The SE & Sales Leaders Reference Guide to Managed IT Services

The SE & Sales Leaders Reference Guide to Managed IT Services 
Your Reference Guide to Everything We Offer
Purpose: Help you confidently discuss any tool or service in our portfolio
How to Use: Your comprehensive resource to confidently discuss any aspect of our managed IT services portfolio
Quick Navigation
Core Infrastructure Tools
Microsoft Stack
Security Tools
Backup & Recovery
Network & Infrastructure
Managed Services
Service Tiers
Special Variants
Core Infrastructure Tools
These are the foundational tools that make managed services possible. Think of them as the "behind-the-scenes" systems that keep everything running.
ConnectWise - PSA and RMM Platform
What It Is
Our central nervous system—combines Professional Services Automation (PSA) for ticketing/billing and Remote Monitoring and Management (RMM) for device management.
What It Does
Tracks all support tickets from helpdesk
Monitors all client devices 24/7
Manages patches and updates remotely
Automates routine maintenance tasks
Bills clients accurately for services
Business Value for Clients
"This is how we provide 24/7 monitoring and fast support response. When something goes wrong, we often know about it before you do."
When to Mention
Client asks: "How do you monitor our systems?"
Client asks: "How fast can you respond to issues?"
Explaining proactive vs. reactive support
Sales Talk Track: "ConnectWise is our central management platform. It's how we monitor your systems around the clock and ensure our helpdesk responds quickly to every issue. Think of it as mission control for your IT."
Auvik - Network Monitoring
What It Is
Advanced network monitoring that creates visual maps of network infrastructure and tracks performance in real-time.
What It Does
Automatically discovers all network devices, creates visual network topology maps, monitors bandwidth usage and performance, alerts on network issues before they impact users, and tracks network device inventory and configurations.
Business Value
"We can see exactly how your network is performing and catch problems before they cause downtime. No more guessing why the internet is slow."
When to Mention
Client has network performance complaints
Client has multiple locations
Client mentions slow internet or connectivity issues
Discussing network infrastructure management
Sales Talk Track: "Auvik gives us complete visibility into your network. We can see every switch, router, and access point, monitor their health, and fix problems before your team even notices. It's like having X-ray vision for your network."
Example Scenario
CLIENT: "Our internet seems slow sometimes but we don't know why."
YOU: "That's exactly what Auvik solves. It monitors your network in real-time, shows us exactly where bottlenecks are, and alerts us to problems before they impact your team. We can see if it's your internet connection, internal network, or specific devices causing issues."
ITGlue - Documentation System
What It Is
Centralized IT documentation platform that stores all information about a client's technology environment.
What It Does
Documents all passwords and credentials securely
Stores network diagrams and configurations
Tracks software licenses and warranties
Records vendor information and contracts
Maintains procedural documentation
Provides quick reference for support team
Business Value
"All your IT information is documented and secure. If something happens, we have everything we need to fix it quickly. No more lost passwords or missing documentation."
When to Mention
Client asks: "What if your technician leaves?"
Client mentions lost documentation or passwords
Discussing knowledge transfer or continuity
Client has had issues with previous IT provider
Sales Talk Track: "ITGlue is where we document everything about your IT environment—passwords, network diagrams, licenses, vendor info, all in one secure place. This means any technician on our team can help you quickly because they have complete, up-to-date information."
Example Scenario
CLIENT: "Our last IT guy left and took all the passwords with him. What prevents that with you?"
YOU: "That's exactly why we use ITGlue. Everything is documented in a secure, centralized system. If any of our team members changes roles, your documentation stays complete and accessible to our entire support team."
Microsoft Stack
Microsoft's comprehensive suite of business productivity and cloud services. Most businesses use some Microsoft products—we help them use them strategically.
Microsoft 365 - Office Apps, Email, Collaboration
What It Is
Complete productivity suite including Office apps, email, and collaboration tools.
What It Does
Provides Word, Excel, PowerPoint, Outlook (desktop and web)
Includes enterprise email with large mailboxes
Offers Teams for communication and meetings
Provides OneDrive for file storage
Includes SharePoint for team collaboration
Mobile apps for work anywhere
Business Value for Clients: "Your team can work productively from anywhere, on any device, with enterprise-grade email and collaboration tools. Everything syncs automatically and is backed up in the cloud."
Microsoft 365 License Levels
Business Basic
$6/user/month
Web apps only, email, Teams
Business Standard
$12.50/user/month
Desktop apps, email, Teams
Business Premium
$22/user/month
Standard + advanced security
E3/E5
Enterprise pricing
Enterprise plans with advanced features
When to Mention
Client asks about email or productivity tools
Client mentions remote work needs
Client has old Office software or outdated email
Discussing collaboration challenges
Sales Talk Track: "Microsoft 365 gives your team professional email, the latest Office apps, Teams for collaboration, and cloud storage—all working together seamlessly. Your team can work from anywhere, and we manage it all to ensure it's secure and optimized."
Azure - Cloud Infrastructure and Services
What It Is
Microsoft's cloud computing platform for hosting servers, applications, and services.
What It Does
Hosts virtual servers in the cloud, provides scalable computing resources, offers database and storage services, runs business applications, enables hybrid cloud scenarios, and provides disaster recovery capabilities.
Business Value
"Instead of buying expensive servers that become outdated, you rent computing power in Microsoft's cloud. Scale up or down based on your needs, and only pay for what you use."
When to Mention
Client has aging on-premises servers
Client mentions server replacement costs
Client needs scalability or disaster recovery
Client wants to reduce capital expenses
Sales Talk Track: "Azure is Microsoft's cloud platform. Instead of buying physical servers that sit in your office, we host your applications and data in Microsoft's secure datacenters. This gives you enterprise-grade infrastructure without the hardware costs, plus built-in disaster recovery."
Example Scenario
CLIENT: "Our server is 8 years old and needs replacing. That's going to cost $15,000."
YOU: "This is a perfect opportunity to move to Azure. Instead of buying another server that'll be outdated in 5 years, we host everything in Microsoft's cloud. You get better performance, built-in redundancy, and typically spend less monthly than your current server costs when you factor in maintenance and electricity."
Entra ID - Identity and Access Management
What It Is
Microsoft's cloud-based identity and access management system (formerly Azure Active Directory).
What It Does
Manages user accounts and passwords centrally
Enables single sign-on (one password for everything)
Enforces multi-factor authentication
Controls access to applications and data
Monitors sign-in activity and security
Integrates with thousands of applications
Business Value
"Your employees have one password that works everywhere securely. You control who can access what, and we can see suspicious login attempts immediately."
When to Mention
Client mentions password management problems
Client needs to control application access
Discussing security or compliance
Client has users working remotely
Sales Talk Track: "Entra ID is your identity management system. It's like a secure gatekeeper that controls who can access your applications and data. Users get single sign-on so they only need to remember one password, and we enforce multi-factor authentication to keep everything secure."
Intune - Device Management
What It Is
Mobile Device Management (MDM) and Mobile Application Management (MAM) platform.
What It Does
Manages and secures all devices, deploys software remotely, enforces security policies, enables remote wipe, manages apps on personal devices, ensures device compliance.
Business Value
"We can manage and secure all your devices remotely—even personal phones accessing company email. If a device is lost or stolen, we can wipe company data remotely to protect you."
When to Mention
Client has remote workers with various devices
Client mentions lost or stolen device concerns
Client wants to enable BYOD (bring your own device)
Discussing mobile security
Sales Talk Track: "Intune lets us manage and secure every device that accesses your company data. Whether it's company-owned laptops or employees' personal phones checking email, we can enforce security policies and wipe company data remotely if a device is lost."
Defender - Security Suite
What It Is
Microsoft's comprehensive security platform built into Microsoft 365.
Components
Defender for Endpoint: Protects computers from malware and threats
Defender for Office 365: Protects email from phishing and malicious attachments
Defender for Identity: Protects against compromised accounts
Defender for Cloud Apps: Secures cloud applications
Provides unified security dashboard and alerts
Business Value
"Built-in enterprise security that protects your email, devices, and cloud apps. All integrated with Microsoft 365, so you're not buying separate security tools."
When to Mention
Client mentions antivirus or security needs
Client has Microsoft 365 but not using security features
Discussing email security or phishing concerns
Positioning comprehensive security
Sales Talk Track: "Microsoft Defender is enterprise-grade security that's already included with certain Microsoft 365 licenses. It protects against email phishing, malware on devices, suspicious logins, and risky cloud apps—all managed from one dashboard."
Note for Sales: Some clients may need Enhanced SentinelOne in addition to Defender for more advanced endpoint protection. Defender is good; SentinelOne is enterprise-grade.
EMS - Enterprise Mobility and Security Bundle
What It Is
Bundle that includes Entra ID P1/P2, Intune, and Information Protection.
What It Does
Everything in Entra ID (identity management)
Everything in Intune (device management)
Information Protection (data loss prevention)
Cloud App Security (monitor cloud app usage)
Business Value
"Complete security and management for your mobile workforce—identity, devices, and data all protected and managed together."
When to Mention
Client has significant remote workforce
Client needs comprehensive mobility management
Discussing compliance requirements (HIPAA, etc.)
Positioning E3 or E5 licensing
Sales Talk Track: "EMS is Microsoft's security and management bundle for modern, mobile work. It includes identity management, device management, and data protection—everything you need to enable secure remote work and meet compliance requirements."
Exchange Online - Cloud Email
What It Is
Microsoft's cloud-hosted email service (included in Microsoft 365).
What It Does
Provides enterprise email (50-100GB mailboxes), includes calendar and contacts, offers shared mailboxes and distribution lists, provides mobile email access, includes email archiving and retention, built-in spam and malware filtering.
Business Value
"Professional email that works on all devices, with huge mailboxes and built-in security. No email server to maintain, update, or worry about."
When to Mention
Client has on-premises Exchange server
Client mentions email issues or capacity limits
Client wants to eliminate email server costs
Discussing disaster recovery
Sales Talk Track: "Exchange Online is your email in Microsoft's cloud. You get huge mailboxes, mobile access, built-in security, and we manage everything. No more email server to update or backup—it just works."
Teams - Communication and Collaboration
What It Is
Microsoft's unified communication platform for chat, video meetings, and collaboration.
What It Does
Chat messaging (replace multiple apps)
Video meetings and screen sharing
File sharing and collaboration
Integrated with Office apps
Phone system capability (with licensing)
Works on desktop, web, and mobile
Business Value
"Replace multiple communication tools with one platform. Chat, meet, call, and collaborate all in one place that integrates with everything you already use."
When to Mention
Client uses multiple communication tools (Slack, Zoom, etc.)
Client needs video meeting solution
Client mentions collaboration challenges
Discussing remote work tools
Sales Talk Track: "Teams is your central hub for communication. Instead of switching between chat, video, email, and phone calls, everything happens in Teams. It integrates with all your Office files and we can even replace your phone system with Teams calling."
SharePoint - Document Management
What It Is
Microsoft's enterprise content management and collaboration platform.
What It Does
Creates team sites for document collaboration
Provides document libraries with version control
Enables secure external sharing
Offers workflow automation
Integrates with Teams and Office apps
Provides intranet capabilities
Business Value
"Centralized place for company documents with version control, security, and easy sharing. Everyone works from the same files, and we can automate approval workflows."
When to Mention
Client has shared network drives that need replacing
Client mentions version control problems
Client needs controlled document sharing
Discussing collaboration or remote work
Sales Talk Track: "SharePoint is like shared network drives on steroids. Store documents centrally, control who can access what, track versions, automate workflows, and integrate with Teams. It's perfect for replacing old file servers."
OneDrive - Cloud Storage
What It Is
Personal cloud storage included with Microsoft 365 (1TB per user).
What It Does
Stores user's files in the cloud, syncs files across all devices, enables offline access, provides automatic backup of important folders, allows easy file sharing, includes file versioning and recovery.
Business Value
"Every employee gets 1TB of cloud storage that syncs across all their devices. Files are backed up automatically, accessible anywhere, and we can recover accidentally deleted files."
When to Mention
Client mentions needing file backup
Client has users with multiple devices
Client needs file access from anywhere
Discussing laptop replacement or refresh
Sales Talk Track: "OneDrive gives each user 1TB of personal cloud storage that syncs across all their devices. Save a file on your desktop, it's instantly on your laptop and phone. If your laptop dies, all your files are safely in the cloud."
Power Platform - Business Automation Tools
Power Apps
Build custom business apps
Power Automate
Automate workflows and processes
Power BI
Create business intelligence dashboards
Power Pages
Build business websites
What It Does
Automates repetitive tasks and workflows
Creates custom business applications without coding
Builds dashboards from business data
Integrates with Microsoft 365 and other systems
Enables "citizen developers" to solve problems
Business Value for Clients: "Stop doing repetitive tasks manually. Automate workflows, build custom apps for your specific needs, and create dashboards that show your business metrics—all without expensive custom development."
When to Mention
Client mentions manual, repetitive processes
Client needs custom business applications
Client wants better business reporting/dashboards
Discussing process improvement or efficiency
Sales Talk Track: "Power Platform lets us automate repetitive tasks and build custom solutions for your specific business needs—without expensive custom programming. We can automate approvals, create custom apps, and build dashboards that show exactly what you need to see."
Example Scenario
CLIENT: "Our invoice approval process involves printing, signing, scanning, and emailing. It takes forever."
YOU: "Perfect use case for Power Automate. We can create an automated workflow where invoices route electronically for approval, track who's reviewed them, and store everything in SharePoint. No more printing, scanning, or lost invoices."
Dynamics 365 - ERP and CRM
Sales
Manages customer relationships and sales pipeline
Customer Service
Handles support tickets and cases
Finance
Manages accounting and financial operations
Supply Chain
Manages inventory and operations
Business Central
Complete ERP for small-medium business
Business Value for Clients: "Enterprise-grade business management software that integrates with everything you already use. Manage customers, sales, finances, and operations in one system."
When to Mention
Client mentions CRM or ERP needs
Client outgrown QuickBooks or basic systems
Client has disconnected business systems
Discussing business process improvement
Sales Talk Track: "Dynamics 365 is Microsoft's business management platform. It handles everything from customer relationships and sales to accounting and operations—all integrated with Microsoft 365. If you're outgrowing QuickBooks or using disconnected systems, this brings it all together."
Note for Sales: This is a specialized offering. Involve solution architects for Dynamics opportunities.
Copilot - AI Assistant
In Word
Drafts documents, rewrites content, summarizes
In Excel
Analyzes data, creates formulas, generates insights
In PowerPoint
Creates presentations from prompts
In Outlook
Drafts emails, summarizes threads
In Teams
Summarizes meetings, generates action items
In Microsoft 365
Searches across all apps and data
Business Value for Clients: "AI assistant that works in all your Microsoft apps. Draft documents, analyze data, create presentations, and find information faster. It's like having an expert helper in every app."
When to Mention
Client interested in AI and productivity
Client mentions time spent on routine tasks
Client asks about Microsoft's AI capabilities
Positioning advanced Microsoft 365 features
Sales Talk Track: "Copilot is Microsoft's AI assistant built into all your productivity apps. It can draft documents, analyze Excel data, create PowerPoint presentations, summarize email threads, and search across all your company information. Think of it as having an intelligent assistant in every app you use."
Licensing Note: Copilot requires Microsoft 365 E3/E5 base license plus Copilot add-on ($30/user/month). Position for knowledge workers who spend significant time in Office apps.
Example Scenario
CLIENT: "My team spends hours creating reports and presentations every week."
YOU: "Copilot can dramatically speed that up. Tell it what report you need in Excel—it analyzes your data and creates it. Ask it to create a PowerPoint on a topic—it generates the presentation. It could save your team 5-10 hours weekly."
Security Tools
Our comprehensive security stack protects against modern threats. Most clients need multiple layers—position these as working together.
Vantage Point - SIEM/SOAR Security Platform
What It Is
Security Information and Event Management (SIEM) platform with Security Orchestration, Automation, and Response (SOAR).
What It Does
Collects security data from all systems
Analyzes for threats using AI and rules
Correlates events to detect complex attacks
24/7 SOC monitors and responds to alerts
Provides executive security dashboards
Maintains security logs for compliance
Orchestrates automated threat response
Business Value for Clients: "Our Security Operations Center watches your complete environment 24/7, using AI to detect threats that individual tools might miss. You get enterprise-grade security monitoring without hiring security experts."
Vantage Point - Continued
When to Mention
Client needs 24/7 security monitoring
Client mentions compliance requirements (HIPAA, PCI)
Client wants to know if they're being attacked
Positioning comprehensive security
Sales Talk Track: "Vantage Point is like having a security operations center watching your business 24/7. It collects data from all your security tools, uses AI to detect threats, and our security analysts monitor and respond to alerts around the clock. You get enterprise security without hiring a security team."
Example Scenario
CLIENT: "How do we know if someone's trying to hack us?"
YOU: "That's exactly what Vantage Point does. It monitors everything—firewalls, computers, servers, cloud apps—looking for suspicious activity. Our Security Operations Center watches this 24/7, so if someone tries to breach your systems, we see it and respond immediately."
What This Includes
24/7 SOC Monitoring
Included in pricing
Threat Detection
AI-powered analysis
Incident Response
Coordination and remediation
Executive Reports
Monthly security summaries
Compliance Logs
Retention for audits
Enhanced SentinelOne - EDR/XDR Endpoint Protection
What It Is
AI-powered Endpoint Detection and Response (EDR) and Extended Detection and Response (XDR) platform.
What It Does
Protects every computer and server from malware
Uses AI to detect threats without virus signatures
Automatically stops and rolls back attacks
Provides threat hunting capabilities
Protects against zero-day exploits
Includes ransomware protection and rollback
Works offline (doesn't need cloud connection)
Business Value
"The most advanced endpoint protection available. It uses AI to stop threats that traditional antivirus misses, automatically responds to attacks, and can roll back ransomware damage. Your computers are protected even when offline."
When to Mention
Any managed services conversation
Client mentions ransomware concerns
Client has basic antivirus and needs better
Discussing cybersecurity insurance requirements
Sales Talk Track: "Enhanced SentinelOne is AI-powered endpoint protection that's light-years beyond traditional antivirus. It doesn't need virus definitions—the AI recognizes malicious behavior and stops attacks automatically. If ransomware tries to encrypt your files, SentinelOne stops it and rolls back any damage. It's the gold standard for endpoint protection."
Why "Enhanced" SentinelOne: We include features and support beyond basic SentinelOne licensing that other MSPs don't provide.
Example Scenario
CLIENT: "We have antivirus. Isn't that enough?"
YOU: "Traditional antivirus only catches known threats—it needs to have seen the virus before. SentinelOne uses AI to recognize malicious behavior it's never seen, which is how modern attacks work. Plus, it automatically responds to threats and can even roll back ransomware encryption. Antivirus is a lock on your door; SentinelOne is a complete security system."
Acronis Email Security - Email Threat Protection
What It Is
Advanced email security that protects against phishing, malware, and business email compromise.
What It Does
Scans all emails for malicious content before delivery, detects and blocks phishing attempts, analyzes links and attachments in real-time, identifies business email compromise attempts, provides email continuity during outages, includes email archiving and backup.
Business Value
"Stops malicious emails before they reach your users' inboxes. Phishing is the #1 way businesses get hacked—this is your front-line defense against email-based attacks."
When to Mention
Client mentions receiving phishing emails
Client asks about email security
Discussing security training (works with KnowBe4)
Positioning comprehensive security stack
Sales Talk Track: "Acronis Email Security adds an extra layer of protection beyond what's built into Microsoft 365 or Gmail. It analyzes every email for phishing attempts, malicious links, and dangerous attachments—blocking threats before they reach your users. Since 90% of cyberattacks start with email, this is critical protection."
Duo - Multi-Factor Authentication
What It Is
User-friendly multi-factor authentication (MFA) that requires a second verification beyond passwords.
What It Does
Adds second factor to login (phone notification), protects against compromised passwords, simple push-notification approval, supports various authentication methods, works with virtually any application, provides login attempt visibility, easy user enrollment and management.
Business Value
"Even if someone steals your password, they can't log in without your phone. MFA stops 99% of account compromise attacks with a simple push notification."
When to Mention
Client needs MFA for compliance or insurance
Client mentions password security concerns
Positioning comprehensive security
Client has remote workers accessing systems
Sales Talk Track: "Duo adds multi-factor authentication to your logins. When someone tries to access your systems, they need both the password and a push notification approval on their phone. Even if a password is stolen in a breach, the attacker still can't get in. It's simple for users and incredibly effective."
Example Scenario
CLIENT: "Our cyber insurance requires multi-factor authentication."
YOU: "Duo is perfect for that. It's easy to deploy, simple for users—just approve a push notification on their phone—and it meets insurance requirements. It works with Microsoft 365, VPN, any application you need to protect."
KnowBe4 - Security Awareness Training
What It Is
The world's largest security awareness training and simulated phishing platform.
What It Does
Delivers engaging security training to employees
Sends simulated phishing emails to test users
Tracks who clicks on phishing simulations
Provides training for those who fail tests
Covers various topics: passwords, social engineering, mobile security
Generates compliance reports
Continuous training throughout the year
Business Value
"Employees are your weakest security link. KnowBe4 trains them to recognize and avoid phishing attacks, and we test them regularly with simulated phishing to ensure the training works."
When to Mention
Discussing comprehensive security
Client mentions phishing concerns
Compliance requirements (HIPAA, PCI, etc.)
After positioning technical security tools
Sales Talk Track: "KnowBe4 trains your employees to be your first line of defense against phishing and social engineering. They get engaging security training throughout the year, and we send simulated phishing emails to test them. Anyone who clicks gets immediate training. This dramatically reduces your risk from email-based attacks."
Example Scenario
CLIENT: "Our biggest fear is someone clicking on a phishing email."
YOU: "That's the most common way businesses get breached. KnowBe4 trains your employees to recognize phishing and tests them regularly with simulated attacks. Companies using KnowBe4 typically reduce their phishing susceptibility by 70-90% within the first year. We can show you exactly which employees are at risk so you can focus training where it's needed."
Breach Secure Now - Compliance Training
What It Is
Compliance-focused security awareness training with emphasis on regulatory requirements.
What It Does
Delivers compliance-specific training (HIPAA, PCI, etc.)
Provides policy acknowledgment tracking
Creates customized security policies
Generates compliance reports for audits
Includes simulated phishing
Offers certificates of completion
Maintains training records for auditors
Business Value
"Stay compliant with HIPAA, PCI, and other regulations through regular security training. We track completion, generate audit reports, and ensure you can demonstrate employee training to auditors."
When to Mention
Healthcare clients (HIPAA)
Clients processing credit cards (PCI)
Clients with compliance requirements
Alternative to or alongside KnowBe4
Sales Talk Track: "Breach Secure Now focuses on compliance training for regulations like HIPAA and PCI. It ensures your employees understand their compliance obligations, tracks their training completion, and generates audit reports. When auditors ask for proof of security training, you have documented evidence."
Note for Sales
Choose KnowBe4 OR Breach Secure Now based on client needs:
KnowBe4: Best for general security awareness, larger organizations
Breach Secure Now: Best for compliance-focused needs, healthcare, smaller businesses
Backup & Recovery
Backup is insurance you hope you never need—but critical when you do. These tools work together for complete protection.
Datto - On-Prem Backup Appliances
What It Is
Physical backup appliances that live on-site and provide local AND cloud backup with instant recovery.
What It Does
Backs up servers and workstations continuously
Stores backups locally (on appliance) and cloud (offsite)
Can instantly boot a backed-up server from the appliance
Provides screenshot verification backups worked
Enables rapid disaster recovery
Includes local virtualization capability
Offers hybrid cloud backup solution
Business Value for Clients: "Your servers are backed up continuously to a local appliance and the cloud. If a server fails, we can have it running virtually from the backup appliance in minutes—not hours or days. You get enterprise disaster recovery at SMB prices."
Datto - Continued
When to Mention
Client has on-premises servers
Client mentions backup concerns
Discussing disaster recovery needs
Client asks "What if our server dies?"
Sales Talk Track: "Datto is like insurance for your servers. It backs up continuously to both a local appliance and the cloud. If your server fails, we can boot it from the Datto appliance in minutes while we fix or replace the server. Your business keeps running with minimal interruption."
Example Scenario
CLIENT: "What happens if our server crashes?"
YOU: "With Datto, we can have your server running virtually from the backup appliance within 10-15 minutes. Your team keeps working while we repair or replace the failed server. Without this, you'd be down for hours or days waiting for server replacement and restore. Datto turns a potential multi-day disaster into a brief inconvenience."
Appliance Sizes
Small (up to 1TB)
Small offices, single server
Medium (up to 5TB)
Multiple servers, more data
Large (10TB+)
Large environments, many servers
Acronis - Cloud Backup Service
What It Is
Cloud-based backup service that protects servers, workstations, and applications to the cloud.
What It Does
Backs up servers and workstations to cloud
Protects physical and virtual machines
Includes ransomware protection
Provides disaster recovery capability
Enables file and folder restore
Supports various platforms (Windows, Mac, Linux)
Includes backup validation and testing
Business Value
"All your critical data is backed up to the cloud, protected from ransomware, and recoverable quickly. If your building burns down or floods, your data is safe in the cloud."
When to Mention
Client needs cloud-only backup (no local appliance)
Client has workstations needing backup
Discussing disaster recovery
Client wants offsite backup only
Sales Talk Track: "Acronis backs up all your servers and workstations to the cloud. If something happens to your office—fire, flood, theft—your data is safe and recoverable from anywhere. It's perfect for protecting workstations, cloud servers, or as an additional layer of protection."
Datto vs. Acronis
Datto: Best for on-prem servers, instant recovery, hybrid backup
Acronis: Best for cloud-only backup, workstation protection, lower cost
Both: Maximum protection with local and cloud options
Acronis M365 Backup - SaaS Email Backup
What It Is
Dedicated backup for Microsoft 365 data (email, OneDrive, SharePoint, Teams).
What It Does
Backs up all M365 data beyond Microsoft's retention, protects against accidental deletion and ransomware, enables granular restore of emails, files, folders, provides long-term retention for compliance, includes legal hold capabilities, protects OneDrive and SharePoint data, backs up Teams conversations and files.
Business Value
"Microsoft 365 isn't actually backed up by default—you only have 30-90 days of retention. If someone deletes something or leaves the company, you could lose critical data. This protects everything long-term."
When to Mention
Any client using Microsoft 365
Client mentions deleted email or files
Discussing compliance or data retention
Client asks "Isn't M365 automatically backed up?"
Sales Talk Track: "Most people don't realize that Microsoft 365 isn't truly backed up—you only have 30-93 days to recover deleted items. After that, it's gone forever. Acronis M365 Backup protects your email, OneDrive, SharePoint, and Teams data indefinitely. If an employee deletes important files or someone malicious compromises an account and deletes data, we can restore it."
Critical Sales Point: "Microsoft 365 gives you email. We make sure you never lose it."
Example Scenario
CLIENT: "We're moving to Microsoft 365. That's backed up, right?"
YOU: "Common misconception. Microsoft protects against their hardware failures, but they don't protect you from user errors, malicious deletions, or ransomware. You only have 30-90 days to recover deleted items. Acronis M365 Backup gives you unlimited retention and protection. We've saved countless clients who had employees delete critical emails or files beyond Microsoft's recovery window."
Network & Infrastructure
The physical and virtual infrastructure that makes everything work. Different tools for different situations.
WatchGuard - Firewalls (Preferred)
What It Is
Enterprise-grade network security firewalls with advanced threat protection.
What It Does
Protects network perimeter from external threats
Provides VPN for remote access
Includes intrusion prevention system (IPS)
Offers advanced threat detection and blocking
Controls application and web usage
Reports on network traffic and threats
Integrates with Vantage Point for monitoring
Business Value for Clients: "Your firewall is the front door to your network. WatchGuard provides enterprise-grade security that blocks threats, enables secure remote access, and gives us visibility into what's happening on your network."
WatchGuard - Continued
When to Mention
Client needs firewall replacement or upgrade
Client mentions VPN needs for remote workers
Discussing network security
Client has old or consumer-grade firewall
Sales Talk Track: "WatchGuard is our preferred enterprise firewall. It doesn't just block basic threats—it includes advanced threat detection, intrusion prevention, VPN for remote workers, and integrates with our monitoring platform. Think of it as a security guard, bouncer, and surveillance system all in one."
Why WatchGuard (vs. competitors)
Best integration with our management tools
Excellent price-to-performance ratio
Strong security features at SMB price point
Reliable remote management capabilities
Meraki - Network Equipment
What It Is
Cisco's cloud-managed networking equipment (firewalls, switches, wireless access points).
What It Does
Cloud-managed (no local controller needed), provides single dashboard for all devices, includes automatic updates and configurations, offers wireless access points with advanced features, provides network switches with PoE, includes firewalls with security features, reports on network usage and clients.
Business Value
"Cloud-managed networking that's simple to manage across multiple locations. One dashboard shows all your network equipment everywhere, and we manage it all remotely."
When to Mention
Client has multiple locations
Client wants unified network management
Discussing wireless network upgrades
Client values simplicity and cloud management
Sales Talk Track: "Meraki is Cisco's cloud-managed networking platform. Instead of local controllers and complex management, everything is managed from the cloud through one simple dashboard. Perfect for businesses with multiple locations or those who want enterprise features without enterprise complexity."
Licensing Note: Meraki requires annual licensing per device. Factor this into ongoing costs.
Unifi - Wireless and Switching
What It Is
Ubiquiti's enterprise networking equipment at SMB prices (wireless access points, switches, gateways).
What It Does
Provides high-performance wireless access points
Offers managed switches with PoE
Includes network gateway/firewall options
Cloud or local management options
Scales easily for growing businesses
Provides excellent wireless coverage
Cost-effective compared to enterprise brands
Business Value
"Enterprise-quality wireless and networking at small business prices. You get reliable, fast Wi-Fi coverage and professional network equipment without the Cisco price tag."
When to Mention
Client needs wireless network upgrade
Client is budget-conscious but wants quality
Small to medium businesses (10-100 users)
Client mentions Wi-Fi complaints
Sales Talk Track: "Unifi provides enterprise-quality wireless access points and network switches at very reasonable prices. You get fast, reliable Wi-Fi coverage, professional network equipment, and easy management—without spending Cisco-level money."
Competitive Positioning
WatchGuard/Meraki: Enterprise clients, complex needs, managed services focus
Unifi: Cost-conscious clients, simpler environments, excellent price/performance
Scale Computing - Hyperconverged Infrastructure
What It Is
All-in-one virtualization platform that combines servers, storage, and virtualization in a simple appliance.
What It Does
Runs multiple virtual servers on one appliance, provides built-in high availability (no single point of failure), self-healing architecture fixes problems automatically, simple management interface, scales easily by adding nodes, eliminates complex virtualization setup, includes rolling updates with no downtime.
Business Value
"Instead of separate servers, storage, and virtualization software, everything is in one appliance that's simple to manage. If a node fails, your servers keep running automatically. Enterprise reliability without enterprise complexity."
When to Mention
Client needs to replace multiple servers
Client wants high availability without complexity
Discussing virtualization strategy
Client has critical applications requiring uptime
Sales Talk Track: "Scale Computing is like having enterprise virtualization in a simple appliance. Instead of buying multiple servers, storage, and complex VMware, everything is integrated. If a component fails, your virtual servers automatically fail over to healthy nodes. You get enterprise reliability without the complexity or cost."
Example Scenario
CLIENT: "We have three servers that need replacing, and we can't afford downtime."
YOU: "Perfect use case for Scale Computing. Instead of buying three new servers, we get one Scale Computing cluster that runs all three servers as virtual machines. If a node fails, the VMs automatically move to healthy nodes—zero downtime. Plus, it's simpler to manage than traditional virtualization."
Managed Services
These are the service layers we provide—the "what we do" for clients. These build on the tools above.
IT Management Services
These services manage different aspects of a client's IT infrastructure.
Desktop Management (DM)
Workstation Monitoring, Patching, and Support
What It Is
Complete management and support for user workstations (laptops and desktops).
What's Included
24/7 monitoring via ConnectWise RMM
Automated patch management (Windows updates, software updates)
Performance monitoring and optimization
Antivirus/antimalware management
Remote support and troubleshooting
Software installation and updates
Hardware health monitoring
Business Value
"We monitor every computer 24/7, keep software updated automatically, and provide fast support when users need help. Computers stay healthy and users stay productive."
Pricing Model
Per device per month (typically $30-50/device depending on tier)
When to Position
Every managed services client
Foundation of managed services
Include by default in proposals
Sales Talk Track: "Desktop Management means we monitor and maintain every computer 24/7. We push updates automatically, monitor performance, manage antivirus, and provide support when users need help. Your computers stay healthy and secure without anyone having to think about it."
Server Management (SM)
Server Monitoring, Patching, and Maintenance
What It Is
Complete management and maintenance for physical and virtual servers.
What's Included
24/7 monitoring via ConnectWise RMM
Automated patch management for servers
Performance and capacity monitoring
Event log monitoring and analysis
Service monitoring (ensure critical services running)
Backup monitoring and verification
Health checks and reporting
Business Value
"Your servers are monitored 24/7. We catch problems before they cause outages, keep servers patched and secure, and ensure backups are working. No more hoping servers are healthy—we know they are."
Pricing Model
Per server per month (typically $100-200/server depending on tier)
When to Position
Any client with servers
Essential for business-critical systems
Higher priority than desktop management
Sales Talk Track: "Server Management means we monitor your servers around the clock, looking for problems before they cause downtime. We manage patches, monitor performance, watch for errors, and verify backups are working. Your most critical systems get 24/7 attention."
Host Server Management
Hypervisor and Virtualization Management
What It Is
Management of virtualization platforms (VMware, Hyper-V, Scale Computing).
What's Included
Hypervisor monitoring and updates, virtual machine management and optimization, high availability configuration and monitoring, capacity planning and resource optimization, backup integration and verification, disaster recovery planning, performance tuning.
Business Value
"We manage your virtualization platform to ensure all your virtual servers run optimally. We monitor the foundation that runs your servers, not just the servers themselves."
Pricing Model
Per host per month (typically $150-300/host depending on complexity)
When to Position
Clients using VMware, Hyper-V, Scale Computing
Clients with multiple virtual servers
Often bundled with Server Management
Sales Talk Track: "Host Server Management covers the virtualization platform that runs your virtual servers. We monitor the hypervisor, manage resources, ensure high availability works properly, and optimize performance. It's managing the foundation that everything else runs on."
Network Management (NM)
Network Device Monitoring and Maintenance
What It Is
Monitoring and management of network infrastructure (firewalls, switches, wireless access points).
What's Included
24/7 network monitoring via Auvik
Firmware updates and patch management
Configuration backup and management
Performance monitoring and optimization
Bandwidth usage monitoring
Security monitoring and alerting
Network topology mapping
Business Value
"We monitor your entire network infrastructure 24/7. Firewalls, switches, wireless access points—everything is watched for problems, kept updated, and optimized for performance."
Pricing Model
Per device per month OR flat fee for network (typically $50-150/device or $500-2000/month total)
When to Position
All managed services clients
Essential with Auvik deployment
Bundle with other management services
Sales Talk Track: "Network Management means we monitor every piece of your network infrastructure—firewalls, switches, wireless access points. We watch for problems, keep firmware updated, monitor performance, and alert on security issues. Your network is actively managed, not just working until it breaks."
Cloud/App/Email Management
M365 Administration and Cloud Services
What It Is
Management and administration of cloud platforms, primarily Microsoft 365.
What's Included
Microsoft 365 tenant administration
User and license management
Email management and security
Teams and SharePoint administration
Security policy management
Compliance monitoring
Application deployment and updates
Business Value
"We manage your Microsoft 365 environment to ensure it's secure, optimized, and properly configured. Users are set up correctly, licenses aren't wasted, and security policies are enforced."
Pricing Model
Per user per month (typically $10-30/user depending on tier) OR included in Desktop Management
When to Position
All Microsoft 365 clients
Often bundled with Desktop Management
Critical for proper M365 security
Sales Talk Track: "Cloud and Email Management means we actively administer your Microsoft 365 environment. We manage users and licenses, configure security properly, optimize SharePoint and Teams, and ensure you're getting full value from M365. It's not just email—it's strategic cloud platform management."
Mobile Device Management (MDM)
Device Enrollment and Security Policies
What It Is
Management and security of mobile devices (phones, tablets) using Intune or similar.
What's Included
Device enrollment in Intune, security policy enforcement, application management (deploy, update, remove), remote wipe for lost/stolen devices, conditional access policies, compliance monitoring, BYOD (bring your own device) support.
Business Value
"Every mobile device accessing company data is secured and managed. Lost devices can be wiped remotely, security policies are enforced, and you maintain control even on personal devices."
Pricing Model
Per device per month (typically $5-15/device) OR included in higher service tiers
When to Position
Clients with mobile workforce
BYOD environments
Clients with compliance requirements
Healthcare, legal, finance industries
Sales Talk Track: "Mobile Device Management secures every phone and tablet accessing your company data. We enroll devices in Intune, enforce security policies, deploy apps, and can remotely wipe company data if a device is lost. Whether it's company-owned or personal devices, your data stays protected."
Security Services
These are specialized security services beyond basic security tools. These often sell separately or as add-ons.
24/7 SOC Monitoring
Continuous Security Operations Center
What It Is
Around-the-clock monitoring by security analysts using Vantage Point SIEM.
What's Included
24/7/365 security analyst monitoring
Real-time threat detection and analysis
Alert triage and investigation
Incident response coordination
Threat intelligence integration
Monthly executive security reports
Security event log retention
Business Value
"Expert security analysts watch your environment 24/7, using AI and threat intelligence to detect attacks. If something suspicious happens at 2 AM on Sunday, we're watching and responding—not waiting until Monday morning."
Pricing Model
Typically included with Vantage Point licensing, or $500-2000/month depending on environment size
When to Position
Mid-market and enterprise clients
Clients with compliance requirements
Clients who can't afford security team
Highly regulated industries
Sales Talk Track: "Our Security Operations Center monitors your complete environment 24/7 using Vantage Point. Real security analysts—not just automated alerts—watch for threats, investigate suspicious activity, and coordinate response. You get enterprise-grade security monitoring without hiring a security team."
Managed Detection & Response (MDR)
Threat Hunting and Incident Response
What It Is
Proactive threat hunting and expert incident response that goes beyond monitoring.
What's Included
Everything in SOC Monitoring, proactive threat hunting (looking for threats), advanced incident response, forensic investigation, threat containment and remediation, post-incident reporting and recommendations, security posture improvement guidance.
Business Value
"Beyond monitoring and alerting, our security experts actively hunt for threats in your environment and provide hands-on incident response when needed. If you're attacked, you have expert help immediately."
Pricing Model
$2,000-10,000/month depending on environment size and coverage
When to Position
High-value targets
Highly regulated industries
Clients with valuable data or IP
Post-breach clients who need better protection
Sales Talk Track: "Managed Detection and Response goes beyond monitoring. Our security team actively hunts for threats in your environment, investigates suspicious activity deeply, and provides hands-on incident response if you're attacked. It's like having a security team on retainer, ready to respond immediately."
vCISO Services
Virtual Chief Information Security Officer
What It Is
Part-time Chief Information Security Officer services for strategic security guidance.
What's Included
Strategic security planning and roadmap
Security policy development
Risk assessment and management
Compliance guidance (HIPAA, PCI, etc.)
Security program development
Board/executive reporting
Vendor security assessment
Incident response planning
Business Value
"Get executive-level security expertise without hiring a full-time CISO. Strategic guidance, policy development, compliance planning, and board reporting from experienced security professionals."
Pricing Model
$2,000-10,000/month for retainer hours (typically 8-40 hours/month)
When to Position
Mid-market and enterprise clients
Regulated industries
Clients building security programs
Clients with board/compliance requirements
Sales Talk Track: "vCISO services give you executive-level security expertise part-time. We develop your security strategy, create policies, guide compliance efforts, assess risks, and report to your board. You get the strategic guidance of a CISO without the $200K+ salary."
Example Scenario
CLIENT: "Our board is asking questions about cybersecurity that I can't answer."
YOU: "That's exactly what vCISO services solve. We assign a dedicated security executive who develops your security strategy, creates board-level reports, and attends board meetings if needed. They become your security advisor and help you answer board questions with confidence."
Penetration Testing
Security Assessment and Validation
What It Is
Ethical hacking to identify vulnerabilities before bad actors do.
What's Included
External penetration testing (from internet)
Internal penetration testing (inside network)
Web application security testing
Social engineering testing (phishing, phone)
Wireless network testing
Physical security testing (optional)
Detailed findings report with remediation guidance
Executive summary for leadership
Business Value
"We attack your systems ethically to find vulnerabilities before hackers do. You get a roadmap of what to fix and proof that your security investments are working."
Pricing Model
Project-based: $5,000-50,000 depending on scope
When to Position
Annual security validation
Pre-compliance audit
After security improvements
Cyber insurance requirements
Following security incidents
Sales Talk Track: "Penetration testing validates that your security is working. We ethically hack your systems—from the internet, inside your network, and even through social engineering—to find vulnerabilities before real attackers do. You get detailed findings with remediation guidance and proof for auditors or insurance that your security is solid."
Compliance Assessment
Regulatory Compliance Evaluation
What It Is
Comprehensive assessment of compliance with regulatory requirements (HIPAA, PCI, NIST, CIS).
What's Included
Gap analysis against regulatory framework
Policy and procedure review
Technical controls assessment
Documentation review
Risk assessment and prioritization
Remediation roadmap
Compliance report for auditors
Ongoing compliance guidance
Business Value
"Know exactly where you stand with compliance and what needs to be fixed. Get a clear roadmap to achieve compliance and documentation for auditors."
Pricing Model
Project-based: $5,000-30,000 depending on framework and scope
When to Position
Regulated industries (healthcare, finance)
Pre-audit preparation
New compliance requirements
Post-incident compliance validation
Sales Talk Track: "Compliance Assessment shows you exactly where you stand against HIPAA, PCI, NIST, or other frameworks. We identify gaps, prioritize fixes, create remediation roadmap, and provide documentation for auditors. You know exactly what to do to achieve compliance."
Dark Web Monitoring
Credential Breach Detection
What It Is
Monitoring of dark web and breach databases for compromised employee credentials.
What's Included
Continuous dark web monitoring, breach database scanning, email and password compromise alerts, domain monitoring for phishing sites, executive identity monitoring, alert notification and response guidance, monthly breach reports.
Business Value
"Know immediately if employee credentials are compromised in breaches. We monitor the dark web and breach databases, alerting you when company email addresses or passwords appear so you can reset them before they're used against you."
Pricing Model
$200-1,000/month depending on user count and monitoring scope
When to Position
Comprehensive security packages
Clients with password security concerns
Executive protection needs
Post-breach clients
Sales Talk Track: "Dark Web Monitoring watches breach databases and dark web forums for your company's email addresses and passwords. When credentials are compromised in third-party breaches, we alert you immediately so you can reset passwords before attackers use them against you. It's like having a lookout watching for your stolen credentials."
Phishing Simulation
Security Awareness Testing
What It Is
Regular simulated phishing campaigns to test and train employees (integrated with KnowBe4 or Breach Secure Now).
What's Included
Monthly or quarterly phishing simulations
Varied attack scenarios and templates
Click-through tracking and reporting
Automatic training for users who fail
Executive dashboard and reporting
Trend analysis over time
Integration with security awareness training
Business Value
"Test your employees with realistic phishing attacks to see who's vulnerable. Anyone who clicks gets immediate training. Track improvement over time and demonstrate security awareness to auditors."
Pricing Model
Typically included with KnowBe4/Breach Secure Now, or $3-10/user/month
When to Position
With security awareness training
Compliance requirements
After security incidents
Proactive security programs
Sales Talk Track: "Phishing Simulation sends realistic fake phishing emails to your employees to test them. We track who clicks and who doesn't, provide immediate training to those who fail, and show you trends over time. It's like fire drills for cybersecurity—practice makes perfect."
Vulnerability Management
System Weakness Identification
What It Is
Continuous scanning and management of vulnerabilities across your environment.
What's Included
Regular vulnerability scanning (network, systems, applications), vulnerability prioritization and risk scoring, patch management coordination, remediation tracking and validation, compliance-focused scanning, executive vulnerability reports, integration with ticketing for remediation.
Business Value
"Continuous visibility into security weaknesses across your environment. We identify vulnerabilities, prioritize by risk, coordinate fixes, and validate remediation. Stay ahead of exploitable weaknesses."
Pricing Model
$500-3,000/month depending on environment size and scan frequency
When to Position
Comprehensive security programs
Compliance requirements
Large or complex environments
Clients with multiple locations
Sales Talk Track: "Vulnerability Management continuously scans your environment for security weaknesses—outdated software, misconfigurations, missing patches. We prioritize findings by risk, coordinate remediation with your team, and validate fixes. You always know your current security posture and what needs attention."
Backup & DR Services
Backup and disaster recovery services built on the tools above.
Cloud Backup Services
Server, Workstation, and Application Backup
What It Is
Comprehensive backup services using Acronis and/or Datto.
What's Included
Backup design and configuration
Daily backup monitoring and verification
Failed backup investigation and resolution
Retention policy management
Test restores (quarterly or annual)
Disaster recovery planning
Recovery assistance when needed
Business Value
"Your data is backed up and monitored daily. We watch for backup failures, test restores regularly, and help with recovery when needed. You can focus on business knowing backup is handled professionally."
Pricing Model
Based on data volume (per GB or per TB) plus management fee
When to Position
All managed services clients
Critical with servers or important data
Required for disaster recovery planning
Sales Talk Track: "Cloud Backup Services means we design, configure, monitor, and test your backups. We watch daily to ensure backups complete successfully, investigate any failures, test restores regularly, and help with recovery if needed. Backup isn't just running—it's actively managed and validated."
Email Backup Services
M365 and Google Workspace Protection
What It Is
Dedicated email and collaboration backup using Acronis M365 Backup.
What's Included
M365/Google Workspace backup configuration
Daily backup monitoring
Unlimited retention (or policy-based)
Granular restore capability
Legal hold support
User self-service recovery portal
Compliance reporting
Business Value
"Protect email, OneDrive, SharePoint, and Teams beyond Microsoft's limited retention. Restore deleted items anytime, maintain compliance with retention policies, and recover from ransomware or malicious deletion."
Pricing Model
Per user per month (typically $3-8/user)
When to Position
All Microsoft 365/Google Workspace clients
Clients with compliance requirements
After mentioning email migration
When discussing data protection
Sales Talk Track: "Email Backup protects your Microsoft 365 or Google Workspace data indefinitely. Microsoft only retains deleted items for 30-90 days—after that, it's gone forever. We backup email, OneDrive, SharePoint, and Teams continuously so you can restore anything, anytime. Essential for compliance and protection against accidental or malicious deletion."
Disaster Recovery
Business Continuity and Recovery Planning
What It Is
Comprehensive disaster recovery planning and testing services.
What's Included
Business impact analysis
Recovery time objective (RTO) definition
Recovery point objective (RPO) definition
Disaster recovery plan documentation
Regular DR testing and validation
Runbook creation and maintenance
Failover and failback procedures
Annual DR plan updates
Business Value
"Know exactly what happens if disaster strikes. Documented plans, tested procedures, defined recovery times. When the worst happens, you have a playbook to follow instead of chaos."
Pricing Model
Project-based setup ($5,000-25,000) plus ongoing testing/updates ($1,000-5,000/quarter)
When to Position
Businesses with critical systems
Compliance requirements
After discussing backup solutions
Risk-averse clients
Sales Talk Track: "Disaster Recovery Planning ensures you can actually recover when disaster strikes. We document your critical systems, define recovery time requirements, create detailed recovery procedures, and test them regularly. When crisis happens, you follow a tested plan instead of making it up on the fly."
BCDR Appliances
On-Premises Backup and Recovery Solutions
What It Is
Datto or similar appliances that provide local and cloud backup with rapid recovery.
What's Included
Appliance deployment and configuration, continuous backup monitoring, screenshot verification, local and cloud redundancy, instant virtualization capability, recovery assistance, appliance maintenance and updates.
Business Value
"Ultimate disaster recovery with local appliance and cloud backup. If server fails, boot it from the appliance in minutes. Your business keeps running while we fix the problem."
Pricing Model
Appliance cost + monthly licensing (typically $200-2,000/month depending on size)
When to Position
Clients with on-premises servers
Businesses requiring minimal downtime
Critical application protection
Preferred over cloud-only backup for servers
Sales Talk Track: "BCDR Appliances provide the ultimate disaster recovery. Your servers backup continuously to both a local appliance and the cloud. If a server fails, we boot it virtually from the appliance within minutes—your business keeps running while we fix or replace the failed server. It's enterprise disaster recovery at SMB prices."
Service Tiers
Our packaging of services at different levels. These determine what's included and pricing.
Co-Managed IT - Shared IT Responsibility
What It Is
Hybrid model where client has internal IT staff and we provide specific services or backup support.
Typical Scope
Specific service areas (security, backup, monitoring)
After-hours support
Specialized expertise (security, cloud)
Project assistance
Vacation/sick coverage
Business Value: "Your IT team focuses on business-specific projects while we handle infrastructure monitoring, after-hours support, and specialized expertise. Best of both worlds—internal knowledge plus external resources."
Co-Managed IT - Continued
What's Included
Varies by agreement—can include any combination of:
24/7 Monitoring
Specific systems monitoring
Security Services
Vantage Point, SentinelOne
Backup Management
Complete backup oversight
After-Hours Helpdesk
Support outside business hours
Strategic Consulting
Technology planning and guidance
When to Position
Clients with 1-2 person IT teams
Clients who want to keep IT staff
Organizations with specialized IT needs
Budget-conscious clients
Pricing Model
Modular—priced based on specific services included
Sales Talk Track: "Co-Managed IT lets you keep your internal IT person while we provide backup support, specialized expertise, and 24/7 monitoring. Your IT person focuses on business-specific projects, we handle infrastructure and after-hours. You get comprehensive coverage without replacing your staff."
Foundation - Basic Managed Services
What It Is
Entry-level managed services tier providing essential monitoring, management, and support.
What's Included
Desktop Management (all workstations)
Server Management (all servers)
Network Management
Enhanced SentinelOne endpoint protection
Business hours helpdesk support (7 AM - 7 PM)
Remote support
Patch management
Monthly reporting
What's NOT Included
24/7 SOC monitoring (Vantage Point)
After-hours support
Advanced security services
vCISO or compliance services
On-site visits (billed separately)
Business Value: "Core managed services that keep your technology healthy and secure with proactive monitoring, automated maintenance, and business-hours support. Foundation for reliable IT."
When to Position
Small businesses (10-50 users)
Budget-conscious clients
Clients with straightforward needs
Entry point for managed services
Pricing Model
Typically $30-60 per device/user per month
Sales Talk Track: "Foundation gives you the essentials—24/7 monitoring, automated patching, business-hours support, and endpoint security. Your technology is proactively managed instead of reactive. It's the foundation for reliable, secure IT."
Premier 24/7 - Enhanced Support
What It Is
Mid-tier managed services with enhanced support and security.
What's Included
Everything in Foundation
24/7 helpdesk support
Vantage Point SOC monitoring
Quarterly Business Reviews
Priority response times
Limited on-site visits included
Advanced security monitoring
Business Value
"Round-the-clock support and security monitoring. When problems happen at 2 AM, you have support. Our SOC watches for security threats 24/7. You get enterprise-level service with strategic planning."
When to Position
Medium businesses (50-150 users)
24/7 operations or critical systems
Clients needing better security
Clients valuing strategic partnership
Pricing Model
Typically $50-90 per device/user per month
Sales Talk Track: "Premier 24/7 adds after-hours support and our Security Operations Center monitoring 24/7. If something breaks at midnight, you have support. If attackers try to breach your systems, our SOC responds immediately. Plus quarterly business reviews ensure IT aligns with business goals."
Premium - Top-Tier Services
What It Is
Comprehensive managed services with all bells and whistles.
What's Included
Everything in Premier 24/7
vCISO services (strategic security guidance)
Unlimited on-site visits
Advanced security services
Priority escalation
Dedicated account team
Monthly executive reporting
Strategic technology planning
Business Value
"White-glove managed services with dedicated team, strategic guidance, and comprehensive security. You get enterprise IT department capabilities with executive-level strategic partnership."
When to Position
Larger businesses (150+ users)
High-value clients
Regulated industries
Clients requiring strategic partnership
Pricing Model
Typically $80-150+ per device/user per month
Sales Talk Track: "Premium provides white-glove managed services with dedicated team, vCISO strategic guidance, unlimited support including on-site, and comprehensive security. It's like having an enterprise IT department and CISO without the salaries."
Service Tier Comparison
Special Variants
Modifications to standard offerings for specific situations.
No S1 - Services Without Enhanced SentinelOne
What It Is
Service packages excluding Enhanced SentinelOne endpoint protection.
When Used
Client has existing endpoint protection they want to keep
Client has enhanced insurance-provided EDR
Budget constraints (not recommended)
Non-standard endpoint platforms
Pricing Impact
Typically $3-8/device/month reduction
Sales Guidance: "We strongly recommend Enhanced SentinelOne for complete protection, but we can provide managed services with your existing endpoint security. Note that this may limit our ability to respond to endpoint threats."
Important: Always document client acknowledgment when excluding SentinelOne. This reduces our security visibility and response capability.
Non-Profit - Discounted Pricing for Eligible Organizations
What It Is
Discounted pricing for qualified 501(c)(3) non-profit organizations.
Discount Level
Typically 10-20% off standard pricing (varies by service)
Eligibility Requirements
Valid 501(c)(3) status
Documentation provided
Approval from leadership
What's Included
All standard services at discounted rates
Sales Guidance: "We support non-profits with discounted pricing on all our services. You get the same enterprise-grade IT and security, just at rates that respect non-profit budgets."
Government (GCC) - Government Community Cloud Versions
What It Is
Special compliance-focused versions for government entities and contractors.
What's Different
Microsoft 365 GCC: Government community cloud version
Enhanced compliance (FedRAMP, CJIS, ITAR)
US-based data centers and support
Elevated security requirements
Different feature timelines
When Required
Federal government agencies
State/local government (often)
Government contractors
ITAR or CUI requirements
Pricing Impact: GCC typically 50-100% more expensive than commercial licensing
Sales Guidance: "Government entities require GCC versions of Microsoft 365 for compliance. This ensures data stays in US government cloud with appropriate security controls. Pricing is higher, but compliance is mandatory."
Important: Requires special VAR relationship and procurement processes. Involve leadership early in government opportunities.
Education - Academic Institution Pricing
What It Is
Special pricing and licensing for K-12 schools, colleges, and universities.
What's Different
Academic Microsoft 365 licensing (A1, A3, A5)
Significant Microsoft licensing discounts
Education-specific services (student device management)
Different compliance focus (FERPA, COPPA)
Typical Services
Student device management (Chromebooks, iPads, laptops)
Faculty/staff Microsoft 365
Network infrastructure (wireless for students)
Security appropriate for education
Summer break considerations
Pricing
Microsoft licensing: 70-90% less than commercial
Our services: 10-30% discount from commercial rates
Depends on public vs. private, K-12 vs. higher ed
Sales Guidance: "Education pricing leverages significant Microsoft academic discounts plus our specialized education services. We understand student device challenges, summer schedules, and education compliance requirements like FERPA."
How to Position Tool Combinations
Understanding how tools work together helps you position comprehensive solutions.
The Foundational Stack
(Every Managed Services Client)
ConnectWise RMM
Monitoring and management platform
Enhanced SentinelOne
Endpoint protection
Auvik
Network monitoring
ITGlue
Documentation
Microsoft 365
Productivity and email
Sales Talk Track: "These core tools work together to provide complete monitoring, security, and management. ConnectWise monitors everything, SentinelOne protects endpoints, Auvik watches your network, ITGlue documents everything, and we manage your Microsoft 365. It's comprehensive IT management."
The Comprehensive Security Stack
Enhanced SentinelOne
Endpoint protection (computers)
Vantage Point + SOC
Network security monitoring
WatchGuard Firewall
Perimeter security
Duo MFA
Identity protection
KnowBe4
User training
Acronis Email Security
Email protection
Sales Talk Track: "Comprehensive security requires multiple layers. SentinelOne protects computers, Vantage Point monitors your network with 24/7 SOC, WatchGuard secures your perimeter, Duo protects logins, KnowBe4 trains users, and Acronis blocks email threats. Each layer catches what others might miss."
The Complete Backup & DR Stack
Datto Appliance
Server backup (local + cloud)
Acronis Cloud
Workstation backup
Acronis M365
Email/collaboration backup
DR Planning
Recovery procedures
Sales Talk Track: "Complete data protection covers everything. Datto backs up servers locally and to cloud with instant recovery. Acronis backs up workstations to cloud. Acronis M365 protects your email and files beyond Microsoft's limited retention. Plus documented disaster recovery procedures."
The Microsoft 365 Optimized Stack
Microsoft 365 E3/E5
Productivity + security
Intune
Device management
Defender
Security suite
Entra ID P1/P2
Advanced identity
Teams Voice
Replace phone system
Copilot
AI productivity
Sales Talk Track: "Modern workplace on Microsoft 365 means your team works from anywhere on any device, securely. Intune manages devices, Defender provides security, advanced identity protects accounts, Teams replaces your phone system, and Copilot adds AI assistance. Everything works together seamlessly."
The Multi-Location Business Stack
Meraki Firewalls + WiFi
Cloud-managed networking
Azure
Centralized applications
Microsoft 365
Cloud productivity
Auvik
Multi-site monitoring
Datto
Backup at each location
Sales Talk Track: "Multi-location businesses need centralized management. Meraki provides cloud-managed networking at every site, Azure hosts centralized applications, Microsoft 365 enables collaboration across locations, Auvik monitors all sites from one dashboard, and Datto protects data at each location. You manage everything from anywhere."
Remember
These tools exist to solve business problems. Always start with the business problem, then show how the right combination of tools and services solves it. You're not selling technology—you're selling reliability, security, and peace of mind.