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What is Managed IT?

Managed IT means we proactively monitor, maintain, and support your technology infrastructure for a predictable monthly fee. Instead of paying hourly rates when something breaks, you pay a flat monthly amount and we make sure things don't break in the first place.

Think of it like having your own IT department, but at a fraction of the cost.

What's Included in My Monthly Fee?

Your monthly per-user fee covers:

  • 24/7 monitoring of your computers and servers
  • Automatic updates for Windows, applications, and security
  • Help desk support via phone, email, or remote access
  • Virus and malware protection with enterprise-grade tools
  • Network management (firewall, switches, WiFi)
  • Email and collaboration tools (Microsoft 365 or Google Workspace)
  • Domain Name Services (DNS) and web security management
  • Regular reporting on your IT health and security posture

What's NOT Included?

  • On-site visits (billed separately by call-out fee and hourly rate)
  • Hardware purchases (computers, servers, network equipment)
  • Major projects (office moves, complete network redesigns)
  • Software licensing beyond productivity suites (specialized applications quoted separately)

Can You Help with Cybersecurity?

Absolutely. Our managed services include:

  • Enterprise antivirus and endpoint protection
  • Email security and spam filtering
  • DNS filtering to block malicious websites
  • Regular security patching
  • Multi-factor authentication (MFA) setup
  • Security awareness training (available as add-on)
  • Compliance assistance (HIPAA, NIST 800-171 awareness)

How Quickly Will You Respond to Issues?

Standard Plan:

  • Critical (system down): 4 business hours
  • High (significant impact): Same business day
  • Medium (limited impact): Next business day
  • Low (questions, requests): Within 2 business days

Premium Plan:

  • Critical: 2 hours
  • High: 4 hours
  • Medium: Same business day
  • Low: Next business day

What If I Need Help Outside Business Hours?

After-hours support is available for emergencies at 1.5x hourly rate, subject to technician availability. We define emergencies as total system outages affecting business operations.

Non-emergency requests are queued for next business day.

What If I Want to Switch From My Current IT Provider?

We make transitions smooth:

  1. Discovery call to understand your current setup
  2. Network assessment (complimentary)
  3. Transition plan with timeline and responsibilities
  4. Documentation of your environment
  5. Coordinated handoff from your current provider
  6. 30-day onboarding where we stabilize and optimize your systems

Most clients are fully transitioned within 30-45 days.

How Does Billing Work?

  • Invoices are generated on the 1st of each month for that month's services
  • Payment is due net 15 (within 15 days)
  • We accept ACH, credit card, or check
  • Your user count is reviewed monthly and adjusted if staffing changes
  • Add-on services (backups, extra network devices, on-site visits) appear as line items

What Happens If I Add or Remove Employees?

We adjust your invoice to reflect current user counts:

  • Add users mid-month: Prorated charge for remaining days
  • Remove users mid-month: Credit applied to next month's invoice
  • We review your user count around the 1st of each month before invoicing

Do I Need to Sign a Long-Term Contract?

Our standard agreement is 12 months with a 30-day termination notice after the initial term. This allows us to invest in setting up your environment properly while giving you flexibility after the first year.

Month-to-month agreements are available at a 15% premium.