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, from the first call to your first business review, with no surprises in the middle.
BEFORE YOU COMMIT
Three steps, and you can stop after any one of them.
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.
An engineer comes to you and reviews the real environment. Servers, network, backups, identity, endpoints, licensing, and where the risk actually sits. We send a short prep list beforehand so nothing stalls on the day. This is paid work, and the full fee credits back to your onboarding if you move forward. Pricing comes up on the first call. You own the output either way.
We walk you through two written reports, one for the executive and one for whoever runs the technology, plus a findings presentation. 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. If you ask for a proposal, it comes after this and never before.
"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. You hold the same list we do.
Your quote includes a dated commitment schedule. Specific deliverables with Day 30, Day 60 and Day 90 targets, counted from your kickoff date. It is the same list our service team works from, not a friendlier version written for you. If we promised it during the sale, it is on that list. If it is not on the list, we did not promise it, and you can hold us to the difference between the two. That schedule exists before you sign, not assembled afterwards.
An engineer spends a full day on site installing 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. Unlimited on-site time is included during onboarding, on every plan. Anyone we miss on the day gets picked up in the following week.
Discovery 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. You get a copy of it, not a summary of it.
Onboarding does not end when we say it does. Before 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 does support switch on. Your account manager then 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. There is no soft launch where you are technically live but nobody is watching.
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. 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 Day 30 commitments 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 30-day 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. 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 you paid for the assessment. 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.
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.
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.
