Frequently Asked Questions

We serve small and mid-sized businesses across a range of industries, with particular depth in professional services, law,  construction, healthcare, finance/accounting, and food and beverage. Our clients range from 10 to 500 employees. While our team is based in Arizona, we support clients across the US and our remote support capabilities mean we can effectively manage environments anywhere in the U.S.

We prioritize fast, human response times. For critical issues—like a server outage or security incident our target response time is 15 minutes or less. For standard support requests, we typically respond within one hour during business hours. Every ticket is triaged based on severity and business impact so that urgent issues get immediate attention. We track and report on our response metrics regularly to ensure we’re consistently meeting our service level commitments.

We provide both. The vast majority of IT issues can be resolved quickly and efficiently through remote support, and that’s how we handle most day-to-day tickets. However, some situations—like hardware replacements, network infrastructure work, or new office setups require boots on the ground. For clients in our local service areas, we dispatch technicians onsite as needed. For clients in other regions, we coordinate with trusted local partners or arrange travel for larger projects.

Our support team is fully local and in-house. When you call or submit a ticket, you’re working with our own technicians who know your environment and your people. We do not ever outsource frontline support to overseas call centers. On average, our team members have more than 10 years of experience so you’re working with team members with immense experience. Many providers rely heavily on outsourcing and novice team members, so you’ll spend hours of your time troubleshooting simple issues.

We take a layered, defense-in-depth approach to cybersecurity. This includes advanced email security to block phishing and business email compromise, endpoint detection and response (EDR) on every device, DNS filtering, phishing resistant multi-factor authentication enforcement, security awareness training for your employees, continuous vulnerability monitoring. We also implement tailored access controls, conditional access policies, and real-time threat monitoring with a Security Operations Center so that if something does slip through, we catch it fast and contain it before it spreads.

Small and mid-sized businesses are the most frequent targets of cyberattacks because attackers know they often lack the defenses of larger enterprises. A single ransomware incident or data breach can cost a business many thousands of dollars in recovery, legal liability, regulatory fines, and lost customer trust and for many smaller companies, it can be an existential event. Having proper cybersecurity isn’t a luxury; it’s a fundamental business requirement, and it’s far less expensive to prevent an incident than to recover from one.

When a security event is detected, our team follows a structured incident response process. We immediately isolate affected systems to contain the threat, then assess the scope and severity of the incident. From there, we work to eradicate the threat, recover impacted systems from clean backups, and conduct a thorough post-incident review to identify root cause and close any gaps. Throughout the process, we keep your leadership informed with clear, non-technical communication about what happened, what we’re doing, and what steps are being taken to prevent recurrence.

Yes. Ransomware protection is built into every layer of our security stack. We deploy advanced endpoint protection that detects and blocks ransomware behavior in real time, combined with email security that catches malicious attachments and links before they reach your inbox. We also maintain tested, immutable backups of your critical data so that if the worst happens, we can restore your systems without paying a ransom.

Yes. We manage cloud-only, on-premise, and hybrid environments. Many of our clients are in the process of migrating workloads to the cloud or operate a mix of local servers and cloud services. We meet you where you are, manage the complexity of hybrid setups, and help you plan a technology roadmap that aligns with your business goals—whether that means going fully cloud, maintaining certain systems on-premises, or running a blend of both.

Microsoft 365 and Azure are at the core of what we do. We handle full lifecycle management of your M365 environment—including Exchange Online, SharePoint, Teams, OneDrive, Intune, Entra ID (Azure AD), and Defender. We also manage Azure infrastructure for clients running virtual machines, networking, and other cloud workloads. Beyond Microsoft, we support integrations with a range of third-party cloud platforms and SaaS applications to ensure your entire technology ecosystem works together seamlessly.

Yes. We support a wide range of business applications and databases, including SQL Server, line-of-business applications, ERP and CRM platforms, and industry-specific software. Our team monitors application health, manages updates and patches, coordinates with software vendors on your behalf, and ensures your critical systems are properly backed up and secured. If you rely on a specialized application, we’ll work with the vendor to make sure it’s running optimally in your environment.

Yes we manage device deployment, patching, security, and support across all three platforms and can implement unified management policies regardless of your OS mix. We also support Android and iOS mobile devices and MDM policies. 

Yes. We help businesses implement secure BYOD policies that allow employees to use personal devices for work without putting company data at risk. This typically includes conditional access policies that control how and where company data can be accessed, and application-level protections that keep business data separate from personal apps. The goal is to give your employees flexibility while maintaining your security posture.

Absolutely. Cloud-first management tools like Microsoft 365, Intune, and our remote monitoring platform allow us to support employees no matter where they’re located. We provision and manage devices remotely, enforce security policies regardless of network location, and provide helpdesk support across time zones. Whether your team is fully remote, hybrid, or spread across multiple states or countries, we deliver the same consistent support experience.

Our onboarding process is designed to be thorough without being disruptive to your business. It starts with a detailed discovery and assessment of your current environment—networks, devices, users, applications, security posture, and vendor relationships. From there, we build a transition plan and timelines, deploy our management and security tools, capture existing documentation from the prior provider and begin writing our own, and begin providing support. The entire process typically takes two to four weeks depending on the size and complexity of your environment. Throughout onboarding, you’ll have a dedicated project manager as your single point of contact.

Our team holds industry-recognized certifications like Microsoft 365 Certified Associates. More importantly, our technicians have hands-on experience managing real-world business environments across a range of industries and technology stacks. We invest heavily in training, professional development, and R&D in the latest best practices.

We offer flexible agreement terms to fit your business needs. We don’t lock clients into lengthy contracts they can’t exit. Our goal is to earn your business every month through consistent delivery service, not to hold you hostage with fine print. We’re happy to discuss term options during the proposal process.

Our pricing is transparent and based on a per-user or per-device monthly model, depending on your environment and the services you need. This gives you predictable IT costs that scale with your business. During our initial assessment, we’ll build a proposal that clearly outlines what’s included at each tier so there are no surprises. We don’t nickel and dime for routine support. Our monthly plans are designed to cover 90+% of the services you use day to day.

A few things set us apart. First, we focus on your business needs and pull from our technical best practices to implement highly scalable, available, and secure solutions that drive value and ROI for your business. Second, we’re high-touch support, not a Private Equity backed organization that passes you off to a faceless help desk. When you work with OnboardIT, you get direct access to the people managing your environment. Third, we care about your cybersecurity. Every plan we build starts with a strong cybersecurity foundation because we believe protecting your business is non-negotiable.

Yes. We stand behind our service with defined service level agreements (SLAs) that set clear expectations for response times, resolution targets, and system uptime. If we fall short of those commitments, we hold ourselves accountable. Beyond formal SLAs, our philosophy is simple: if you’re not happy with the support you’re receiving, we want to hear about it immediately so we can make it right. We’d rather fix a problem and keep a great relationship than lose a client over something we could have addressed.