectivity offering. We provide several solutions specifically designed for multi-site business connectivity, allowing organisations to securely link offices, branches, and remote teams into one unified network.

  • With Mother, your business connectivity is proactively monitored 24/7. Issues are often identified and resolved before they impact your operations. We also offer failover solutions to keep you online even if your primary link fails.

  • Yes, we provide proactive monitoring and emergency support to keep your systems running and minimise downtime.

  • We pride ourselves on fast response times, with priority support for critical issues to keep your business running smoothly.

  • We work with a range of Glasgow businesses, including professional services, charities, finance, and growing SMEs. We adapt to support to your sector.

  • Costs vary depending on your business size and needs. Mother offers 4 different levels of IT support ranging from bronze, silver, gold and platinum.

  • Our IT support in Glasgow includes managed IT services, helpdesk support, network management, cybersecurity, cloud solutions, and data backup for businesses of all sizes.

  • At Mother Technologies, we take cybersecurity seriously. We protect your business with proactive monitoring, firewall management, endpoint security, and staff training, helping you stay secure against evolving threats.

  • Mother Support delivers tailored IT support services to Aberdeen’s key industries, including oil and gas, professional services, charities, and growing SMEs.

  • Mother Technologies offers 24/7 monitoring and emergency support, ensuring your systems remain operational at all times.

  • The cost of IT support in Aberdeen varies depending on the size of your business, the level of support required. Mother provides four different levels of support: Bronze, Silver, Gold and Platinum.

  • IT support services in Aberdeen typically include managed IT services, helpdesk support, network management, cybersecurity, cloud solutions, data backup, and hardware maintenance for businesses of all sizes.

  • Getting started is simple! Just contact our team to discuss your requirements, and we’ll assess your current setup and recommend a tailored managed IT solution for your business.

  • We offer rapid response times for businesses in Edinburgh, with most issues addressed immediately via remote support. For more complex problems, our local engineers can be on-site quickly to minimise disruption.

  • Yes, managed IT services are ideal for small and medium-sized businesses that need reliable, cost-effective IT support without hiring a full in-house team.

  • Yes, we provide both remote and on-site IT support across Edinburgh, ensuring fast response times whenever your business needs hands-on assistance.

  • The cost of managed IT services in Edinburgh depends on the size of your business, number of users, and level of support required. Additionally, we have a range of support options from bronze support through to platinum, so you can tailor to your organisation.

  • Managed IT services involve outsourcing your IT support, infrastructure, and security to a specialist provider who proactively monitors and maintains your systems to prevent issues before they occur.

  • The Public Switched Telephone Network (PSTN) — which includes analogue lines, ISDN2, and ISDN30 — was originally due to be retired in December 2025. The deadline has now been extended to January 2027, giving businesses and households more time to prepare.

    The switch-off means all traditional phone services will be withdrawn and replaced by digital alternatives. To stay connected, organisations must migrate to:

    • SIP Trunks – Digital phone lines that run over your internet connection.
    • Hosted VoIP Solutions – Cloud-based telephony that is flexible, scalable, and cost-effective.

    Even with the extension, early planning is essential. Migrating ahead of time ensures a smooth transition, avoids disruption, and future-proofs your communications.

    You can find more information on the PSTN Switch Off here. 

  • Yes.

    Mother delivers comprehensive Backup and Disaster Recovery (BDR) solutions designed to keep your business running, even when the unexpected happens. Our services include:

    • Cloud & On-Premise Backups – Store data securely in the cloud or on local servers.
    • Automated Protection – Regular, automated backups so nothing gets missed.
    • Rapid Recovery – Restore systems quickly after outages, cyberattacks, or hardware failures.
    • Data Security – Advanced encryption to keep your information safe.
    • Business Continuity – Temporary cloud failover ensures you stay operational during disruptions.

    With regular testing, flexible storage options, and expert support, our cloud backup and disaster recovery services provide peace of mind, regulatory compliance, and protection that scales with your business.

  • Tickets can be logged via phone, email, or our client portal. For urgent, business-critical issues, we recommend calling the helpdesk directly for the fastest response.

  • Yes, each client is assigned an account manager who acts as your main point of contact, ensuring proactive communication and tailored support.

  • We prioritise support requests based on urgency and business impact. Critical issues that cause major disruptions, such as system outages or security incidents, receive the highest priority and immediate attention. High-impact issues that affect multiple users or essential services are addressed next, followed by standard and low-priority requests such as general enquiries or minor issues. This approach ensures that we resolve the most pressing problems first whilst maintaining timely support for all requests.

  • Our office is open from 8:30 AM to 5:30 PM, Monday to Friday, including local public holidays, except for the four national holidays during the festive period. Outside of our regular business hours, Emergency Care is available for customers with a dedicated PIN

  • Mother holds a variety of partnership and certifications. You can view them all here.

  • Mother provides managed Vulnerability Scanning services to proactively identify and fix weaknesses before attackers can exploit them.

    Our RoundClock Vulnerability Scanning continuously checks your network, devices, and applications for risks such as outdated software, weak security settings, or unauthorised applications.

    View the full solution here.

  • Yes.

    Mother protects your business with RoundClock EDR, powered by SentinelOne – the global leader in endpoint protection. Unlike traditional antivirus, it uses AI to detect, prevent, and remediate threats in real time, without slowing down devices.

    Endpoint Protection & Recovery
    RoundClock EDR defends against ransomware, zero-day attacks, and fileless threats. If an attack occurs, devices can be rolled back to a safe state with one click, minimising downtime.

    You can find the link to our EDR Brochure here. 

  • Our client portal allows you to see live updates, view technician notes, and check estimated resolution times. Transparency is key: you’ll always know where your request stands rather than waiting in the dark.

  • Yes, we offer both remote and on-site support. Our team can quickly help you online or come on-site for hands-on tasks like hardware setup or complex troubleshooting.

  • Whether you have a quick question or need more detailed support, reaching us is simple.

    Give us a call, send us a message using the form or via our support email, or log a ticket via the client portal — we’re here and happy to help. We recommend giving us a call if your request is urgent.

  • To change the time on your Unify/Mitel telephone system please following these steps.

    Note, this can only be completed from your “system phone” which is usually reception.

    1. Press *95 on your telephone keypad
    2. Press *95 on your telephone keypad
    3. Press the “tick” key
    4. Press the “tick” key
    5. Scroll right once to “Time”
    6. Press the “tick” key
    7. Press * to change
    8. Type in the time desired
    9. Press “tick” key and await confirmation tone
    10. Lift and replace handset to return to home screen

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