Frequently Asked Questions

Straight answers about our services, support, and how we work.

General Services

We’re more than “break/fix.” We act as your technology partner—focused on security, reliability, and using IT to help you scale.

Our Core Managed IT covers monitoring, patching, endpoint security, unlimited business-hours support, and virtual CIO services. Add-ons include:
  • Microsoft 365 Bundle - Licensing, administration, secure file access
  • Backup & Recovery Bundle - Endpoint/server backups with disaster recovery

Only if they’re enrolled as Managed Devices and meet our Security Baseline standards. Unmanaged/BYOD devices are out of scope.

Support & Response

Open a ticket via our portal, email, or helpdesk phone line. Service Level Objective (SLO) timers start when a ticket is created through these channels. See our Service Level Commitment for details.

  • P1 - Critical outage: Within 1 hour (24×7)
  • P2 - High impact: Within 2 business hours
  • P3 - Medium: Within 4 business hours
  • P4 - Low: By next business day

Yes. Critical issues receive 24×7 attention. After-hours work is billable at higher rates.

Rates & Billing

Managed services and usage-based items are billed monthly in arrears. Invoices are due in 15 days via ACH autopay (per our MSA and ACH Authorization).

Yes. Projects, migrations, and new deployments are planned out and handled via a Statement of Work (SOW).

We bill vendor costs at pass-through pricing, plus a small admin fee where applicable.

Security & Standards

Our minimum standard for supportability and safety: supported OS, managed endpoint protection, MFA, encryption, no local admin rights, and automated backups. Devices that don’t meet it can’t be fully supported. See the Security Baseline.

Yes. User security awareness training and phishing simulations are included.

At least quarterly for systems we manage and back up.

Contracts & Changes

The MSA term is 12 months, renewing annually unless cancelled with 60 days’ notice.

Adds bill the full month at activation. Removals process at month-end.

We’ll scope the work and handle it at our hourly/project rates; larger changes may require a signed SOW.

Other

Yes. We coordinate with ISPs and line-of-business vendors. Time is billable at our standard or after-hours vendor coordination rate.

We support small and mid-sized businesses, including medical and professional services.