What to Expect

How Support Actually Works

We provide practical, day-to-day IT support with a focus on stability, clear ownership, and preventing repeat issues. How we engage depends on your environment, but the expectations stay consistent.

Day-to-day support

We handle everyday issues like account access, email problems, VPN connectivity, printers, and workstation issues.

• Users can contact us directly, or requests can come through an internal IT contact.
• Both models work. We follow whatever is most effective for your environment.

Monitoring and maintenance

Support is not only reactive. We do both proactive monitoring and ticket-driven support.

• Monitoring for issues, outages, and security alerts
• Help desk support for user requests
• Patching and updates for Windows endpoints and servers
• Administration for Microsoft 365, and Google Workspace when applicable

Backups and recovery

We monitor backups so they are running and usable. When a restore is needed, we help with recovery and validation. The goal is simple. Recovery should be real when it matters.

Onboarding, offboarding, and changes

We support onboarding, offboarding, access changes, and cleanup. Larger efforts like migrations and upgrades are also supported. If the work is sizable, it may be scoped separately as a work order so expectations and billing stay clear.

How requests are handled

Support requests can be submitted by:

• Email
• Support portal

Phone is available, but it is usually reserved for urgent issues.

Hours, after-hours, and response expectations

• Normal support hours: 8:00 AM to 7:00 PM Eastern
• After-hours support is available at different rates
• After-hours is intended for outages and malicious activity

We prioritize by impact and urgency. If people cannot work, it becomes a top priority.

Security approach

We aim for a baseline security standard, but we understand each client may need tailoring.

• Endpoint protection
• Multi-factor authentication
• Patch compliance

When we find security risks, we do not ignore them. In many cases we implement fixes quickly if the agreement supports it. In other cases, we inform you first and coordinate the right next step.

Ownership and transparency

We document environments so clients are not locked in. If you ever transition away, another MSP can take over without chaos. We do not hoard client data or hold documentation hostage.

Admin access depends on the environment. In many cases we keep administrative access controlled for security reasons. If you have a business need for admin access for a specific system, we can support that.

Fit

We are a good fit for companies that want reliable support, or IT teams that want an extra set of experienced eyes.

We are not a good fit for very small environments under about 10 users, businesses that expect onsite visits every week by default, or companies that want white-glove hardware procurement without a plan.

Our philosophy

Many clients come to us after dealing with poor documentation, misconfigured settings, and providers who cannot explain what they did. We are direct. We will tell you what needs to happen now, what can wait, and what is simply a nice-to-have.