How we work
One firm, one agreement, and a written record of everything.
We take responsibility for the technology your office runs on. That starts with knowing exactly what is there, and it continues with one monthly agreement instead of a stream of invoices.
The engagement
Four stages, in order.
We do not take over a system we have not seen. Every engagement starts on site and ends in a monthly agreement.
- 01
Assess
We walk the office with you. Every phone, switch, access point, workstation, printer and account is recorded, along with the internet circuit, the domain and who holds the passwords.
Result A written picture of what you have, what is fragile and what we would change first.
- 02
Stabilize
We fix what is at risk before we take responsibility for it: failing or misconfigured equipment, unpatched machines, a tangled equipment room, accounts nobody can log into.
Result A clean, labeled, documented starting point that we are willing to answer for.
- 03
Manage
From then on the phones, network, computers and website are ours to run. Staff changes, new hires, moves, vendor calls and the day-to-day requests all come to one place.
Result One monthly agreement, one number to call, and a record that stays current.
- 04
Improve
Upgrades are planned, not reactive. When a firewall, switch or phone system needs replacing, you get a written plan first and the work is scheduled after hours.
Result Changes that land overnight, with a check-in call the next morning.
The monthly agreement
What managed means, in practice.
The agreement covers the services you have with us. The detail is written into your agreement; this is what it generally includes.
Day-to-day requests
New users, departed staff, extension and call-flow changes, password resets, printer and email problems.
Monitoring
The equipment we manage is watched for outages and faults, so problems are often found before anyone calls.
Vendor calls
We deal with the internet provider, the carrier, the software vendor and the domain registrar on your behalf.
Documentation
Your site record is kept current as things change. It belongs to you and you can ask for it at any time.
Planning
A regular look at what is ageing, what is out of support and what should be budgeted for next.
Website care
For websites under management: hosting, security certificates, the domain and content changes on request.
Project work
Cutovers, clean-ups and moves are for clients under management.
We do not do one-off break/fix calls. Project work is scheduled for clients with a management agreement, because a change is only as good as the people who will be answerable for it the morning after.
One exception: the Closet Reset, a fixed-price, one-night rebuild of your network closet. It is how many clients start.
- When
- Nights and weekends, while the office is closed.
- Before
- A written plan: what changes, the order of work, and how we roll back.
- After
- A check-in call the next morning, and the site record updated.
- Typical work
- Network cutovers, equipment room clean-ups, phone system changeovers, office moves and new locations.
The site record
What we document for every site.
If we were unavailable tomorrow, someone competent could pick up your system from this record. That is the standard.
- Equipment inventory with model, serial, location and warranty
- Network map: internet circuit, firewall, switches, access points, VLANs
- Phone system: numbers, extensions, call flows, hunt groups, key layouts
- Accounts: email tenant, domain registrar, DNS, admin logins held securely
- Workstations and printers: who uses what, and how it is backed up
- Vendor contacts, account numbers and contract dates
Reaching us
Ask the way you would ask a colleague.
For requests that can wait for the next business day, and anything you want in writing.
Text or email a change
In plain language
“Change extension 104 to Maria.” “The front desk phone is not ringing.” No tickets, no portal login required.
How agreements are priced
Priced by the month. Never by the ticket.
We are rarely the lowest bid. What the monthly fee buys is a firm that picks up, already knows your setup, and answers for the result.
Monthly, scoped to you
Your agreement is priced by the seats, sites and services we manage. It is quoted after the assessment, once we know what is actually there.
No hourly billing
Requests covered by the agreement are not metered. You should never hesitate to call because the clock is running.
Websites without a build fee
A website we build and manage carries a monthly hosting-and-care fee rather than a large up-front invoice.
Hardware, plainly
Phones, switches and access points are billed at purchase, or folded into the monthly agreement if you prefer.
Start with an assessment
Let’s walk your office.
We map the phones, network, computers and accounts, and hand you a written picture of what you have and what we would change. Then you decide.