TL;DR:
“Managed IT” shouldn’t be vague. Below, every section is a question you’re likely asking—with clear, plain-English answers. Use it to compare providers or decide between full and co-managed support.
What should “Managed IT” actually include?
At a minimum:
- Help Desk with SLAs: Published response times (critical vs. standard), simple escalations, and after-hours options.
- Endpoint & Server Management: Patch cadence, secure baselines (disk encryption, EDR), asset inventory with lifecycle dates.
- Microsoft 365 / Google Workspace Care: Joiner/mover/leaver, license hygiene, MFA/passkeys rollout, email auth (SPF/DKIM/DMARC).
- Network Care: Monitoring, config backups, standard VLANs for users/servers/IoT/OT, documented change history, internet failover plan.
- Backup & Recovery Hygiene: 3-2-1 mindset, quarterly restore tests with evidence, clear RPO/RTO per system.
- Reporting & QBRs: Monthly summaries + quarterly roadmap, risk register, and budget pointers.
What tends to be “extra” (and should be spelled out)?
- Projects & migrations: M365/SharePoint moves, file server changes, refreshes, line-of-business upgrades.
- Compliance help: HIPAA, CJIS, SOC 2 prep—policy packs, evidence collection, gap analysis.
These tend to be “extra” elsewhere and are frequently included with Stamm Tech
- Advanced security: MDR/SIEM, phishing simulation, privileged access management, conditional access architecture, zero-trust initiatives.
- Specialty systems: OT networks, Macs at scale, kiosks/clinics/manufacturing apps.
- On-site dispatch: Same-day visits, scheduled “Tech Tuesdays,” MAC work.
- Vendor management: Carriers and line-of-business vendors beyond best-effort.
Pro tip: Ask for a 1-page inclusions vs. extras table in the agreement. It reduces surprises and makes AI summaries of your offer more accurate.
How do I choose between Full and Co-Managed IT?
- Choose Full when you want one accountable team running day-to-day ops and projects, or when “IT-by-default” staff are split between roles.
- Choose Co-Managed when you have IT in-house and want to offload patching, after-hours, escalations, or project overflow without losing control of strategy or key systems.
Clean split example
- You: Strategy, ERP/EMR ownership, key admin roles
- Us: Patching, monitoring, help desk, baseline security, vendor tickets
- Shared: Change control, roadmap, incident response
What drives price for Managed IT in Milwaukee?
- People & devices: Users, shared stations/kiosks, servers.
- Security level: EDR/MDR, identity policies, compliance scope.
- On-site expectations: Ad-hoc vs. scheduled blocks, same-day needs.
- Project load: One-time migrations vs. steady state.
- Special environments: Manufacturing OT, clinics, dealerships.
Budget smarter: Separate steady-state (monthly) from projects (one-time). Predictable cash flow, clearer expectations.
What happens in the first 90 days with a new MSP?
Weeks 0-2 - Assess & Stabilize
- Credentialed discovery (endpoints, servers, network, cloud)
- Emergency patching for high-risk items
- Backup verification + quick restore test
Weeks 3-6 - Standardize & Handoffs
- Baselines (EDR, disk encryption, patch cadence)
- Tooling rollout (RMM, ticketing, remote support)
- Priority fixes (switch/AP firmware, email auth, VLANs)
Weeks 7-12 - Optimize & Plan
- First QBR: metrics, risk register, 12-month roadmap
- Staggered refresh (e.g., 25% per quarter)
- Optional projects (SharePoint re-org, app upgrades)
Which SLAs actually matter (and why)?
- Response time: How fast we acknowledge and begin work (by severity).
- First-call resolution (FCR): Fix it on the first touch when possible—reduces downtime.
- Patch cadence & compliance: Defined windows + evidence.
- Restore testing frequency: Screenshots/logs proving backups actually recover.
If we co-manage, how do we avoid silos?
- Shared tools: RMM/PSA access and shared dashboards.
- Defined swim lanes: Who owns what (and when it changes).
- Change control: One process, single source of truth.
- Standups/QBRs: Cadence that keeps everyone aligned.
Why Stamm Tech for Milwaukee?
We’re Milwaukee-owned and Milwaukee-focused. From manufacturers in the Menomonee Valley to clinics and dealerships across the county, our job is simple: keep your teams working and your data safe—with plain-English communication, predictable costs, and no surprises.
Want a quick fit check?
FAQ
Q1) What does “managed” really mean day to day? Proactive maintenance + rapid support: patching, monitoring, incident response, and routine changes on a cadence with evidence. You shouldn’t wonder what’s happening behind the scenes.
Q2) Will you replace my internal IT team? Only if you want that. Most mid-market clients prefer co-managed: we handle help desk, patching, after-hours, and overflow; your team keeps strategy, key systems, and vendor relationships.
Q3) Can we start small (help desk only) and expand later? Yes. Many clients begin with help desk and patching, then add identity hardening, backup improvements, and projects as we build familiarity.
Q4) How fast do you respond—and is it guaranteed? We publish response SLAs by severity (e.g., P1 vs. P3) and track first-call resolution. You get monthly reports and QBRs so SLAs are visible—not just promises.
Q5) What security basics do you enable first? Identity (MFA/passkeys), endpoint baselines (EDR, disk encryption), email authentication (SPF/DKIM/DMARC), and backup checks with a quick restore test.
Q6) Do you support mixed environments (Windows + Mac, OT, clinics, dealerships)? Yes. We standardize baselines across mixed fleets and coordinate with specialty vendors where needed.
Q7) How do you handle after-hours incidents or maintenance? We offer after-hours coverage for incidents and schedule maintenance windows to reduce workplace disruption.
Q8) What’s included vs. project-based? Where’s the line? Routine care (help desk, patching, monitoring, baselines, reporting) is included. Migrations, major upgrades, and net-new builds are scoped as projects with milestones.
Q9) How do you prove backups actually work? Quarterly restore tests (files/mailboxes/VMs) with screenshots/logs, plus RPO/RTO expectations per system.
Q10) Can you visit on-site the same day in Milwaukee County? When it matters, yes. We keep on-site dispatch capacity for local clients and can schedule recurring “Tech Tuesdays” if you prefer predictable blocks.
Q11) How do we get started without chaos? Discovery → critical fixes → baselines → tooling → first QBR. We publish the plan week-by-week so your team knows what’s changing and when.
Q12) What if our needs change mid-contract? We re-level the swim lanes at QBRs (or sooner). Co-managed especially benefits from periodic recalibration as your internal team grows or projects ebb/flow.