Services & Support
STI Managed IT Service Provider (MSP) manages your IT needs so you can run your business. We provide:
• IT procurement services and installation of IT infrastructure.
• Management of IT infrastructure at a lower cost than in-house teams.
• Proactive services such as monitoring, cybersecurity, and system updates.
Managed Services Plans
Multiple Tiers to choose from. Customize a plan that fits the IT needs of your business.
Tier 1: Basic Support
Description: Entry-level support focused on reactive, break-fix services for small businesses or clients with minimal IT needs.
Features:
- Help Desk Support: Access to a help desk during standard business hours (e.g., 9 AM–5 PM, Monday–Friday) via phone, email, or ticketing system.
- Break-Fix Services: Resolution of IT issues as they arise (e.g., troubleshooting hardware/software issues, password resets, basic connectivity problems).
- Remote Support: Basic remote desktop support for quick issue resolution.
- Limited Monitoring: Basic monitoring of critical systems (e.g., server uptime, basic network performance).
- Patch Management: Application of critical software updates and patches for supported systems.
- Response Time SLA: Standard response times (e.g., within 4–8 hours for non-critical issues).
Best For: Small businesses, startups, or organizations with minimal IT infrastructure and budget constraints.
Typical Pricing: Pay-per-incident or low monthly fee per user/device (e.g., $10–$50 per user/month).
Tier 2: Standard Support
Description: A balanced plan offering proactive monitoring and support for businesses with moderate IT needs and reliance on technology.
Features:
- All Tier 1 Features: Includes help desk, break-fix, and patch management.
- Extended Support Hours: 24/7 help desk availability or extended hours (e.g., 7 AM–7 PM).
- Proactive Monitoring: Real-time monitoring of servers, workstations, and network devices with alerts for potential issues.
- Managed Antivirus/Endpoint Protection: Deployment and management of antivirus software and basic security updates.
- Basic Backup Management: Regular backups for critical systems with periodic testing (e.g., cloud-based backups for key data).
- Basic Cybersecurity: Firewall management and basic threat detection.
- Regular Reporting: Monthly reports on system health, tickets resolved, and basic performance metrics.
- Response Time SLA: Faster response times (e.g., within 1–4 hours for critical issues).
Best For: Small to mid-sized businesses with growing IT needs, such as retail, professional services, or offices with 10–50 employees.
Typical Pricing: Moderate monthly fee per user/device (e.g., $50–$100 per user/month).
Tier 3: Premium Support
Description: Comprehensive IT support with proactive management, advanced security, and strategic services for businesses heavily reliant on IT.
Features:
- All Tier 2 Features: Includes extended support, proactive monitoring, and basic cybersecurity.
- 24/7/365 Support: Round-the-clock help desk and on-site support when needed.
- Advanced Cybersecurity: Managed firewalls, intrusion detection/prevention, endpoint detection and response (EDR), and employee security awareness training.
- Comprehensive Backup & Disaster Recovery: Full backup solutions with offsite storage, disaster recovery planning, and regular recovery testing.
- Network Management: Full management of network infrastructure, including routers, switches, and Wi-Fi systems.
- Cloud Management: Support for cloud platforms (e.g., Microsoft 365, Azure, AWS) with configuration and optimization.
- Vendor Management: Coordination with third-party IT vendors (e.g., ISPs, software providers) on behalf of the client.
- IT Strategy Consulting: Quarterly business reviews and basic IT roadmap planning.
- Priority SLA: Guaranteed response times (e.g., within 30 minutes for critical issues) and priority escalation.
Best For: Mid-sized to large businesses, healthcare, financial services, or organizations with complex IT environments and compliance needs.
Typical Pricing: Higher monthly fee per user/device (e.g., $100–$200 per user/month).
Tier 4: Enterprise Support
Description: Fully managed IT services with strategic oversight, advanced security, and tailored solutions for large organizations or those with mission-critical systems.
Features:
- All Tier 3 Features: Includes 24/7 support, advanced cybersecurity, and IT strategy consulting.
- Dedicated Account Manager: Assigned IT manager to oversee the client’s account and act as a single point of contact.
- Custom IT Solutions: Tailored configurations for specialized software, hardware, or industry-specific needs (e.g., HIPAA, PCI-DSS compliance).
- Advanced Threat Protection: AI-driven threat detection, Security Information and Event Management (SIEM), and proactive vulnerability assessments.
- Full Disaster Recovery & Business Continuity: Comprehensive disaster recovery planning, including failover systems and redundancy for minimal downtime.
- IT Budget Planning: Strategic guidance on IT investments, including hardware/software procurement and lifecycle management.
- Employee Training Programs: Regular IT and cybersecurity training for staff.
- Custom Reporting & Analytics: Detailed dashboards and analytics on IT performance, security posture, and compliance.
- Guaranteed Uptime SLA: Strict SLAs for system uptime (e.g., 99.9%) and rapid issue resolution (e.g., within 15 minutes for critical issues).
Best For: Large enterprises, organizations with complex IT ecosystems, or industries with strict regulatory requirements (e.g., healthcare, finance, government).
Typical Pricing: Premium monthly fee per user/device (e.g., $200–$500+ per user/month) or custom pricing based on infrastructure.
Optional Add-Ons (Across Tiers)
- On-Site Support: Dedicated on-site technician hours for businesses requiring in-person assistance.
- Compliance Support: Specialized services for GDPR, HIPAA, PCI-DSS, or other regulatory requirements.
- Managed VoIP: Management of Voice over IP phone systems.
- Custom Software Support: Support for industry-specific or proprietary applications.
- Hardware-as-a-Service (HaaS): Leasing of hardware (e.g., laptops, servers) with maintenance included.
We Create Fully Connected Systems So You Can Focus On Your Business
Our wealth of expertise, customer service and forward thinking approach will ensure you have a customized technical solution that matches the needs and budget of your business.
Practical IT Support
Let our expertise free you to focus on your business. We know how to assess and deliver all of your information technology requirements. We will work with you to help you determine what your business needs and how to efficiently and economically provide solutions.
Technology Assessment
Know the health, security, and stability of your network and devices.
STI can perform an assessment using our Network Auditing tools to identify trouble spots and recommend improvements. We will provide a full report on your systems, and discuss the findings and how they fit with your technology needs.
Full Service IT
We specialize in:
- Server/Workstation/Laptop sales and installation
- Remote Monitoring and Management
- Antivirus and security software
- Data backup solutions- onsite and cloud-based
- Office365- anywhere access to email, Office Apps, IM and more
- Wireless and VPN setup
- VOIP Phone Systems featuring Jive phones
Monthly Reporting
Data Management, Backup, & Recovery
Once all of your technology is in place, STI will stay on top of managing your network and related components to assure business continuity. Disasters can happen, hard drives fail and networks are hacked. We implement plans for restoration.
Preventative Management
Plan for best but be ready for the worst with our backup solutions and patch management.
- Patch Management – ensure your systems are updated with immediate patching direct from Microsoft. Lengthen the lifespan of your assets and minimize technology problems that reduce productivity.
- Data Backup Reliability – protect your customer data by monitoring the progress and status of your backup solutions.
- Cloud backup options that are reliable, secure and build for business. See how we match up to the competition in our comparison chart.
Asset Management
24/7 Monitoring and Alerting
Network & Connectivity
Our highly trained technicians provide solutions and services that extend beyond computing requirements.
Wi-Fi/Wireless Network Setup
Build and Move Consulting
VOIP and Unified Communication Solutions
Network Design
Cyber Security
Hardware Sales
Managed Service Plans
Virus and Spyware Removal
