If you've been researching IT support options for your business, you've probably come across the term "managed IT services" dozens of times. But what does it actually mean? And more importantly, what should you be getting for your investment?
At Treo Solutions, we believe in transparency. After 30+ years in the industry, we've seen too many businesses frustrated because they didn't understand what they were paying for—or weren't getting what they thought they'd signed up for. Let's break it down in plain English.
What Are Managed IT Services, Really?
In simple terms, managed IT services means outsourcing the responsibility for maintaining and managing your technology to an external provider—like us. Instead of calling someone only when things break (the old "break-fix" model), you have a partner who proactively monitors, maintains, and improves your systems.
Think of it like the difference between:
- Break-fix: Calling a plumber only when your pipes burst
- Managed services: Having a plumbing service that regularly inspects your pipes, prevents problems, and fixes issues before they become emergencies
The second approach costs less in the long run and causes far fewer headaches.
What Should Be Included?
This is where things get confusing, because "managed IT services" isn't a standardized term. Different providers include different things. Here's what a comprehensive managed IT service should typically include:
1 Proactive Monitoring and Maintenance
What it means:
We're watching your systems 24/7, even when you're closed.
What you get:
- Software updates and patches applied automatically
- Server and network performance monitoring
- Alerts when something looks wrong—before it affects your business
- Disk space and resource management
- Security updates and antivirus management
Why it matters:
Most IT problems give warning signs before they become disasters. Proactive monitoring catches these early, preventing downtime, data loss, and emergency expenses.
2 Help Desk and User Support
What it means:
Your team has someone to call when they have questions or problems.
What you get:
- Phone, email, or chat support during business hours (or 24/7, depending on your plan)
- Help with password resets, software issues, printer problems, etc.
- Remote assistance to solve problems quickly
- Documentation of all issues and resolutions
Why it matters:
When an employee can't work, you're losing money. Fast, friendly support keeps your team productive.
3 Strategic IT Planning and Consulting
What it means:
We help you make smart decisions about technology investments.
What you get:
- Regular technology reviews and planning sessions
- Recommendations for upgrades or changes
- Budget planning for future IT needs
- Vendor management and negotiations
- Lifecycle management (knowing when to replace aging equipment)
Why it matters:
Technology should support your business goals, not hold you back. Strategic planning ensures you're investing in the right things at the right time.
4 Security and Backup Management
What it means:
We protect your business from threats and ensure you can recover from disasters.
What you get:
- Firewall management and network security
- Antivirus and anti-malware protection
- Regular data backups (and testing those backups)
- Email security and spam filtering
- Security awareness training for your team
- Incident response if something goes wrong
Why it matters:
A single ransomware attack or data loss event can cost tens of thousands of dollars—or put you out of business entirely.
5 Network and Infrastructure Management
What it means:
We keep the backbone of your technology running smoothly.
What you get:
- Network monitoring and optimization
- Server management and maintenance
- WiFi management and troubleshooting
- Hardware procurement and setup
- Cable management and documentation
Why it matters:
Your network is like the roads in a city—if the infrastructure is bad, everything else suffers.
What's Usually NOT Included (But Should Be Clear)
This is important: not everything IT-related is automatically included in managed services. Reputable providers will be upfront about what costs extra. Common items that might be separate:
- Major hardware purchases (servers, computers, switches)
- Software licenses (Microsoft 365, specialized industry software)
- Large projects (office moves, major infrastructure overhauls, custom software development)
- On-site visits (some plans include these, others charge per visit)
- Training (beyond basic support)
🚩 Red flag:
If a provider won't clearly explain what's included and what isn't, that's a warning sign. There should be no surprises.
Different Models: Understanding Your Options
Managed IT services typically come in a few different pricing models:
Per-User/Per-Device Pricing
You pay a monthly fee for each person or computer
All-You-Can-Eat/Flat Rate
You pay one monthly fee for "unlimited" support
Tiered Plans
Different service levels (Bronze, Silver, Gold, etc.)
Hybrid/Co-Managed
Combination of internal IT staff and external support
Questions to Ask Before Signing Up
Don't just take a provider's word for it. Here are the questions we think every business should ask:
About Service Delivery:
- What's your guaranteed response time?
- How do I reach you? Phone, email, chat, portal?
- What hours is support available?
- Will I have a dedicated contact or work with whoever's available?
- Do you have experience with my industry and systems? (Especially important for specialized platforms like IBM i, industry-specific software, etc.)
About What's Included:
- Can I see a complete list of what's covered?
- What would trigger additional charges?
- How do you handle after-hours emergencies?
- Are software updates and patches included?
- How often will you meet with me to review our technology?
About Security and Compliance:
- What security measures do you take?
- How do you handle backups and disaster recovery?
- Do you have experience with my industry's compliance requirements? (HIPAA, PCI, etc.)
- What happens if we're hit by ransomware or a security incident?
About the Business Relationship:
- What's the contract length, and what are the cancellation terms?
- How do you handle scope creep or project work?
- Can you provide references from similar businesses?
- Who owns the documentation and passwords if we part ways?
Red Flags to Watch For
Based on our 30+ years in the industry, here are warning signs that a provider might not be a good fit:
⚠️ Warning Signs
- Vague answers about what's included or how things work
- Pressure tactics to sign immediately
- No clear SLA (Service Level Agreement) or response time guarantees
- Jack-of-all-trades claims with no demonstrated specialization
- Reluctance to provide references or case studies
- Cookie-cutter solutions without taking time to understand your business
- No discussion of security or disaster recovery
- Extremely low prices (they either cut corners or will surprise you with add-ons)
What Makes Managed IT Services Worth It?
When done right, managed IT services should deliver:
1. Predictable Costs
- You know what you're paying each month
- Fewer emergency expenses
- Better budget planning
2. Less Downtime
- Problems prevented before they impact business
- Faster resolution when issues do occur
- Better overall system performance
3. Access to Expertise
- You get a whole team's knowledge for less than one full-time IT person
- Experience across many businesses and technologies
- Specialized expertise (like our IBM i/AS400 knowledge) that's hard to find
4. Peace of Mind
- Someone's watching your systems 24/7
- Your data is backed up and protected
- You have a plan if disaster strikes
5. Strategic Advantage
- Technology that supports your business goals
- Advice on making smart investments
- Ability to adopt new technologies confidently
The Treo Solutions Approach
At Treo Solutions, our managed IT services philosophy is simple: transparency, expertise, and partnership.
How We Work
We specialize in:
- Businesses running IBM i/AS400/iSeries systems
- Specialized industries (metals recycling, steel service centers, transportation, family entertainment, healthcare)
- Companies that use specific platforms like iCabbi, Enmark Eniteo, Maxident, and others
We believe in:
- Clear communication without jargon
- Proactive problem prevention
- Building long-term partnerships, not just transactional relationships
- Being honest about what you need (and what you don't)
We're upfront about:
- Exactly what's included in our service plans
- How we price our services
- Our response times and service standards
- When something will cost extra
Making the Right Choice
Choosing a managed IT services provider is a significant decision. Here's our advice:
- Start with your needs: What problems are you trying to solve? What keeps you up at night about technology?
- Look for specialization: Generic providers can't match the expertise of someone who knows your industry and systems inside and out.
- Value relationship over price: The cheapest option rarely delivers the best value. Look for a partner who will grow with you.
- Trust your gut: If something feels off during the sales process, it probably won't get better after you sign.
- Ask for specifics: Don't accept vague answers. A good provider should be able to clearly explain what they'll do for you.
Next Steps
If you're considering managed IT services—or evaluating your current provider—we're happy to help, even if you ultimately choose someone else.
We offer:
- Free technology assessments
- No-pressure consultations
- Honest feedback about your current setup
- Clear proposals with no hidden surprises
Our job is to help businesses use technology effectively, not to sell you things you don't need.
Questions About Your IT?
Whether you're running IBM i systems, specialized industry software, or just want reliable IT support, we'd love to talk. We've been doing this for over 30 years, and we've seen just about everything.