FAQ
Frequently asked questions for clients and internal team
Overview
FAQ library addressing common questions from clients and team members, organized by topic.
FAQ Categories
Client-Facing FAQs
Services
| Question |
Key Points |
| What makes SBK different? |
Vendor-neutral since 2010, no reselling |
| How do you price services? |
Value-based, transparent, see Pricing |
| What compliance frameworks do you cover? |
HIPAA, SOC 2, CMMC, ISO 27001, NIST, PCI |
| Can you work with our existing vendors? |
Yes, vendor-neutral means we optimize what you have |
Engagement
| Question |
Key Points |
| How long does a typical engagement take? |
See Service Delivery for timelines |
| What do I need to provide? |
Varies by service, documented at kickoff |
| How do we communicate? |
Weekly status, portal access, escalation paths |
| What if we need to pause? |
Flexible terms, see Contracts |
Compliance
| Question |
Key Points |
| How long to achieve SOC 2? |
6-12 months typical, see Compliance Frameworks |
| Do we need HIPAA compliance? |
If you handle PHI, yes. We can assess. |
| What's the difference between SOC 2 Type I and II? |
Type I: point-in-time. Type II: operating effectiveness over period. |
Internal FAQs
Delivery
| Question |
Answer Location |
| What SOP do I use for...? |
SOPs |
| How do I escalate a client issue? |
client-escalation-sop.md |
| What are our SLA commitments? |
Operate services |
Sales Support
| Question |
Answer Location |
| What's our pricing? |
Pricing |
| How do I handle competitor objections? |
Battlecards |
| What value case fits this prospect? |
Value Cases |
FAQ Maintenance
| Activity |
Frequency |
Owner |
| New FAQ addition |
As needed |
SME |
| Accuracy review |
Quarterly |
Knowledge team |
| Usage analytics |
Monthly |
Operations |