Service
Managed IT Services
Ongoing monitoring, patching, and support — from the same engineers who design the infrastructure, not a separate tier that has to be briefed every time.
The problem
Most managed service relationships fail the same way: the people answering tickets have never seen the design, so every non-trivial problem becomes an escalation to someone who has to learn your environment from scratch.
The other failure is quieter. Patching slips, backups silently stop verifying, certificates drift toward expiration, and nobody notices until the thing that was supposed to be managed is the thing that broke.
What's included
- Everything in our network monitoring service, bundled in
- Patch management for servers, endpoints, and network firmware
- Helpdesk and end-user support with defined response targets
- Backup verification — restores actually tested, not just jobs reported green
- Certificate and license expiration tracking
- Vendor management and support-case escalation on your behalf
- Quarterly infrastructure reviews with a documented roadmap
- Asset and warranty lifecycle tracking
How we work
Assess, design, implement, support
- 01
Assess
We document what you actually have — not what the last as-built says you have.
- 02
Design
A written design with the reasoning behind each decision, priced before work starts.
- 03
Implement
Phased cutovers with rollback plans. No single high-risk night.
- 04
Support
Documentation, knowledge transfer, and ongoing support at whatever level you need.
Service commitments
Response commitments, in your agreement
Severity levels and response targets are agreed before work starts and written into the contract — set against what downtime actually costs your operation rather than a number we picked for everyone.
Severity levels, agreed up front
Every agreement defines what counts as critical, what counts as routine, and everything between — so there's no argument about priority in the middle of an outage.
Response times, negotiated to fit
Targets are set against what downtime actually costs your operation. A mine site running dispatch and a five-person office need different commitments, and we price accordingly rather than applying one number to everyone.
In the contract, not the sales pitch
Whatever we agree is written into the service agreement with the severity definitions attached. It's a commitment you can hold us to, not an assurance that evaporates when it's inconvenient.
After-hours coverage available
Standard coverage runs during business hours. Round-the-clock response is available as an add-on and carries the same agreed targets — monitoring itself runs continuously either way.
Standard coverage: Monday–Friday, 8 AM – 5 PM Mountain Time.
These are response commitments — the time until a person is working your issue. Resolution depends on the fault, and we won't quote one before we've seen it.
Managed IT: common questions
How is this priced?
Most agreements are per-user or per-device monthly, with the scope written into the agreement rather than left to interpretation. We'll tell you which model fits your mix of servers, endpoints, and users — they price very differently for a server-heavy environment than a user-heavy one.
Can you support systems you didn't install?
Yes, and it's most of what we take on. The first engagement is an assessment, because we won't commit to response times on an environment we haven't documented. Anything we find that needs remediation gets quoted separately before the agreement starts.
Do we still need internal IT staff?
Often yes, and the arrangement works well. We handle infrastructure, monitoring, and escalation while your staff handles the business-specific systems and users. We're just as comfortable being the whole IT function for smaller organizations.
Do we need network monitoring on top of this?
No — monitoring and preventive maintenance are included here. If you have capable in-house IT and only want the round-the-clock infrastructure watch, that's available on its own as network monitoring instead, without the helpdesk and user support.
Related services
Network Design
Layer 2 and Layer 3 network architecture designed for growth, segmented for security, and documented so your team can actually run it.
Firewalls & Security
Next-generation firewall deployment and network segmentation — configured with a policy you can audit, not a default ruleset with an any/any at the bottom.
Point-to-Point Wireless
Wireless bridges that connect buildings, yards, and remote sites where trenching fiber costs more than the building — engineered with an actual path survey.
Let's look at what you're running
A no-cost assessment of your network, servers, or phone system — you get the findings and the recommendations whether or not you hire us.