Fully managed
Fully Managed IT Services in New Hampshire and Massachusetts
For organizations with no internal IT, or with someone whose actual job is something else. We take the whole environment, and you get your week back.
What Are Managed IT Services?
Managed IT services means an outside provider takes ongoing responsibility for an organization’s technology: the helpdesk, the servers and devices, the network, security, backup, and the planning behind all of it, for an agreed monthly fee rather than by the hour.
The distinction that matters is where responsibility sits. With fully managed IT we own the environment and the outcome. With co-managed IT your internal team stays in control and we cover the areas you choose. Both carry the same service level commitments, including technician response within 2 business hours.
What’s included
What This Service Covers
- A helpdesk your staff actually reachAnswered by engineers, Monday to Friday from 8:00am to 6:00pm Eastern, with 24x7 emergency support for critical outages.
- Monitoring and patching that does not wait for a complaintServers, endpoints, and network equipment watched continuously and patched on a schedule, so problems are found before your staff find them.
- Security built into the agreementMulti-factor authentication, endpoint protection, email security, and the monitoring behind them, configured and maintained as part of the service.
- Backup that has been restored, not just runBackups verified by actually recovering from them, against recovery targets you agreed to in writing rather than ones we chose for you.
- Your vendors become our problemLine-of-business software vendors, the internet provider, and hardware suppliers dealt with by us, including escalation when an issue is theirs rather than ours.
- Documentation you ownYour environment written down and kept current, and it stays yours if you ever decide to take it elsewhere.
- Budget and replacement planningA roadmap reviewed with you, so hardware refreshes and licensing changes stop arriving as surprises.
Service level agreement
Fast, Responsive IT Support SLAs
Our service level agreement (SLA) for fully managed IT includes a live helpdesk answered by a real person, technician response within 2 business hours, 24x7 emergency support for critical outages, and a local New Hampshire-based team. Co-managed clients get the same service levels for the areas we cover, and your signed service agreement sets out the terms that apply to you.
- Live helpdesk answered by a real person During helpdesk hours, Monday to Friday from 8:00am to 6:00pm Eastern, your call is answered live by an engineer.
- Technician response within 2 business hours Requests are triaged by urgency, so the issue stopping your business is taken first. Most are resolved remotely, which is faster than travel, so the 2-hour response is not an on-site arrival time.
- 24x7 emergency support for critical outages When a critical outage hits outside helpdesk hours, including nights and weekends, call (603) 546-6422, extension 2.
- Local New Hampshire-based team Based at our office in Nashua, and on site across southern New Hampshire and eastern Massachusetts.
Fully Managed IT Usually Fits When
You Have No Internal IT at All
Technology currently lands on an office manager, a partner, or whoever is least afraid of it, and none of them were hired to do it.
Your One IT Person Has Left, or Is About To
Replacing a generalist who knew everything about your environment is slow and expensive. Taking on the environment is faster and does not resign.
You Are Buying Support by the Hour and It Shows
Break-fix pays someone to arrive after the problem. Nobody is being paid to stop it happening, so it keeps happening.
Outcomes
What You Get Out of It
Sectors where we do this work most often:
- One number to call, answered by someone who knows your systems
- Problems found by monitoring rather than by staff complaints
- A predictable monthly cost instead of unpredictable hourly bills
- Security and backup maintained rather than assumed
- Technology decisions planned a year out rather than made under pressure
Common questions
Managed IT Questions
What is the difference between managed and co-managed IT?
With fully managed IT we take responsibility for the whole environment. With co-managed IT your internal team stays in control and we cover agreed areas alongside them, whether that is helpdesk overflow, a specific platform, out-of-hours coverage, or strategic planning. Both carry the same service level commitments, and organizations move between the two as their team changes.
What response time and service levels come with managed IT?
Fully managed clients get a technician response within 2 business hours. The helpdesk is answered live by a real person, Monday to Friday from 8:00am to 6:00pm Eastern. Critical outages get 24x7 emergency support, and our team is based locally in Nashua, New Hampshire. These are our standard service levels, and your signed service agreement sets out the terms that apply to you.
What size organization is fully managed IT for?
Most fully managed clients have no internal IT staff, and we support organizations from 1 to 1,200 users across our services. Below roughly ten people the question is usually whether you need a full agreement or just a handful of things looked after, and we will tell you which.
What is actually included, and what costs extra?
The helpdesk, monitoring, patching, security tooling, backup, vendor coordination, documentation, and planning are the agreement. Hardware, software licensing, and project work such as a migration or an office move are quoted separately, because pretending otherwise just means a higher monthly fee.
How do we move from our current provider?
With a documented handover rather than a cliff edge. We take an inventory, get administrative access in order, learn what is fragile before we touch it, and agree a date. We have done this often enough to know that the risky part is never the technology, it is the knowledge nobody wrote down.
Related
Often Needed Alongside This
Where we deliver this
Fully Managed IT Across New Hampshire and Massachusetts
On-site from our Nashua office, with day-to-day support delivered remotely because it resolves most issues faster than a visit would.
Talk to Someone Who Has Done This Before
Start with a free IT assessment. We review where you stand, explain the risks in plain English, and give you a written roadmap to keep, whether or not you engage us.