03 / how we work
The whole engagement model, published
Most MSP sites get vague exactly where it matters: what's included, what it costs to engage, and what happens when something breaks at 2am. Here are those answers, in writing.
3.a / onboarding
Two weeks from signature to steady state
-
week 1
Audit & document
We inventory everything: every computer, server, account, backup, and the mystery box in the closet nobody will unplug. You get the document whether or not you proceed — it is yours.
-
week 2
Stabilize
Backups verified with a real restore. Monitoring deployed. Shared passwords eliminated. The worst single point of failure gets a fix plan with a date on it.
-
week 3+
Steady state
The monthly engagement begins: your team calls us for anything, we maintain and improve everything. You see what we did in a monthly plain-language report, not a portal full of closed tickets.
3.b / scope
What the monthly fee covers
| Item | Status | Detail |
|---|---|---|
| Unlimited help desk for covered users | Included | Calls, email, portal — and on-site visits when hands are needed |
| Monitoring & on-call response | Included | 24/7 alerting; a NetFX engineer responds, not an answering service |
| Updates & maintenance windows | Included | Published schedule, done outside your working hours |
| Backups & scheduled restore tests | Included | Restore-test reports filed where you can read them |
| Incidents on systems we manage | Included | If it breaks on our watch, fixing it is not billable |
| Recurring-problem engineering | Included | Anything that happens three times gets its root cause removed |
| New-hire setup & departures | Included | Day-one ready; same-day access shutoff when someone leaves |
| Quarterly review & roadmap | Included | In writing, in plain language, with costs attached |
| New projects (migrations, system rollouts, new automations) | Quoted | Fixed scope and price agreed before work starts |
| Hardware & software licenses | At cost | Passed through with the invoice visible — no markup games |
3.c / response
What 'responsive' means in numbers
A person replies within 15 minutes during business hours, 7am–6pm Pacific. If a system your business depends on goes down, an engineer is actively working it within 15 minutes, day or night. And because the critical systems we manage are built to recover themselves, most 2am problems are over before they become anyone's emergency.
- help desk first reply ≤ 15 min, business hours
- most tickets resolved same day
- systems down, 24/7 engineer engaged ≤ 15 min
- who answers a NetFX employee in Irvine
3.d / objections
The questions you should ask any MSP
Is there a contract lock-in?
Engagements are month-to-month after the first 90 days. We earn the renewal with the monthly report, not with a termination clause. Leaving requires 30 days notice, and offboarding is a documented procedure we start the day you ask.
What exactly is included versus billable?
The table on this page is the real answer, and it goes into the contract verbatim. The short version: running and fixing what we manage is included; building new things is quoted as a fixed-scope project first.
What are your actual response times?
A person replies within 15 minutes during business hours, 7am–6pm Pacific. If a system your business depends on goes down, an engineer is actively working the problem within 15 minutes, around the clock — and the critical systems we build usually recover themselves before anyone has to call.
What happens at 2am when something breaks?
Our monitoring pages the on-call engineer — one of us, not a call center. For the critical systems we manage, recovery has usually already happened automatically; the engineer verifies, finds the root cause, and you read about it in the morning instead of living it overnight.
Do you outsource or subcontract the work?
No. NetFX is seven people in Irvine — three help desk specialists, two systems administrators, and two software engineers — and they are the only people with access to your systems. When we grow, it is by hiring, not by routing your calls offshore.
What happens if we decide to leave?
You keep everything: documentation, passwords, account ownership, and exportable backups. We hand over to your new provider on a call, and access is transferred — not held hostage. A provider that makes leaving painful is telling you how it plans to keep you.
How does pricing work?
A flat monthly fee scoped to your organization — how many people, locations, and systems we cover — agreed in writing. It changes when the scope changes, in either direction. When we automate away recurring work, the scope document is updated; that is the deal.
next step
Find out what your IT actually looks like under the hood.
A 20-minute call. We look at your backups, your security basics, and your biggest single point of failure, and tell you plainly what we see — whether or not you hire us.
or direct: [email protected]