How we work
Every new client is onboarded the same way. We review the environment, correct critical risks, document and standardize it, and then manage it on a recurring schedule. Steps and timelines are confirmed in your service agreement.
Onboarding
Normal work continues throughout onboarding. Changes that could affect your staff are scheduled with you in advance.
Step 1: Discovery call
A conversation about your business, your locations and the problems you want solved.
- Users, devices and servers
- Internet, Wi-Fi and remote access
- Current backup and security tools
- Known outages and recurring issues
Step 2: Environment review
A remote review, with an onsite visit where needed, to confirm how everything is set up.
- Network layout and key equipment
- Servers, storage and cloud services
- Line-of-business applications and integrations
- Backup targets and schedules
Step 3: Stabilization
Critical risks are corrected first, before any larger changes are made.
- Endpoint protection installed where missing
- Backup gaps closed
- Exposed remote access secured
- Essential updates applied to critical systems
Step 4: Documentation and standards
The environment is documented and brought in line with our standards.
- Network diagram and IP addressing plan
- Inventory of covered devices and services
- Password and access management approach
- Backup retention and restore objectives
- Standard build templates for new devices
Step 5: Introduction to your staff
Your team learns how to request help, what is covered and what to expect.
- Support contacts and client portal access
- How to report incidents and suspicious activity
- Procedures for new hires and departures
- Checklists for remote work setups
Step 6: Ongoing management
The environment moves to steady-state management on a recurring schedule.
- Monitoring and patching
- Review of alerts, incidents and backup reports
- Changes as you add staff or locations
- Lifecycle and upgrade recommendations
Operating standards
Standard builds
Computers and network equipment are configured from templates, so they behave consistently and are easier to support.
Scheduled maintenance
Monitoring, alerting and patching are part of every environment and run on a recurring schedule.
Change control
Changes to core systems are scheduled, recorded and made with a rollback plan.
Documentation
Network diagrams, configuration baselines and inventories are kept current and available to every technician.
Direct access
Clients work with technicians who know their environment, and escalations go to someone who can act on them.
Security defaults
Backups, multi-factor authentication, endpoint protection and least-privilege access are included from the start.
Published standards
Our standards and policies are available to clients and to businesses evaluating us.
Request a quote
Tell us how many users and locations you have and what you need. We will follow up with options and pricing.