Managed IT Services

Your trusted local IT partner. We bring expert remote support and locally dispatched technicians together to solve your technology challenges quickly—so you can focus on running your business, not managing IT problems.

How It Works

Managed IT Services provide day-to-day operational support and maintenance for your IT environment. We proactively monitor, troubleshoot, and maintain your devices to keep operations stable and secure. Our co-managed approach means we work alongside your in-house IT team, delivering support that fits seamlessly into your workflow.

24/7 Remote Monitoring

We keep watch over your systems around the clock, tracking health metrics like CPU usage, disk space, and security alerts. If something needs attention, we’re on it before it becomes a problem.

Routine Maintenance & Patching

Operating system updates, security patches, and basic application troubleshooting happen on a regular schedule—typically during off-hours between 9 PM and 6 AM, so your team stays productive during the day.

Help Desk Support During Business Hours

Your team can reach us by phone, email, or web chat Monday through Friday, 8 AM to 6 PM. We’re here to answer questions, resolve issues, and keep things moving.

Escalation to Your IT Team

When an issue needs deeper expertise or falls outside standard support, we route it directly to your in-house IT team through our shared ticketing system. Everyone stays informed, and nothing slips through the cracks.

Local Support When You Need It

If something requires hands-on help, our locally dispatched technicians can be on-site during business hours. We understand your business because we’re part of your community.

Service Tiers

Standard

Per Device Billing
Best For: Front-line workers and users who have one device (or shared devices between many users)
  • Local support during your business hours (8 AM–5 PM, Monday–Friday, in your timezone)
  • Call us and talk to a real person immediately—no tickets, no waiting
  • Locally dispatched technicians who understand your business
  • Full support for both Mac and Windows computers
Popular

Professional

Per Named User (up to 3 devices)
Best For: Knowledge workers with multiple devices who need Microsoft 365 Business Premium and advanced security
Supports up to 300 users
  • Includes everything in Standard, plus:
  • Microsoft 365 Business Premium (Word, Excel, Teams, OneDrive, Outlook)
  • Advanced security: Phishing-resistant login, automatic blocking of risky sign-ins
  • Secure mobile devices and protect company data on phones/tablets
  • Single sign-on to many business applications supporting SAML

Enterprise

Per Named User (up to 3 devices)
Best For: Large organizations with over 300 employees who need enterprise-grade Microsoft 365 E3 and advanced security
  • Includes everything in Professional, plus:
  • Increased email storage: 100 GB mailboxes (vs. 50 GB)
  • Enhanced OneDrive: 1 TB+ per user (expandable beyond 1 TB)
  • Advanced compliance: Legal hold, eDiscovery, and data loss prevention
  • Information rights management (control file access even after sharing)
  • No user limit—scales to large organizations

Our Help Desk Service Level Commitments

Industry-leading response times that keep your team productive

70%
of phone calls answered in 1 minute or less
What this means: When you call, you'll talk to a real person almost immediately—no long hold times
70%
of email and ticket requests answered in 2 hours or less
What this means: Even if you email us, you'll get a response the same day
75%
of issues resolved on the first call without escalation
What this means: Most problems get fixed immediately, so you won't be passed around

Getting Started

Typically 6-8 weeks from Contract to Go-Live

1

Week 1: Kickoff & Planning

Meet your dedicated coordinator, review timeline, and answer all your questions

2

Weeks 2-5: Discovery

We document your systems, critical apps, and create your custom security plan

3

Weeks 6-8: Implementation

Deploy monitoring, configure security, and prepare your environment (mostly after hours)

4

Ongoing: Partnership

Regular strategic planning to keep your technology aligned with business goals

What Makes This Different

Most of our implementation happens during off-hours to avoid disrupting your team. Your dedicated coordinator keeps you informed at every step—no surprises, just transparency.

Fast-Track Available

Well-documented environment and engaged team? We can complete onboarding in as little as 4 weeks. We'll assess your situation during initial planning.

Available Add-On Services

24/7 Support Upgrade

Get help any time, day or night, including weekends and holidays. Our Help Desk is available 24/7/365 for urgent issues.

Server Monitoring & Management

Keep your business servers running smoothly with proactive monitoring, updates, and expert management.

Network Device Monitoring

Monitor firewalls, switches, and routers to prevent network problems before they impact your team.

Managed Detection & Response

Enhanced cybersecurity with security awareness training, advanced threat detection, and 24/7 security monitoring.

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Advanced Security (Professional)

Comprehensive protection with enterprise-grade security tools, 24/7 Security Operations Center with 4-hour response.

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Advanced Security (Enterprise)

Maximum protection for large organizations with 24/7 Security Operations Center and 1-hour response time.

Learn More

What We Support

We provide support for the systems and applications most businesses rely on

  • Operating Systems: Current Microsoft Windows and Apple macOS versions, plus two previous versions
  • Microsoft Office: Current version and one previous version
  • Email Clients: Microsoft Outlook 365, Windows Mail, Google Workspace, and Mac Mail
  • Browsers: Chrome, Edge, Firefox, and Safari
  • Virtual Desktops: AWS Workspaces and Microsoft Azure Virtual Machines (with monitoring agents installed)
  • Line-of-Business Applications: We'll work with you to document procedures for your custom applications

Above and Beyond

These services are available and may require additional scoping or fees based on complexity

  • Major IT projects and transformations—these need separate project-based engagements
  • Network and server configuration changes
  • Security incident response and malware remediation
  • Virtual Desktop Infrastructure (like Citrix Application Servers)
  • Custom software beyond general troubleshooting
  • On-site support at any location (available as an add-on)

Choose Your Delivery Model

Every organization's IT needs are different. That's why we offer two delivery models that work with any service tier—so you get support that fits your team structure.

Fully Managed

Best for: Smaller organizations without dedicated IT staff, or teams with "IT gurus" who have other responsibilities and can't focus on their primary role because they're constantly fighting fires.

We handle everything. From daily help desk requests to routine maintenance and troubleshooting, our team becomes your complete IT department. You get expert support without the overhead of hiring, training, or managing IT staff. Your people can focus on what they do best while we keep technology running smoothly.

What this looks like:

  • Our Help Desk resolves issues directly with your end users
  • We handle patching, maintenance, and troubleshooting end-to-end
  • You have a single point of contact for all IT needs
  • Simple setup with minimal coordination required

Co-Managed

Best for: Organizations with in-house IT teams who want to move from reactive fire-fighting to strategic, high-value project work.

We partner with your existing IT team, handling daily help desk requests and routine support so your IT staff can focus on what matters most—strategic initiatives, complex projects, and deep organizational expertise. This isn’t about replacing anyone; it’s about enhancing your team’s effectiveness by taking the repetitive work off their plate.

What this looks like:

  • Our Help Desk handles Tier 1 and Tier 2 support for end users
  • When issues need deeper expertise, we route them to your IT team through a shared ticketing system
  • Your IT team maintains control of strategic decisions and specialized systems
  • We work together through defined escalation processes and clear communication channels
  • Your IT staff becomes more valuable by focusing on transformation instead of password resets
The Result: Your IT team has time to tackle the projects they've been putting off—infrastructure upgrades, security improvements, business process automation—while we ensure day-to-day support never misses a beat.

Getting the Most from Our Partnership

Regardless of which delivery model you choose, strong partnerships work both ways. Here’s what we need from you to deliver excellent support

  • Communicate to your team how to contact our Help Desk for support
  • Keep us updated with current contact information for all end users
  • Designate primary and secondary technical contacts for security decisions
  • Provide system access and credentials (stored securely in our password vault)
  • Update documentation within 21 days when requested

For Co-Managed clients: We’ll also need contact information for your IT team members and access to your shared ticketing system so escalations flow smoothly.

Ready to Transform Your IT Support?

Let's discuss how our managed IT services can help your team focus on what matters most.

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