Managed IT — under one SLA.
Day-to-day IT operations under an accountable SLA. Help desk, patching, identity, backup, vendor coordination — owned in your tenant, documented for your team.
Operational companies — SMB, mid-market, or enterprise — that need accountable day-to-day IT (help desk, patching, identity, backup, vendor coordination) under one SLA with documented escalation paths. Best fit when the current model is a fragmented mix of in-house, freelance, and break-fix vendors, or when consolidating multiple regional providers under one partner.
What runs under your managed IT contract
Operational scope and reporting cadence are defined before signature, measured monthly, reviewed quarterly.
24x7 help desk with same-day escalation
Tickets routed by severity, with an explicit escalation path for outages affecting customer-facing systems. One queue, one phone number, one accountable owner.
Patch + identity + backup governance
Operating systems, third-party apps, identity providers, and backups managed as one program. Coverage measured monthly against your tenant baseline.
Vendor coordination across the stack
Microsoft, AWS, GCP, ISPs, telephony providers, line-of-business apps — we hold the contract calls so your team doesn't.
Documented configuration in your tenant
Runbooks, network diagrams, and change history live in a repository you own. No vendor lock-in on knowledge.
Monthly executive report
Tickets opened, tickets closed, MTTR, change windows, capacity planning, vendor escalations — measured, not estimated.
Quarterly business review
Roadmap, risk register, budget planning, headcount alignment. Held with your leadership team, not with a help-desk dispatcher.
Items below sit outside the scope of this service. Some are handled by separate EFROS engagements; others belong with your existing partners or in-house team.
- Penetration testing or vulnerability exploitation (engaged separately)
- Custom application development or in-house software engineering
- Hardware procurement (we source, you own the assets and contracts)
- Phone-system replacement (handled by the /services/3cx engagement)
- Cybersecurity-incident response retainer (separate engagement; see /security/incident-response)
Identity hardening, endpoint coverage, patch discipline, and documented offboarding move the most-exploited gaps to the lowest-risk tier. The bigger win is that real security work no longer competes with daily ticket volume — both happen on schedule, by the same team.
Produces evidence-ready artifacts that satisfy the standard cyber-insurance questionnaire (MFA enforcement, EDR coverage, patch reports, IR plan, awareness training) and the operational controls that auditors expect under SOC 2 CC, ISO 27001 Annex A, HIPAA Security Rule, and PCI-DSS v4.0.1 §6 + §12.
How we engage from Day 0
Discovery
- Inventory: domains, email, endpoints, users, backups, firewalls, cloud, phones
- Vendor list and contract dates
- Risk register seed
- Critical-vendor escalation contacts
Stabilization
- MFA enforcement everywhere
- DNS and email security (SPF, DKIM, DMARC, MTA-STS)
- Endpoint baseline and patch coverage
- Backup verification with restore test
Hardening
- SIEM and MDR coverage
- Vulnerability management cadence
- Incident response plan and tabletop
- Compliance baseline mapped
Governance
- Security score review
- Roadmap and budget alignment
- Risk register update
- Executive report archived
Industries this fits best
The pattern works anywhere; these are where the operational lift is most visible.
Logistics
Dispatch, ELD, driver devices, broker email — all on one queue.
Healthcare
HIPAA-aligned baseline with documented BAA scope.
Financial Services
FFIEC, GLBA, NYDFS 23 NYCRR 500 expectations baked in.
Legal
Privilege preservation, client-data segregation, billable-hour continuity.
Professional Services
Microsoft 365 hardening with client-data segregation.
Standard versions should be verified from the official source before contractual reliance.
Questions before we start.
Who owns the configuration and documentation?
You do. Runbooks, network diagrams, and change history live in a repository you control. We bring expertise, not custody.
What if we already have an internal IT person?
Many of our clients have an internal lead. We absorb routine load (tickets, patching, backups) so your internal lead spends time on strategy and projects, not Outlook tickets.
What's the SLA?
Severity 1 (customer-impacting outage): 30-minute acknowledgement, 4-hour resolution target. Severity 2: same-day. Severity 3: next-business-day. SLA terms are contractual and measurable, not aspirational.
Can we exit cleanly if it isn't working?
Yes. Contracts are typically 12-month renewable with 60-day exit notice. All documentation and access remains in your tenant — no vendor lock-in on knowledge.
Start with your domain.
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