The boring half of IT
runs itself.
Managed IT, security and cloud for US companies of 10 people and up — a flat rate for the defined scope, and a twin that clears the repetitive work off the engineer’s desk.
Promises are cheap. These four are in the contract.
Every provider on your shortlist will tell you they answer quickly and price fairly. The question worth asking is which of them will sign it. These four go into your agreement, in the same document as the price.
A person answers
Call during business hours and you reach an engineer, not a menu, not a queue, not a promise to call back. Fifteen minutes is the target on anything critical, and emergencies are covered 24/7/365.
The number is the number
One flat monthly rate for the scope written into the agreement, with security and backup inside it. Projects — migrations, AI automation and workflows, a new office — are scoped and priced before work starts. Nothing outside the scope is ever billed without a quote first, and there is no annual escalator that appears at renewal.
Your environment stays yours
Licences in your tenant, data under your ownership, documentation you can take with you. If you ever leave, you get a clean handover, because a provider who makes leaving painful has stopped competing on quality.
We say what we do not know
If something is outside our depth, we say so and find the person whose depth it is. The alternative, learning on your outage, is how small providers lose clients they deserved to keep.
Four situations that bring people to us
The industry matters less than the moment you are in. These are the ones we get called into, and each one has a route through it that is routine for us and awkward for you.
Leaving another MSP
Getting credentials and documentation released, taking over the tooling, and finding what was quietly not being done.
A compliance bar that keeps moving
Controls that run, evidence that stays current, and an auditor answered with logs rather than assurances.
Multi-site and remote teams
Several offices, or one office and forty people who are never in it. Support that does not depend on being near a server closet.
Headcount moving in steps of ten
Starters get a working laptop and the right access on day one. Leavers are fully closed out the same day.
Everything IT, under one agreement
Most of our clients hire us to replace a patchwork: one person who left, one vendor for backup, one nephew who set up the firewall. We take the whole thing.
Fully Managed IT
We run day-to-day IT: monitoring, patching, users, hardware, vendors. You set the business priorities.
Co-Managed IT
Your IT lead keeps the wheel. We add capacity, night coverage and specialist skills, with a clear split of duties.
Cybersecurity
Managed endpoint and identity protection, email filtering, and a 24/7 SOC watching for what gets past it.
Cloud & Microsoft 365
Migrate, secure and run Microsoft 365, SharePoint and the servers you still have. We keep the licensing honest.
Backup & Recovery
Backups for servers, endpoints and Microsoft 365. We restore them in a test on a schedule, so you know they work.
Help Desk
Real people, named and reachable. Your team learns who they are; we learn how your business runs.
Standard tools you can look up yourself
Nothing proprietary that locks you in, and nothing you cannot ask another provider about.
AI does the repetitive half. An engineer owns the rest.
We do not sell AI. We use it to strip the repetitive work out of managed services, and we pass the result on as faster answers and a flatter bill.
- Automation triages and de-duplicates alerts before a human sees them
- Routine requests (access, resets, provisioning) resolve without a queue
- Documentation is written from the work itself, so it is never a year stale
- Every automated action is logged, reversible, and reviewed by an engineer
Two questions, and the figures move as you answer. Everything here is arithmetic on published benchmarks, shown at the bottom, applied to your headcount.
One email from a person, not a sequence. We do not add you to a list.
Benchmarks: 0.5–1.2 tickets per user per month · 20–40% of tier-one work resolvable without a person · ~40 minutes of your side’s time per ticket
Us, a typical MSP, and hiring someone
We are paid a flat monthly rate for the managed scope rather than by the hour, which means an outage costs us money instead of earning it. That single fact explains most of the first column. The third column is not a straw man — hiring is the right answer for plenty of companies, just usually not at your size.
| Dimension | Intwin Tech | A typical MSP | One in-house IT person |
|---|---|---|---|
| What you pay for | One flat rate per user for the agreed scope, security and backup inside it; projects quoted before they start | A flat rate, plus invoices that arrive after work you were never quoted for | Salary, payroll taxes, benefits, tools, training, and cover for the weeks they are away |
| Who answers at 4pm on a Friday | An engineer, on the number you already have | A queue first, then an engineer | Them, unless they are already on something else |
| Holiday, illness, a long meeting | A shared rota, and everyone on it has your documentation | A shared rota | The work waits |
| The day they resign | Nothing changes. The documentation is ours to maintain and yours to keep. | Nothing changes | The knowledge leaves with them, and replacing it takes months |
| Range of expertise | A bench: security, identity, cloud, networking | A bench | One person's ceiling, whatever it happens to be |
| Security tooling | In the base plan | Usually a separate line, sold as an upgrade | Bought separately, per seat, at list price |
| Cyber-insurance and SOC 2 questionnaires | We answer them with evidence | Varies. Worth asking before you sign. | Usually lands back on the owner |
| Hiring ten people in a quarter | Same process, more seats | Same process, more seats | Becomes the bottleneck |
| When this starts to make sense | From about ten people | From about ten people | The usual industry rule of thumb puts the break-even somewhere around 150–200 staff |
That last figure is the published rule of thumb rather than our own measurement, and it is the reason we do not chase companies above it. Below that line the arithmetic favours a provider; above it, it stops doing so.
Four steps, about thirty days
No rip-and-replace on day one. We learn the environment before we change it.
Assessment
We audit what you have: devices, licences, backups, security gaps, and the risks nobody has written down.
Plan and price
You get a fixed monthly number and a written list of what is fixed first, second and later.
Onboard
Monitoring, security and backup go on. We document as we go and meet your team properly.
Run and review
Day-to-day support plus a quarterly session on what broke, what it cost, and what to do next.
Questions we get on the first call
What does it cost?
Are we locked into a long contract?
We already have a provider. How does switching work?
Do you work with a company our size?
Is security genuinely included, or is it an upsell?
We have an IT person already. Are you replacing them?
Start with a free IT assessment
Thirty minutes on a call, then a written picture of what you are running, where you are exposed, which licences you are wasting, and what supporting it properly should cost per month.
- No obligation, and the document is yours to keep either way
- Useful even if you stay where you are, or take it to another provider
- About a week from the call to the written picture
Prefer to talk first? WhatsApp Nicolas, call (302) 830-3004 and an engineer answers, or pick a time directly.
Reaches an on-call engineer, any hour, any day.