Frequently Asked Questions

With over 20 years of experience, ITonDemand is a leader among Managed Service Providers.

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Where is your organization located (physically)? Do you operate in markets where you don’t have a physical presence?

ITonDemand maintains national presence with physical offices in Florida, Washington, DC, Michigan, and Washington State. In addition ITonDemand operates nationally with remote technicians and employees throughout the country

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What are your support hours/hours of operation?

We offer 24x7x365 coverage for emergency and critical system support. Normal business hours are between 7 am and 7 pm Eastern. Help desk services beyond normal business hours are provided by plan request. Custom SLAs are also available.

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Please provide an overview of your on-going technology support services.

ITonDemand provides complete secure managed IT services. These services are offered in three offerings Basic Core Support, Complete Managed, and Co-Managed.

Basic Core Support provides basic monitoring, patch management, and emergency service for firms interested in an
on-call, hourly support solution. While the basic, minimal proactive needs are addressed there is security knowing a
firm is on call to solve issues as they arise.

The more popular solution by far, and recommended, is our Complete Managed Solution. This offers our partners
with outsourcing their complete IT management and security to our experts at a flat, monthly rate. This includes all
expected, comprehensive coverage needed for our partners to operate including help desk, disaster recovery, continuity of business, patch management, anti-virus, threat detection, compliance, data and network security, Office 365, VOIP, and much more.

Lastly, some partners desire a hybrid approach with ItonDemand providing solutions for specific areas of IT. We
provide Co-Managed solution to partner with established  internal IT resources that would like to leverage
specific expertise.

In addition to these three core engagement models, ITonDemand provides custom solutions such as Private Clouds
through our three managed data centers, Virtual CIO business alignment and strategy, and integrated digital
transformation services through our eResources Digital services division.

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Please provide an overview of your technology deployment services (e.g. new site build out)

ITonDemand implements a thorough 8 stage deployment model for IT services, such as a new site build-out.

OUR STAGE-BY-STAGE PROCESS

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What are your support channels and intake process for each (e.g. call, portal, email, chat)?

We pride ourselves in high-touch, rapid communication customer service.

You can contact ITonDemand through calling our Help Desk line, email, through our portal, or through clicking on our
agency icon on your Windows tray. In addition, every partner has an eager and highly responsive account manager you
can rely on access through a direct line.

Below is a Help Desk cheat sheet we provide to all our partners:

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What are your SLAs for initial response to an incident vs resolution? Are there specific SLAs for sending someone on-site to a location, if necessary?

We have a comprehensive SLA response matrix listed below. However, we can customize some parts of the SLA per
your business needs. And yes, if an issue cannot be resolved remotely with an on-site technician, we will be
forthcoming.

The following outlines are Master Services Agreement SLA deliverables and expectations: 

 

Support Service Schedule of Service

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Support Model Example

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What do you use for your ticketing platform? Are you willing to work from or integrate with ours? If so, does that involve additional cost?

We have a full-fledged ticketing platform from ConnectWise that we can extend to our partners for internal use as
well. However, we can integrate and create a communication process that uses our partner firm’s tools as well.
There are no costs except any third-party licensing that may occur in using our partner’s systems.

The key objective is creating clear, rapid communication to resolve any issues our partners will encounter.

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Are we assigned a dedicated account manager or account team? If so, please describe their role.

Yes, you are assigned a dedicated account manager. This account manager is both an advocate for your needs in our organization and a champion to resolve critical and timely issues with the ITonDemand team.

Your account manager monitors all your tickets, regularly engages with their partner PoC, and provides a quarterly business review to tackle long-term planning and projects. Your account manager provides you with direct access to their cell phone, email, or text to provide you the maximum customer service possible.

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Is there an initial setup cost?

We do not include any set-up costs in our plans. We start billing our monthly agreed-upon rate upon acceptance and begin our discovery and setup at that point. Support begins as soon as our review is complete and any remediation projects are accepted and implemented.

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What is the on-going cost for deployment and/or support services?

We provide our support plans after initial sales discovery is completed and a support model is requested. The model for our support plan is user-based with additional cost for some ancillary services, third-party tools, and server and datacenter management. Once the scope is established a proposal will be submitted for review.

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Are you able to provide referrals?

Absolutely. We have many reviews and referrals that have become videos on our website. Furthermore, many of our partners are happy to discuss our services and solutions and their experience partnering with us.

Here are what our partners are saying about us. Contact information and phone numbers available upon request.
Additionally more references available as requested:

N Street Village: No Headaches with ITonDemand

Washington, DC

Learn More >

United Way Marion County: Strategic Together

Ocala, FL

Learn More >

Andgar: IT Just Works

Washington State

Learn More >

Ocala & Marion County CEP: Great Partnership

Ocala, FL

Learn More >

Lynden School District: Preparing Education for Tomorrow

Lynden, WA

Learn More >