Intro Call
Anyone deciding whether to talk to us at all.
Fifteen minutes on the phone. We hear the situation, tell you what kind of engagement fits, and answer questions straight. No obligation attached to it.
Free15 minutes
Support scoped before it starts
Managed IT Services in Cleveland
Two ways to work with us, and you are never locked into either. Commit a standing block of hours every month and get a reserved service window plus priority response, or pay per ticket at the hourly rate and use us only when something needs doing. Everything is scoped, quoted, and agreed before the first hour is spent.
1 dayStandard response. Block-hour clients get priority ahead of it.
$80/hrPer-use rate. One-hour minimum, then 10-minute increments.
30 daysNotice to cancel a plan. Month to month, no annual contract.
01
Onboarding
The First 30 Days
Onboarding exists so that the first real emergency is not the first time we see your network. We inventory what you have, document how it is wired together, and fix the cheap things before they become the expensive things. It is the same process whether you end up on a standing block or on per-ticket support.
Day 0 · Free
Intro call
Fifteen minutes, no cost and no pitch. We find out what you run, what keeps breaking, and whether we are the right fit. If a plan does not make sense for you yet, we say so.
Week 1
Discovery and inventory
Users, locations, workstations, servers, network gear, cloud tenants, backups, line-of-business software, and who currently holds which admin password. This is the step most businesses have never had done, and it is where the surprises surface.
Week 1–2
Findings and plan sizing
You get a written picture of your environment: what is healthy, what is at risk, and what is quietly costing you time. The recommended hours per month comes out of that document, not out of a price list.
Week 2–3
Stabilize
Before ongoing support begins we close the obvious gaps: verified backups, patching current, endpoint protection installed and reporting, admin accounts under control, and documentation written down where somebody other than us can read it.
Week 3–4
Service terms and go live
We agree the service level, the monthly hours, the recurring service window, and how those hours split between planned work and live help desk. Then support starts. Tickets come in through the portal and land on a real queue with a response clock on them.
Day 90
Re-baseline
Three months of real ticket volume beats any estimate. We review actual hours used against hours committed and adjust the plan up or down. Most clients move at least once, and moving down is a normal outcome.
Onboarding is scoped and quoted separately. It is one-time work with a defined deliverable, not a monthly cost. Simple single-location environments are quick. If we inherit an undocumented network with no backups and shared admin passwords, that gets quoted honestly up front rather than discovered on your invoice.
02
Levels of service
Five Ways to Engage
These are not packages you have to grow into. They are different shapes of work, and most clients use more than one. A monthly partnership covers the day to day; a new server rollout inside that same relationship still goes through an engineering statement of work.
Technical Consultation
You need a decision made before you spend money.
Written options, scope summary, timeline and risk overview, and a deliverable-first proposal draft. The fee is credited in full against approved project work.
$50/hrCredited to your project
On-Demand Support
One-off fixes, setups, migrations. No plan.
Submit a ticket, we scope it, you approve, we do it. Same-day availability when the calendar allows. Session notes included every time so the next person has a record.
$80/hr1-hour min, then 10-min increments
Monthly Partnership
Ongoing IT for a business that depends on it working.
A standing block of hours each month, up to 24. Priority scheduling, a recurring service window, proactive maintenance, and a period report showing what was done and where the hours went. Cancel with 30 days notice.
Monthly retainerQuoted on included hours and scope
Weekly Sprint or Engineering SOW
Projects with deliverables, not maintenance.
A focused weekly block of up to seven hours for structured delivery, or a milestone-based statement of work with acceptance criteria and a written change-order process for custom builds.
Flat weekly or milestoneQuoted per scope, SOW before work begins
Where the line sits. Support keeps existing infrastructure running: troubleshooting, maintenance, optimization, account and device administration, security hygiene. New builds, new integrations, and hardware design move to an engineering SOW. If scope changes midstream we stop, write the change order, and get your approval before continuing. That boundary is what keeps a support invoice from turning into a project invoice without you agreeing to it.
03
How hours work
Standing Block or Per Ticket
Same engineer, same quality of work, same reporting. What changes is whether the time is reserved for you in advance or bought as you need it. This is the single biggest decision on this page, so here is the honest version of both.
Committed
Standing Block of Hours
You commit to a set number of hours each month. Those hours are reserved on the calendar as one or two recurring service windows, and at kickoff we agree how they split between planned proactive work on your systems and on-call help desk time for live issues.
- Priority response ahead of per-ticket requests.
- Proactive work actually happens because the time is already booked, instead of being the thing that always gets postponed.
- One predictable invoice at the same amount each month. Net 15.
- Period reporting with an executive summary, ticket counts by category, time per ticket, and an hours-billed breakdown.
- Lower effective rate than per-ticket, because we can schedule around you.
Fits when: your business stops when the computers stop, you have staff who need help regularly, or you are tired of hearing that everything is fine right up until it is not.
OR
Per use
Per Ticket, Hourly
No commitment at all. You submit a ticket when you need something, we scope and quote it, you approve, and we bill for the time actually spent at $80 an hour with a one-hour minimum and 10-minute increments after that.
- Pay only for what you use. A quiet month costs nothing.
- No contract, no notice period, nothing to cancel.
- Scoped and approved before work starts, every time.
- Session notes on every ticket, same as plan clients get.
- Scheduled around plan clients, so a busy week means you wait behind them.
Fits when: you have a handful of machines, no server, an occasional problem, and someone in-house who handles the small stuff. Also the honest starting point for most businesses under five people.
Hours reset monthly
Included hours are an allowance for that service period and do not roll over. That is what buys you the reserved window and the priority, and it is the standard retainer rule.
Overage is approved first
When a month runs past the committed block, we tell you before we spend the extra time. Overage is billed hourly, never silently.
Split is yours to set
At kickoff you decide how much of the block is planned execution and how much is held open as live help desk. It tracks your priorities, not a template.
Reviewed, not renewed
Recurring clients get periodic account reviews. If usage is running under the block, we say so and size it down. That conversation is part of the service.
04
Plan sizing
How Many Hours Do You Actually Need?
Plan size is driven by four things: how many people you support, how many places they work from, how much equipment sits behind them, and how many services have to be kept current. Move the sliders and this gives you the same starting estimate we would give you on the intro call.
Estimated monthly hours
10 hrs / mo
Typical range 8 to 13 hours depending on the month.
Small standing block
A committed block starts paying for itself here.
- Baseline account and admin time2.0 hrs
This is an estimate, not a quote. It uses the same drivers we use on a real intake, but the number that ends up on your agreement comes from the discovery step, and it gets re-baselined at day 90 against what you actually used. Clicking through carries these numbers to the quote form so you do not have to retype them.
05
Live service
What a Month Looks Like
Support time is planned around your operating rhythm rather than dropped on you at random. Here is the rhythm itself, and here is exactly what you get in writing at the end of every service period.
The rhythm
- Recurring service windows. One or two blocks each week, either reserved for proactive work on your systems or held open as an on-call help desk window for live issues.
- Tickets on a real queue. Requests come in through the client portal, get a ticket number, and carry a response clock. Nothing lives in somebody's inbox.
- Updates while work is open, especially on anything blocked and waiting on a vendor, a license, or a decision from you.
- Approval before major changes and before any overage hours are used. You are never surprised by either.
What lands in your inbox
- Executive summary for the period: top issues, business impact, what was completed, what is still open, what we recommend next.
- Ticket detail: count by category, resolution notes, and time spent per ticket.
- Hours-billed breakdown that maps line by line to the invoice, so you can see where the block went.
- Pattern findings. Repeat pain points and escalation trends, with recommendations for training, a process change, or a higher tier where it would actually reduce disruption.
06
Billing
Terms, In Plain Numbers
One-time work
Net 7. Invoiced after the work is delivered, with a written description of what was done.
Monthly support
Net 15. Same amount each period unless approved overage was used, itemized against the hours report.
Engineering milestones
Due on delivery of the milestone, against acceptance criteria written into the SOW before work began.
Past due
Balances past 14 days carry a 1.5% monthly finance charge (18% APR). Service is suspended at 14+ days past due.
Ways to pay
- PayPal, including credit card checkout through PayPal, from the invoice link or the Pay an Invoice page.
- Cash, check, or Venmo, if that is simpler for your bookkeeping.
- Every invoice carries the service period and a clear description of work performed. Plan clients can see their full billing history in the client portal.
Managed IT Services: Common Questions
What is the difference between a standing block of hours and paying per ticket?
A standing block commits you to a set number of hours each month and reserves them on the calendar, which buys you priority response and means proactive maintenance actually gets done. Per ticket has no commitment at all: you pay $80 an hour only when you need something, and you get scheduled after plan clients. Both come with the same work and the same session notes.
How do you decide how many hours my business needs?
Four drivers: how many people you support, how many locations they work from, how much equipment sits behind them, and how many services have to be kept current. The sizer on this page gives you the same starting estimate we would. The committed number on your agreement comes out of the discovery step during onboarding, and we re-baseline it at day 90 against what you actually used.
Do unused hours roll over to the next month?
No. Included hours are an allowance for that service period and reset at the start of the next one. That is what pays for the reserved service window and the priority response. If you are consistently finishing months well under the block, we tell you at the account review and size the plan down.
What happens during onboarding, and is it extra?
Onboarding runs about 30 days: discovery and inventory, a written findings document, a stabilization pass that closes the obvious gaps, then agreeing service terms and going live. It is scoped and quoted separately as one-time work, not folded into a monthly cost. A simple single-location environment is quick. An undocumented network with no working backups takes longer, and we tell you that up front.
How does your IT support billing work?
You can choose a flat-rate monthly managed plan or pay as you go by the hour. Our standard rate is $80 per hour with a one-hour minimum, then 10-minute increments. Every engagement is scoped and quoted up front, so there are no surprise bills.
How fast do you respond?
Standard response is within one business day. Managed-plan clients get priority, and many remote issues are resolved the same day. For a business-down emergency we do everything we can to get you working again fast.
Do I have to sign a long-term contract?
No. Managed plans are month-to-month with 30 days notice to cancel, and you can also work with us hourly with no plan at all.
Do you support both remote and on-site work?
Yes. We are remote-first for speed and come on-site across the Cleveland area whenever hardware needs hands-on attention.
What if I only have a one-time problem?
That is fine. You can hire us hourly for a single issue without committing to a plan.
Related guides: Managed IT vs. Break-Fix · How Much Should You Spend on IT?
07
Get started
Two Doors In
Something is broken right now
Open a ticket. It goes on the queue with a number and a response clock, and you do not need a plan or an account to send one. If it turns out to be a five-minute fix, we tell you that instead of scoping a project around it.
You are weighing up ongoing support
Start with the free 15-minute call. Bring your sizer number if you ran it. We will tell you which level fits, what onboarding would involve for your environment, and whether a standing block is worth it yet. Sometimes the answer is not yet.