Frequently Asked Questions

Here's the quick test: Is someone on your team currently "the computer person" even though that's not their job? Are you waiting days for someone to show up, then getting a bill you didn't expect? Do you lose sleep wondering if you'd survive a ransomware attack? If any of that sounds familiar, you need managed IT. Most businesses with 5+ employees benefit from having a real IT team behind them.

Maybe you shouldn't — if your current setup works, great. But if you're dealing with slow response times, surprise invoices, or the sinking feeling that nobody's actually watching your systems overnight, that's worth a conversation. Call us, tell us what's going on, and we'll tell you honestly whether switching makes sense — including if the answer is no.

Usually 1-2 weeks. We document your systems, deploy our monitoring tools, and get your team set up with support access. If you're in a crisis — like your current provider just ghosted you — we can fast-track it.

Month-to-month. Either of us can end it with 30 days written notice — no term commitment, no early-termination fee. If we're not delivering, you should leave. And the price goes down the longer you stay: 10% off from year two, another 5% each year after, capped at 30%.

No. We work with what you've got. During onboarding we document everything, flag actual problems, and make a plan. We're not going to tell you to buy $50K in new equipment on day one. If something genuinely needs replacing, we'll explain why and give you options.

Call us, email support@nctriangletech.com, or submit a ticket through the client portal. For managed clients, we're also watching your systems 24/7 — so there's a good chance we've already started fixing it before you notice.

Depends on severity. If your whole office is down (P1 Critical), we respond within 1 hour — 24/7, including weekends. Major issues affecting multiple people: 2 hours. A single workstation problem: 4 business hours. A password reset or new user setup: 8 business hours. When something needs hands on it, we're on site within 48 hours.

Yes, and it's included. No site visit charge and no hourly billing for on-site visits — we bill parking if a visit needs it, and nothing else. Most issues we fix remotely, but when something needs hands-on attention, we drive there. We're based in Morrisville, so anywhere in the Triangle is a short drive.

Business hours are Monday through Friday, 9 AM to 5 PM. For managed clients, after-hours, weekend and holiday support is included — unlimited, with no per-incident charges. Critical issues (server down, ransomware) get a response 24/7 regardless.

You get a named senior engineer on our Outsourced Technology Director tier — that is the point of it, and the cap is five companies per engineer. On Managed IT you reach our help desk, which keeps the notes on your systems, your quirks, and that one printer that jams every Tuesday.

It means real protection, not just antivirus. We deploy SentinelOne on every managed device, run managed threat detection and remediation, filter your email for phishing, set up multi-factor authentication, train your employees to spot scams, and manage your firewall. If something gets through, we isolate it, restore from backup, and help with reporting and post-incident hardening. If you need a written incident response plan for an insurer or an auditor, we can build you one.

That's one of our most common requests. We handle the full setup or migration — Exchange, Teams, SharePoint, OneDrive — plus ongoing admin, troubleshooting, and training. Most of our clients run on M365.

Backup management is included, and it is monitored. More importantly, we test that the backups restore — because a backup you have never restored from is a hope, not a backup.

Yes. We support several healthcare clients, and we sign a Business Associate Agreement. We implement the technical safeguards the HIPAA Security Rule requires — encryption, access controls, audit logging — and provide documentation for audits. Nobody can certify you as HIPAA compliant — there is no such certification to issue. What we do is the IT side of it, properly.

$150 per user per month. One rate for everyone — your industry doesn't change the work, so it doesn't change the price. There's a $1,000/month minimum per managed environment, so under about seven users you're paying the floor rather than the per-user rate, and we tell you that before you sign. It covers the day-to-day: remote support, on-site visits, monitoring, backup, security. Project work, equipment and onboarding are billed separately, and we say so up front.

No catch. Your monthly rate covers all standard support — remote and on-site — including after-hours, weekends and holidays, with no per-incident charges. The extras are work outside the agreement ($150/hr in business hours, $225/hr after hours), major projects like office moves or buildouts (always quoted in advance), and equipment we buy for you, billed at our cost plus 15%. That's it.

Onboarding is one month of service. It covers initial documentation, security baseline setup, and deploying our tools across your systems — and we sometimes waive it. Either way you'll know upfront.

ACH or bank transfer is preferred. We also take credit cards and checks. Billed monthly in advance.

Yes. For one-time projects — migrations, new office setup, network overhauls — we quote a fixed price up front. Hourly work outside an agreement is $150/hr in business hours and $225/hr after hours.

Yes. We're based in Morrisville, right in the middle of the Triangle. We serve Raleigh, Durham, Chapel Hill, Cary, Apex, Wake Forest, Holly Springs, and everything in between. When you call, you're talking to someone who lives here.

Since 2024. We're newer, but our team has years of enterprise IT experience. We started from scratch, grew entirely through referrals, and now we're 4.9 on Thumbtack across 83 verified reviews.

Break-fix means waiting until something goes wrong and paying by the hour to fix it — no prevention, and the bill is whatever the problem turns out to be. We monitor your systems 24/7, so failing drives, full disks and failed backup jobs reach us as alerts instead of reaching you as surprises — and we charge a flat monthly rate you can budget for.

Absolutely. We configure secure remote access — VPNs, M365, endpoint security, MFA — so your team can work from anywhere without leaving your data sitting open. We also set up device management policies that put controls on company data when it lands on a personal device — including wiping it remotely if the device walks off.

Probably most things, but not necessarily everything. Email, file storage, and collaboration are almost always better in the cloud. But some line-of-business apps, legacy systems, or compliance requirements might need to stay on-premise. We'll assess your situation and recommend the right mix.

Totally fine. We support both platforms. Most of our clients are on Microsoft 365, but we manage Google Workspace environments too. We're platform-agnostic — we recommend whatever fits your business best.

HIPAA is the one we do today — we have healthcare clients and we sign a BAA. We also help with the North Carolina Identity Theft Protection Act. For frameworks like SOC 2 and CMMC: we can take that work on, but we haven't done it for a client as a business yet, and we'd rather say so than pretend otherwise. Either way we handle the IT side and provide documentation and evidence for audits.

Only when necessary to provide support, and only with authorization. We follow least-privilege access, encrypt everything in transit and at rest, and maintain audit logs. Our team goes through regular security training. We take your data privacy as seriously as our own.

It's your data, always. We provide a complete handoff — documentation, credentials, configurations, everything. Then we securely delete your data from our systems within 30 days and give you written confirmation.

We carry general liability insurance, and we will provide a certificate on request.