Services
Managed IT Support.
With actual boundaries.
For existing clients and selectively for new project clients post-go-live. Senior-led, US-based, scoped — not the unlimited-everything model that breaks small MSPs and breeds resentment. We do not take on ongoing support as a standalone engagement.
What's in scope
- Microsoft 365 administration and tenant hygiene
- Endpoint management (Intune, Defender for Business)
- Identity (AD, Entra ID, Conditional Access, MFA)
- Network operations (Meraki, Cisco, Fortinet)
- Backup verification and restore testing
- Patch management and security updates
- Vendor escalation and management
- Quarterly business reviews
What's out of scope
- Unsupported / end-of-life systems (specified in writing per client)
- Project work (sold separately as fixed-fee SOWs)
- Third-party LOB application development or major customization
- Always-on after-hours coverage (priced as add-on)
- Hardware or software resale
FAQ
Common questions about ongoing support.
Do you offer managed IT support as a standalone service?
No. Support is how we stay on after delivering something, not how an engagement starts. We take on ongoing support for organizations we have already delivered a project for, once we know the environment because we built or remediated it. If what you need is a monthly support contract with no project attached, we are the wrong firm — and we would rather say that on the first call than discover it in month three.
Are you a managed service provider?
Not in the usual sense. We do not run a 24/7 help desk, we do not sell an unlimited-everything retainer, and we do not resell hardware, software or licensing. Pro IT NW is a senior-led project consultancy; managed support is a post-delivery continuation for existing clients, with the scope and the exclusions written down. The unlimited model is what breaks small MSPs and breeds resentment on both sides, so we do not run it.
What is explicitly out of scope?
Unsupported and end-of-life systems, specified in writing per client rather than left ambiguous. Project work, which is sold separately as fixed-fee SOWs. Third-party line-of-business application development or major customization. Always-on after-hours coverage, which is priced as an add-on rather than assumed. Hardware and software resale. The exclusion list is part of the agreement, not fine print discovered during an incident.
How do I become eligible for ongoing support?
Start with a project. A scoped engagement — a tenant assessment, an identity or governance project, a migration, a modernization — establishes what the environment actually is and gives both sides a working relationship. Support is offered selectively after go-live from there. The project intake form takes about three minutes and gets a two-business-day response with scope and a fixed-fee range.
Who actually does the work?
Senior engineers, US-based. There is no tier-one queue to escalate out of and no junior staff learning on your environment. That is also why support is not sold standalone: senior-led support only works at a scale where we already know the estate, which in practice means we built or remediated it first.
Looking for project consulting rather than a support contract? Start with Microsoft 365 consulting — scoped, fixed-fee, with a defined end.
Looking for managed support after a project?
Support is how we stay on after delivering something, not how engagements start — so the path in is a project. Already a client? Call us directly.