Hospitality IT Services

Because hospitality is staffed differently. Front-of-house teams handle a meaningful share of basic technical incidents at the property — printer jams, kiosk wake-ups, simple POS resets — that an office manager would ticket to the MSP in a corporate environment. We model that into the rate. The trade-off is that in exchange for the lower per-user rate, the property owns local first-touch on routine issues; ICS owns escalation, security, vendor coordination, and the platform layer.

No. EDR is a required component of the service, but the license is billed as a pass-through at vendor MSRP — typically CrowdStrike Falcon Pro or an equivalent business-grade EDR. We deploy, tune, and operate it as part of every tier. If you already have entitlement, BYOL is fine.

No. Day-to-day M365 and Google Workspace administration — user lifecycle, license assignment, mailbox/Teams/SharePoint admin, Drive admin, MFA, conditional access operation within current architecture — is included in the per-user rate. PMS, POS, and hospitality SaaS apps are vendor-coordinated, not vendor-developed; their licensing is pass-through or your direct relationship.

Yes — and a meaningful share of our hospitality book runs Google Workspace as the primary platform. ICS is a Google Cloud Partner. Workspace IAM, mobile management for property devices, and security operations are first-class on every Hospitality tier at the same per-user rate.

On Hospitality IT, we follow the same posture as Managed IT: Microsoft CSP consolidation through ICS for Standard, Advanced, and Premier customers. This gives us licensing-level support escalation with Microsoft, single-pane invoicing, and same-day adjustments. If your group has a contractually committed CSP relationship, we will discuss the Co-Managed alternative.

A dedicated on-site analyst, pre-vetted to hospitality operations, present at the property on a defined schedule. $9,995 per month, 12-month minimum, 60-day reduction notice after the minimum. The analyst handles physical-presence work — installs, walk-arounds, hardware swaps, AV troubleshooting, vendor escorts, and direct training for property staff.

Premier tier includes a baseline PCI compliance program — annual SAQ support, quarterly review, and remediation guidance. The PCI Compliance Program add-on expands that with monthly evidence collection, full audit support, and remediation project scoping. We do not perform QSA-level external audits; we partner with QSAs you choose.

We use the Multi-Property Rollout add-on. Each property gets its own 90-day onboarding using the standard plan, but rollout is sequenced and shared documentation is built once. By the third property, onboarding compresses meaningfully because runbooks, vendor escalation paths, and reporting templates are reused. Ownership sees a single monthly report covering the entire portfolio.

Six categories of work sit outside steady-state hospitality operations and are quoted separately: (1) new deployments and migrations — property openings, PMS/POS go-lives, brand conversions, (2) major redesigns of an existing property — network re-segmentation, Wi-Fi redesign, PMS version upgrades requiring infra changes, (3) incident response beyond a defined runbook — ransomware, BEC, PCI forensics, (4) hardware and license pass-throughs at vendor MSRP — with PMS, POS, and hospitality SaaS staying on your direct vendor agreements, (5) on-site dispatch outside the scheduled On-Site Analyst window, and (6) PCI ROC support and other compliance audits. We disclose all six in writing before you sign. Hospitality is the vertical most allergic to surprise IT invoices — ownership groups want flat numbers — so this list is published, not buried in fine print.