Frequently Asked Questions

An Integrity+ contract allows IBT to care for your entire information technology needs. We can manage any or all your hardware and software sourcing, installation, technical support and IT staffing requirements. IBT acts as your internal support team, providing scheduled maintenance, upgrades and emergency assistance to keep your business moving. Any out of scope work will be clearly defined and agreed upon prior to commencement, allowing you to control costs and manage spending.

We at Integrity know how hard controlling costs are for your small business.   Our methodology to combat rising costs is an upfront pricing structure.   We have developed a plan to provide full technology services based on the number of current users and devices in your organization.  This transparent pricing model allows you to know what is included in the plan for existing equipment.  These plan allows you to budget properly for annual fees and all service costs are transparently delivered.  Your charges are guaranteed to not be raised during the annual contract term.  

We believe that in this challenging market, having a solid understanding of your technology budget is key to a successful partnership with your service provider.  Our success depends on your success.  A managed network will minimize downtime, thereby increasing productivity.  By proactively monitoring alerts and performing routine maintenance, you can avoid costly downtime.  In an often sourced 2014 Gartner report, the cost of downtime can be estimated in lost productivity, sales and brand reputation to be on average $5600/minute!  In addition, with newer cyberattacks encrypting files and disks, the costs for small businesses in data loss and recovery fees reach into the millions.  With IBT's low monthly per device pricing model and enhanced technology tools, we will help you develop a solution to assist in avoiding these costly mistakes.  You will receive the same great service, as if the technicians were internal employees.

The Integrity+ plan includes maintenance for all covered devices.  However, adds & changes will be billed at a discounted hourly / project rate.  After the changes are completed, the negotiated contract rate terms can apply to the new equipment or additional users.  With the integrity+ Inclusive plan, top rated Endpoint security software is included for every covered Windows and Mac device to help keep your business secure. 

When coming on-board as a new client in any managed service industry, there will be upfront labor that is required to get to know and understand the system. There will be a short period of information gathering, where the MSP and the client will determine service levels and proper workflow for doing business, in addition to documenting the system.  In some cases, there may be some repairs that are required to get the system up to a functional state if there has been some neglect of support.  For example, systems may have to be rebooted to install security patches to mitigate threats, which would be intrusive.  

IBT will try to minimize the impact of this process for the end users and will work to perform initial maintenances outside of business hours or around staff breaks when possible during the setup periods.  Our technicians will examine the data locations and verify that critical data is backed up prior to making system changes and providing recommendations.  Our robust system has a small software agent that will be deployed on the PCs and servers to monitor, perform maintenance scripts and provide remote assistance during support calls, which will have to be deployed to each covered device.  Any endpoint security software will also be deployed at this time.  Lastly, there will be verifications and updates to the system documentation to try to capture customer processes and network states to ensure the capability of IBT to deliver the best service possible.

Technology, like every other line of business, is complex. No one person can be an expert in everything, so IBT will work with your current support staff to augment and provide additional support. With 30 years of professional technology experience, we can assist in many ways. Whether you need a full package of managed IT services and consulting, help desk services & ticketing, secure remote access or security solutions, we make it and affordable with a customized flat rate service plan.

Our service model consists of 3 primary service options. First is time and materials, a break/fix methodology. This allows you to call us and only be charged for hours that are consumed. You may allocate this in prepaid block rates to negotiate a discount, however this is the least cost effective rate. For the Integrity+ managed service plans, there is a standard business-hour rate and a 24-hour fixed monthly fee.  We offer a per-device pricing model, which is simple and transparent for accounting teams.  Our support platform is automated and will calculate device counts for consistent accuracy in billing.  Your managed IT service plan will cover maintenance and support for every included component of your network, providing you with peace of mind and the ability to accurately forecast your IT maintenance costs.

Fixed-rate billing gives you the ability to budget your IT expenses so you can better focus on your core business goals. We customize each agreement after an assessment of your business, so you will only pay for what you need. We pride ourselves on being the one stop shop for all of your businesses technology needs.  Preventative maintenance and a monitored network has been proven to reduce downtime, increase productivity, improve employee morale and customer satisfaction, which positively impacts your bottom line.

To receive the benefits of the managed service contract discounts and services, IBT will initiate a 12 month contract. Most agreements with a new service provider begin with a costly onboarding startup and are labor intensive, which is recovered over time. Contracts will auto-renew at the same contracted rate for the next cycle on the 11th month, unless cancelled in writing the month prior. This allows you to "set it and forget it" to continue receiving the same great services, without interruption.

We define expectations with each client to establish a specific service level agreement (SLA). Typical urgent response time for Integrity+ basic service will be 2 hours during normal business hours. Integrity+ inclusive expands the 2 hour urgent response coverage to a 24 hour period.

We pride ourselves on being agnostic and will work with most infrastructure systems. Whether your business uses Google Apps or Office365, Chromebooks, Windows or Mac, Android or iOS, we will support your team. Need to install a server onsite or host one virtually on Amazon Web services, Google or Microsoft Azure?  We will support you.  Need to transition from one ecosystem to another?  We’ll be there for you.  We are experts in server and desktop virtualization technologies, wireless systems and switching/routing and firewall devices.  Rest assured, IBT will be able to assist you with your specific needs. If your system is not common, we will get up to speed on the configuration quickly and efficiently. 

No!  There will be an upfront agreement to cover the systems that you choose.  We have options for monitoring and remotely connecting to / repairing Windows and Mac systems inherent to our platform.  If you have a system that does not have an agent, we have options to monitor devices from an existing agent.  We can monitor as much or as little as you like, giving you the flexibility to choose the amount of coverage that suits your business needs. 

Fees will be based on device count.  If your equipment count remains constant, the fees will remain the same for the duration of the contract.  If additional devices are added or removed, they can be adjusted on a pro-rated basis in the next billing cycle at the same negotiated rate.

Integrity firmly believes that your business and equipment is your business and equipment.  While we prefer that you call us to handle issues as they arise, we will work with you to define system access for whomever is deemed appropriate within the organization.  Your systems will never be locked out to the internal staff and there will always be access for administrative purposes.  Systems and passwords will be fully documented, so you will never have to rely on tracking down one person to get access to your systems.

IBT maintains an insurance policy for the business and can provide a certificate of insurance upon request.