Frequently Asked Questions

For our managed service clients, we guarantee that a qualified technician will begin working on your issue within 15 minutes of receiving your support request during business hours (Monday-Friday, 8 AM - 6 PM ET).

This isn't just "we'll call you back in 15 minutes." We actually start diagnosing and fixing your problem within 15 minutes. Our average response time is actually 11 minutes.

Important: This guarantee applies to managed service clients on active support agreements. Break-fix clients receive support based on technician availability.

It's straightforward:

• Schedule a free assessment: We review your current IT setup, identify risks and opportunities
• Receive a proposal: Transparent pricing, clear deliverables, no long-term commitment
• Smooth onboarding: We transition your systems with minimal disruption to your business
• Ongoing support: You get proactive monitoring, fast support, and strategic IT guidance

The whole process typically takes 2-3 weeks from first call to full management.

No long-term contracts required. We operate on month-to-month agreements.

We believe that if we're doing great work, you'll want to stay. If we're not delivering value, you shouldn't be locked in. Simple as that.

No cancellation fees, no early termination penalties, no "gotchas." Just 30 days notice and you're free to go.

Our managed IT services typically range from $1,500 to $4,500 per month, depending on:

• Number of users/devices
• Complexity of your IT environment
• Level of support needed
• Additional services (cybersecurity, cloud, etc.)

Most businesses with 10-25 employees pay between $2,000-$3,000/month for complete IT management.

What's included: Unlimited support, 24/7 monitoring, cybersecurity, backups, strategic planning, and more. You know exactly what you're paying each month—no surprise bills.

No hidden fees. Period.

Your monthly fee covers all labor, monitoring, and standard support. If something requires new hardware or software purchases, we'll get your approval first.

We believe in transparent pricing. You'll know exactly what you're paying and what you're getting.

Yes! We offer break-fix support for businesses who aren't ready for full managed services.

Break-fix rates: $150/hour with a 1-hour minimum, billed in 15-minute increments.

What you get: Expert technicians, same skillset as managed clients, just billed by the hour instead of monthly.

What you don't get: The 15-minute response guarantee, proactive monitoring, or discounted rates. Break-fix clients are supported based on technician availability.

Everything you need to run your business:

• 24/7 network and server monitoring
• Unlimited help desk support (email, phone, remote)
• Proactive maintenance and updates
• Cybersecurity protection
• Cloud backup and disaster recovery
• Strategic IT planning and consulting
• User onboarding and training
• Vendor management
• Regular technology assessments

Basically, if it plugs in or connects to the internet, we handle it.

Yes! While we can solve most issues remotely, we provide same-day on-site support when needed.

Because we're local to Northern Kentucky, we can typically have a technician at your office within 20-30 minutes for urgent issues.

On-site support is included in your managed services agreement—no extra trip charges or hidden fees.

Regular Business Hours:
Monday - Friday, 8:00 AM - 6:00 PM ET

After Hours/Emergency Support:
Available 24/7 for managed service clients for critical issues

Our 15-minute response guarantee applies during regular business hours. After hours, we respond as quickly as possible based on the severity of the issue.

We'll work with your timeline. Many businesses find it helpful to:

• Start with a consultation now to understand what's possible
• Plan the transition for when your current contract expires
• Have us review the contract to understand your options

We're patient and understand these transitions take planning. We'd rather do it right than do it fast.

Multi-layered security approach:

• Advanced threat protection: Enterprise-grade firewalls, antivirus, and email filtering
• Employee training: Regular security awareness training to prevent phishing
• Dark web monitoring: We watch for your company data on the dark web
• Vulnerability assessments: Regular scans to find and fix security gaps
• Security updates: Automated patch management keeps everything current
• Access controls: Multi-factor authentication and proper permission management

Cybersecurity isn't an add-on—it's built into everything we do.

First, we work hard to prevent this. But if it happens:

• Immediate containment to stop the spread
• Assessment of what was affected
• Recovery from our secure, tested backups
• Investigation to understand how it happened
• Remediation to prevent it from happening again

Our average recovery time from ransomware is under 4 hours. Compare that to the 16-day industry average.

We've never paid a ransom for any client because our backup strategy works.

Yes, regularly. A backup that doesn't restore isn't a backup—it's a false sense of security.

We perform quarterly restore tests to verify your backups actually work. You'll receive a report showing:

• What was tested
• How long the restore took
• Any issues found (and how we fixed them)

Plus, our backup system monitors itself daily and alerts us immediately if a backup fails.

Absolutely. We specialize in secure remote work setups.

We'll set you up with:

• Secure VPN access to your office systems
• Cloud-based file access (Microsoft 365, SharePoint)
• Collaboration tools (Teams, Zoom)
• Multi-factor authentication for security
• Remote desktop solutions if needed

Your team can work from anywhere with the same security and access as if they were in the office.

Usually not. We work with what you have and recommend upgrades only when necessary.

During our assessment, we'll identify:

• What's working fine and can stay
• What's creating security or reliability risks
• What would provide good ROI if upgraded

We're honest about what needs replacing versus what's just "nice to have." We'd rather keep you as a long-term client than make a quick buck on unnecessary hardware sales.

We work with businesses in healthcare, legal, manufacturing, professional services, and more. Each industry has specific needs:

• Healthcare: HIPAA compliance, EHR systems, practice management
• Legal: Document management, case management systems, trust accounting
• Manufacturing: Industrial control systems, CAD/CAM software, inventory management
• Professional Services: CRM, project management, billing systems

We learn your industry-specific software and work with your vendors to ensure everything integrates properly.