Managed IT - Frequently Asked Questions

What are managed IT services?

Managed IT services are a way to outsource IT functions to a third-party provider. Instead of calling for help only when a technology problem occurs, businesses contract with a provider to oversee systems on an ongoing basis.

The coverage depends on business needs. If an organization needs some support, managed IT can supplement an internal team, or coverage can be the primary source of day-to-day and strategic support. You keep full oversight with admin access and regular reporting.

It’s a proactive model that generally includes routine maintenance such as software updates and data backups, as well as troubleshooting. For example, if a staff member cannot access email, the help desk responds. If a server shows signs of failure, monitoring systems alert the provider before downtime occurs. The idea is to reduce disruptions by handling problems before they escalate.

How can I tell if my company needs managed IT services?

The main indicator that an organization can benefit from managed IT services is when technology becomes a regular distraction. Typical signs include slower systems, recurring downtime, growing cybersecurity concerns, or employees spending too much time troubleshooting tech issues rather than doing their job. Often those that lack a dedicated IT staff or relies on a single overwhelmed resource are other signs it may be time for change.

However, even companies with dedicated IT staff can benefit from managed IT services. This is especially true when it comes to ongoing monitoring, advanced cybersecurity support, or scaling technology when the business grows and needs become more complex.

Frequent system outages, lagging software updates, and inconsistent data backups are red flags the IT environment isn’t being managed proactively. If employees are reporting slow Wi-Fi, unreliable remote connections, or frequent email issues, it may indicate gaps in infrastructure management. Likewise, if compliance requirements such as HIPAA, CMMC, or PCI DSS are becoming difficult to maintain, a Managed Service Provider (MSP) can help ensure security and regulatory adherence.

Many organizations also recognize the need for Managed IT when budgeting becomes unpredictable. Constant break/fix expenses can quickly exceed the cost of a monthly managed service plan. With Managed IT, you gain predictable pricing, strategic planning, and continuous oversight, which reduce risk and improve performance.

Why should our company consider managed IT services?

Businesses turn to managed IT for several reasons, and security is often one of the top priorities. Phishing emails, ransomware, and malware now reach companies of every size, and small businesses are frequent targets. The U.S. Small Business Administration estimates that 43% of all cyberattacks are aimed at smaller companies, which makes ongoing monitoring and protection paramount.

But the story does not end with security. Most small and mid-sized businesses cannot justify the expense of a full IT department, and one employee cannot cover every need at all hours. Managed IT fills that gap by providing around-the-clock coverage and a team that can step in when issues come up. The model also changes the way companies’ budget for technology costs. Instead of dealing with unpredictable repair bills, companies pay a set monthly fee that covers support, maintenance, and monitoring.

Compliance is also a concern for some industries, especially healthcare, finance, and government contracting. Providers often supply documentation to help meet strict data and reporting requirements.

What is generally included as part of managed IT Services?

Most managed IT packages cover a core set of services. The providers usually handle the day-to-day tasks, and importantly, the business keeps ownership and visibility over IT systems. Contracts can be scaled up or down as needs change. Typical services include:

Help desk support — The help desk is often the first call when something doesn’t go as planned. A locked account or a software glitch can usually be solved in minutes instead of waiting days for outside help.
System monitoring — Networks, servers, and devices are watched around the clock. If a server overheats or a hard drive shows signs of failure, the warning appears early and action can be taken before work grinds to a halt. Cloud platforms such as Microsoft 365 or Google Workspace are often managed the same way.
Data backup and recovery — Files are backed up on a regular schedule. If data is lost to a mistake or a cyberattack, the provider can often restore it. Then the business can get back to its core operations with minimal downtime.
Software updates and patching — Regular updates close security gaps. Providers apply them on time, so vulnerabilities are fixed before hackers exploit them.
Cybersecurity protection — Firewalls, antivirus tools, and spam filters are common. Some agreements also include various testing procedures, staff training or planning for longer-term defenses.

Managed IT Service Packages

Koltiv offers three levels of managed IT services called shield, armor and fortress. The level and number of services included vary based on the needs of the company, system complexities and more. These are designed to address everything from day-to-day help desk needs to enterprise-grade security and strategic planning. These scalable tiers allow technology to remain robust and agile, reducing downtime, preventing breaches, and allowing your team to focus on business success.

An overview of the available services in packages includes:

Shield –This package includes infrastructure management, network monitoring, Windows PC and server patching, access point management, network updates, help desk support, spam filtering, email encryption, end point detection, HRIS services (employee onboarding and offboarding), Microsoft 365 backups, and multi-factor authentication for Microsoft applications.
Armor – This package builds upon the shield package by adding web content filtering, Cloud/Saas application management, Virtual Chief Information Officer (vCIO) monthly meetings, Managed Detection and Response (MDR), dark web monitoring, security awareness training, data loss prevention for M365, and vendor management services.
Fortress – This package builds upon the armor package by including Managed SIEM/SOC, Virtual Chief Information Security Officer (vCISO) monthly meeting, and intrusion detection services.

How to evaluate managed IT providers?

When evaluating providers, it is important to not only understand the solutions offered, but also how the services will be delivered. Below is a checklist of 9 check points to run on every Managed Service Provider (MSP). An organization’s performance will provide significant insight into how well they can serve your business.

Strategy leadership, not ticket churn

What to look for: A recurring executive rhythm that connects technology to business goals.
How to check: Ask for a vCIO or equivalent agenda, sample meeting notes, and a list of decisions from the last quarter. You want a roadmap, risk review, budget alignment, and a clear owner for next steps. Quarterly business reviews should be standard.

Scope you can trust

What to look for: A concrete statement of work that removes gray areas before they change orders.
How to check: Request the exact scope language with examples of in-scope versus out-of-scope and how changes are approved. Ask what happens if the provider underestimates. There should be a remedy in writing.

Pricing that stays put

What to look for: Predictable pricing with no built-in escalators or CPI riders.
How to check: Confirm term-fixed rates and no automatic uplift at renewal. Ask how pricing adjusts when headcount changes and whether “add-on” fees exist. Also ask whether the up-front assessment fee is credited or refunded if you move forward. A refund signals confidence and partnership.

After-hours included

What to look for: True 24x7 coverage without weekend or holiday surcharges.
How to check: Ask for the after-hours policy, who answers, callback targets, escalation paths, and whether after-hours incidents are included in your package. Small surcharges here can erase savings fast.

Results, not SLA posters

What to look for: Actual performance, not just targets.
How to check: Request the last 90 days of first response and resolution by priority, including after-hours. Ask for trends and definitions. A credible partner knows and shares these numbers.

Proof the work was done

What to look for: Monthly evidence that patching, backups, monitoring, and security tasks happened.
How to check: Ask for a sample report pack with patch compliance, backup success, endpoint health, ticket trends, and security alerts. Reports should be reviewed with you, not just emailed.

Sales stays in the room

What to look for: Sales Team accountability after signatures, so expectations do not drift.
How to check: Ask who owns quarterly business reviews, who handles renewals and one-off projects, and how sales stays engaged alongside service leadership throughout the relationship.

A stable team that knows your environment

What to look for: Low turnover and real tenure to reduce rework and risk.
How to check: Request average team tenure and 12-month voluntary turnover. Ask how knowledge is documented and shared, and how primary and secondary engineers are assigned.

Clarity on what is included and what triggers billable work

What to look for: Transparent inclusions and a clean path for projects.
How to check: Ask for a plain-English inclusions list, examples of out-of-scope items, a project rate card, procurement fees, and a simple approval workflow. Growth should not expose fine print.

What is the cost of Managed IT services?

Managed IT services are generally billed as a monthly subscription. Pricing models vary but usually fall into one of three categories. The most common approach is per user, where the business pays a flat monthly fee for each employee, which covers devices and support needs. Another common model is per device, with a fee tied to each workstation, laptop, server, or other piece of equipment.

Some providers also offer flat-rate packages or custom packages. Larger projects that fall outside the agreement, such as system upgrades or cloud migrations, are usually priced separately.