Managed IT Services for Businesses

Moving to Managed IT

Managed IT means one provider runs your business's computers, network, Microsoft 365 and security on an ongoing basis, instead of being called after something breaks. Break-fix support is billed per job, by time and materials, after a problem appears, and includes no ongoing monitoring or preventive maintenance. A managed service provider is typically paid a recurring monthly fee and monitors and maintains systems continuously under a service agreement.

Help Desk and Continuous Monitoring

Your staff reach the help desk by phone at (844) 422-7000, by email, or by messaging in Microsoft Teams; most requests arrive through Teams. Every request becomes a ticket and stays open until it is resolved, and you see ticket history in a client portal.

Every PC and server is monitored around the clock for failing backups, full disks, missing updates, offline machines, installed software and changes. A monitored problem raises a ticket automatically, so many issues are worked before staff notice them.

Device Management and Patching

Devices are enrolled in management with your company's security settings before they are handed to staff. Monthly Windows updates and third-party application updates are rolled out on a schedule, and feature updates can be held back until proven stable. Rapid patching, where newly published vulnerabilities are matched to your systems and fixed within hours, is offered for customers who want it.

Backup and Restores

Servers and workstations are backed up as whole-machine images with Veeam or Acronis; N-able Cove and Axcient are used where a copy should go straight to cloud storage. Microsoft 365 mail, OneDrive, SharePoint and Teams are backed up with Veeam for Microsoft 365 into Azure, separate from Microsoft 365's own retention. Restores are tested on a schedule, because a backup job reporting success does not prove the copy opens.

Security and Incident Response

Security runs on Microsoft Defender and Microsoft Sentinel. Microsoft Defender for Business is Microsoft's endpoint protection for businesses up to 300 users, with endpoint detection and response and automated investigation and remediation. Microsoft Defender for Business is included in Microsoft 365 Business Premium.

A SIEM (security information and event management system) collects logs from many sources into one place so they can be searched and analysed together. Microsoft Sentinel is Microsoft's cloud SIEM; it collects data from users, devices, applications and cloud services, and its analytics group related alerts into incidents. Sentinel collects logs from your Microsoft tenant, endpoints and backup jobs into one timeline, and its detection rules are kept current as part of the service. Each security incident is laid out as a timeline, and you receive a plain-language report of what happened and what was done.

Microsoft 365 and Google Workspace Administration

Microsoft 365 is administered for you: users, licences, mailboxes, Teams, security settings and Microsoft Secure Score recommendations. When an employee leaves, their mailbox and OneDrive are backed up before the licence is removed, and their access is closed the same day. If a business has no Microsoft 365 or Google Workspace tenant, one is set up for it. Google Workspace is supported alongside Microsoft 365, and you choose which suits you.

Microsoft sells business licences through partners in its Cloud Solution Provider program as well as directly; plans and terms are set by Microsoft. Microsoft 365 business plans are capped at 300 users. Microsoft 365 Copilot is bought on top of a Microsoft 365 plan and is not included in any standard plan.

Unified Billing

Microsoft 365, Google Workspace, Azure and Amazon Web Services subscriptions can be billed together on one monthly invoice that shows each service and licence. Licence changes, such as adding or removing a user, show on the next bill.

On-Site Work, Equipment and Projects

On-site work covers the network, Wi-Fi, firewall, phones, printers and cabling at your office, including new and moved offices. Penetration testing, cameras, door access, building cabling and other installation projects are quoted separately from the monthly service.

Equipment is supplied in one of three ways, chosen per job: included in the service and owned by the provider, sold outright, or as a subscription we pay for and re-bill. When equipment is included in the service, you do not buy it up front. Laptops, desktops, network equipment and phones are business grade and arrive set up with your accounts and management in place.

Onboarding, Reporting and IT Strategy

Onboarding starts with an assessment of the existing computers, network, accounts, licences and backups. During onboarding every machine is brought under monitoring and patching, backups are set up and tested, and equipment is recorded in an asset list with model and serial number. Logins for your systems are held in the business's own name.

A virtual CIO is a part-time technology lead for a business that does not employ one; regular meetings produce a technology roadmap and budget. Strategy meetings draw on the monthly report and security scores, and include finding unused licences, duplicate subscriptions and outdated equipment. Each customer receives one report a month covering tickets, patching, backups, security incidents, licences and billing. HIPAA is one of several compliance frameworks supported; the service is not limited to one industry.