Managed IT Services for U.S. SMBs — 24/7 help desk, proactive monitoring, a vCIO who knows your business
US-based help desk, proactive endpoint monitoring, vendor management, and quarterly strategy reviews for 1,200+ businesses across all 50 states. One vendor for IT, copier, cybersecurity, and VoIP — one account manager, one invoice.
No credit card. Free 30-min call. We review your stack, flag the 3 biggest reliability risks, and send a 1-page report. No sales pitch.
across all 50 states
first-touch
measured, not marketed
Tampa · Orlando · Chicago
Three lanes. One contract. Pricing you can send to the CFO.
Same help desk, same tooling, same SLAs across every tier. The difference is how much we take off your plate — from overflow help to fully outsourced IT, to vCIO strategy on top.
- 24/7/365 US-based Tier 1 & 2 help desk
- Shared ticket portal with your internal team
- After-hours & weekend overflow with same 15-min P1 SLA
- Patch management & endpoint monitoring via NinjaOne
- Monthly ticket trend & top-user report
- Onboarding in 10 business days or credit your first month
- Everything in Co-Sourcing
- Named account manager + dedicated engineer pod (not round-robin)
- Vendor management: ISP, M365, VoIP, printers, line-of-business apps
- On-site visits included (quarterly standard, more by agreement)
- Hardware procurement at our pricing (laptops, switches, firewalls)
- Offboarding & onboarding runbooks for every new hire
- Everything in Fully Managed
- Quarterly vCIO sessions with your exec team — roadmap, budget, risk
- Technology standardization plan across sites or acquired entities
- M&A IT diligence support & integration playbooks
- Annual 3-year IT budget forecast you can hand to your CFO
- Dedicated Teams/Slack channel with exec-level escalation path
The only response time that matters is the one signed into your contract.
Below is our standard ticket SLA. Miss it and you get service credits, up to 100% of one month's fee. No "best effort," no "during business hours" weasel language.
| Priority | What it means | First human response | Resolution target |
|---|---|---|---|
| P1 | Business-stopping outage: server down, office-wide internet loss, email offline, ransomware in progress | 15 min, 24/7/365 | 2 hours to workaround |
| P2 | Major feature broken for a department: printing down, VPN failing, shared drive unreachable, a group of users locked out | 1 hour, 24/7 | 4 hours |
| P3 | Single-user issue: password reset, slow laptop, one app misbehaving, onboarding request | 4 business hours | Same business day |
| P4 | Scheduled work: new user setup, software install, hardware refresh, minor improvements | Next business day | Within 5 business days or scheduled |
Service credit schedule and a sample signed SLA PDF are available on request. Ask for a sample before you sign anything.
90 days. 140 users. One fired MSP. Zero downtime during cutover.
This is how an actual onboarding ran for a 140-person logistics firm in Atlanta last year. Names changed, timing and tooling real. This is what Fully Managed looks like day one.
"Redhawk Logistics" · 140 users, 3 warehouses · Atlanta, GA
- Day 0 Contract signed Friday. Discovery call same afternoon — full stack inventory collected in 90 minutes over Teams share screen. No questionnaire homework.
- Day 1-3 Shadow mode. We install NinjaOne agents on all 140 endpoints overnight, read-only. Outgoing MSP still has tickets. We watch. Build our true runbook from what we find, not what we were told.
- Day 7 First Monday we quietly take weekend tickets. User didn't know. Resolution rate: 8 of 9 closed same-day, vs. old MSP's 3-day average.
- Day 14 Executive kickoff. Delivered 30-page discovery report: 6 critical risks (unpatched firewall, expired SSL, 4 admin accounts with no MFA, stale AD objects from 2019 terminations), 12 optimizations, 3-year budget forecast.
- Day 30 Official cutover. Phone numbers redirected to our help desk. Old MSP de-provisioned. Zero tickets lost in flight.
- Day 45 All 6 critical risks remediated. Firewall replaced under our procurement pricing (saved $4,200 vs. old quote). MFA enforced on every admin. Stale accounts disabled.
- Day 60 First warehouse standardization complete. New-hire onboarding template live: laptop + accounts + badge provisioned in 90 minutes versus the old 3-day scramble.
- Day 90 Quarterly vCIO review. Ticket volume down 34% from old-MSP baseline. First-touch resolution 92%. CFO signed off on the 3-year refresh plan we proposed.
IT is a hundred small jobs. We do the ones that never fit on anyone's calendar.
"Managed IT" means nothing by itself. Here's the actual work your team stops doing the day we start. Everything below is included in Fully Managed, not a bolt-on upsell.
When your office grinds to a halt, these are the people picking up the line.
Our help desk is staffed in-house across Tampa, Orlando, and Chicago. No overseas tier-1 wall. Every engineer has at least one current certification and real-world experience before they take a shift on your account.
Five questions. Honest answers.
Do you replace our internal IT team, or work with them?
Either works. About 40% of our Fully Managed clients have no internal IT — we are the help desk, the engineer, and the strategic voice. The other 60% have 1-3 internal people and use us for after-hours overflow, project work, or as the "second pair of eyes" on major changes. On Co-Sourcing we slot in under their lead and take tickets they route. We don't stage coups, we don't bill for meetings we weren't invited to, and we don't poach internal staff.
What's your actual response time when something's on fire?
Answered phone inside 60 seconds, live human on chat inside 2 minutes. For a P1 (business-stopping outage, site-wide email down, server offline) an engineer is on the remote session inside 15 minutes, 24/7/365, every holiday. That's the contractual SLA — miss it and you get a credit. P2 is 1 hour, P3 is 4 business hours, P4 is next business day. All tracked in the portal.
Can we leave without getting hostage'd on our data or credentials?
Yes, same clause as our cybersecurity contracts. Within 30 days of termination we hand over your documentation (network diagrams, credential vault export, vendor contact list, warranty records, configs) in a format your next MSP can actually use. We keep nothing after day 60. This is in writing, section 8 of the sample contract — ask before you sign.
Do you lock us into your preferred vendors?
No. We're vendor-neutral: if your office already runs Meraki we keep Meraki, if it's Ubiquiti we keep Ubiquiti. Same with Microsoft 365 vs Google Workspace, Lenovo vs Dell, VoIP platforms, etc. We'll tell you what we'd standardize on for a fresh build, but we don't force rip-and-replace to pad a renewal. Your vCIO session will walk through your current stack honestly.
How does pricing work as we grow or shrink?
Per-user, trued up monthly. If you hire 8 people in March we bill the 8 new users on April's invoice, pro-rated from start date. If you lay off or sell a division, same — the reduction flows through next cycle, no 90-day notice clause to trap you paying for seats you don't have. Annual contracts lock the per-user rate, not the headcount.
Stop firefighting IT. Get a real partner who answers the phone.
30-minute free call. We review your current stack, flag the top 3 reliability risks, and send a 1-page report. If it's a fit we'll scope a proposal. If it isn't, the report is still yours — hand it to your current IT person. No sales pitch, no "limited time" contract pressure.