Frequently Asked Questions
Common questions about Eversource IT Services and how managed IT works for small and mid-sized businesses.
About Managed IT
What is a managed IT service provider (MSP)?
An MSP takes proactive responsibility for your IT environment — monitoring systems 24/7, managing security, handling helpdesk requests, keeping software updated, and maintaining your infrastructure. Instead of waiting for things to break and paying by the hour, you get consistent IT coverage at a predictable flat monthly rate.
How is managed IT different from hiring an in-house IT person?
An in-house hire gives you one person with one skill set, one availability window, and full salary and benefits overhead. With Eversource, you get an entire team of specialists — network engineers, security analysts, helpdesk technicians, and cloud architects — for a fraction of the cost of a single FTE. You also get 24/7 coverage, not just business hours.
What size businesses do you typically serve?
We primarily work with businesses in the 5–150 user range based in the Dallas-Fort Worth area. Our plans are designed to be accessible for small businesses while delivering the quality of service larger companies expect.
Do you offer emergency or after-hours support?
Yes. Our Business Pro and Enterprise plans include 24/7 helpdesk coverage. Essential Care includes business hours support with after-hours emergency escalation for critical outages. We can customize coverage levels for your specific business needs.
Getting Started
What does onboarding look like?
Onboarding typically takes 2–3 weeks. We start with a full infrastructure audit, document your environment, deploy our monitoring agents, onboard your users, and complete a security baseline review. We handle the heavy lifting and minimize disruption to your team throughout the process.
Can you take over from our existing IT provider or in-house IT staff?
Absolutely — this is one of the most common transition scenarios we handle. We coordinate the handoff directly, ensure documentation is complete, and guarantee zero coverage gap during the transition. We’ve done this dozens of times and have a structured process for it.
How quickly do you respond to support requests?
Business Pro and Enterprise clients get a response within 1 hour for critical issues and 4 hours for standard requests. Essential Care clients get same-day response for most issues. All response time commitments are spelled out in your service agreement.
Pricing & Contracts
Are your contracts month-to-month or annual?
We offer both. Month-to-month plans give you flexibility with 30 days notice to cancel. Annual agreements come with a discounted rate. Either way, there are no cancellation penalties beyond the notice period.
What happens if I need to add users mid-month?
Adding users is straightforward — we prorate the additional coverage through your next billing cycle. Just notify us when a new user needs to be onboarded and we’ll handle the rest.
Is the free IT Health Checklist really free?
Yes, completely. The checklist is a genuine resource we provide to help businesses self-assess their IT posture — no strings attached. If you’d like a more comprehensive assessment of your actual environment, we offer a free on-site or remote infrastructure review as well.
Still Have Questions?
Our team is happy to answer anything. Reach out and we’ll get back to you within one business day.
Contact Eversource IT