Managed IT infrastructure with engineers who know the difference between a Cisco and a Meraki at 2am.
Servers, networks, Microsoft 365, identity, patching, monitoring, and a 24x7 NOC — operated by named engineers who actually know your environment, not a queue of strangers reading runbooks. Mid-market organizations from 50 to 1,500 seats run their entire IT operation on this stack with us.
Eight functional areas. One operating contract.
Pick the full stack or a subset — most clients start with full stack and adjust over time. Either way, your environment is documented, monitored, and staffed by named engineers from day one.
Server administration
Windows and Linux server fleets, virtualization (VMware, Hyper-V, Nutanix), capacity planning, OS hardening, backups, lifecycle management.
Network management
LAN, WAN, wireless, firewall, VPN. Cisco Meraki / Catalyst, Fortinet FortiGate, Palo Alto. Auvik for monitoring. Multi-site SD-WAN.
Microsoft 365 admin
Exchange Online, Teams, SharePoint, OneDrive, Intune, Defender, license optimization, tenant security baseline, conditional access.
Patch management
OS patching, third-party patching (Adobe, browsers, runtimes), test ring + production ring, monthly compliance reporting, emergency patches inside 72 hrs.
Asset & license management
Hardware inventory, software inventory, license reconciliation, lifecycle tracking, refresh planning, end-of-life decommissioning, e-waste documentation.
Identity & access
Entra ID, Okta, Active Directory hybrid, MFA enforcement, conditional access policies, SSO integrations, JML (joiner/mover/leaver) workflows.
Vendor liaison
Single point of contact for ISP, SaaS, hardware, telecom, and copier vendors. We open and chase tickets so your team doesn't have to.
24x7 NOC support
Always-on NOC for after-hours alerts, P1/P2 response, and emergency fixes. Engineers on shift 24x7x365 — no contractors, no offshore.
Two standard tiers. Enterprise gets custom.
Per-seat / per-device pricing — no surprise overages, no minimum site fees. Multi-site discounts apply at 200+ seats. Custom enterprise quotes for 500+ seats and regulated environments.
Monitor & Patch
For organizations with internal IT who need monitoring, patching, and after-hours coverage — but not full management.
- 24x7 monitoring with alerts to your team
- OS + third-party patch management
- Monthly compliance & patch reporting
- Emergency patches inside 72 hours
- NOC backup for after-hours alerts (P1 only)
- Quarterly review with named engineer
Full Stack
Complete infrastructure management — eight functional areas, named engineers, 24x7 NOC, and written SLAs.
- Everything in Monitor & Patch
- Server administration (Windows, Linux, virtualization)
- Network management (LAN, WAN, wireless, firewall)
- M365 administration with quarterly license audit
- Identity & access management (Entra / Okta)
- Asset & license management with refresh planning
- Vendor liaison for ISP, SaaS, hardware, telecom
- Named Primary + Secondary Engineer + Account Manager
- 15-min P1 SLA, monthly business review
Enterprise
Larger environments, multi-site, regulated industries, or 24x7 production operations needing dedicated capacity.
- Everything in Full Stack
- Dedicated engineering pod (3+ named engineers)
- On-site presence at HQ or hub sites
- Embedded compliance support (SOC 2, HIPAA, PCI, CMMC)
- Quarterly executive business review with sponsor
- Custom SLAs (sub-15-min P1, dedicated NOC line)
- Custom runbooks for industry-specific workloads
- Multi-site discounts and consolidated billing
The tools we run every day.
Standardized tooling means standardized SLAs, faster onboarding, and cleaner audits. We can adapt to your incumbent stack where it makes sense, but these are the tools our engineers know cold.
Who does what — written down before we sign.
Most MSP relationships go bad because nobody wrote down who's responsible for what. Every Full Stack engagement starts with a signed responsibility matrix. Below is the standard baseline. Custom adjustments documented in your master agreement.
| Function | Owner | SLA | Reporting |
|---|---|---|---|
| Server monitoring & alerting | 1-800 OS | P1 ack 15 min · 60 min eng | Monthly + dashboard |
| OS & third-party patching | 1-800 OS | Standard 14 days · Emergency 72 hr | Monthly compliance report |
| Network monitoring (Auvik) | 1-800 OS | P1 ack 15 min · NOC 24x7 | Monthly + on-demand |
| M365 tenant administration | 1-800 OS | Standard request 4 biz hrs | Quarterly license audit |
| Identity & access (Entra / Okta) | 1-800 OS | JML workflow same biz day | Quarterly access review |
| Hardware procurement | Joint | Quote 2 biz days · Spec by client | Asset register monthly |
| Vendor liaison (ISP, SaaS, telecom) | 1-800 OS | Ticket open same biz day | Quarterly vendor review |
| End-user device imaging & deployment | 1-800 OS | 3 biz days from receipt | Monthly deployment metrics |
| Backup operations & restore tests | 1-800 OS | Restore tests quarterly | Quarterly restore evidence pack |
| EDR & threat response | Joint w/ Cybersecurity practice | Critical alerts 15 min | Monthly threat report |
| Strategic IT planning & roadmap | Joint | QBR every 90 days | Quarterly business review |
| Application & line-of-business support | Client (or LOB vendor) | Triage handoff < 30 min | Tracked in ticket history |
How a 220-seat law firm replaced its incumbent MSP without losing a billable hour.
Names changed. Outcome and method are real and reproducible.
Halverson & Pruitt LLP — full infrastructure takeover from incumbent MSP, 99.97% uptime year one
Halverson & Pruitt (220-seat full-service law firm, 3 offices across the Carolinas) had been with their incumbent MSP for 11 years. Service had degraded over the last 24 months: P1 tickets sitting for 4+ hours, NOC alerts going unanswered overnight, M365 license overage of $84k/year that nobody had reconciled, and a managing partner who had stopped trusting the IT update at the partners' meeting. They engaged us for a Discovery Sprint that turned into a full transition.
Discovery surfaced 47 documented issues — 12 critical (single points of failure, missing MFA on 18% of users, two unpatched DC vulnerabilities older than 90 days). The incumbent MSP was running on undocumented tribal knowledge — three engineers had left in the prior 18 months and the runbooks left with them. We proposed a 6-week transition timed around the firm's quiet July billing period.
Operating controls mapped to your regulatory regime.
Every Full Stack engagement includes baseline controls. For regulated clients, our Cybersecurity practice maps operational controls to your framework and produces evidence packs for external audit.
NIST CSF 2.0
Default operational baseline. Controls mapped to Identify, Protect, Detect, Respond, Recover.
SOC 2 Type II
Operational evidence for change management, access reviews, monitoring, and incident response.
HIPAA Security Rule
Healthcare clients — administrative, physical, and technical safeguard operations.
PCI DSS 4.0
Operational controls for in-scope systems, segmentation evidence, quarterly internal scans.
CMMC Level 2
DIB clients — NIST 800-171 control operations and evidence collection.
23 NYCRR 500
Financial services in NY — third-party governance, MFA, encryption, incident reporting.
CIS Controls v8
Hardening baselines for Windows, Linux, Microsoft 365, and network appliances.
ITAR / Export Controls
Manufacturing clients with export-controlled data — segmentation and access controls.
Three engineers from the bench you'll actually work with.
Every Full Stack engagement gets a Primary Engineer (your day-to-day), a Secondary Engineer (full context backup), and an Account Manager. Below: three of the senior engineers who lead delivery.
Marcus Whittaker
14 years in mid-market IT — started at a regional bank running Active Directory, moved to a managed services firm leading network and identity work. Holds CCNP Enterprise, MS-100, and AZ-104. Marcus is the engineer who picks up at 2am when something is genuinely broken and the runbook has run out of answers. Currently lead engineer on 8 active Full Stack accounts.
Rebecca Holloway
12 years in NOC and operations roles, the last 5 leading 24x7 teams. Built our current NOC playbook from scratch in 2022 — 11 engineers on rotating shift coverage, US-based, no offshore. Rebecca owns SLA enforcement and is the person clients call when escalation is needed outside business hours. ITIL Expert, AWS SysOps Admin.
Diego Ramirez
16 years on the Microsoft stack — Exchange admin in the early 2010s, then Office 365 from launch, now full Microsoft 365 / Azure / Entra ID architecture. Diego owns the M365 administration practice across all clients and runs the quarterly license audits that have saved aggregate $1.2M in client M365 spend over the past 24 months.
What clients ask before signing.
If your question isn't here, the 30-minute scoping call covers it. We don't require an NDA to scope a Full Stack engagement.
What does managed IT infrastructure actually cover? +
Eight functional areas: server administration (Windows, Linux, virtualization), network management (LAN, WAN, wireless, firewall), Microsoft 365 administration, patch management for OS and third-party apps, identity and access management (Entra ID, Okta, conditional access), asset and license management, vendor liaison (ISP, SaaS, hardware), and after-hours NOC. We can pick up all of it or a subset — your call.
What is your experience with managed infrastructure? +
We've managed mid-market infrastructure since 2008. Currently 64 active managed infrastructure clients across professional services, manufacturing, healthcare, and financial services. Our engineering team averages 11 years operating experience — most came from internal IT roles before joining the MSP side, so they understand what "fix it before the CEO notices" actually means.
Do you assign a named engineer or rotate from a queue? +
Named engineers, always. Every managed infrastructure client has a Primary Engineer (your day-to-day contact who knows your environment cold), a Secondary Engineer (backup with full context), and an Account Manager (commercial and escalation). The NOC is queue-based by design for after-hours coverage, but tickets escalate to your named engineers during business hours.
What are your response times for critical issues? +
P1 (production down, multiple users): 15-minute response, 60-minute time-to-engineer. P2 (degraded service, single user critical): 30-minute response, 4-hour resolution target. P3 (standard issues): 4-hour response, next business day target. P4 (requests, scheduled work): 8-hour acknowledgement. SLAs are written into the master agreement with monthly reporting.
Can you provide references from similar mid-market clients? +
Yes — under mutual NDA we share three references matched to your size, industry, and environment complexity. We typically connect prospects with current clients in the same vertical so the conversation is apples-to-apples. References are happy to talk about the bad days, not just the good ones.
What is your approach to security and compliance? +
Every managed infrastructure engagement includes baseline security hygiene: MFA enforcement, conditional access, patching SLAs, EDR deployment, encrypted backups, and quarterly access reviews. For regulated clients (HIPAA, PCI, SOC 2, NY DFS, CMMC L2) we map controls to your framework and produce evidence packs for audit. Our Cybersecurity practice runs the controls work; Managed Infrastructure operates them day-to-day.
How do you handle scalability — growth, M&A, new sites? +
Our agreements scale by seat and device, so growth doesn't require a renegotiation. New site onboarding is a defined runbook (typical timeline: 4-6 weeks for a 50-200 seat office). For M&A targets we coordinate with our Consulting team to handle diligence and integration in one motion.
What stack and tools do you operate? +
RMM and monitoring: Auvik for network, NinjaOne and ConnectWise Automate for endpoints. Identity: Microsoft Entra ID and Okta. Cloud: Azure, AWS, Microsoft 365, Google Workspace. Network: Cisco Meraki, Catalyst, Fortinet FortiGate. Hypervisors: VMware vSphere, Hyper-V, Nutanix AHV. EDR/AV: CrowdStrike Falcon, SentinelOne. Backup: Veeam, Datto SIRIS. Ticketing: ConnectWise Manage with client portal.
Do you support multiple sites or just headquarters? +
Multi-site is standard. We currently operate environments spanning 2 to 38 sites including remote workers, branch offices, manufacturing plants, and data centers. Multi-site pricing is per seat / per device, not per location, so adding a site doesn't trigger a base-fee jump.
What does onboarding look like? +
Four-week standard onboarding: Week 1 — discovery, agent deployment, documentation pull. Week 2 — knowledge transfer with outgoing IT team or MSP. Week 3 — runbooks documented, SLAs activated, initial baseline scan. Week 4 — primary engineer takes ownership, weekly business reviews begin. Larger environments (500+ seats, multi-site) follow an extended 6-8 week onboarding.
Will you take over from our existing internal IT team or MSP? +
Yes. We've onboarded clients transitioning from incumbent MSPs, internal teams, and hybrid models. The transition runbook handles knowledge transfer, credential rotation, documentation pulls, and contractual handoff. We don't disparage outgoing providers and we make sure the transition doesn't drop tickets.
How is pricing structured? +
Two main models. Monitor & Patch is $11/device/month and covers monitoring, patching, alerting, and monthly reporting only — you handle remediation. Full Stack is $34/seat/month and covers everything: server, network, M365, identity, patching, NOC, and named engineers. Enterprise pricing for 500+ seats is custom and typically lower per-seat with multi-site discounts.
Renewal coming up? Audit looming? IT lead leaving?
Book a 30-minute scoping call. We'll come back with a written quote, a sample SLA, and three reference clients in your industry within 4 business hours. No retainer, no obligation.