Before ordering services or accessing your account via our payment portal, please read and understand the following service agreement (statement of mutual understanding). By placing your order or using any of our services, you confirm that you have agreed to these terms.
IT management for small and large companies is similarly complex. Smaller businesses use the same hardware and software, and they face the same risks. Yet, they often lack the resources to hire the dedicated staff needed for the task.
How can they bridge this gap? How many man-hours are needed, and what skills are required? How can the job be done professionally and affordably? This is the conundrum that has given rise to the MSP industry. Our Concierge CIO model combines the efficiency offered by an MSP with the level of service and expertise offered by a dedicated in-house team.
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The concierge CIO model:
We are embedded in your team and regularly work on site. We resolve problems as they arise. Most questions are answered in person*. We are a proactive member of your team aligned with your business interests. We are not a Microsoft VAR. We are a force multiplier to help you grow your business.
Each one of our partners devotes his time to a single or a handful of organizations and he serves a capped number of users. He addresses both service issues and technical issues. His experience and knowledge are unparalleled.
Unless specified or ordered "a la carte" (see details below), our managed services are all-inclusive, as would the service of an internal IT practitioner or team. A notable exception is the implementation of advanced features that requires the intervention of a specialist. As a matter of principle, and as would be the case for an internal team or an MSP, what we can control is included in our plans, but what we cannot is not. Your cooperation is essential for us to keep your IT environment safe and our services affordable.
Our Concierge CIO services are paid on a retainer fee, which provides access to a dedicated team of experienced IT professionals. When you order our services “a la carte”, we act as fractional CIOs and are compensated on an hourly basis, typically ranging between $150 and $250 per hour.
Our Concierge CIO services are pre-ordered via subscriptions through this site. Our hourly fees are pre-ordered as charges. Volume discounts apply. Recurring payments, invoicing, and notifications are handled automatically. Less overhead means full dedication and more value to you. Our Subscription Management Platform and Payment Services Provider are SOC 1 type II and SOC 2 type II compliant. They are both PCI-DSS Level 1 Service Providers. No payment or Personally Identifiable Information is stored in the servers hosting this site.
You may sign up for month-to-month plans, or for a year dependent upon your needs (e.g.: categories of users), and service availability. No long term contract. No complication. You pay only for what you need. After the initial term ends, it will automatically renew for the same length of time and keep renewing indefinitely unless it is terminated earlier.
The cost of our services is both proportional to the number of users and/or devices, and to the wealth of features offered within our plans. You typically subscribe for a number of users that can change over-time (irrespective of who the users are). If you do not intend to use a feature in any of our AYCE plans (say on-site support, or MFP administration...), ask if a discount code exists that could reduce your setup or monthly fees.
All members of your firm are on the same single or multi-cloud productivity suites. If one of your departments or team uses Google Workspace and another Microsoft 365, select our multi-cloud plan. No mix and match. It is not technically possible.
Some features in our plans can only be implemented if you subscribe to another plan. E.g.: On-premises Data Backup & Recovery can only be offered if you maintain servers on-premises and subscribe to our Hyperconverged Cluster (HCI) plan. Such features are marked with an asterisk.
Our service covers 1.20 physical computers per subscriber. This means that for every 20 users, 4 computers can be setup and maintained as hot spares or as secondary workstations. The cost of managing the additional computers is included in our AYCE plan pricing (i.e.: the cost of software installation, updates and patching, malware protection, RMM, EDR, MDR, etc.). Apply discount code ONEPCONLY if you do not want to use this "high availability" feature and would rather subscribe to our Standalone Security Bundle plan for each additional PC maintained.
Our streamlined processes and technologies significantly reduce the need to ship computers. Specifically: (1) Windows Autopilot allows us to preconfigure new PCs before they leave the manufacturer, ensuring they’re ready for productive use upon arrival at the end-user’s location. (2) Next-day on-site repairs by vendors minimize the back-and-forth shipping of faulty devices. (3) Our ‘always-on’ Azure Virtual Desktops provide an alternative to physical hardware and can serve as a failover solution while hardware is being prepared, repaired, or replaced. However, when shipping remains necessary, the associated costs are borne by the client.
Most services come with a setup charge to accurately reflect the cost incurred to set up personal computers, servers, phones, firewalls, switches, etc...
Most services have a minimum volume requirement as well as volume discounts. There is no minimum when you add users to an existing subscription via our payment portal. Note: if you do not use our payment portal for subsequent orders and instead create a new subscription, a minimum will be applied, and the volume discounts calculation will not take into account your prior order(s).
Monthly and yearly payment plans for the same service are distinct subscriptions, each managed independently. They are subject to separate setup fees and minima. This also holds true for subscriptions paid in different currencies. When converting subscriptions from monthly to yearly, or from one of our three cloud plans to another, setup fees do not apply.
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Our shared responsibility: prevention and cost containment
Over 90% of what can go wrong in IT is preventable. We eliminate crises through best practices, risk avoidance, and education. The sustainability of the concierge IT model is predicated on the adoption of safe IT practices and the enforcement of sound security policies:
The use of our service is contingent on your having business grade SSD-equipped computers and servers that are under warranty and covered by accidental damage protection. Laptops, desktops and servers should be covered for a period of three to five years. If they still run at peak performance at the end of the period, contracts should be extended to avoid a lapse in support protection. Any work involving uncovered hardware is billed at our standard consulting hourly rate. Personal computer hardware and software, third-party-owned equipment, home Networking/Wi-Fi, and cell network issues are not covered.
Your software programs should have valid licenses and subscriptions and be supported or be receiving security updates.
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Managed Services vs Project Services
Unless specified, when a service is listed in our catalog, it is sold separately and therefore not included in one of our three AYCE plans (M365, Google Workspace, M365+GW). A few "standalone" managed services like our Security Bundle are exceptions to the rule. Security is included in our three Cloud productivity suite plans.
When a project is out of scope because of its scale or nature, we will lead its implementation as would an internal IT Manager, Director, or CIO (as-is / to-be analysis, risk evaluation, interdependency issues resolution, progress tracking, interfacing between teams, etc.) If we do not have the resources to implement the project ourselves, we will help you find a solution or partner and negotiate on your behalf. If we can provide said project services, a discount code can be applied to our consulting hourly rate to account for the fact that the management overheads tied to the project are already covered by our retainer fee (any of our three cloud plans). Simply apply the discount code INNET when placing your order.
Managed services are services requiring ongoing work and attention, e.g.: managing your cloud environment, productivity suite(s), cyber security, or servers, while assisting the users of these systems. The setup costs involved in building such systems are partially covered by a setup fee. Managed services are billed monthly with a monthly or annual commitment.
Project services are services that require comparatively less, if any, ongoing attention once the systems involved are in place: e.g., an integrated cabling system or an informational website. The ongoing monitoring and repair of such systems is included in any of our core AYCE managed service plans if we setup or built these systems. If you do not subscribe to such a plan, these services are billed at our standard consulting rate. Most project services are billed on an hourly basis.
Project services can be covered in our AYCE plans or fall out of their scope. As a rule of thumb, features are included while new systems may or may not be. E.g: Setting up Teams VoIP service would be included because Teams Voice is a Teams addon in Microsoft 365. Setting up Microsoft Dynamics ERP would not be included because it is enterprise software the implementation of which can involve a considerable amount of consulting hours and/or external expertise. The same consideration would apply to the installation of a standalone VoIP system (PBX + phones), an integrated cabling system, or the design of a new site or software application.
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