Frequently Asked Questions

Managed IT services is a comprehensive approach where an external provider (like Techvera) takes responsibility for maintaining, monitoring, and supporting your IT infrastructure. This includes help desk support, network management, security, backups, and strategic IT planning - all for a predictable monthly fee.

Break-fix is reactive - you call when something breaks and pay per incident. Managed IT is proactive - we monitor your systems 24/7, prevent issues before they occur, and provide unlimited support. This results in less downtime, better security, and predictable costs.

We typically work with small to mid-sized businesses ranging from 10 to 500 employees. Our sweet spot is companies with 25-200 employees who need enterprise-level IT but don't want the cost of a full internal IT department.

Our average response time is under 30 minutes, with a 97% first-call resolution rate. Critical issues are addressed immediately, and we offer 24/7/365 support for emergencies.

Absolutely. We specialize in supporting distributed workforces with secure remote access, cloud-based collaboration tools, endpoint management regardless of location, and zero-trust security architectures.

Onboarding typically takes 2-4 weeks and includes a full IT assessment, documentation of your environment, deployment of our monitoring and security tools, user training, and a transition plan. We handle everything to ensure minimal disruption.

Our security stack includes endpoint detection and response (EDR), managed detection and response (MDR), email security, multi-factor authentication, security awareness training, vulnerability management, and 24/7 security monitoring through our Security Operations Center.

We use a multi-layered approach: advanced endpoint protection that detects ransomware behavior, email filtering to block phishing attempts, regular security training for employees, network segmentation, and robust backup systems with air-gapped copies that can't be encrypted by attackers.

Yes, we provide ongoing security awareness training including simulated phishing campaigns, interactive training modules, and regular security updates. Studies show that trained employees are 70% less likely to fall for phishing attacks.

We have a documented incident response process. Our team immediately contains the threat, investigates the scope, remediates the issue, and helps with recovery. We also assist with any required notifications and provide a post-incident report with recommendations.

We continuously scan your environment for vulnerabilities, prioritize them based on risk, and deploy patches promptly. Critical security patches are typically applied within 24-48 hours, and we provide regular vulnerability reports.

We support HIPAA for healthcare, SOC 2 for service organizations, PCI-DSS for payment processing, CMMC for defense contractors, and various state privacy laws like CCPA. We can help you achieve and maintain compliance with these frameworks.

Yes, we provide comprehensive audit preparation including gap assessments, policy development, technical control implementation, evidence collection, and audit support. Many of our clients pass their audits on the first attempt.

Yes, we sign BAAs with all healthcare clients as required by HIPAA. We understand the importance of protecting PHI and have the technical and administrative safeguards in place to meet HIPAA requirements.

Compliance isn't a one-time event. We provide continuous monitoring, regular risk assessments, policy reviews, employee training, and documentation management to ensure you stay compliant between audits.

We typically price per user per month, which includes all support, monitoring, and security services. This provides predictable costs and scales with your business. Contact us for a custom quote based on your specific needs.

We offer flexible contract terms. While we recommend annual agreements for the best pricing and to allow time for strategic initiatives, we also offer month-to-month options. We're confident in our service quality and don't rely on contracts to keep clients.

Our managed services include unlimited help desk support, 24/7 monitoring, security tools (EDR, email security, etc.), patch management, backup monitoring, vendor management, and strategic IT planning. Hardware and major projects are typically separate.

No hidden fees. We're transparent about what's included and what's not. Projects outside the scope of managed services (like office moves, new system implementations, or hardware purchases) are quoted separately and approved before work begins.

Yes, we're certified in both ecosystems. As an Apple Authorized Reseller and Microsoft Partner, we can support mixed environments and help you choose the right tools for your team.

Absolutely. We've helped hundreds of businesses migrate to Microsoft 365, Google Workspace, AWS, and Azure. We handle the planning, migration, and training to ensure a smooth transition.

We use enterprise-grade tools including NinjaOne for endpoint management, Todyl for security, and industry-leading backup solutions. All tools are included in your monthly fee - no additional licensing costs.

Yes, we work with your existing business applications and can help optimize your technology stack. We have experience with most common business software and can recommend integrations to improve efficiency.