IT support for the office that has no IT department

Help Desk Micro is a flat $299 a month for one to five users and covers unlimited remote help in business hours, your Microsoft 365 or Google Workspace account run for you, and new hires set up and leavers' access closed, with a four-hour response when one person cannot work. Managed Office, at $149 per user with a five-user minimum, adds what Micro leaves out: every computer watched and kept up to date, protection on every computer watched around the clock, email protection, a backup copy of your Microsoft or Google data, a password manager, the network at your main office, a first response to critical problems after hours, a two-hour response and a review every quarter. Micro is for an office that wants someone to call; Managed Office is for one that wants the problems prevented.

A user is a named person with a working company login on the first of the month, and that one price covers up to three devices: typically a computer, a phone and a tablet. Shared mailboxes such as info@, meeting-room calendars and other logins no person uses are free, because nobody signs in with them. Seasonal and part-time staff are billed only in the months their login is active. A shared front-desk or warehouse computer with no named user, a second computer beyond three devices, a server still on site and a storage box each have their own published monthly price on this page.

Yes, for anything the plan covers, and that is one sentence: support puts back something that used to work, or makes a small change under an hour for one person. Fixes, password and access problems, setting up a new hire and closing a leaver's access, and one-off small changes are all included, with no count of how many times you call. A project is anything that changes your setup, such as an office move, new software for more than two people, moving your email or a new office, and it is quoted at a fixed price before work starts. If a client averages more than 1.5 support hours per user a month for three months running, we sit down and look for the cause, usually training or a clean-up, and support is never cut off for volume.

Within one hour, on every plan, when nobody can work or a hack is suspected. Within two hours on Managed Office and four on Help Desk Micro when one person cannot work. The same business day when something is wrong but work continues, and the next business day for a request such as a new user or a change. These are targets we report against every month, so you see the actual times rather than taking the promise on faith.

Setup costs one month of the plan fee, waived when you sign a 12-month agreement, and it is free on Help Desk Micro once you stay 3 billed months. During that first month we install our tools, list every computer and account, document who owns every login, domain name and renewal, and put the basics in place; the plan's billing starts when setup ends. If we find a setup that needs real work first, such as no phone code on sign-in, admin logins nobody recognises, computers too old to receive updates or shared passwords, that becomes a separate fixed-price clean-up with an itemised list at the prices published above, minimum $495, and you choose what to fix. A client who declines the clean-up signs a short note acknowledging the listed risks.

Yes, that is what the co-managed help desk is for, at $79 per user a month. Your IT person keeps the decisions and the vendors, and your staff get a help desk behind them in English and Spanish, with a ticket system, documentation and after-hours overflow. The plan deliberately carries no security package, because most businesses with their own IT person already have one; if yours does not, the security package is $39 per user. Projects are quoted separately, as on every plan.

Remote support wherever you are, Miami and the rest of Florida included, and most issues are fixed that way. In-person visits are offered in Cape Coral, Fort Myers, Estero, Bonita Springs and Naples, in Lee and Collier counties, with no travel charge; work at your office there is $150 an hour with a one-hour minimum. There are no travel zones and no in-person service outside those five cities, so everywhere else the remote rate is the rate.

Projects, which are quoted at a fixed price first; after-hours work done at your request, at 1.5 times the hourly rate and 2 times overnight and on holidays; licences, hardware and carrier fees, which are billed at cost and are never inside a price; and anything that changes your setup rather than putting it back the way it was. Cabling, cameras, alarms, door access and electrical work are outside what we do at all, and we refer them to a licensed contractor who contracts with you directly.

Not for the first 12 months; your price is locked. After that, any increase follows the consumer price index (the official measure of inflation) and is capped at 4 percent, and it is written into the agreement rather than announced. We publish the cap so you can plan against it.

When a problem was caused by someone on your side (for example a clicked phishing link, a deleted file, a changed setting, software installed without approval or a shared password), we say so plainly in writing, in the ticket and in the monthly report, and we still do everything we reasonably can to fix it. Some work depends on others: software makers, Microsoft or Google, phone carriers, parts suppliers and manufacturers. When a job is waiting on one of them, we tell you what we are waiting for and keep you updated; the completion date moves by the time spent waiting, and we are not responsible for delays caused by third parties or by software or parts that are not yet available.

You take everything with you. The domain name, the Microsoft or Google account, the admin logins and every renewal are in your name from the first week, and the documentation we build in the first month and keep up each month is handed over in full on request, at any time, not only when you leave. Every plan ends with 30 days' written notice, and the notice period is billed. Help Desk Micro is month to month; cancel before 3 billed months and the free setup is charged at $299. Managed Office is month to month, or a 12-month agreement that waives the setup fee; end that agreement early and you pay the waived fee plus one month's fee as the cancellation fee. The 12-month agreement renews automatically unless you give 30 days' notice before it ends, and we remind you 60 days before. A prepaid year is not refunded. No fee applies if we end the agreement. Unpaid invoices can be sent to collection. Any clean-up after you leave is for your next provider; we remove our own access and confirm it in writing.

Yes. Support is delivered in English and in Spanish on every plan, by the same help desk, with no extra charge for either language. Documentation and the monthly report are written in the language your office works in, and training sessions can be run in either.

Yes. Insurers now ask on almost every application whether you use a phone code on sign-in, whether your computers are protected, whether you have backups and whether your email is protected, and the questions are easy to answer wrongly. The add-on is $595 for up to ten users and $25 per user after that: we go through the questionnaire with you, fix what can be fixed before the deadline, and give you evidence for each answer. For a Managed Office client most of it is already in place.