Managed IT Services

Day-to-day IT that runs quietly, reliably, and predictably.

We handle the IT work that keeps your business moving — user support, security monitoring, patching, backups, and modern endpoint management — so you can focus on the work that grows it. One predictable monthly engagement. No surprise invoices. No drive time.

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What "managed IT" actually means at Slyder.

"Managed IT services" is one of the most overloaded terms in the industry. Some MSPs use it to mean "we'll send someone over when something breaks." Others use it to mean "you pay a monthly fee and we ignore you until something breaks." At Slyder, it means something specific: we take operational responsibility for your IT environment, monitor it continuously, prevent problems before they interrupt your business, and resolve issues fast when they do happen.

In practice, that's a layered service: continuous monitoring across endpoints, network, and critical applications; unlimited remote support for your users; proactive maintenance (patching, hardening, updates) on a controlled cadence; and strategic guidance on what to do next.

It is not break/fix with a monthly bill attached. We measure ourselves on tickets that didn't happen, not just tickets we closed.

What's included in the engagement

Every engagement is structured around four delivery pillars. Scope details are confirmed in writing before we start work.

1. Helpdesk & user support

Remote support for your users — login problems, application issues, hardware questions, M365 / Google Workspace help, mobile device support. Unlimited.

2. Monitoring & alerting

24/7 monitoring of endpoints, servers, network, and cloud identity. We see problems before users do. Automated remediation where safe; human triage otherwise.

3. Patching & maintenance

OS and third-party patching on a controlled cadence. Critical security patches deployed within days; standard updates monthly. Patch failures investigated, not ignored.

4. Backup & recovery

Cloud backup of critical data with regular restoration testing. Documented recovery time and recovery point objectives. Tested means tested — not "we assume it works."

5. Documentation

Every environment we manage is documented: network diagrams, credentials (in a password manager you own), vendor contacts, procedures. You own the documentation. If you ever leave us, it goes with you.

6. Monthly reporting

Tickets opened and closed, SLAs hit and missed, patches deployed, backup health, security events. A real report with real numbers — not a PowerPoint full of green checkmarks.

Who this is a fit for — and who it isn't.

We're deliberate about who we take on as managed IT clients. Mismatch hurts both sides.

This is a fit if you...

Run a business with at least one full-time employee whose productivity depends on IT working
Value predictable monthly costs over hourly break/fix billing
Want a partner who'll tell you when you don't need something, not just upsell
Are comfortable with remote-first delivery for the vast majority of work
Need IT that scales as you grow without renegotiating the contract every quarter

This is probably not a fit if you...

Need someone physically on-site daily (we coordinate dispatch, but it's not our core model)
Want an extension of your team you can dictate priorities to in real-time (we work as a partner, not as staff aug)
Need classified-environment support (we're not cleared for that work)
Are evaluating MSPs solely on lowest sticker price (you'll find cheaper — and you'll get what you pay for)

The honest version: the best client relationships are ones where both sides went into it with eyes open. If you're not sure whether we're a fit, the 20-minute discovery call exists for exactly that purpose. We'll tell you honestly if we're not the right MSP — and often we'll know who is.

Common questions

Standard support is delivered during US business hours across all time zones. Premium engagement levels include 24/7 critical incident response. We define exact coverage hours in writing in your engagement letter — no ambiguity, no surprises.

Targets vary by severity. Critical incidents (production down, security event) target a first response in under 15 minutes during covered hours. Standard tickets target 1 business hour. All SLAs are written into your engagement and tracked monthly.

We meet you where you are. If you're running Microsoft 365, Google Workspace, QuickBooks, Sage, Salesforce, HubSpot, Slack, Teams, or any common business application — we support it. We bring our own monitoring and security tooling (NinjaOne, EDR, MFA, backup) because those need to be ours, but we don't force a rip-and-replace.

Hardware purchases (we'll spec and order on your behalf at cost), telephony service contracts, software licenses you own, and on-site dispatch when physically required (we coordinate vetted local technicians and pass through cost). Everything else — labor, monitoring, tooling, vCIO time at premium tiers — is included in the monthly engagement.

Yes. We've onboarded clients off incumbent MSPs many times. The typical pattern: 10-14 day overlap where we document, deploy our tools alongside the incumbent's, train your users, and execute a clean cutover. We don't burn bridges — that creates pain for you, not for them.

Let's talk for 20 minutes.

No sales pitch. No pressure. Just a real conversation about whether we're the right fit.

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