Expertise & delivery
Operations support that fits the budget cycle, not the ticket queue
Business-hours support with coverage, response location, escalation and billing agreed for the engagement. Patch management and asset lifecycle requirements are written into scope. Any after-hours request requires a staffing and availability assessment.
Overview
Services in this practice · support, patch, lifecycle
Three deliverables that show up as artifacts in your finance system, not as promises in a quarterly review.
Business-hours with escalation
US-based response. Tier-1 through tier-3 path documented before kickoff. SLA tiers with named escalation owners. After-hours coverage is per-engagement scope, not a standing service line.
Staging before production
Agree patch validation, approval and deployment procedures for the supported environment, including how urgent security updates are assessed and scheduled.
Procurement to end of life
Asset inventory delivered as an artifact, not a spreadsheet promise. Warranty tracking, refresh planning against your budget cycle, documented data destruction at EoL with NAID-aligned attestation.
Why a county IT director picks us · four reasons
Predictable cost, channel pricing, MBE qualification, and artifacts you can hand to your auditor.
Per-FTE · predictable
Per-FTE monthly. No per-ticket surprises. Your CFO can model the line item against headcount, not against incident volume.
TD SYNNEX channel-tier pricing
Hardware refresh through TD SYNNEX, Dell, and Cisco. Pricing visible in your quote. We're not marking up channel SKUs to fund the helpdesk.
NYC + NMSDC MBE
NYC MBE MWCERT2022-353 and NMSDC MBE through 2027-06-30. Applicability to supplier-diversity goals depends on the buyer’s program.
Runbooks & inventory delivered
Runbooks, asset inventory, EoL destruction logs. Delivered as files your auditor reads. Not buried in a vendor portal.
Engagement tiers · sized to budget
Three shapes. Each one priced per-FTE against a defined coverage envelope. Pick the one that fits the budget cycle you've already signed.
District & municipality
Business-hours support. Defined escalation. Monthly patch cadence. Quarterly asset inventory delivery. Fits a small school district, library system, or town IT line item under a single department head.
County & mid-size contractor
Expanded coverage. Dedicated Technical Account Manager. Quarterly business review with named action items. Patch cadence aligned to your change-control board, including expedited CISA directives.
Enterprise & multi-site
Per-scope after-hours coverage with on-call rotation. Formal QBR plus 18-month roadmap. Multi-site asset visibility, change-control coordination with named approvers, and quarterly tabletop exercises.
Questions worth asking · before we sign
Three honest answers up front.
Do you run a 24/7 NOC?
No standing 24/7 NOC. After-hours and on-call coverage is scoped per engagement, written into the SLA, and priced separately. We won't pretend a watch we haven't staffed.
On-site coverage?
On-site requirements are assessed by location and schedule. Any field resource or partner dependency must be confirmed in the scope; no nationwide standing field team is represented.
How do you price?
Per-FTE monthly for managed services. Per-ticket only for ad-hoc engagements outside an active MSA. Hardware refresh is at TD SYNNEX / Dell / Cisco channel pricing, visible in your quote.
Send headcount & sites. We'll quote a number
Indexing on NAICS or PSC? These are the codes this service maps to, each with how it reads in both government and commercial procurement.