Managed Services
Service Details
Our Managed IT Services provide a fully comprehensive, hassle-free support package for small businesses, offering proactive monitoring, security, on-site visits, and unlimited remote support—all for a predictable monthly cost. With included cybersecurity tools, scheduled maintenance, and priority service, this approach ensures reliability, minimizes downtime, and saves businesses from the high costs and inefficiencies of outdated break/fix IT support.
-
Unlimited remote support during business hours
-
Proactive monitoring of PCs, Servers, Networks, Backups, and OS Updates
-
Scheduled on-site visits
-
Endpoint Detection and Response (EDR) software
-
Password manager provided to customers and their families
-
Remote access to PCs for end users (can be turned on by request, no extra fee)
-
Reduced hourly rate for projects or after-hours work
-
Priority service
Benefits of MSP
Scheduled On-Site Visits
DETAILS
Scheduled on-site visits are a crucial part of our MSP package because they allow us to build a deeper understanding of your business’s unique environment and needs. While remote support is invaluable for quick issue resolution, a regular on-site presence enables us to perform proactive maintenance that can’t always be done remotely, such as physical hardware checks, network infrastructure assessments, and hands-on training.
These visits also foster a stronger relationship between our team and yours, allowing for face-to-face communication about your technological goals and challenges. This personal connection helps us tailor our support more effectively and ensures that your IT infrastructure is not just running smoothly but is also strategically aligned with your business objectives. By proactively addressing potential issues and understanding your specific setup, we can minimize disruptions and maximize your team’s productivity.
Endpoint Detection and Response (EDR) Software
DETAILS
Endpoint Detection and Response (EDR) software is a vital layer of security for your business. Unlike traditional antivirus, EDR provides continuous monitoring and analysis of activity on your endpoints (like computers and servers) to identify and respond to sophisticated threats that might bypass standard security measures. EDR offers real-time visibility into suspicious behavior, allowing us to quickly isolate affected devices, investigate potential incidents, and neutralize threats before they can cause significant damage. This proactive approach to endpoint security is crucial in today’s evolving threat landscape, providing an added level of protection and peace of mind for your business.
Password Manager
DETAILS
A password manager is an essential tool for modern businesses because it significantly enhances security and simplifies user access. By securely storing complex and unique passwords for all online accounts, it eliminates the need for employees to remember multiple credentials, reducing the risk of weak or reused passwords that are easily compromised. We provide this valuable tool to our customers, extending the benefit of improved password security not only for their business accounts but also for their personal use at home with their families. This promotes better password hygiene practices across the board and strengthens overall digital security.
Remote Access
DETAILS
Remote access for end users to their PCs provides your team with the flexibility and capability to work effectively from anywhere, whether it’s for planned work-from-home arrangements or unexpected emergencies. This ensures business continuity by allowing employees to securely access their familiar work environment, files, and applications from any location with an internet connection. This capability is crucial for maintaining productivity and responsiveness, regardless of physical location or unforeseen circumstances.
Priority Service
DETAILS
Priority service ensures that as an MSP customer, your urgent IT issues are given top precedence and are addressed with expedited response times. This means that when critical problems arise that could impact your business operations, you can be confident that our team will prioritize resolving them quickly to minimize downtime and get you back up and running as soon as possible. This commitment to priority support provides an added layer of security and peace of mind, knowing that your most pressing IT needs will be handled with the urgency they require.
Proactive Monitoring of PCs, Servers, Networking, and Backups
DETAILS
Proactive monitoring of your PCs, servers, network, and backups is essential because it allows us to identify and resolve potential IT issues before they cause significant disruptions to your business operations. Think of it as preventative maintenance for your technology. We continuously monitor the health and performance of your critical systems, looking for early warning signs of problems like failing hardware, software errors, or backup failures. By catching these issues early, we can often resolve them remotely and quickly, minimizing downtime and preventing costly outages that can impact your productivity and bottom line. This proactive approach ensures your technology infrastructure remains stable, secure, and optimized, allowing you to focus on running your business without constant worry about IT problems.
Proactive Software and OS Updates
DETAILS
Proactive software and operating system updates are a critical component of our managed services because they ensure your systems are running efficiently, securely, and with the latest features. Software and OS vendors regularly release updates to patch security vulnerabilities, fix bugs, and improve performance. By proactively managing these updates, we minimize your exposure to cyber threats and ensure your team is working with the most stable and optimized software versions. This reduces the risk of security breaches, compatibility issues, and performance slowdowns, ultimately contributing to a more productive and secure work environment for your business.
Unlimited Remote Support
DETAILS
Unlimited remote support during business hours provides your business with on-demand assistance whenever you encounter IT issues. This is particularly beneficial for small businesses as it eliminates the worry of escalating support costs based on the number or duration of calls. You can access the help you need without having to factor in hourly rates or budget for each individual support request, allowing you to focus on resolving issues quickly and efficiently, minimizing downtime and keeping your team productive, all within a predictable monthly service fee.
Reduced Hourly Rates
DETAILS
As an MSP customer, you benefit from reduced hourly rates for any IT needs that fall outside the scope of our standard managed services. This provides a cost-effective solution for project-based work, specialized support, or any ad-hoc requests that may arise. This ensures that even when you require additional IT assistance, you can do so at a pre-negotiated, lower rate, offering predictable budgeting and maximizing the value of your partnership with us.
IT Consulting & Strategy
DETAILS
IT Consulting and Strategy services provide your business with expert guidance to align your technology investments with your overall business goals. We work with you to understand your current infrastructure, identify areas for improvement, and develop a strategic roadmap for your future IT needs. This proactive approach ensures that your technology is not just a cost center, but a valuable asset that drives efficiency, innovation, and growth for your business. We help you make informed decisions about technology adoption, infrastructure upgrades, and security measures, ensuring you are leveraging technology effectively to achieve your business objectives.
Don’t Stress Over the Tech.
Common Questions and Answers below. Please reach out so we can assist in serving your business needs.
Free Initial Consultation
24/7 Fast Support
Why should I choose Managed Services over On-Demand Support?
The major benefits of Managed Services are that it is proactive in nature and provides a predictable cost to the client. A business should choose Managed Services when they want a technology partner to come alongside their business and handle the technology that runs their business with less hassle. As your technology partner, we strive to save you money wherever we can, eliminating technological waste, ensuring you only have what you need or helping renegotiate contracts with companies like your Internet Service Provider. Another reason you may want to choose Managed Services is to consolidate your technology bills. We provide EDR, a password manager, remote access tools for your employees, and offer other services like backups and managed firewalls. All of this ends up on one bill instead of three or four.
What are the differences between proactive and reactive support?
Choosing a proactive approach like Managed Services is like having a dedicated IT team working behind the scenes to keep your business running efficiently, while reactive on-demand support is like calling a repair person only when something breaks. Proactive maintenance prevents many things that would have ended up being reactive support calls.
What areas do you service?
We strive to serve Central Massachusetts with a strong focus in the Wachusett and Nashoba regions. We are passionate about being a part of our local community! However, we are happy to help small businesses wherever you may be in Massachusetts. Please note that the following is not an exhaustive list, and we won’t turn a small business away based on location.
Auburn, Berlin, Bolton, Boylston, Clinton, Fitchburg, Gardner, Grafton, Holden, Hudson, Lancaster, Leominster, Marlborough, Northborough, Oxford, Paxton, Princeton, Rutland, Shrewsbury, Southborough, Sterling, Stow, Westborough, Worcester
What is NOT included in Managed Services?
Managed Services covers quite a bit, but there are some restrictions unless otherwise outlined in your contract with us. This is not meant to be a complete list, and we will outline the most common things that we get asked about a lot.
- Additional on-site visits not outlined in your package will need to be approved by your designated admin and will be billed at the agreed upon MSP client hourly rate.
- Off-hours, weekends, and holiday support, on-site or remote, will be billed at the agreed upon MSP client off-hours hourly rate.
- While our Managed Services will provide your team with software like EDR software and password managers, not all the software you need to run your business is included. A good example would be software like Quickbooks or Microsoft Office to name a couple. We will manage and support the software you use, but it isn’t always provided as part of our services.
- Project work will also generally not be included in our Managed Services package. As a general rule of thumb, if the project takes longer than your monthly scheduled visits for a month to complete and it is adding new functionality to your network or business, it is considered a project. It all comes down to the size and scope of the project since projects come in all shapes and sizes. Your on-site visits can be used to complete small projects if agreed upon before the start of the project. If we can realistically complete the project during your on-site visits for a month, we will. We like saving you money where we can.
What is typically done during our included on-site visits?
On-Site visits are typically part of the managed services package so that we can complete physical hardware checks and provide maintenance that can only be done on-site, like a BIOS update or blowing out a PC regularly that lives in a dusty shop space. We also know that users will experience small issues that are not major problems, but they aren’t hindering their work enough for them to open a support ticket. These issues will often go weeks or months without being resolved. With our on-site visits we make it a point to check in with your employees to not only see what we can do for them, but it allows us to truly get to know your business the best we can and be that technology partner with you that we strive to be.
How do you ensure the security of our data and protect us from cyber threats? What security measures do you have in place, and what are your best practices?
We put security first in everything we do. Protecting businesses from cyber threats requires multiple layers of protection. We offer managed firewalls as the first line of defense to protect the entire network. After that, each PC gets our EDR software installed on them to protect the individual devices that access data on your network. Secure backups protect you from data loss or malicious viruses that encrypt your data, and we offer your employees a password manager to help them maintain good password hygiene in the office and at home. We also provide training where possible to your employees to help them understand what to look for when browsing the internet or identifying suspicious emails.
We also take compliance seriously and recognize that many companies need to maintain compliance. We are familiar with HIPAA, PCI, and DSS to name a few, but there are many compliance standards out there. The tools we use to support our clients are HIPAA compliant. We also utilize best practices like changing default usernames and passwords to prevent unauthorized access to technology or systems. Please let us know if you have specific compliance requirement needs.
How quickly do you respond to support requests?
We outline our response times in a Service Level Agreement with you that we both agreed upon at the start of our relationship. This will differ from company to company based on your needs.