Package Inclusions

Do all of our employees get to call the helpdesk directly?

Yes, all of your employees will have an omnichannel approach to engaging with our support. You will be able to call, email, or open a ticket through our support portal. Please reference our contact page for additional information.

Is this helpdesk “all you can eat?”

If you are subscribed to a managed services package your business and staff can engage with the service desk as often as they need. They will simply need to follow our process to create an account with our support portal and all engagement activities will be conducted through the tickets. There is no restriction or limit with your engagement to the service desk or your support engagements.

Which security applications are we getting for each computer?

We deploy a full scope of Information Security mechanisms such as malware protection, endpoint detection & response, intrusion prevention, vulnerability assessments, host-based firewall, network protection, URL filtering, and application whitelisting. All of the security features are customizable and adjusted to your needs. A baseline policy deployment is implemented aligning to security best practices.

Do we get user security training?

If you are subscribed to a package then security training is included and can be tailored to your business. Information Security training is also available through customized solutions on an hourly basis.

We can discuss key areas you are wanting to have included curated for you or we can deliver on a general security presentation covering common end-user content to raise information security awareness. Please submit a request via the support portal to establish the agenda and date of delivery.

Can we get a breakdown of all the applications and services we get with this package?

Absolutely, in fact, the service catalog that is provided during the quoting phase (step 2 of our easy three-step process) provides granular and specific information on all services in a detailed way. It outlines what is included, exclusions, pricing, hours of operation, and much more. Think of it as your instruction manual to utilizing our services.

Pricing

What are your pricing models?

We have two pricing models. One model is a package approach that is priced based on the number of users and devices that are required to be under Bit9 IT management. The packages include our full managed services offerings which can be viewed on the services page. A detailed breakout can be viewed in the Bit9 IT service catalog.

The second model is custom support priced based on rate multiplied by hours. A requirements gathering session coupled with establishing full scope in a statement of work will drive the number of hours per effort. Clear acceptance criteria will be defined with a firm definition of complete so the value delivered and total hours of labor align and your expectations for the support are met.

Can I just work with support on an hourly basis?

Yes, we do have an ala cart type of pricing model and support offering, however, we highly recommend a package subscription as it is cost-optimized and provides the greatest value in terms of our ability to deliver a heightened experience to you. Simply put, you get more for your dollar because we include all of our managed services so you can have access to the full scope of capabilities versus very specific deliverables on a per hour basis.

Business Maturity

Do you use Multi-Factor Authentication (MFA) on ALL of your tools that support our business?

Yes, for all tools that Bit9 IT administrators are utilizing, complex passwords and 2-factor authentication are enforced for all of our support tools.

Do you have a change management process for all clients and your systems? 

Yes, Bit9 IT aligns to ITIL v3 and has a change management process for all production level modifications including a change advisory board approval workflow facilitated through the support portal so all changes are tracked, approved, and detailed.

How often do your technicians have to get certifications in the technology that I use in my business?

Every year Bit9 IT staff are required to maintain their existing industry certifications. Most often this process is driven through continual educational credits, new certifications in the respective domain, or internal training.

Tell me about the history of your firm. Were you always a technology services provider?

Bit9 IT was derived from decades of experience and formed from a deep level of Enterprise IT delivery in some of the largest tech companies in the world. Our organization’s mission was built on the foundation of being a technology/managed service provider bringing the full suite of IT offerings in a prescriptive and targeted way directly to you.

Do you outsource any of your core services that support my business?

We do not outsource any of our activities. Every task and interaction is facilitated and delivered by Bit9 IT team members.

Services

Can you ala cart the services that you offer?

Yes, during the initial touchpoint where requirements are being gathered we can discuss if leveraging the ala cart approach to selecting the service offerings will best fit your needs.