Transparent Accountability — Fewer Tickets Is the Goal

What’s behind the numbers

• Logged

  Every request becomes a ticket — in minutes

  Every call is logged as a ticket while you’re still on the phone, and the whole team is alerted within the first few minutes. Requests that reach us any other way get a ticket too, even if we already fixed them — so nothing lives in someone’s inbox.

• Ownership

  One owner, start to finish

  The engineer who takes your request owns it until it’s done, including keeping you updated. If they’re out, the team covers their tickets the same day — you never wait on one person’s vacation.

• Never sits

  Nothing sits unanswered

  We start every day by assigning everything that came in overnight, and no one leaves for the day with a ticket that hasn’t had a response. Tickets that are waiting — on you, a vendor, parts or an approval — are followed up on a set schedule, never forgotten. Our internal SLA is assignment to an engineer within 10 minutes; our published promise is a real engineer’s response within 20.

• Escalation

  Escalation on a clock, not a hunch

  Every ticket gets a priority based on business impact — from a routine change up to several people unable to work. Each priority has a fixed escalation time, and anything new or never seen before goes straight to a senior engineer. High-priority issues escalate if they’re not resolved in 30 minutes, and critical issues reach our co-founders immediately.

• Communication

  You always know where things stand

  Every call is followed by a written summary email with your ticket number: what we did and what happens next. We set expectations for the next update and then meet them.

• Documentation

  Fixed once, documented forever

  Before a ticket is closed, the engineer records what fixed it and updates your documentation — so the next engineer, or the next time it happens, starts with the answer instead of from scratch. That’s a big part of why tickets get resolved faster over time.

Changes that touch your data, access or budget — like granting someone access to files, installing new software or anything that costs money — always need written approval from your designated contact first. The process is reviewed every week as a team, updated as we learn, and audited as part of our SOC 2 Type II report.

Fewer tickets is the goal — and that’s where our interests line up with yours

We publish how many calls and tickets we handle, but we’re not trying to make those numbers bigger. You pay one flat per-user price, so every call and ticket that never has to happen is time your team keeps — and engineering time we can put into making your environment even better. Every problem we prevent is a win for both of us. Here’s how we keep the volume down:

• Proactive

  We fix problems before you see them

  Our 24×7 NOC & SOC watch every device, server and network. Disks filling up, failing backups, expiring certificates and missed patches get handled before they turn into a call.

  24×7 monitoring
• Engineering time

  Time set aside to remove root causes

  We staff above our workload on purpose. That spare engineering time goes into fixing the cause of recurring issues, cleaning up configurations and keeping documentation current — not just closing the next ticket.

  Root-cause fixes
• Automation

  Routine work happens on its own

  Patching, onboarding and offboarding steps, health checks and common fixes are automated and run the same way every time — so they’re never forgotten and never need a ticket.

  Consistent, every time
• Enterprise-class

  Lessons from regulated industries, applied to everyone

  We support clients in financial services, accounting, defense manufacturing (CMMC) and other regulated fields, where controls are audited and mistakes aren’t an option. The standards, security controls and processes we build for them become our baseline for every client. That’s how a 20-person business ends up with the same enterprise-class IT — and the same SOC 2 Type II–audited operations — as our most demanding clients.

  One standard for all
• Fast response

  Small issues stay small

  When an engineer answers in under a minute and picks up email tickets within minutes, a quick question gets solved in one touch — instead of turning into a chain of follow-ups, escalations and “any update?” calls.

  One-touch resolution
• Trust

  Clients who trust us call earlier

  Because our clients know they’ll get a real engineer fast and won’t be billed by the hour, they reach out at the first sign of trouble. Catching an issue early means one quick fix instead of an outage that affects the whole office.

  Built over years

The result: fewer calls and tickets per person than a reactive help desk would see — a sign that things are working, not that we’re hard to reach. An hourly provider earns more when things break. We do better when they don’t.

Your own numbers, in your client portal

This page shows how we do across every client. Your client portal shows the same kind of numbers for your business alone, with every call, ticket and visit behind them. Sign in with the Microsoft 365 account you already use; there’s nothing to set up on your side.

• Calls

  Every call, with the answer time

  Your admins see every call your people make to our service desk: who called, how many seconds it took a technician to answer, who answered, and the ticket it became, with a link to the details.

• Tickets

  Every ticket, start to finish

  Open a ticket, follow the conversation, reply, approve a request or close it, and rate the work when it’s done. Nothing happens in a back room you can’t see.

• On site

  Scheduled visits, before they happen

  See when a technician is coming, who it is, the time window and what it’s for, along with past visits, the work done and the time spent on site.

• Security

  The state of your protection

  Devices protected, updates installed, last night’s backups, multi-factor sign-in, phishing test results and a cyber insurance readiness checklist, all kept up to date.

• Licenses

  The Microsoft 365 licenses we provide

  Quantities, terms, renewal dates and monthly cost for every Microsoft license we provide, so renewals never come as a surprise.

• Trends

  How things are trending

  Tickets by month, first response times and your team’s ratings, so you can see whether things are getting better, and so can we.

Why it matters: most IT providers report to you once a quarter, on their terms. Our clients can check our work on any day, for their own business, in the same detail we see.

How we measure

• Phones — every call to our service desk during service desk hours over the past 90 days.
• Tickets — every email and client portal ticket created Mon–Fri, 5 AM–6 PM over the past 90 days, timed from creation to the moment an engineer picks it up.
• Surveys — every satisfaction survey returned in the past 180 days. Every user gets one when their ticket closes (why we survey every ticket).
• Refresh — every 15 minutes during service desk hours; outside those hours the last numbers stay up and are marked as such.

The numbers are a result of a written, audited service desk process — not a separate effort to look good on this page.

Why we publish it

Promises only mean something if you can check them. Our Service Promise is in writing, our operations are SOC 2 Type II–audited, and these numbers are live — the same numbers our leadership team, led by co-founders Kevin Nichols and Joe Kemp, watches on screens throughout our office all day, every day. When something slips, everyone knows about it, and we fix it.

Book a free on-site review Our Service Promise