How quickly does your team respond to critical service requests?

Our response times are governed by strict contractual SLAs based on your chosen service tier and issue severity:

• Advanced MSP Plan: 15-Minute Guaranteed Priority Response for critical incidents.
• Essential Care Plan: 1-Hour Critical Incident Response SLA.
• Enterprise+ Plan: Dedicated systems architect hotline with sub-10-minute escalation.
• Standard Support: Handled continuously during helpdesk hours (Mon–Fri 8:00 AM – 6:00 PM CT).

Do you provide on-site technical support when hardware breaks?

Yes. While over 95% of routine requests are resolved rapidly via our secure remote management platform, we maintain active dispatch capabilities across Greater Houston, Katy, Sugar Land, and The Woodlands for firewall swaps, switch replacements, cable runs, and new employee workstation setups.

Do you manage our internet providers and software vendors?

Yes. We act as your single point of technical accountability. When Comcast, AT&T, Spectrum, or your industry ERP software experiences disruptions, our engineers liaise directly with their Tier 2/3 vendor support teams so your executive team never waits on hold.

How does Dual-ISP failover work without dropping VoIP calls?

We install an enterprise gateway firewall (Fortinet FortiGate, pfSense Netgate, or Cisco Meraki) connected to two physically distinct internet lines (e.g., Primary Fiber + Secondary 5G/Coaxial). The firewall performs continuous health pings. If carrier A loses packet consistency, outbound traffic instantly transitions to carrier B in sub-second intervals, preserving live state connections.

Do we have to purchase new firewall hardware from Texas IT?

Not necessarily. If your facility already owns a supported enterprise firewall (such as FortiGate, Meraki, SonicWall TZ/NSa, or pfSense), our engineers will audit the configuration and implement multi-WAN policies directly on your existing gear. If your equipment is obsolete or consumer-grade, we provide turn-key hardware leasing or procurement.

How do you protect company backups against modern ransomware?

Modern ransomware specifically targets local backup drives and NAS shares first. We enforce the 3-2-1 backup rule utilizing immutable, air-gapped cloud repositories with Write-Once-Read-Many (WORM) storage. Once a snapshot is generated, it cannot be modified, encrypted, or deleted by any administrative account for the locked retention window.

What is Cisco Umbrella and why is DNS protection necessary?

Cisco Umbrella operates as the first line of cyber defense at the DNS resolution layer. Before an employee’s computer or server connects to any website or host, Umbrella queries Cisco Talos threat intelligence. Known phishing pages, malware drop domains, and botnet command channels are blocked before malicious payload code can execute.

Are we locked into a multi-year contract?

No. Unlike legacy IT providers who require 3-year restrictive lock-in agreements, our Managed IT and Advanced MSP plans operate on transparent month-to-month or annual agreements. We believe in earning your business through reliable uptime, prompt responsiveness, and engineering excellence every single month.

How long does onboarding take when transitioning from our current IT?

Standard onboarding takes between 7 to 14 business days. We begin with a non-intrusive network discovery scan, document credentials and network topology securely, deploy our lightweight monitoring and antivirus agents, and coordinate smoothly with your departing vendor to ensure zero interruption to daily workflows.