Question 1

What is included in managed IT services?

Accepted Answer

Managed IT covers your day-to-day operations: 24/7 system monitoring, patch management, helpdesk support for your team, email and Microsoft 365 administration, security tooling, backup verification, and strategic IT planning. We act as your full IT department for a fixed monthly fee, sized to the number of users and devices you have.

Question 2

How is managed IT different from on-demand support?

Accepted Answer

On-demand support is reactive: something breaks, you call us, we fix it for $79 per 30 minutes. Managed IT is proactive: we monitor your systems continuously, patch them before vulnerabilities can be exploited, run backups, and answer helpdesk requests without per-incident charges. Most growing businesses outgrow break-fix support around 5 to 10 employees.

Question 3

How quickly do you respond to support requests?

Accepted Answer

For managed IT clients, target response is under 15 minutes during business hours and within an hour after hours, with explicit SLAs in your service agreement. Critical incidents (security breaches, business-stopping outages) get same-hour response 24/7. Response times are tracked and reviewed monthly.

Question 4

Do you require a long-term contract?

Accepted Answer

Most clients sign a 12-month agreement so we can plan and budget around their environment. Month-to-month is available at a higher rate. We do not lock you in with technical hostage-taking: all credentials, documentation, and configurations remain yours and we hand them over cleanly if you ever leave.

Question 5

Can you support remote and hybrid teams?

Accepted Answer

Yes. CyberITEX is remote-first by design. We support distributed teams using Microsoft 365 / Google Workspace, VPN, MDM, conditional access, and secure remote-access tooling. Your team gets the same support whether they are in the office, at home, or traveling.

Question 6

What if we already have an internal IT person?

Accepted Answer

Many of our clients run a co-managed model: their internal IT handles strategy and project work, and we handle 24/7 monitoring, helpdesk overflow, and security operations. This frees the in-house resource from constant interruptions and gives the business deeper coverage than one person can provide alone.

Managed IT Services

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