Tell us what’s breaking.

Preferably. Most of our best outcomes are blended teams. Your engineers know the business; ours bring practices and capacity. It also makes the eventual hand-off almost free.

A fair question, and you should not have to diagnose yourself before you are allowed to buy help. The rough line: keeping things running and hard to break is ours: patching, endpoint protection, access, tested backups, the mail security that stops most of what arrives by email. Finding out whether someone got in, proving to an insurer or an auditor that a control works, and responding to an incident that has already happened is the cybersecurity practice, which is separate people on a separate engagement. If you are not sure which one you need, write to either and say what happened; sending you next door costs us nothing and guessing costs you a lot.

Managed support runs $150–$250 per user per month across the market, and device protection $75–$150 per device per month; those are measured market rates rather than our rate card, and they are on the services page. Where you land inside a band is a question about your estate rather than your headcount, because the same seat count can be two different jobs: how many sites, what is already in place, and what condition it is in. That is what the estate review settles, and it ends in a written picture of what you have and what it would cost to run. Tell us roughly what you have in your first message and we will give you a narrower number in the reply, before you commit to anything.

One business hour to a named engineer who has read your ticket, Monday to Friday, 8:00 to 18:00 Central. Not an autoresponder and not a queue position, a person, with the ticket open. If your people cannot work, that is where we already are. Outside those hours we are not a standing commitment, and we would rather write that down than imply a rota two people cannot staff: after-hours cover exists where your agreement provides for it, and that agreement names who you call and what it costs. The reason the number is one hour rather than fifteen minutes is that it counts from your problem to an engineer, not to a system acknowledging receipt.

The term is agreed with you rather than imposed: a support agreement is negotiated against your estate, your renewal dates and whatever your outgoing provider is holding, so the term that suits a single-site operation is not the one that suits five. What we will not do is make it hard to find. Ask for the notice period in your first message and it will be in the proposal rather than discovered in the paperwork. If you are leaving an incumbent right now, say so, because the handover is the part we would want to plan around first.

Yes. We work under client paper rather than asking you to work under ours, and we redline rather than refuse. Security is handled through an exhibit written for your data rather than a pointer to our own policy, and the terms we will agree to there include notification of any actual or suspected incident within 24 hours, the content and timing of any notification to your customers or regulators left entirely in your control, a BAA where PHI is involved, and support for joint security testing. Questionnaires are part of onboarding rather than an afterthought. Send the requirements early, including whatever insurance you require us to carry, and we’ll flag anything we can’t meet.

Usually one of three ways, and we will tell you which is fastest for your institution rather than the one that suits us. First, subcontracting: we work under a prime who already holds the vehicle, which is the most common route for a firm at our stage and needs nothing new from your procurement office. Second, your own delegated authority: many institutions can issue a purchase order directly for services under their own limit, and those limits are set locally rather than centrally, so the number is yours to confirm. Third, a cooperative or state vehicle you already use. Being plain about that third one: we hold no cooperative or state contract awards today. Awards on those come through competitive solicitation cycles rather than on request, they are published, and any vendor implying otherwise is worth checking. If a vehicle is the only viable path for you, the honest answer is that we are the wrong firm this fiscal year, and we will say so on the first call rather than in month two.