Managed IT Services

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), we can use yours and skip the license line item.

No. Day-to-day M365 and Google Workspace administration — user lifecycle, license assignment, mailbox and Teams and SharePoint admin, MFA support, conditional access operation within the current architecture — is included in the per-user tier rate. Project work like tenant migrations, M&A merges, conditional access redesign, Intune greenfield, or Purview rollout is scoped separately as fixed-bid.

Yes, on Managed IT (Standard, Advanced, Premier) we consolidate Microsoft licensing through ICS as your CSP. This gives us licensing-level support escalation with Microsoft, single-pane invoicing, and same-day license adjustments without your team filing a ticket. On Co-Managed IT it is recommended but not required — we will work with your existing reseller.

Yes. ICS is a Google Cloud Partner. Google Workspace administration, IAM, mobile management, and security operations are first-class on every Managed IT tier. Many of our hospitality and creative clients run Google Workspace as their primary platform; corporate clients often run a hybrid posture.

Yes for Standard and Advanced. Premier requires 75 users. Enterprise targets 250+. The floors exist because below ~50 users our delivery model carries margin we are not willing to underwrite — and because smaller environments are better served by our per-project advisory and Microsoft 365 Management offerings rather than a full Managed IT contract.

Hardware (workstations, servers, networking, AV) is quoted per project at our negotiated distributor rates. We do not mark up hardware against the per-user rate. If you have an existing procurement source, we will receive, image, and deploy your hardware under our standard build process at advisory rates.

On Managed IT we require CSP consolidation through ICS. On Co-Managed IT we keep your existing reseller. If your existing CSP relationship is contractual and unbreakable, the Co-Managed line is the right fit. We will document the boundary in the SOW so there is no ambiguity about who handles licensing.

Onboarding is a fixed-fee project at one month of MRR. The standard plan is 90 days: 30-day discovery and access, 30-day tooling and baseline, 30-day steady state and first QBR. You see the full project plan in the proposal — not after you sign. SLAs are in full effect at day 61, not soft-launched.

Six categories of work sit outside steady-state operations and are quoted separately: (1) new deployments and migrations like tenant migrations or Intune greenfield, (2) major redesigns of an existing platform like a Conditional Access overhaul, (3) incident response beyond a defined runbook — ransomware, BEC, forensics, (4) hardware and license pass-throughs at vendor MSRP, (5) on-site dispatch outside contracted scope, and (6) compliance audits and assessments. We disclose all six in writing before you sign and quote each one as fixed-bid against published advisory rates. This is industry standard — every reputable MSP carves out the same buckets, and the ones that say they don't are usually quietly absorbing them into the next renewal price increase.