The person who answers your ticket is a Montana based technician.
Remote support is included in your plan. No hourly billing, no after hours surcharge, no emergency rate. You should never weigh up whether a problem is worth a phone call.
Answered 8 to 5 on weekdays, with someone on call outside those hours and monitoring around the clock.
You're paying for support and still waiting for it.
A ticket queue you can't see into, a different person every time, and a quiet calculation before every call about whether the problem is big enough to bother them with.
The same people who respond to breaches answer your password reset.
That is not an efficiency we are apologising for. It is the point. When a user calls about a slow laptop, someone who has done forensic investigations is deciding whether that is a failing drive or something worth looking at twice — and that is not something you can train into a helpdesk script.
What happens between your call and it being fixed.
Six steps, and the fifth is the one other providers can't do in house.
What we commit to, in writing.
Commitments you can hold us to, written as behaviour rather than as a number we would have to caveat.
What support covers, and what it doesn't.
Priced per device. Everything in the list is in the monthly rate; the exclusions are quoted before we start, never after.
You already have an IT provider.
Here's how leaving actually works.
Cutover is usually about two weeks from signature, and we allow four to cover handoff and anything that comes up.
When we're not the right call.
Four cases, and we'll say so on the first call rather than after it.
Under five devices, with no cyber or compliance requirements
You need someone onsite every day
You're shopping on price alone
You want IT and security kept separate
“I have being using their services for over a year. Everything is down with excellence. Highly recommend this company.”
Frequently asked questions
Is remote support really included, or is there a catch?
Remote support is included in your plan, with no hourly billing, no after hours surcharge and no emergency rate. Any limits are written into the agreement, and we'll walk you through them before you sign.
How long are we locked in?
One year, the same term as our other managed services. The full terms are in the agreement, and we'll walk you through them before you sign.
What if we add or lose staff?
Billing follows device and user count monthly. No renegotiation.
Do you support Mac?
Yes. We support and monitor both Windows and macOS devices.
Can you handle our HIPAA requirements?
Yes — we run HIPAA Security Risk Assessments and compliance management for Montana practices, and we work with PCI DSS and SOX requirements too. See healthcare services →
Who has access to our systems?
Only Big Sky technicians working on your account. Access is logged, and you can request the log any time.
What happens if we leave you?
You keep your documentation, passwords and diagrams, and there's no exit fee. Handing over takes about as long as onboarding did. We'd rather lose a client cleanly than hold their network hostage.
Find out what your IT support should actually cost.
Tell us your device count and we'll price it. If you're under contract elsewhere, send it over and we'll tell you your real exit date first.