Finding an IT partner is a large decision for any company that is growing quickly. You need tech support you can count on to keep your business going. But when you start looking at proposals, it can be difficult to figure out what they mean and what you are actually going to get every month.
In order to make the right decision, you need to know what services you will actually be receiving. In the following sections we will describe in detail what is included in managed IT services, including what standard features are, what type of security features you should expect and how you can identify a provider that will meet your company’s requirements.
When you hire a managed service provider (MSP), you are not only getting help desk support, you are getting a complete proactive IT team. Here is a list of the standard items included in a managed service agreement:
What’s included with managed IT services? Managed IT services generally include 24-hour-a-day/7-day-a-week system monitoring, help desk support for the employees, network management, data backup, and core cybersecurity defense.
The provider maintains responsibility for ensuring your computer(s), server(s), and software(s) operate safely and efficiently. You’ll pay a flat monthly fee to have complete peace of mind.
Not all IT companies offer the same package of services; some may provide only basic computer repair while other providers may offer advanced cloud hosting with strict compliance management.
Provider size, level of expertise, and the unique characteristics of your business will determine the scope of service. Consumers should always read the service agreement closely to see exactly what tools and tasks are included in the price quoted.
You also need to choose the right delivery model for your business structure.
Feature | Fully Managed IT | Co-Managed IT |
Best For | Businesses with no internal IT staff | Businesses with a small IT team |
Responsibility | MSP handles 100% of IT operations | MSP shares duties with your internal team |
Cost Structure | Predictable flat monthly fee | Varies based on shared workload |
Primary Goal | Complete technology outsourcing | Supporting and freeing up internal staff |
Your infrastructure is the physical and digital foundation of your business. Managing it properly prevents annoying crashes and keeps your team productive.
Your computers connect through a network to all other devices on the internet as well as each other. Your IT partner will continuously monitor the condition of routers, switches, and firewalls while looking for problems that could cause delays in the flow of data (i.e., traffic congestion) or the failure of hardware that can cause your internet to disconnect during a critical meeting.
No matter where a company’s server resides—whether physically in a closet or virtually in the cloud—it should have ongoing maintenance.
A company’s managed services provider will perform routine assessments of the server, improve performance by fine-tuning settings, and keep the data network’s brain operating at full capacity.
All laptops, desktops, and tablets used by employees should be maintained. Your provider will furnish you with complete management of all endpoints.
In addition to ensuring that devices are set up correctly, they will also confirm that your employees have access to their devices every weekday without interruption.
Most programs find a flaw or bug within their products and periodically provide updates to fix the issue. With an MSP in place, the provider will schedule regular maintenance to remove and install patches and updates on all company devices without the employee having to click on the “remind me later” button any longer.
Each year new cyber threats develop, meaning your business’s cyber defense requires multiple layers of protection of your confidential information.
Firewall ManagementYour office firewall is the virtual security guard that keeps unwanted intruders from accessing the network. As the managed services provider, you configure, control, and update your firewalls to limit entry and access.
You revise the firewall rules using regularly scheduled reviews of security and access points so that cybercriminals cannot use new tactics of attack to exploit your business system.
Endpoint Detection & Response (EDR)The traditional basic antivirus solution is no longer sufficient to defend against the types of attacks being carried out today. EDR leverages advanced technology to monitor user devices for signs of malicious activity.
In the event a hacker attempts to gain access to an employee’s laptop, the EDR will identify and immediately lock down the infected device to mitigate the damage.
Email Security & Phishing ProtectionA fake email is the first step in most cyber attacks. Managed IT comes with advanced spam filters that stop harmful links and attachments from getting to your inbox. This feature protects your team from phishing scams that try to steal passwords.
Multi-Factor Authentication (MFA)Someone could guess or steal your password. To log in with MFA, you must complete a second step, such as entering a code sent to your phone. Your IT partner will set up and enforce MFA on all your business apps, making it impossible for unauthorized users to access your data.
Security Awareness TrainingYour workers are the first people who can help you. A trustworthy IT package should include regular training sessions to show your team how to spot scams.
Providers often use tools like Microsoft Defender and the 365 Security stack to send fake phishing emails to employees to safely test their knowledge.
Data is the foundation of your organization. You will need to quickly recover your data in the event of a server failure or if a flood damages your office.
You shouldn’t have to remember to back up your files on a regular basis. Your managed service provider will set up automated systems that will back up your files at least once per day, resulting in you always having access to the most current version of them in a safe place.
Storing backups of your data on hard disks located in your office is very risky. A managed service provider will send copies of your data to an encrypted cloud-based storage location, so if your business were to suffer an environmental disaster, your data would still be safe and accessible.
Backups are just the first step in maintaining your company through a disaster. Business continuity planning is how your company will continue to operate during an environmental disaster.
Working with your IT provider, you can build a step-by-step playbook to ensure everyone knows exactly what they need to do in the event of an emergency.
If your backup doesn’t work in case of emergencies, it’s useless. Every day, your service provider tests the ability to recover your data by simulating a catastrophic failure to check if it will all be recovered successfully when you have to use it. Cloud services and platforms provide you with a great deal of flexibility when working with your business.
Professionals must effectively manage cloud environments to ensure timely and cost-efficient results when data fails.
| Cloud Service | What It Does | MSP Responsibility |
| Microsoft 365 | Email, file sharing, productivity apps | Managing licenses, permissions, and security |
| Microsoft Azure | Cloud servers and app hosting | Monitoring uptime, cost optimization, data routing |
| SaaS Apps | Third-party software (CRMs, accounting) | Integration support, user access management |
Just like physical servers, cloud servers require monitoring. Your Managed Service Provider (MSP) monitors your cloud usage and performance. They make sure you have enough processing power to do your daily tasks without having to pay for resources you don’t need.
Your IT team is in charge of the whole Microsoft ecosystem if your business uses it. They take care of hosting email, setting up Teams, and organizing SharePoint files. They make sure that your employees can work together safely and easily from any location.
Many businesses use both local servers and cloud environments. It takes a lot of technical skill to run this “hybrid” setup. Your provider makes sure that data moves safely and smoothly between your office and platforms like Microsoft Azure.
Your team probably uses a lot of Software as a Service (SaaS) tools. Your MSP helps you control who can use these apps. They make sure that when an employee quits, they lose access to all important business software right away.
Your workforce relies on prompt service from IT support when a technology failure occurs. Managed IT services will include a lot of IT support services.
Many businesses operate after hours. Many managed service providers have 24-hour support service available to assist customers with any technical issues experienced outside of normal business hours, such as trouble with password resets or experiencing software errors when working in a different time zone.
Most IT technical challenges are easy for technicians to fix by remotely logging into your device (laptop/desktop/smartphone). In some situations, like when a piece of hardware is damaged, your IT company will have a qualified technician sent to your location to make repairs or replace parts so you can continue working as soon as possible.
IT support companies have established processes for providing technical help. When you require assistance from your IT company, you will create an online ticket.
The Service Level Agreements (SLAs) with your IT provider will establish their commitment to provide a certain level of service and respond in a timely manner to new tickets based on the urgency of the problem. For example, the IT team will address a down server before they address something that is less urgent.
It takes time to add a new employee to the system, and the IT vendor is responsible for the entire technology onboarding process, from setting up the new computer to creating email accounts and granting software access.
Oftentimes when an employee leaves, the IT vendor will also revert access quickly to protect company information.
An effective IT service extends beyond merely repairing malfunctioning computers. They help you use technology to make more money and grow your business.
Your Virtual Chief Information Officer (vCIO) helps you plan for the future. They help your leadership team make a plan for technology that will last for many years. This plan makes sure that your IT systems are in line with your long-term business goals.
You shouldn’t be surprised by how much technology costs. Your vCIO helps you make sure that your IT budget is correct.
They can help you plan for big software upgrades and tell you when you need to replace your old computers so you can keep track of your money.
Hardware doesn’t last forever. Your MSP keeps track of how old each of your devices is and whether or not they are still under warranty. They take care of everything from buying the equipment to safely recycling it when it is too old to use.
It’s annoying to deal with software companies and internet service providers. Your MSP (Managed Service Provider) takes care of this for you. They are the only people you need to talk to about all of your technology vendors. If the internet goes down, you don’t have to wait for your IT team to fix it.
Staying in compliance with regulations is a must when working in a regulated sector. Managed IT services give you the structure that you need to avoid fines.
Your IT systems must comply with very strict regulations whether you are working with HIPAA in the healthcare market or PCI-DSS in retail. Your IT provider will provide the necessary encryption, access controls, and data tracking to ensure that you are in compliance with all legal regulations for your technology.
You cannot fix an exploited vulnerability until you are aware that it exists. Therefore, your MSP will conduct frequent evaluations of your organization’s risk through scanning your network, reviewing your organization’s policies, and identifying any weaknesses of your business that may be a target for a hacker.
To operate your business securely, you must develop clear policies that govern your employees’ behavior. Your MSP will assist in writing a clear and easy to understand security policy for your employees, which covers acceptable use of personal electronic devices at work, appropriate use of strong passwords, and safe use of the Internet.
Preparing for an audit can create a serious amount of anxiety. An MSP will act as your technical expert during the audit process by gathering all of the necessary system logs, security reports, and documentation required by an auditor to demonstrate to the auditor responsible data management by your organization.
To build trust and set clear expectations, we must discuss what falls outside a standard managed IT agreement. Knowing this prevents surprise bills later.
Category | Typical Status | Why It Is Separate |
Base Support | Included | Covered by your flat monthly fee |
Hardware Costs | Excluded | Physical equipment is a capital expense |
Major Projects | Excluded | Requires massive time outside normal support |
Software Subscriptions | Excluded | You pay the software vendor directly (usually) |
Not all organizations use technology in the same way, nor are all IT packages created equal to meet your specific operational requirements.
For example, a law office will require strict document control, while a manufacturing company requires hours of uptime on production equipment.
An established managed service provider (MSP) will change their service offerings and support hours based on your unique industry requirements and operational workflow.
If your company has its own internal IT manager, this staff member does not need to be terminated. Instead, a co-managed solution can be developed together with your MSP.
An example would be if your internal employee handles daily ticket requests and the MSP is responsible for the complex task of managing server and network security.
All IT Services should grow with your organization. An MSP is able to adjust quickly and easily when you open a new location or hire a large number of new employees.
They can add additional licenses, install new hardware, and expand the coverage of their support in no time at all without causing any disruption.
Locating the ideal IT provider that understands your business objectives can have a tremendous impact on the performance of your company as well as its future potential.
As a trusted technology partner in Dallas, TX, Intrigue IT Solutions delivers security, reliability, and clarity in the way we partner with clients through cost effective, dependable service beyond their IT infrastructure.
We are not able to provide you with partial IT Support Services. Our service packages give you the greatest possible level of support.
With us, you can focus on running your business instead of trying to manage all components of your technology ecosystem from the desktop computer in your office to the storage of your data in the public Cloud.
When developing your IT strategy, we create a strong foundation for your security with layered security protection. This includes a proactive hunt for vulnerabilities to identify problems before they become a major issue.
More importantly, we implement aggressive protective measures to eliminate these vulnerabilities long before they can impact your business operations, or allow a loss of data to occur.
We simply don’t believe in being dishonest. Therefore, when reviewing our managed IT services contract proposals, you will know precisely what services are included in those contracts (or, conversely, which services are not provided).
As a result, you will clearly understand your costs associated with managing your IT operations, and, accordingly, you will be able to accurately establish your budgets without being concerned about unknown costs.
Our service plans are customizable to fit your specific business needs. Whether you require a completely outsourced IT department or a co-managed IT department where we assist your current IT staff, we will develop the appropriate solution for your organization.
Almost always, managed cybersecurity services include some basic level of security (i.e., antivirus and firewall) as part of standard package pricing. Other more sophisticated managed cybersecurity services (i.e., dedicated threat hunting, compliance tracking, or dark web scanning) will most likely have premium-level pricing and require a separate package.
Yes, you are entitled to access onsite support, but your level of entitlement will vary based on your service agreement. In general, you will get access to an on-site visit whenever a hardware failure or network failure cannot be resolved through a remote connection.
It is very important that you understand your service agreement and whether you are entitled to an unlimited number of on-site visits each month or if you are limited to a specific number of visits each month.
Absolutely! A reputable MSP will conduct an audit on your existing network before making a proposal. Therefore, the MSP will know what your current gaps are in order to customize a solution that will work specifically for you.
For example, if you already have a reliable backup solution but need improvements with an efficient help desk, the provider may adjust its offering to fill your particular gaps.
When comparing providers, start by reviewing Service Level Agreements (SLAs), security toolsets, and communication styles. Do not base your decision solely on price but instead look for an MSP that will be a strategic partner to you and your business, not just someone to fix things when they are.
Guessing on how your technology can help you succeed is no longer going to cut it, so we need to provide you a better understanding of what you need in order to make sure your company is successful and safe.
Set up your FREE IT consultation now! We want to understand your needs and your business. This FREE, NO OBLIGATION consultation will allow us to discuss your current frustrations with your IT, what your wants and needs to be successful long-term are, and the different technology options that are available to help you reach your goals.
We’ll provide you with a detailed, customized breakdown of exactly what is included in the managed IT services in Dallas that you’ll receive specific to your organization. Let us help you with creating a strong and reliable foundation for your organization.
