What's included in managed IT services?
Our managed services include 24/7 monitoring, proactive maintenance, security updates, help desk support, backup management, and regular infrastructure audits. We also provide monthly reports with uptime metrics, security incidents, and recommendations for improvement.
How quickly can you respond to critical issues?
For managed service clients, we guarantee a 15-minute initial response time for P1 (critical) issues 24/7. P2 issues receive response within 1 hour, and P3 within 4 business hours. Our team uses automated alerting and escalation protocols to ensure no issue goes unnoticed.
Do you work with existing IT teams?
Yes! We often augment existing IT teams rather than replace them. We can provide specialized expertise (security, cloud, networking), handle overflow during busy periods, or take on specific projects while your team focuses on strategic initiatives. We integrate seamlessly with your workflows and tools.
What's the typical onboarding timeline?
After initial consultation, we can begin monitoring and basic support within 48 hours. A complete infrastructure audit and optimization plan typically takes 2-3 weeks. Full implementation of new systems (cloud migration, security hardening, etc.) depends on scope but most projects complete within 4-12 weeks.
Can I scale services up or down as needed?
Absolutely. Our managed services are flexible—you can upgrade to higher support tiers during peak seasons, add project hours, or scale back during quieter periods. We work on both monthly retainers and project-based engagements. No long-term lock-ins; typically 30-day notice for changes.
What security certifications does your team hold?
Our team includes professionals with certifications such as CISSP, CEH, AWS Solutions Architect, Microsoft Azure Administrator, CCNP, and CompTIA Security+. We stay current with security best practices and compliance frameworks including ISO 27001, SOC 2, GDPR, and industry-specific regulations.
Do you provide disaster recovery planning?
Yes, disaster recovery and business continuity planning are core components of our service. We design backup strategies, implement automated recovery procedures, document runbooks, and conduct regular DR testing. We help establish RTOs (Recovery Time Objectives) and RPOs (Recovery Point Objectives) aligned with your business needs.
What if we're not happy with the service?
We stand behind our work with a satisfaction guarantee. If you're not satisfied within the first 30 days, we'll refund your fees (excluding third-party costs like licenses). We conduct regular service reviews and adjust our approach based on your feedback to ensure we're meeting your expectations.
