What does a managed IT services provider actually do?
We become your outsourced IT department. Day to day that means proactive monitoring of every workstation, server, and network device; automated patching for Windows and third-party apps; Microsoft 365 administration; user provisioning and offboarding; security baseline enforcement (Defender, BitLocker, ASR rules); backup verification; and unlimited remote help-desk support for everyone in the company. The goal is that nothing breaks — and when it does, a real engineer answers within 30 minutes.
How is managed IT different from break-fix or hourly IT support?
Break-fix only gets paid when something is broken, so the incentives are backwards: a profitable break-fix shop is one where things break a lot. Managed IT is a flat monthly fee, which means we make more money when your environment is stable — so we invest in monitoring, patching, and prevention. The boring infrastructure work nobody enjoys (firmware updates, certificate renewals, backup verification, baseline drift) finally gets done on a schedule instead of after it breaks.
How fast do you respond to a support request?
Our service-level target is under 30 minutes for any ticket during business hours (Mon–Fri 8am–6pm Pacific) — that's both the published trust stat on our homepage and the operating average. There is no phone tree, no level-1 queue, and no offshore escalation path — Christopher Engelhardt, the founder, is the engineer who picks up.
Can you work alongside our existing internal IT person?
Yes — that's our Co-Managed plan. We handle the heavy infrastructure (monitoring, patching, security baseline, M365 administration, after-hours coverage, vendor escalation) and your internal person handles the day-to-day user-facing work and institutional knowledge they're best at. It's a common starting point — many businesses keep an internal IT person and add a managed provider for the heavy infrastructure work, and some later choose to fully outsource as their needs change.
Where are you based and which areas do you serve?
We're based in Orting, Washington and serve small businesses across Pierce and King County — including Tacoma, Puyallup, Auburn, Sumner, Bonney Lake, Kent, Renton, Federal Way, Seattle, and Bellevue. Remote support reaches anywhere; on-site visits are typically same-day inside Pierce County and next-day in King County.
Do you outsource any of the work overseas?
No. Every ticket, alert, and engineering decision is handled in-house in Washington State. Your data stays inside infrastructure we operate (or vetted US providers like Microsoft 365 and Huntress). We do not use offshore help desks, white-label NOCs, or contract labor.
What does managed IT cost for a small business?
Our per-user plans start at $99/user/month for Co-Managed and $149/user/month for fully Managed Pro. Servers are billed per endpoint at $99/month. Onboarding is included — no setup fees. See the full pricing page for line-by-line details.
We're a small shop with just 3–10 devices. Is per-user pricing right for us?
Probably not — at small device counts our flat-rate Small Business plans are usually a better fit: Business Watch $99/month (up to 3 devices), Business Shield $199/month (up to 7), and Business Fortress $349/month (up to 10), with Huntress 24/7 SOC included on Shield and above. The per-user track on this page is built for organizations of roughly 5+ users where headcount is a more honest measure of what we manage.
