We already pay an IT company. Why would we add you?
Because the network layer needs an engineer whose whole job is the network. You keep them for users and devices; we take the network layer underneath and work with them directly. You get a specialist on the part of your IT that everything else depends on, without replacing anyone.
What happens to our network during a PG&E shutoff or a heat wave?
We plan for both. We advise on battery backup (UPS) runtime so equipment shuts down cleanly rather than crashing, device temperatures are monitored where the hardware reports them, so an overheating closet is flagged before hardware fails, and where a second ISP exists we configure failover so a site on backup power stays reachable. When the power returns, we verify every device came back and the configs are intact.
Our gear is Cisco and Aruba, not Fortinet. Is that a problem?
No. Fortinet is our default for new equipment, but we manage Cisco, Meraki, Aruba, Arista and SonicWall networks as they stand. The assessment report tells you which of it is fine, which is end of life, and what replacing any of it would cost, so you decide on a schedule rather than being pushed into a rip-and-replace.
Who answers when the internet goes down at 2 a.m.?
Every plan includes automated monitoring and alerting, so the outage is logged and we see it. Human response is business hours, at the service level in your agreement. Outside business hours, emergency work is available at the after-hours emergency rate when an authorized contact requests it and we accept, subject to engineer availability. Whoever responds is a senior engineer, not a call center.
How long are we locked in?
Monthly plans run on a written 12, 24 or 36-month agreement. You can give notice in the first 90 days and leave 30 days later with no early-termination fee. The Network Risk Assessment that comes first is a one-time fee with no obligation to continue, and you keep the report either way.
Do you replace our IT company, or work next to them?
Next to them. Help desk, workstations, printers, Microsoft 365, phones and servers are excluded from our scope and stay with whoever handles them now. We take the firewall, switching, Wi-Fi and circuits, and with your authorization, we coordinate with your IT provider directly rather than through you. If nobody currently owns the network, we fill that seat, including the calls to your hardware vendors once you authorize us with them. ISP escalation is included on Secure and up. On Essential it costs extra, $225/hr during business hours (30-minute minimum, then 15-minute increments), and starts only when you authorize it in writing. Either way we do not administer servers, endpoints or user accounts.
What do you need from us before monitoring can start?
Four things: admin credentials for each firewall, switch and access point in scope; your ISP account details and escalation contacts; any existing diagrams, even rough ones; and the names of the people who can approve changes, request emergency work and receive invoices. Once we have those, the monitoring appliance goes in, devices are discovered and config snapshots start. You also keep your internet service, vendor support contracts and firewall security licensing active during the agreement; incidents caused by end-of-life, unsupported or unlicensed equipment fall outside response targets and are billed as hourly work.