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Carolina Technology Pros

IT Support and Managed Services

IT Support and Managed Services

Ongoing monthly program

Accountable monthly support with defined scope and limits.

Carolina Technology Pros is developing a direct managed IT support program for contracted users, devices, locations, and systems. The program begins with a paid current-state assessment and a separately scoped onboarding or remediation project before support response targets activate.

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A bounded direct-support model

Know what is covered, how time is used, and when separate scope is required.

The launch model keeps the support agreement, supported inventory, entitlement, response targets, and provider responsibilities explicit.

CTP accountable for launch support

Carolina Technology Pros owns the contracted base support program and selected modules within verified scope and capacity.

Assessment and onboarding first

A paid assessment and accepted fixed-fee onboarding or remediation project establish a supportable starting condition.

Named client responsibilities

The client maintains authorized contacts, access, approvals, current inventory, timely information, and participation during critical issues.

Specialists remain explicit

Licensing, equipment, carriers, specialist incident response, licensed trades, and unsupported systems remain separately owned or scoped.

When support needs structure

Recurring support works only when the operating boundaries are visible.

The program is intended for organizations ready to document the supported environment and operate through agreed ticket, emergency, approval, and reporting processes.

  • Users need a consistent path for in-scope incidents and routine requests.
  • The organization lacks a current supported inventory and clear ownership map.
  • Monthly support demand needs a controlled entitlement and overage path.
  • Vendor coordination, documentation, and recurring support responsibilities are unclear.
  • Projects and major changes are being mixed into routine support.

Managed IT Support Program

Ongoing monthly support for the contracted users, devices, locations, and systems after assessment, onboarding, and readiness acceptance.

  • Remote incidents and routine service requests
  • Pooled monthly hours in 15-minute increments
  • Ticketing, documentation, and agreed vendor coordination

Optional operating modules

Add only the operational responsibilities and quantities identified in the client support schedule.

  • Microsoft 365 administration and support
  • Endpoint, security, network, and backup operations
  • Onsite support and strategic technology governance

Business-impact priority model

Initial response is based on verified impact during covered business hours.

  • Severity A: 1 covered business hour
  • Severity B: 4 covered business hours
  • Severity C: 1 covered business day

Separately scoped work

Keep projects and higher-risk dependencies out of the routine support pool unless an agreement expressly adds them.

  • Migrations, deployments, and major changes
  • Formal training, after-hours work, and travel
  • Licensing, equipment, and specialist incident response
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Before response targets activate

Establish a supportable operating state.

Each step produces evidence required for the next commercial commitment.

  1. 1

    Assess the current state

    Complete a paid review of users, devices, locations, systems, providers, documentation, risks, and support demand.

  2. 2

    Scope onboarding or remediation

    Define a separate fixed-fee project for access, inventory, documentation, tooling, baseline remediation, and transition work.

  3. 3

    Accept operating readiness

    Confirm supported inventory, contacts, channels, reporting, entitlement, modules, overage approval, and emergency cap.

  4. 4

    Activate monthly support

    Begin the contracted coverage and initial-response schedule only after written readiness acceptance.

Commercial structure

A monthly base program with agreement-specific entitlement and modules.

The agreement defines the pooled monthly hours, supported inventory, module quantities, overage rate, and emergency cap. Standard dollar prices are not published in this launch phase.

Support time is measured in 15-minute increments. Unused entitlement expires monthly without rollover. Noncritical work pauses at the pool limit until overage is approved. Severity A stabilization may continue only to the emergency cap stated in the agreement.

Common models

  • Monthly base support program
  • Optional Microsoft 365, endpoint and security, network, backup and continuity, onsite, and governance modules
  • Approved usage or overage beyond the included pool
  • Separately scoped fixed-fee onboarding, remediation, and projects

Normalize the scope

  • Contracted users, devices, locations, systems, and support hours
  • Selected modules and operational quantities
  • Current-state condition and onboarding requirements
  • Onsite, vendor, equipment, licensing, travel, and specialist dependencies

Assessment first

Start with evidence, then establish operating readiness.

The infrastructure assessment helps define the supported environment. Other focused assessments can address security, continuity, Microsoft 365, applications, and information before the recurring program begins.

Recommended first step

IT Infrastructure and Network Assessment

Document the current environment, material gaps, responsibilities, and remediation needs before recurring support is activated.

  • Supported-inventory baseline
  • Access, documentation, and ownership gaps
  • Onboarding and remediation work packages
  • Support readiness recommendation
Explore the infrastructure assessment

Go deeper

Related guidance for this decision.

Use these practical resources to prepare questions, compare options, and decide what evidence should come next.

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Support terms in plain language

Response targets are not resolution promises.

The support schedule explains priority, coverage, clocks, entitlement, approvals, and exclusions before service begins.

What does the base program cover?

In-scope remote break-fix incidents, routine access and setup requests, brief how-to assistance, ticket intake, support documentation, and agreed vendor coordination for the contracted environment.

When is support covered?

The launch baseline is Monday through Friday, 9:00 AM to 5:00 PM America/New_York, excluding the published Carolina Technology Pros holiday calendar. Requests outside coverage begin timing at the next coverage window.

What does initial response mean?

A qualified person has reviewed the request, confirmed or adjusted priority, and communicated the next action. It is not a restoration or resolution commitment.

How are critical issues handled?

Severity A is reserved for critical business impact with immediate material impact and no reasonable workaround. It requires the designated emergency channel plus a ticket and continuous client participation.

What happens when the monthly pool is used?

Noncritical work pauses until overage is approved or the next entitlement period begins. Emergency stabilization is limited by the agreement emergency cap.

What clients can expect

Direct support with explicit commercial boundaries.

The launch program does not promise resolution times, service credits, after-hours service, or 24x7 coverage. Agreement-specific fields control the entitlement, supported inventory, modules, overage, and emergency cap.

CTP accountable within contracted scope
Paid assessment and fixed-fee onboarding first
Monthly pooled entitlement with no rollover
Severity A, B, and C initial-response model

A practical next step

Define the supported environment, entitlement, and responsibilities before support begins.

Discuss managed IT support