Tiered helpdesk, device and endpoint management, 24/7 monitoring, patch and vulnerability remediation, vendor coordination. Fixed-fee contracts, documented processes, response time commitments in writing. No surprise invoices, no mystery charges.
Managed IT is not glamorous. The win is that nothing dramatic happens: tickets get closed, devices stay patched, incidents stay small, and your team spends their energy on your actual business instead of fighting their tools.
Tier 1 for password resets, access requests, how-do-I questions. Tier 2 for troubleshooting, config, deployment. Tier 3 for senior engineering on complex incidents. One intake, right escalation path, response time commitments in writing.
MDM enrollment, device baseline configuration, inventory, onboarding and offboarding workflows. Windows, Mac, iOS, Android. New hire gets a working laptop day one; a leaver loses access that same hour.
Server, network, SaaS, and endpoint telemetry pulled into a single operations view. Alert thresholds tuned to your environment, not vendor defaults. We investigate before you notice something is wrong.
Monthly patch cycle for OS and third-party software, out-of-band patches for critical vulnerabilities. Reports showing exactly what was patched, what deferred, and why. Audit-ready evidence as a side effect.
Single point of contact for your telco, ISP, SaaS vendors, hardware suppliers, warranty claims. We open the tickets, chase the vendors, verify the fixes. You stop playing operator between support queues.
Not a loose collection of unrelated services sold separately. One operation covering helpdesk, devices, and monitoring, delivered by the same people under one SLA.
Fit by headcount. Freshservice for 20-200 seats, ServiceNow for larger orgs with change management needs, Zendesk when customer support overlaps. Jira Service Management when your dev team is already in the Atlassian ecosystem.
Tools we deployIntune for Microsoft-heavy orgs, Jamf when Mac fleet matters, Google Admin for Workspace shops. Mixed fleets get the right tool per platform. Zero-touch enrollment so a new hire's laptop is ready day one, nothing manual to configure.
Tools we deployOpen-source monitoring stacks preferred (Zabbix, Grafana) to avoid per-node licensing surprises. Patch automation sized to fleet: Automox for cross-platform fleets, WSUS where Microsoft tooling is already in place. Alert thresholds tuned to your environment, not vendor defaults.
Tools we deployMost managed IT contracts rely on scope ambiguity: broad enough that renewal is automatic, vague enough that extras get billed hourly. Here is how we work differently.
Monthly fee covers an itemized list: endpoints managed, users supported, ticket volume band, response SLA targets, patch cadence. What is in-scope and what is a project is agreed in writing before the contract starts.
No "oh that is out of scope" conversations three months in. If something is genuinely new work, we scope and quote it separately with your signoff.
Response and resolution targets are per-ticket-tier, in writing, measured, and reported monthly. T1 critical: 15 min response. T2 high: 1 hour. T3 standard: 4 hours. Numbers you can hold us to.
Monthly service review shows what we met, what we missed, and why. If we repeatedly miss, you get a credit, not a shrug.
We are not a Microsoft Gold Partner, not a Dell Preferred reseller, not getting kickbacks from an RMM vendor. No commission influences what we recommend.
When Freshservice fits better than ServiceNow, we say so. When your existing Zendesk is fine, we leave it alone. Procurement goes through you, not through our affiliate link.
The agreement itemizes exactly what the fee covers. Typical inclusion list:
Explicitly out-of-scope: new office setup, M&A integration, major cloud migration, hardware procurement for new users beyond the baseline. These get scoped and quoted as projects.
Real. Monitoring runs continuously. Alert escalation goes to an on-call rotation with phone, SMS, and ticket paging. Critical alerts (service down, security event, data loss risk) get a human response within 15 minutes, any hour.
Non-critical after-hours tickets (password resets, how-do-I questions) queue to next business day unless you have the 24/7 tier helpdesk add-on. We tell you the difference upfront so there is no "I thought this was 24/7" surprise.
Onboarding runs 2-4 weeks depending on fleet size:
Offboarding is contractually guaranteed: 30-day transition period, we hand over tooling access, run-books, open ticket queue, and vendor contacts to your incoming team or next provider. No "we are holding your data hostage" nonsense.
Both, with different handling. Company-owned devices get full MDM enrollment, imaging, patch management, and remote wipe capability. We own their full lifecycle.
BYOD devices get selective enrollment: work profile isolation on Android, APP (App Protection Policies) on iOS, Intune MAM for personal Macs/PCs. We manage work data, your users keep their personal privacy. If BYOD policy does not exist yet, we help draft one.
The incident response flow:
Not "we will look at it in the morning". Not "please open a ticket". Actual eyes on the problem within minutes.
Standard contracts carry a 30-day notice period for termination without cause, no exit fees. We hand over everything cleanly during the notice period.
Before you leave, we would rather know why. A quarterly service review is in the standard contract specifically to surface issues before they become a departure. If we are not meeting the agreement, we would rather fix it or part ways cleanly than lose the relationship through quiet dissatisfaction.