What’s Included in Our Managed IT Services
Proactive Monitoring & Patching
We watch servers, endpoints, and SaaS 24/7, roll out OS and third-party patches on a dependable cadence, and keep a rollback ready if something misbehaves. Maintenance windows avoid Downtown/White Street events and Renaissance Centre show nights to minimize disruption. You get monthly health scores, noise-free alerts, and a prioritized backlog—so fixes land before staff feels pain and risk trends down across Heritage, Capital Blvd, and downtown offices.
Responsive Help Desk & On-Site Support
One team, clear SLAs, fast triage. Most tickets resolve remotely; if hands-on help is faster, a tech rolls to Downtown, Wake Forest Crossing/Capital Blvd, or Rogers Rd with parts and admin access. We prioritize revenue-impacting outages first (internet, POS, email), then close the loop with plain-English notes your managers can trust. Outcome: shorter time-to-green, fewer escalations, and staff focused on customers—not tickets.
Network & Wi-Fi Reliability
We baseline LAN/WAN, separate guest from business traffic, tune channels, and enforce QoS for VoIP/POS. When circuits flap, we test at the demarc and escalate with ISPs until stable. Designs anticipate congestion near Renaissance Centre events, Downtown/White Street, and the Capital Blvd (US-1) retail corridor—so calls stay crisp and registers don’t lag when crowds swell. Documentation covers cabling, VLANs, and change controls to make future upgrades boring—in the best way.
Microsoft 365 & Cloud Care
We manage Exchange, Teams, and SharePoint with governance that balances security and speed: sane retention, guest-sharing limits, and role-based setups for new hires. OneDrive sync and mailbox quirks get fixed fast. For hybrid staff moving between Downtown, Rogers Rd/Duke Health Heritage, and RDU, we keep collaboration smooth with Conditional Access and device compliance—plus tidy licensing reports for finance.
Backup, Continuity & DR
Together we set RPO/RTO, then implement 3-2-1 backups with immutability and cross-region copies. Runbooks spell out who does what—from SaaS restores to VM failovers—and we test quarterly. Plans avoid peak windows around Joyner Park programs and Downtown events so maintenance never collides with surges. When the grid wobbles or ransomware knocks, recovery is fast, orderly, and auditable—with post-incident reports your auditors will actually read.
Security Operations & Compliance
We harden identity with MFA and Conditional Access, deploy EDR, filter mail, and watch logs for anomalies. Vulnerability scans feed the patch plan; phishing simulations and short trainings raise the floor. We map policies to practical controls your team can follow and provide executive dashboards that track risk reduction—plus sensible exceptions for kiosks and contractors—so security fits how Wake Forest teams actually work.