Two-step sign-in: the one setting that stops most email break-ins
A stolen password is not enough when the sign-in also needs a phone. Here is how to roll it out without a…
Fernway IT, managed IT support in Springfield (sample)
IT support for offices of 5 to 150 people
Call us and a person answers. Every ticket is sorted by how many people it stops and how badly, and that sets how fast an engineer is on it.
Who it affects, and how badly
Work has stopped
Work is slowed
It can wait
The whole office
Everyone, or the main site
P1
15 min
Work has stopped
Internet or the server down for everyone
On call 24/7
P2
1 hour
Work is slowed
Email slow or failing for the whole office
P3
4 hours
It can wait
New Wi-Fi for the meeting room
A team or a site
One department, branch or shared system
P2
1 hour
Work has stopped
Accounts cannot open the finance system
P3
4 hours
Work is slowed
The shared printer keeps jamming
P4
Next day
It can wait
Three laptops for new starters
One person
A single user or device
P3
4 hours
Work has stopped
A laptop will not start
P4
Next day
Work is slowed
Outlook keeps asking for the password
P4
Next day
It can wait
Software needed next week
How we sort every ticket. Response times on the Managed plan (sample). Darker cells are answered sooner.
What we look after
One company for the help desk, the laptops, the network and the security settings, so nothing falls between two suppliers.
Managed IT support
Help desk by phone and email, remote fixes, on-site visits and a named engineer who knows your office.
Device management
Laptops and phones set up the same way, updated every week, locked or wiped if one is lost.
Cyber security
Two-step sign-in, email filtering, backups that are tested and staff who know a phishing email when they see one.
Cloud and Microsoft 365
Email, files and Teams moved off the old server and set up so the right people see the right folders.
Networks and Wi-Fi
Cabling, switches, firewalls and Wi-Fi that reaches the back office, with guest access kept apart.
Office moves and new starters
Desks, screens, phones and accounts ready on day one, whether it is one new hire or a whole floor.
How a ticket runs
The same five steps for a forgotten password and a server that will not start. You get a ticket number and you always know who has it.
1
Logged
Call, email or use the portal. You get a ticket number straight away.
2
Sorted
An engineer checks who it affects and how badly, and sets the priority.
3
An engineer responds
Within the response time for that priority, by phone or remote session.
4
Fixed
Remotely if we can, on site if we must. Bigger work gets a quote first.
5
Closed with a note
You get a short note of what was wrong and what we changed.
Support plans
One price per person per month, whatever the number of tickets. Pick the cover you need; you can move up or down with a month’s notice.
Per user, per month
Help desk
$39 per user
Managed
$79 per user
Managed plus
$109 per user
Phone, email and remote help
Mon–Fri 08:00–18:00
Mon–Fri 08:00–18:00
Mon–Fri 08:00–18:00
P1 line out of hours
Not included
24/7
24/7
On-site visits
$95 an hour
Included
Included
Updates and antivirus on every device
Included
Included
Included
Microsoft 365 backup
Not included
Included
Included
Security monitoring and phishing tests
Not included
Not included
Included
IT review with a written plan
Once a year
Twice a year
Every quarter
Example prices. Minimum five users; servers and network devices are priced on the IT review.
The security basics we set up for every client
Most break-ins at small firms start with a stolen password or a fake invoice email. These settings stop most of them, and they come with every plan.
- Two-step sign-in on every email account
- Email filtering for fake invoices and links
- Updates installed every week on every laptop
- Backups checked by restoring a file each month
- A lost laptop locked or wiped the same day
Switching from another provider
Most new clients come to us from another IT company. We take over in the first 30 days without a gap in support.
Week 1
Passwords and admin access handed over
Weeks 2 and 3
Every device and account listed
Week 4
Written report and a plan for the year
Engineers on our staff, not a call centre
The person who answers the support line works here, knows your office and can fix most things on the call.
Engineers on staff
9 (sample)
Offices we look after
64 (sample)
Calls answered by a person
Every call
In Springfield since
2011 (sample)
Guides from the help desk
How we sort your tickets, and why the printer waits
Impact and urgency decide the priority. A short guide to what P1 to P4 mean for you.
Is your backup really a backup? A monthly test you can ask for
A backup you have never restored from is a hope, not a plan.
Questions office managers ask us
Do we have to sign a long contract?
No. Plans run month to month with 30 days’ notice (sample). The first month includes the switch-over work.
What if we already have someone doing IT?
We can work alongside them: they keep the day-to-day jobs and call us for the help desk, security and projects.
Do you look after Macs as well as Windows?
Yes, and phones and tablets. Every device is set up and updated the same way, whatever it runs.
What counts as out of hours?
Anything outside Monday to Friday 08:00–18:00. On the Managed plans the P1 line is answered 24/7; other tickets wait for the morning.
Is the IT review really free?
Yes. An hour with an engineer and a written list afterwards. You do not have to sign up for anything.