Managed IT
The strategic IT partner for architecture and engineering firms.
Fast IT support and reliable systems are the floor, not the product. We sell strategy with support attached: a firm that runs on secure, well-managed technology, with a strategist in the room for the decisions that move margin, capacity, and risk.
Bigger margins. Better tech. Smoother projects.
The Reframe
Strategy with support attached
Most providers sell support and occasionally talk strategy. We invert that. Support is table stakes, everyone sells it. What you pay a premium for is strategy that is actually delivered, not advice that ends at a slide.
Their work ends at the recommendation. Ours starts there.
Table stakes
Support
Responsive help desk and end-user support.
Table stakes
IT Management
Proactive monitoring, maintenance, patching, asset and vendor management.
Table stakes
Cybersecurity
Layered protection for your client data and design IP.
The differentiator
Strategic Technology
Roadmaps, budgets, board-level reporting, vendor and AI strategy, led by a Fractional CIO and kept on track by your Customer Success Manager. The reason a principal pays a premium, and the thing you are really buying.
Strategy First
We open with a plan, not a contract
We do not open with a support contract. We open with a paid, low-risk diagnostic that produces a plan you keep no matter what happens next: the Strategic Technology Assessment. A fixed-fee engagement over about 4 to 6 weeks, starting with a free 30-minute discovery call.
01
Current State Analysis
Your infrastructure, security posture, risks, and the quick wins we can act on right away.
02
Two-Year Strategic Roadmap
Broken down by business quarter, so technology decisions line up with where your firm is going.
03
Two-Year Technology Budget Forecast
Detailed enough that investments are planned in advance, not surprises that land mid-project.
04
Long-Term Recommendations
Where to go and in what order, prioritized so the foundation comes first and value compounds.
Yours to keep
The deliverables are your firm's to keep, even if you decide to walk away.
Credited if you proceed
If you move forward to Managed IT, the assessment fee is credited toward onboarding.
The Engagement
A proven path from chaos to clarity
01
Strategic Assessment
We earn the right to advise and produce the roadmap. A fixed-fee diagnostic, yours to keep no matter what you do next.
02
Onboarding (30-45 days to cutover)
We migrate, document, fix the long-standing issues, and introduce your team to the support process.
03
Ongoing Strategic Partnership
Quarterly strategy reviews that keep your technology aligned with where the firm is going.
Fractional CIO
Managed IT keeps you running. A Fractional CIO decides where you are running to.
Every plan includes a Fractional CIO in the quarterly strategy review, plus a set allowance of consulting hours between reviews. Fractional CIO Services go further: a genuine fractional executive with a standing seat at your leadership table, working alongside our Managed IT, another provider's, or your own internal team.
Strategic Advisor
Quarterly, plus on-call
A living technology roadmap tied to business goals, an annual budget reviewed quarterly, vendor and licensing strategy, technology risk oversight, and a leadership sounding board.
Strategic Partner
Monthly, active
Everything above, plus a standing seat in leadership or board meetings, governance of major projects and migrations, deeper budget ownership, vendor selection and contract negotiation, and security and compliance leadership.
Embedded CIO
Weekly, embedded
Everything above, plus firm-wide accountability as your CIO, full ownership of strategy and execution, technology diligence for acquisitions, and AI adoption leadership with a Fractional Chief AI Officer.
What's Included
Everything, framed by why it matters
One team accountable for your whole environment, from the help desk to the boardroom. Every service in the agreement, organized into three outcomes rather than a flat feature list.
Group 1
Reduce risk and improve security
- Antivirus and endpoint protection
- Backup management, with tested restores
- Disaster recovery and continuity planning
- Identity management and access control
- Patch management, tested before deploy
- Vulnerability management and quarterly risk reporting
Group 2
Promote productivity and performance
- Help desk, level one through three
- Server and workstation management
- Network, connectivity, DNS, and VPN
- Business software management
- Cloud services and Microsoft 365
- Email availability and filtering
Group 3
Guide IT strategy and business alignment
- IT procurement and sourcing guidance
- IT policy management
- Vendor management: tell us the outcome, we source, price, and run it
- IT asset discovery and lifecycle tracking
- Training and security awareness
- Compliance advisory and Virtual CIO
Deeper detail on each area: IT Support, Cybersecurity, Infrastructure, Backup and Disaster Recovery, Asset and Vendor Management.
Included In Your Plan
The stack, bundled and managed
Your per-seat plan includes the tools that keep a firm secure and running, licensed, deployed, and managed for you, so you are not buying and stitching them together yourself.
Your Microsoft license
Bring your own, or we provision it
Keep your existing Microsoft 365 license, or let us set it up as a Microsoft partner. Most firms run Microsoft 365 Business Premium or E3.
Included with every seat
Backup and recovery licensing
For your servers and Microsoft 365, so your data and email are always recoverable, tested, and yours.
Monitoring and remote support
Remote monitoring and management on every device, with a secure remote-access agent so we can help fast, often before you notice.
Your client portal
Your tickets, devices, roadmap, budget, quarterly reviews, quotes, invoices, and sign-offs in one place, built from the same data we run your service on. An AI assistant for your own IT data is coming.
See the client portalRound-the-clock threat monitoring
Continuous threat detection and response across your devices and your Microsoft 365 accounts, watched by a real security team.
Optional add-ons
Layered on when they fit your firm: Keeper password management, among other optional modules. Security awareness training with simulated phishing is included in every plan.
How Support Works
A consistent team, not a ticket queue
You work with a small, consistent team who get to know your systems, your people, and your priorities, plus a named Customer Success Manager who keeps your account on track. Not a different tech every time.
Same faces, same context, with low turnover, so knowledge builds instead of resetting. We resolve remotely wherever possible, often silently, and come on-site when physical work is needed or when it is simply faster.
Phone
A live human, 60-second target. Not voicemail, not a callback queue. (604) 335-5574.
Email and tickets
A substantive first response within 60 minutes during business hours.
Microsoft Teams
Message the team directly for quick issues.
Self-service requests
Routine requests, such as a new starter or an access change, run as self-service automations from the client portal, so nobody waits on a ticket.
On-site
For hardware, office moves, and infrastructure work, or when on-site is simply faster.
24/7 critical support
Because project deadlines do not wait for office hours.
Three people own your success
Your Fractional CIO leads strategy in your boardroom: the roadmap, the budget, and the technology decisions that give your firm an advantage. Your Customer Success Manager organizes every quarterly strategy review and keeps the plan on track between them. Your Service Manager keeps the day to day running. None of them carries a sales quota, so the people you deal with win when your firm wins.
Our 60/60/60 commitment
Not fine print, our identity. It is how we have structured everything, from staffing to our technology stack. The 60-second phone and 60-minute email marks are the standard we strive for and hit in 90 percent of situations; the contractual guarantees are the service levels below. Onboarding in 60 days is the exception: that one is a hard guarantee that never changes, though most firms reach cutover in 30 to 45 days.
60 sec
A real person on the phone who knows your firm
60 min
A substantive first response on email and tickets
60 days
Fully onboarded, start to finish
Service levels, guaranteed
Under the headline commitments sits the defined service level structure we contractually stand behind, tiered by severity. These are the guarantees.
See the full service-level table +
| Severity | Response | Resolution | What it means |
|---|---|---|---|
| Sev 1, Critical | 30 minutes | 24 hours | Complete outage, or more than half of users affected. |
| Sev 2, High | 1 hour | 48 hours | Major impact: a department, or 25 to 50 percent of users. |
| Sev 3, Medium | 4 business hrs | 2 business days | Partial impact, under 25 percent of users. |
| Sev 4, Low | 8 business hrs | 5 business days | An individual or cosmetic issue. |
The clock runs like a stopwatch in our ticketing system: it pauses while we wait on you or a third-party vendor, and outside covered hours. The SLA phases in during onboarding and takes full effect at support cutover. Coverage is tiered by time of day: all priorities during business hours (Mon to Fri, 7am to 7pm, your local time), critical and high issues after hours and on weekends, and critical issues on observed holidays.
The operating rhythm
Quarterly IT Strategy Review
Four times a year, your Fractional CIO leads a review on a 90-day horizon: last quarter by the numbers, roadmap progress, budget and forecast, security and risk as business risk, what is changing in the firm, and priorities for next quarter, each owned by name. You walk away with an updated roadmap, a current budget forecast, and an agreed priority list.
See the quarterly reviewAlready have internal IT?
Co-Managed IT
For firms with an internal person or team, we layer in alongside them, never over them. Your internal lead keeps ownership of the relationship. We add shared help desk and overflow, 24/7 monitoring, a senior escalation path, project capacity, our enterprise toolset, and Fractional CIO support. Backup, not a takeover.
Explore Co-Managed ITProof
Measured in real numbers
$63,000
A year saved after we took a firm from uninsurable to insured.
$280,000
$100,000 on cloud and $180,000 on a server refresh, avoided.
$1,700
A year in security capability a firm was paying for but had never switched on.
3
Global administrator accounts with no clear owner, found and fixed.
In Their Words
What clients say about the partnership
I did not know managed IT could be this good. Where IT was a recurring burden, it is now the cherry on top.
Jonathan | General Manager
Resolved has been an outstanding partner. What truly sets them apart is their commitment to going above and beyond to make sure our needs are met and issues are resolved efficiently. Reid's leadership and expertise have made a meaningful impact on our firm.
Shezmin Jiwa | Principal
Kirsten Reite Architecture
Their commitment to response times is unheard of in the industry, and they are a true partner invested in our overall success.
Eric | Chief Operating Officer
Pricing
Pricing, plainly
Managed IT starts at $165 per user, per month (with a $2,000 monthly minimum), and every plan includes a quarterly strategy review with a Fractional CIO. Here is how the tiers work, so you know what you are getting before we ever talk.
Foundation
from $165 / user / month
$2,000 / month minimum
Responsive support, security, backups, and governed data, plus a quarterly strategy review with a Fractional CIO who builds your roadmap and budget. The dependable base every firm starts on.
Ongoing Fractional CIO
Scoped to your firm
For firms that need more than the quarterly review and the included consulting hours: a genuine fractional executive working with your leadership between quarters. Priced to the level of involvement.
Co-Managed
Scoped to your split
We work alongside your in-house IT person or team, and price to how you divide the work.
What moves the number: your headcount, number of sites, compliance requirements, and CAD or BIM workstations. Every plan includes a set allowance of consulting hours; larger work is scoped and quoted as a project, and we tell you which option we would choose. A discovery call turns the anchor into a real quote for your firm.
AI & Automation
Managed IT is the foundation. AI is what you build on it.
Once the foundation is solid and secure, most firms put AI to work next. We were AI-native in our own operation before we pointed AI at any client data, and we run on a platform we built ourselves. When you are ready, a Fractional CIO engagement can add a Fractional Chief AI Officer to lead direction, governance, and adoption.
Explore Managed AIFAQ
Managed IT questions
What does Managed IT cost? +
Managed IT starts at $165 per user per month for the Foundation tier, with a $2,000 per month minimum. That covers support, security, backups, governed data, a quarterly strategy review with a Fractional CIO who builds your roadmap and budget, and a set allowance of consulting hours. The exact number depends on your headcount, number of sites, compliance needs, and workstations. Larger work is quoted as a project; Fractional CIO Services and Co-Managed IT are scoped on a call.
Can you work alongside our existing IT person? +
Yes. Co-Managed IT is built for firms with an in-house IT person or team. We agree on who owns what, then carry the load you want off your plate, from security and backups to projects and after-hours coverage.
How do we get started? +
It begins with a free 30-minute discovery call. If it is a fit, a Strategic Technology Assessment maps your technology to your goals and gives you a two-year roadmap and budget you keep. If you proceed to Managed IT, the assessment fee is credited toward onboarding.
How fast will someone respond when we call or email? +
A live person answers the phone with a 60-second target, not voicemail or a callback queue, and email and tickets get a substantive first response within 60 minutes during business hours.
Do we have to buy our own security and backup software? +
No. Your per-seat plan bundles the tools that keep a firm secure and running, licensed, deployed, and managed for you: backup and recovery for your servers and Microsoft 365, monitoring and remote support on every device, and round-the-clock threat monitoring watched by a real security team.
What happens to our Microsoft 365 licensing? +
As your technology partner we also become your Microsoft provider and bring your Microsoft 365 licensing under our management, so it is one bill and one point of support, always on the right plan. Most firms run Microsoft 365 Business Premium or E3.
Is AI included in Managed IT? +
No. Managed IT is the foundation: support, security, backups, and the quarterly strategy review. AI is a separate engagement with its own agreement, Managed AI, and most firms start it with a free pilot on one real project. Keeping the two apart is standard practice, and it keeps your IT agreement simple.
Where do you provide support, and during what hours? +
We support firms across North America, with live support from 7am to 7pm in your local time zone, wherever you are on the continent.
Is there a minimum term? +
Our Managed IT partnerships run on a one-year term, since we are built for long-term partnership. If you need something shorter or to bridge a gap, we are open to discussing it, though the pricing will not be as favourable.
Do you come on-site, or is everything remote? +
We resolve remotely wherever possible, often before you notice, and come on-site for hardware, office moves, and infrastructure work. Your quarterly reviews can be in person if you prefer, and on-site visits are available whenever they help.
Trusted by firms like yours
Next Step
Start with a plan you keep
It begins with a free 30-minute discovery call. We learn where your firm is, then a Strategic Technology Assessment maps your technology to your business goals: a two-year roadmap and budget, yours to keep. If you proceed to Managed IT, the assessment fee is credited toward onboarding.
Wondering what strategic IT actually looks like? See a real technology roadmap and budget
- Engagement
- About 4 to 6 weeks
- Starts with
- A free 30-minute discovery call
- You keep
- A two-year roadmap and budget
- If you proceed
- Credited toward onboarding