Support Resources
Frequently Asked Questions
Everything you need to know about our Apple-first managed IT services, SLAs, and technical support model.
Why do you focus exclusively on Apple devices?
Apple devices operate differently than Windows PCs. They require distinct deployment workflows (like Apple Business Manager), unique security configurations (FileVault, TCC controls), and specialized troubleshooting. By focusing on Mac, iOS, and iPadOS, we provide unmatched support quality rather than generic helpdesk solutions.
Do you support Windows PCs at all?
We are an Apple-first MSP, meaning we design systems around the macOS/iOS ecosystem. We will support mixed-environment offices where the primary workload is Mac but select staff run Windows, provided they integrate with our cloud identity and security baselines.
What are your standard support response times (SLAs)?
For managed IT clients, remote helpdesk response is typically under 1 hour for standard requests. Critical issues (network down, security incidents) receive immediate attention with guaranteed under-4-hour SLAs, including 24/7 emergency lines.
How does remote IT support work?
We pre-configure all Macs with a lightweight secure remote management agent. When you request help, we can view your screen (always with your explicit permission) to resolve issues instantly, eliminating the wait for on-site travel.
Do you travel to remote communities in Alaska?
Yes. While we handle over 95% of support requests remotely, we travel on-site to Anchorage, Fairbanks, Juneau, the Kenai Peninsula, and Southeast Alaska for hardware installations, structured wiring audits, and critical project rollouts.
Is there a minimum contract size for your managed IT?
No strict employee minimums, but our managed IT plans are designed for growing teams of 5 to 150 employees. We offer flexible, scale-as-you-grow pricing that matches your current user count.
What makes your hardware recommendations different?
We advocate for 'zero-subscription' hardware like Ubiquiti UniFi. Instead of paying licensing fees every month just to keep your switches or firewall active, you buy the hardware once and we manage the system controller for you, drastically lowering long-term IT overhead.
Have a question not listed here?
Our support engineers are ready to help. Reach out directly for personal answers.