Computer support, explained
Our website calls this “Managed Service Provider” or “MSP.” Same thing.
Short version: You pay us a set amount every month. We keep all your technology working. When something breaks, you call us instead of figuring it out yourself.
What "managed services" actually means
It means we manage your technology so you don't have to. That's the whole thing. The term exists because "we'll be your IT guy, but as a company" is too long to put on a business card.
What we actually do for that monthly fee
We watch your stuff. Software on your computers and servers tells us when something is going wrong — a hard drive getting full, a machine overheating, someone trying to break in. Usually we know before you do.
We keep everything updated. Security updates, software updates, the little patches that fix holes criminals use. We do it on a schedule, usually after hours, so it doesn't interrupt your workday.
We answer the phone. Printer trouble, forgotten password, weird email, new hire who needs a computer set up. Call us. That's what the monthly fee is for.
We deal with your other vendors. Your internet company, your credit card processor, your industry-specific software vendor. When there's a problem, we sit on hold with them instead of you.
We keep records. A written list of every computer, where it is, who uses it, when its warranty runs out, how your network is wired. You get a copy.
Do you need it?
Ask yourself two questions: If your systems went down tomorrow morning, how much money would you lose by Friday? And who fixes it right now — and what else were they supposed to be doing today?
If the answer to the first is "a lot" and the answer to the second is "the office manager, who has an actual job," you need this.
What it costs
We bill hourly for one-off work, and offer a flat, discounted monthly rate for ongoing MSP agreements — the longer the agreement, the better the rate. The important part: calling us for help doesn't cost extra. Companies that bill per ticket train their customers not to call, and then small problems become disasters. Ask us for a number that fits your setup.
Words you'll hear elsewhere
- "24/7 monitoring" — Software watches your systems around the clock and alerts us.
- "Patching" — Installing updates that fix security holes.
- "Endpoint" — A computer, laptop, or phone. That's it.
- "SLA" — A written promise about how fast we'll respond when something breaks.
- "Helpdesk" — The number you call.