Questions we get asked all the time

No. Our managed support model is built around a flat monthly fee. Standard support issues — troubleshooting, software problems, user account issues, connectivity problems — are all included. This is intentional: per-ticket billing creates an incentive to respond slowly and fix problems incompletely. We don't operate that way.

We offer flexible contract terms. Most clients start with a 12-month agreement, which gives us enough time to fully onboard, assess, and stabilize your environment. Month-to-month arrangements are available in some cases. We don't believe in locking clients in — we believe in earning your business every month through good work.

The monthly fee covers all ongoing managed support: helpdesk, monitoring, patching, security stack management, Microsoft 365 or Google Workspace administration, backup monitoring, and quarterly vCIO reviews (on Professional and Sentinel tiers). What's typically not included: hardware purchases, major one-time projects or migrations (scoped separately at fixed fee), third-party software licensing costs, and specialized compliance consulting outside normal scope. All of this is clearly defined before any agreement is signed.

24/7 endpoint monitoring via NinjaRMM, automated OS and application patching, remote and onsite helpdesk support, user onboarding and offboarding, software management, asset inventory, vendor coordination, and proactive issue detection before your team notices something is wrong. On top of that: endpoint security, email security, MFA management, backup monitoring, and monthly health reports. It's the full operational layer your business needs without building an internal IT department.

Our standard SLA is 1–4 hours for most issues. For critical system failures — server down, ransomware, complete connectivity loss — our target is 15 minutes. After-hours emergency response is included for managed clients on Professional and Sentinel tiers. When you call, a real engineer who knows your environment picks up — not a dispatcher reading from a ticket system.

Both. Most day-to-day support is handled remotely — which is faster and more efficient for the majority of issues. When something requires physical presence — hardware replacement, network infrastructure work, office moves, or complex troubleshooting — we come onsite. We have offices in White Plains, NY and Westport, CT, and provide onsite support throughout Westchester, Fairfield County, and the New York City metro area.

Yes. We fully support hybrid Mac and PC environments. For Apple devices we use Addigy with Apple Business Manager for MDM, and for Windows endpoints we use NinjaRMM. We've managed mixed environments for clients ranging from creative studios to nonprofits to financial services firms. Huntress provides cross-platform endpoint security coverage on both.

Our security stack is purpose-built for SMB and mid-market environments: Huntress MDR (24/7 SOC-monitored endpoint detection and response), Huntress ITDR (Microsoft 365 identity threat detection), Huntress SIEM (log monitoring and correlated alerting), IRONSCALES (AI-driven email security and anti-phishing), ThreatLocker (application allowlisting and ringfencing), Cloudflare Zero Trust (network access control), Cisco Duo (MFA), Fortinet (firewall), and Microsoft Defender for Business (endpoint baseline). Every layer is actively monitored — not just deployed and forgotten.

Yes. We have direct experience with full ransomware recovery — including a case where we rebuilt an accounting firm's entire Active Directory, restored all data, and had them fully operational within one week after a complete environment encryption. We identify the attack vector, confirm no data exfiltration, restore from backup, rebuild where necessary, deploy proper endpoint and identity protection, and onboard the organization to a managed security program. See our client stories for the full case study.

Yes. We help clients prepare for cyber insurance renewals by implementing the controls carriers require (MFA, EDR, immutable backup, tested recovery procedures, email security, security awareness training) and producing the evidence documentation needed to complete applications. Many of our managed clients see better coverage and lower premiums after we implement a proper security program.

Yes — and it's a core part of what we do. We provide full NYDFS 23 NYCRR Part 500 program management: gap assessment, security policy development, technical control implementation, evidence collection, vendor risk management, and support for the February 15 annual certification filing. We also draft the CISO Annual Report that must be submitted with the certification. This service is included in our Sentinel tier and available as a standalone engagement.

Yes. We conduct Security Risk Analyses aligned to the HIPAA Security Rule, implement required technical safeguards, manage Business Associate Agreements, and help healthcare organizations prepare for OCR audits. We've rebuilt the infrastructure of multi-location healthcare organizations from scratch, including deploying full HIPAA-aligned security controls across all sites. See our healthcare case study on the client stories page.

Connecticut's Data Privacy Act (CTDPA) applies to businesses that control or process personal data of 100,000 or more Connecticut consumers per year, or 25,000+ consumers if more than 25% of revenue comes from selling personal data. The threshold drops to 35,000 consumers in July 2026. We help CT businesses assess applicability, conduct required Data Protection Assessments, design consumer rights workflows, and build a compliant data processing program.

Onboarding typically takes 2–4 weeks depending on environment size and complexity. We start with a full environment assessment — documenting your infrastructure, identifying risks, and understanding your team's workflow. We then deploy our monitoring, security, and management tools, establish your documentation in Hudu, configure alerting, and transition your helpdesk to our system. You get a written onboarding report at the end of the process. Most clients see their first real improvements — fewer recurring issues, better visibility — within 60–90 days.

Yes — this is called co-managed IT, and it's a common arrangement. Your internal IT person handles day-to-day user requests and local presence, while we provide the security stack, monitoring, compliance program, strategic guidance, and after-hours coverage they can't provide alone. We work with internal IT staff regularly and the relationship is collaborative, not competitive.

Our sweet spot is organizations with 15–150 users. Our minimum engagement is $3,000/month, which reflects that threshold. We work best with businesses that want proactive, security-focused support and long-term accountability — not the lowest-cost reactive IT option. We work across industries including financial services, legal, healthcare, real estate, nonprofit, and professional services.

We serve businesses across Connecticut (Stamford, Greenwich, Westport, Norwalk, Darien, New Canaan, and Fairfield County broadly) and New York (White Plains, Westchester County, and New York City including Manhattan, Brooklyn, Queens, and the Bronx). Our offices are in White Plains, NY and Westport, CT. Remote support is available to clients outside these areas.