Co-Managed IT

Who it is for

• An IT manager who is the only person who knows the network
• A small IT team that cannot cover nights, vacations and projects at the same time
• Organizations facing a project bigger than the team: a server refresh, a VMware exit, a compliance audit

Who does what

Area	Your IT team	Pinnacle
Priorities and user relationships	Owns	Supports
Monitoring, patching and security tools	Uses	Provides and manages
After-hours and vacation coverage	Escalates	Covers
Server, storage and virtualization projects	Directs	Designs and builds
Dell hardware, warranty and renewals	Approves	Quotes, deploys, tracks
Documentation	Shares	Maintains
Compliance evidence	Reviews	Collects and reports

This is the typical starting point; each agreement sets its own split to fit your team. Need project hours on top? See Project Block Time.

What you get

• Our full monitoring and security stack on your systems
• Senior engineers on call for escalations
• Dell storage, server and Hyper-V expertise
• A team in Evansville you can actually meet

Frequently asked questions

What is co-managed IT?

A partnership where your in-house IT staff keeps ownership and priorities, and Pinnacle adds monitoring and security tools, senior engineers, project help and after-hours coverage.

Will co-managed IT replace my IT staff?

No. It is designed to make your IT staff more effective, not to replace them.

Can co-managed IT cover vacations and after hours?

Yes. Coverage for nights, weekends and vacations is one of the most common reasons organizations choose it.

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.