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What is included in your managed IT services (CompleteCare vs. EssentialCare)?
CompleteCare includes helpdesk support; remote monitoring and management of critical infrastructure; email spam filtering, archiving, encryption, and backup; security awareness training; managed backup and disaster recovery; password management; EDR; DNS management; and a suite of cybersecurity tools. It also includes vendor advocacy with third-party vendors, account management, strategic IT planning, and documentation.
EssentialCare is co-managed: you get the same toolset as CompleteCare, while your local IT team provides the helpdesk.
Do you offer 24/7 monitoring and after-hours support?
We continuously monitor your critical systems. During normal office hours, our support team is readily available. When warranted, critical issues route to on-call resources for after-hours support.
How quickly do you respond to support tickets?
We triage each ticket to assess impact, with an average triage time of 12 minutes. Depending on severity and organizational impact, our SLAs define service start times ranging from 4 to 20 hours.
Do you manage Microsoft 365 environments?
We support Productivity and Office apps; Exchange Online, OneDrive, SharePoint Online, and Teams; collaboration and workflow with Power Automate, Power Apps, and Power BI; security and compliance with Defender, Data Loss Prevention, identity and access management through Entra ID, and conditional access policies; and device/application management with Intune and Autopilot.
How do you help protect our data and systems?
Our approach includes continuous end-user training; spam/phishing protection and DNS filtering; endpoint protection with EDR, up-to-date antivirus, and regular patching; firewall best practices (network segmentation, secure remote access, intrusion detection/prevention); backups that are set up, tested, and verified; and strict access controls with enforced MFA.
How do you handle data backups and disaster recovery?
We implement automated backups for critical infrastructure and workstations, monitor backups around the clock for failures, secure backup data in multiple locations, and have expert engineers oversee backup health and integrity.
How do you support CMMC readiness in the Defense Industrial Base?
For the Defense Industrial Base, we work with your team to perform a Gap Analysis, create a POA&M, and coach you through CMMC. We are currently working on additional compliance offerings outside the DoD.
