Managed IT

What is included

• 24/7 monitoring of servers, workstations and network devices
• Help desk by phone, email and our ticket portal
• Operating system and third-party patching
• Managed detection and response with Huntress
• Server and Microsoft 365 backup with tested restores
• Microsoft 365 administration and licensing
• Asset tracking, documentation and lifecycle planning
• Regular business reviews with your leadership

Why we only work under managed agreements

Hourly break-fix means someone arrives after the failure. Without monitoring and maintenance between calls, nobody can prevent anything. Every Pinnacle client is on an agreement that lets us keep problems from happening in the first place.

One team, in one building

Pinnacle’s engineers, help desk technicians and project staff work together in our office at 640 S. Hebron Ave in Evansville. That is a deliberate choice, and it shapes the service you get.

• Cover from someone who knows you: when your usual technician is out, the colleague covering has worked in your environment.
• Escalation is a conversation: a hard problem goes down the hall to a senior engineer, not into a queue at a remote call center.
• Consistent standards: new technicians learn beside experienced engineers on real client work, so the whole team works the same way.
• A secure, resilient office: a controlled-access building with a standby generator is a far simpler security and continuity story than staff spread across home offices.

Our response commitments

Priority	Example	Guaranteed response	Target response
! Critical	Server down or the whole office cannot work	1 hour	15 minutes
! High	A department or key system is impaired	2 hours	1 hour
! Medium	One user cannot work normally	4 hours	2 hours
! Low	Minor issue with a workaround	8 hours	4 hours
! Scheduled	New user setup, new computer install, proactive maintenance	Scheduled	Scheduled

Response times apply during client support hours, Monday to Friday, 7 a.m. to 5 p.m. Central. Critical issues outside those hours are covered under your agreement.

A quote is a quote

Our pricing is fixed and complete. If we miss a component the design needs, we supply it at no charge. No change orders for our own omissions.

Local team, in one building

Our technicians and engineers work together in our Evansville office. When your usual technician is out, the person covering has worked your environment before, and new staff learn beside experienced engineers.

Have your own IT staff? See Co-Managed IT.

Frequently asked questions

What does managed IT cost?

A fixed monthly price per user, quoted after we review your environment. The price covers monitoring, help desk, patching, security tools and backup, so there are no hourly bills for routine support.

Do you offer hourly or break-fix support?

No. We work only under managed or co-managed agreements, because monitoring and maintenance between calls is what prevents problems.

How fast do you respond?

Critical issues have a one-hour guaranteed response with a 15-minute target. The full response table is above.

What area do you serve?

Within about 100 miles of our Evansville office, across southwestern Indiana, western Kentucky and southeastern Illinois. See our service area.

We have our own IT person. Can you still help?

Yes. That is what co-managed IT is for: we add tools, depth and coverage while your IT staff stays in charge.