Managed IT Services

For SMBs and emerging enterprises looking to maximize the value of their IT investment,
iT’s Managed™ technology solutions by IT Authorities deliver productivity and security.

Are you facing any of these challenges?

We lack expertise and resources in critical IT areas.

Our security and compliance risks are too complex to manage in-house.

Our in-house IT people need upskilling and support.

Our technology issues make it difficult to attract and retain talented people.

We need to expand and improve our use of the cloud.

We are growing too rapidly to handle everything ourselves.

Secure, reliable technology

Our iT’s Managed™ service keeps your technology in its most secure and reliable state, onsite or in the cloud, around the clock. We achieve this by conducting rigorous preventive maintenance and supporting your end users with fast responses and resolutions.
By establishing long-term partnerships, we gain an intimate understanding of your business needs and how technology can help you meet them.
Our goal is to transform your infrastructure, make it more resilient, save you money, and provide better service than you’re currently experiencing.
We can work as your IT team, or with your IT team on a co-managed basis. Learn more about our Co-managed services here:

How you will benefit

Short hold times = improved productivity and reduced costs.

People waiting on hold for support cannot be productive. We address this by providing super-fast response times of typically under 1 minute. Because we staff through empirical metrics, we always have enough engineers available to service our clients. We have this down to a science!

Fast resolutions = improved productivity and reduced losses.

We can resolve issues quickly because we employ only certified and experienced engineers who are capable of resolving the most difficult issues. Our Engineering group collectively has over 175 certifications from Microsoft, Cisco, VMware, and Citrix, to name a few.

Comprehensive documentation = service consistency and time saving for your users.

It is our philosophy that documentation is king. We assign a lead engineer to your account who is responsible for keeping your documentation up to date and training other engineers on your environment. Because of this, you’ll always talk to someone who knows about your network instead of needing to repeat yourself every time you call.

Reporting and dashboards = full accountability and transparency.

Gain peace of mind knowing that we have your IT under control. We provide reports on your network along with technical and managerial reviews each quarter, or more frequently if you require it. You will have evidence that your network is in good health, allowing you to focus on running your business.

Reliable data backups = ability to withstand any ransomware attack or disaster.

Every company must have secure backups of their data. This requires process engineering, a monitoring system, and manual inspections to ensure the right data is being backed up and can actually be restored when needed.

Dedicated account manager = exceptional customer service.

We invest in dedicated account managers for our clients – a sole point of contact for all account-related issues – because in the chaotic world of IT, a single person needs to be ultimately responsible. We consistently maintain over a 95% satisfaction rating from our customers.

Leveraging our trusted partners = time and cost savings.

Because we are IT specialists, we know there will be times when you need solutions we do not provide. We maintain a network of long-term trusted partners that have proven themselves to us and our clients time and time again. So when you are looking for a solution that we do not provide, you simply need to engage us and we will help you make the right decision quickly.

Complete ownership = one throat to choke and an end to multi-vendor hassles.

One of the most frequent complaints we hear about our competition is that they never really own an issue and instead play the blame game. We believe the buck stops here. If an issue is with another provider, we call them on your behalf. But we own it – we don’t pass it along to them. We see it through to resolution.

Award winning company culture = great experiences and satisfaction.

We’ve won the Florida “Best Companies to Work for” three times and the Tampa Bay Business Journal’s “Best Places to Work” ten times. Our employees have job security, feel appreciated, have a clear growth path, and know their individual efforts contribute to the whole. IT Authorities staff are part of an award-winning company culture and it comes across in everything we do.

What’s included and not included in
our iT’s Managed™ plans

Our Managed IT plans provide a comprehensive selection of software and services.

Bundled Software

  • Customer portal
  • Network monitoring and management tools
  • Dedicated call-in phone number (25 or more end users required)
  • Password reset self service tool (requires per user support)
  • End user Microsoft Office training materials (requires per user support)

 

Services

  • 24/7/365 system monitoring and support
  • Automated OS patch management 
  • Automated patch testing and approval service (Windows systems)
  • Windows workstation feature pack upgrades (Intune and supported OS required)
  • Automated server reboots 
  • Automated system maintenance scripting 
  • NOC and management tools administration
  • Rebuild of network devices that lose configuration after warranty repair work is conducted (supported backup models only)
  • Rebuild of user devices that lose configuration after warranty repair work is conducted (Windows only – requires use of Intune automation)
  • New user device setup (Windows only – requires use of Intune automation)
  • Service requests (limited – see Options section below)
  • Standard changes (limited – see Options section below)
  • Onsite support (at discretion of ITA)
  • Service and systems report generation and review
  • Warranty tracking
  • Budget assistance for warranty renewal costs and improvement recommendations
  • Technology improvement recommendations

 

Options

  • Blocks of engineering time
  • Advanced end-user Microsoft training materials
  • Advanced application monitoring
  • Database management
  • Depot services
  • Mobile device management
  • Printer management
  • Telecom management
  • Custom report creation
  • Providing ITA staff technical or security compliance certifications/background checks

Our Professional Services team can complete a wide range of additional IT services on a project-fee basis.

  • Operating system and application version upgrades
  • Remediation or performance of recommendations from advanced security solutions (i.e. SEIM or Pen Test)
  • Server operating system service/feature pack installations
  • System rebuilds (other than those required for support as identified in device specific service catalogs)
  • Hardware repair
  • Hardware upgrades
  • Hardware relocation
  • Installing or removing applications (unless automated as a standard change)
  • New hardware implementations or replacements
  • Peripheral support other than supported host operating system driver related issues

 

Examples of scenarios not covered

  • Battery backup needs to be replaced
  • Printer toner needs to be changed
  • USB hard drive needs to be replaced

Incident Response Time Service Level Guarantees

With all plans, we commit to respond to incidents based on four priority levels.
Priority Description Guaranteed Response Time
P1
A critical issue where all or a large number of users are impacted.
15 min
P2
A high priority issue impacting a single user or small group.
1 hr
P3
A medium priority issue or question.
4 hrs
P4
A low priority issue or question.
24 hrs
Priority Guaranteed Response Time Plan Time Resolution Time
P1
15 mins
2 hrs
4 hrs
P2
1 hr
4 hrs
8 hrs
P3
4 hrs
8 hrs
48 hrs
P4
24 hrs
48 hrs
96 hrs

Incident Plan and Resolution Goals

We set goals for creating a plan to fix an issue, and for when we actually resolve the issue. The table at right highlights our standard goals.

How you’ll benefit

Heartland Coca-Cola Bottling partnered with us to develop, build, and manage their entire IT infrastructure for 1,200 users, from scratch in four months.

The industries we serve

IT Authorities is focused yet flexible across multiple industries. Our diverse range of experience means our IT management will benefit any organization, regardless of industry.

Client outcomes: our most important metric

FAQs

The most cost-effective minimum number of seats is 10.
Laptops, desktops, tablets, smart phones, servers, storage, Microsoft Azure and Office 365 services, switches, routers, firewalls, and correlating operating systems.
Yes. Starting our partnership off right is critical, and to ensure a proper onboarding there is a fee associated. The fee is equal to one month of service and covers the development of knowledge base articles and process documents.
Yes. We take SLAs very seriously and measure every aspect of your IT needs. What’s more, we are completely transparent with our metrics, which means you’ll have access to them at any time.
No. Doing business with a partner should be easy and built on trust. Our monthly service agreements are just that – monthly, with no long-term commitments. There are no contracts or cancellation fees.
Absolutely! A Customer Success Executive will be assigned to you as your single point of contact. For technical support, you will have our entire team working to address any issue that comes up.
Yes. We track all IT assets and provide real-time dashboards for you to view at any time.
The onboarding process typically takes two weeks. You are assigned a Project Manager and Customer Success Executive to ensure a smooth and collaborative transition.
We consider this to be fundamental. Our certified engineers work closely with you to ensure your technology is up to date and aligned to your business objectives.

Technology partners

Making the change to a true IT partner is easy.

We tailor our iT’s Managed™ services to your exact needs. Contact one of our consultants to discuss how your technology can better serve your business.

Schedule a call so we know how to help.

Use the ‘Book my consultation’ button below and one of our iT’s Managed team will contact you for a discovery call.

We’ll discuss your challenges and goals.

Once we understand your IT infrastructure and processes we will craft a service plan and present our proposal.

Our team goes to work for you.

You’ll receive comprehensive documentation explaining the onboarding, and we’ll get to work optimizing your technology.