OUR PROCESS
Most IT companies start by selling you a plan. We start by finding out what you actually have. Here is the whole path, step by step, from the first call to your first business review, with no surprises in the middle.
BEFORE YOU COMMIT
Nothing gets quoted off a guess. You can stop after any step, and whatever we find is written down and yours to keep.
We ask what your business does, what breaks, and who it hurts when it breaks. We are not pitching on this call. If you are technical, our CTO Dmitry joins, so you are not stuck talking to a salesperson about your firewall. By the end you know whether we are worth an assessment, and we know whether we can help. If we are not a fit, we say so on the call rather than after it.
15 to 30 minutes
An engineer reviews the real environment. Servers, network, backups, identity, endpoints, licensing, and where the risk actually sits. Two to four hours for a single office, remote or on site, whichever suits you. We send a short prep list beforehand so nothing stalls on the day, and whatever we find is written down and yours to keep, whether you hire us or not.
2 to 4 hours, remote or on site
We walk you through a findings presentation plus two written reports, one for the executive and one for whoever runs the technology. Every issue is rated by severity and mapped to a 30/60/90-day roadmap. The roadmap is vendor-neutral, so it holds up whether you hire us, hire someone else, or fix it in-house.
About an hour, remote
A proposal comes after the findings and never before it. We walk it through with you first, out loud: scope, plan tier, the onboarding project and its hours, the out-of-scope rate card, and the dated 30/60/90-day commitments. This is the meeting where you push back and we change it, instead of you discovering the gap after signature.
Only if you ask for one
Then it goes to you in writing with a firm number, the full rate card, and the agreements you are actually signing, including our published Service Level Agreement. The dated commitment schedule is part of it: the same list our service team works from, counted from your kickoff date. If we promised it during the sale it is on that list, and if it is not on the list we did not promise it.
Firm number, full terms attached
"Nobody discovers a failing backup by assuming it works. You cannot price a problem you have not measured, and we would rather tell you what is actually wrong than sell you a plan that guesses."
ONBOARDING
Ours is dated, gated and written down. Ninety days from signature to steady state, and most of that work is invisible to your staff.
Onboarding
Remediation
Stabilization
Four fixes never wait for the schedule. Multi-factor authentication, cutting the number of global administrators down, pulling admin rights off day-to-day accounts, and disabling departed staff happen in the first days, not at day 30. They are settings changes, they carry the most risk, and they are the ones your insurer asks about first.
Step by step, that looks like this.
Before your kickoff, the salesperson, the engineer who ran your assessment and the service team sit down together, so everyone working your account knows your environment and your priorities from day one. Every promise made during the sale is handed over as a written list, not as somebody's memory. You are never the person re-explaining your own business to the team that is supposed to already know it.
Before you meet the service team
We agree the plan with you, then start recovering administrative control: identity and email, device management, network equipment, registrar and DNS. Where a previous provider holds those credentials we make every request in writing and copy you, so you can see what has and has not been handed over. Where an incumbent will not cooperate there is a recovery path that does not depend on them, and it usually adds a week or two. We tell you that up front because it is the one item that can move your go-live date.
Week one, and the item most likely to move a date
An engineer spends a full day on site deploying monitoring, security and helpdesk tools. It takes about two minutes per machine, so nobody loses their morning. We pick the day your office is busiest to catch the most people, cover Macs the same as Windows, and reach anyone absent or remote through automated deployment. Anyone we miss on the day gets picked up the following week.
A full day on site, unlimited during onboarding
This is a phase with a gate, not a side effect. We inventory users, sites, infrastructure, applications, data and storage, and your security posture, then walk the building and photograph what is actually there. That becomes your documentation, plus written procedures specific to your environment. Both pass a review before go-live, so support is not guessing and you are not hostage to one engineer's memory.
Gated, inside the first 30 days
Onboarding does not end when we say it does. Before we call go-live we test a real backup restore, validate that monitoring and alerting actually fire, and confirm ticket routing works end to end. Only then do your tickets start coming to us, at target day 30. Your account manager sends a one-page support guide for you to pass to staff, so every employee knows how to reach us rather than guessing at an inbox.
Target day 30, your tickets come to us
The inventory always surfaces findings, and this is where they get worked rather than filed. We prioritize by risk, tell you what we found in plain language, and work them in that order. Anything large enough to be a project gets quoted separately before it starts, so nothing arrives as a surprise invoice. Small corrections are simply part of onboarding.
Days 30 to 60
A documented environment, steady-state support, and your first business review. Our SLA commitments formally begin at target day 60, the transition period written into the agreement itself, because a 30-minute critical response on an environment we have not finished documenting would not be a real commitment. The whole first 90 days carry our 100% satisfaction guarantee, so you can walk away for any reason while we are still proving this.
Days 60 to 90
Question we did not answer here? Every detail of how we work is answered on one page.
Fifteen minutes on the phone is enough to tell whether an assessment is even worth your time.
YOUR FIRST 90 DAYS
So we built the schedule around that on purpose.
Your first business review lands about a month after go-live, so roughly day 60. It is a health check, not a strategy offsite. We want the complaints while they are small and cheap to fix, and we would rather find a gap ourselves than have you discover it on a bad afternoon. It is also where we confirm the commitments that were due by then actually landed, against the same dated list you signed.
For the first 90 days you can walk away for any reason. Not for cause, not with a lawyer, any reason at all. That is why the first review sits inside the window, and it is why we would rather hear about a problem in week three than in month eleven. A guarantee nobody can reach is marketing. This one has a review built in front of it, so problems surface while they are cheap.
After the first review your account manager runs a standing schedule, quarterly or semiannual depending on your size and how much your work leans on technology. Each one covers your systems and the recommendations we make from what we see. Our CTO reviews every one. Clinical sites get tighter handling, because a clinical system going down is not a normal ticket.
WHAT YOU KEEP
Every device, user, site, application and vendor we inventoried, plus the written procedures specific to your environment. It is maintained as we work, not written once and left to rot in a folder. If you leave, you leave with it. We would rather compete on whether the service is good than on how hard we made it to go. Ask for a copy at any time.
Both written reports, the executive one and the technical one, plus the severity-rated 30/60/90-day roadmap. All vendor-neutral, all yours from the moment the assessment is finished. Nothing in them is written to make our proposal look better, which is exactly why they still hold up if you hire someone else entirely. They do not expire when the quote does.
Move up or down between plans as your situation changes. Many clients start on our top plan for the first six months while the backlog gets cleared, then step down once things are stable. We will tell you when you are ready to step down, rather than quietly leaving you on the more expensive tier. It stays your call either way, and moving costs nothing.
START HERE
Fifteen minutes on the phone and you will know whether we are worth an assessment. If we are not a fit, we will say so on that call.
Tell us a little about your business and we will get you booked in.
