From the Desk of: Bryan Pryor, vCIO
Congratulations on taking the first step in securing a safer, smarter IT environment for your business! At Integrity IT, we aim to be the best provider of technology support and services for our customers and
Here’s a look at what sets Integrity apart from other IT service providers. 1.
What makes Integrity IT the clear choice?
the community. As your trusted
From our 20+ years of experience in compliance to our proactive and
technology partner, we’re committed
innovative IT philosophy, the difference is in our highly specialized
to delivering exceptional service,
services, 24/7 customer support and skilled team of professionals.
forming meaningful relationships,
2.
creating a culture of accountability
Since 2000, we’ve been providing Kentucky businesses with the
and pursuing every goal with tenacity.
support and service they deserve. Our client testimonials offer a firsthand glimpse at their experiences with Integrity.
The items in this package will give
3.
you a head start in learning about
How do we stack up to other IT services providers? We welcome you to compare Integrity IT to others as you evaluate
Integrity IT and why we are a leader in
your IT needs. Our checklist outlines important questions you should
Managed IT Services. Sincerely,
What do our clients have to say?
consider in order to feel confident in your decision. 4.
What managed IT services do we provide? This summary makes it easy to understand what’s included in a
Bryan Prior
Comprehensive Managed IT Contract from Integrity IT.
vCIO 5.
How are we dedicated to your success? Our Client Bill of Rights demonstrates our commitment to providing every client with a positive experience.
6.
What if an issue arises? With our Make It Right Guarantee, we pledge to go above and beyond to resolve any situation that does not meet your satisfaction.
I look forward to seeing you on:
Date _________________________________________ Time ____________________ Location ________________________________________________________________
P.S. For your security, we’ve enclosed a data blocker to use when charging. This device physically blocks the connections needed to transfer data so you can feel safer when charging in public areas where “juice jacking” might occur. Using it on the end of your charge cable will also prevent your work computer from syncing with your personal phone when charging at work.
WELCOME LET TER
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WHAT MAKES INTEGRITY IT THE CLEAR CHOICE?
Proven Experience in Managing Business Risk
A Smarter Business Plan with vCIO
Protecting your data has never been more important than
While many IT companies function with a break-fix
it is today. In a world where technical tools are no longer
approach to technology support, a smaller number of
enough, human expertise and evaluation is required
providers offer the more proactive model of managed IT
to keep you safe. To tackle the ever-growing problem
services. Very few, like Integrity IT, have the knowledge
of hackers and ransomware, we continuously research,
to help you to create a three-to-five-year IT roadmap and
test and implement innovative solutions that keep
improve the IT maturity of your organization.
your business as compliant and secure as possible. Our advanced security certifications and expertise also keep us
Round-the-Clock Local Support
on top of the quickly changing threat landscape.
You need your IT systems available when your office doors
°° Quality Risk Assessments °° Daily Backup Management °° Insurance °° Managing System Vulnerabilities
A Proactive IT Philosophy
open. Behind the scenes, we are constantly monitoring your network environment for warnings and alerts of potential issues and failures. Our Tier 2 and 3 Engineers are on-call 24/7/365 to resolve issues that threaten your network. You’ll find peace of mind knowing we always have your network covered, no matter what.
We learned long ago with our own business the importance
We Love What We Do
of staying ahead of constant changes to IT and security.
At Integrity IT, we believe in always treating our employees,
Rather than waiting for problems to arise, we proactively mitigate risk by helping you plan the improvements and maintenance required to meet your business goals.
20+ Years of Compliance With a deep understanding of data safety and healthcare,
partners and clients with respect and kindness. We understand the importance of supporting our staff so they can give our clients great service with a smile. For seven years in a row, we’ve been named one of the Best Places to Work in Kentucky—a testament to our culture of trust, innovation and collaboration.
we’ve worked under HIPAA compliance and the Security Rule since 1996. We know that providers don’t want to spend time serving technology, and are committed to helping your technology serve YOU effectively and efficiently.
W H AT M A K E S IN T EGR I T Y I T T HE CLE A R CHOICE
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WHAT OUR CLIENTS SAY
Building strong relationships with clients throughout the Commonwealth.
Quality. Experience. Value. We’ve never had a full-service IT firm before, but I love the easy access to support. Integrity IT’s skilled and knowledgeable technicians give us quick responses. Everyone we work with is always friendly and makes me feel like we are family! We have complete peace of mind knowing our equipment and data is being SHANNON CALLAHAN Business Manager Long Construction Management
cared for and monitored 24/7. I would not hesitate to recommend Integrity IT for their quality work and experienced team at a fair price!
Thorough. Proactive. Responsive. Using Integrity IT to host and manage our IT services simplifies our process for addressing IT issues. I’ve worked with many of the local IT firms and found that Integrity IT offers a more proactive approach. Previously, we had to reach out to our IT company, our ISP, and our electronic medical records company, who often couldn’t agree on who/what was at fault. Now, we just call Integrity IT, and they help us solve the problem. MELODY BLAUSER Practice Manager Ortho KY
Integrity IT thoroughly researches and holds meetings for all big projects to make sure they are including all relevant considerations that will affect the implementation and success of the project. They’ve helped us with projects of all sizes from new hardware/software, our migration to hosted environment, and moving our IT infrastructure to a new location.
Secure Solutions. Satisfied Clients. Integrity IT.
I’m very pleased with the service and support our group has received from Integrity IT. They are thorough, proactive and responsive. I also enjoy speaking to the same handful of people whenever we have an issue because they are familiar with our systems and can respond quickly.
READ MORE
W H AT OUR CLIEN T S S AY
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Security. Patience. Peace of Mind. Having Integrity IT manage our day-to-day technology gives us a sense of security and peace of mind. Integrity IT’s staff is personable and meets you where you are. I really like that we’ve formed a healthy relationship with several team members. We’re very comfortable asking any question about our network and infrastructure. If you want someone that has patience, answers questions in a very timely manner, TARI YOUNG IT Engineer First Baptist Church Bracktown
and manages your IT infrastructure seamlessly, then choose Integrity IT. We’re extremely pleased and greatly appreciate all that Integrity IT has done.
Patient. Smart. Glitch-Free. Our Nextech upgrade was the most successful we've experienced! Since 2012, we have dreaded updates and the downtime experienced the next day with our devices. With Integrity IT, it was glitch-free and uneventful as it gets, which is the best scenario for us. Integrity IT has great people who are extremely smart, patient and understanding. Our group can be challenging to deal with sometimes, but Integrity takes good care of us. They literally jump through hoops for us and we are forever grateful. Linzy Wills Practice Administrator Dermatology Consultants
Reliable. Honest. Cutting-Edge Technology. Our biggest pain point with other IT providers has been customer service. It’s important to pick an IT partner that is responsive to issues. Integrity has always been very responsive to any and all issues. They are even courteous enough to respond to simple information requests and low priority items. Often, with other IT providers, these low priority items sit for weeks or months without forward movement. The amount of time saved in monitoring, troubleshooting, analyzing and reporting IT information has been tremendous. The level of proactivity, automation, and sophistication of the tools introduced into our infrastructure as part of the Managed Services are wonderful.
BRANT POORE CEO Information Capture Solutions
I don’t see how you can go wrong with picking Integrity as an IT partner. The tools for security, windows updates, anti-virus, intrusion detection are all using cutting-edge technology. The customer service is competent and reliable, and the salespeople are honest and trustworthy. Integrity will sit down with you to understand your pain points and then tailor a plan to meet your exact needs, from small to large. They are big enough to cover all your needs, but small enough to create a plan just for you.
Broad Experience. Depth of Knowledge. Integrity hit all the requirements we were looking for in an IT firm. As a mid-sized company, they are large enough to provide the level of expertise we need—but not so Alex Tietz IT Manager Denham-Blythe
large that we don’t know all of the people we work with. Their staff also enjoys their jobs and consistently asked what we needed, rather than offering services we don’t need. With broad experience, Integrity IT was able to be familiar with what we do at Denham-Blythe on a daily basis.
W H AT OUR CLIEN T S S AY
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IT SERVICES PROVIDER COMPARISON CHART Use This Checklist To Compare IT Services Providers Before You Make Your Decision Do they answer their phones live if you must reach them urgently? Do they have a written, guaranteed response time to support tickets you submit? Do they provide weekend and after-hours support, or is that extra? Do they have regular business reviews? Do they have a vCIO involved in your account for high level business planning? Do they take the time to explain things in plain English? No “geek speak”? Do their technicians arrive on time and dressed professionally? Do they provide detailed invoices explaining what you are paying for?
Company
Company
1
2
Do they have adequate errors and omissions, business liability and workers’ comp insurance to protect YOU?
Do they insist on monitoring your network 24/7/365 to PREVENT problems from turning into downtime and business disruption?
Do they have on-call engineers that take care of critical alerts 24/7/365? Do they have on-call escalation points, such as business owners?
Do they provide reports on backups, patches and updates so you know for sure that your systems are secure and protected?
Do they provide you with network documentation?
Do they have other technicians on staff who are familiar with your network, or are they a “one-man band” who could go sick or missing when you really need them?
Do they insist on having on-site AND off-site backups? Do they verify daily that the backup copy was successful? Do they insist on backing up your network BEFORE a project or upgrade? Will they assist you with disaster recovery planning? Is their help desk local/in-house, US-based or outsourced overseas?
In House
Do their technicians maintain technical certifications and participate in ongoing training?
Do they have experience in providing Security Risk Assessments and Compliance Audits?
Do they provide cybersecurity training to your employees? Do they offer an advanced cybersecurity protection program? Will they create and help you enforce an Acceptable Use Policy (AUP) for your staff? Will they take ownership of dealing with your ISP, phone company and line-of-business applications, or are you on your own?
Your Choice:
IT SERVICE PROVIDER COMPARISON CHART
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SUMMARY OF MANAGED IT SERVICES Servers / Storage 24x7 Monitoring, Alerting and Support Patch management (Security & Critical Only) Patch Problem Remediation and Roll Back Centrally Managed Anti-Virus / Anti-Malware Malware and Virus Removal Active Directory Troubleshooting Active Directory Management (Adds, Moves, Changes) Hardware Troubleshooting (Vendor Support Agreement Required) Server Restores from working backup (For Integrity IT Approved Backup Solutions) Firmware/Driver Updates (For Security or to Fix Issue Only) Backup & Restore (local & offsite) Failed Hardware Component Replacements - (Vendor Support Agreement Required)
INCLUDED
Hardware Repurpose/Relocation OS Upgrades (Windows Server, VMware, etc) Server Replace / OS Rebuild Response to Acts of God / Disaster Recovery
24x7 Monitoring, Alerting and Support Internet & WAN Connectivity Network topology diagrams Offsite Backup & Restore of Device Configuration Firewall Administration VPN Administration and Support Hardware Troubleshooting (Vendor Support Agreement Required) Firmware/Driver Updates (For Security or to Fix Issue Only) Failed Hardware Component Replacement (Vendor Support Agreement Required)
INCLUDED
NOT INCLUDED
OS Upgrades
Physical Wiring Issues
OPTIONAL
Hardware Repair
Hardware Relocation
OPTIONAL
Hardware Repair
Network Infrastructure
NOT INCLUDED
LEARN MORE
SUMMARY OF MANAGED IT SERVICES
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SUMMARY OF MANAGED IT SERVICES CON T INUED
Workstation / Mobile Devices Support (8x5 M-F 8AM - 5PM EST) Workstation status & performance reporting Patch management (Security & Critical Only) Internet Content Filtering Centrally Managed AntiVirus/AntiMalware Malware and Virus Removal Firmware/Driver Updates (for Security or to fix issue only) Mobile Device Management - Basic (Email Support / Remote Wipe / Require PIN / Timed Locking) Failed Hardware Component Replacement (vendor support agreement required)
INCLUDED
NOT INCLUDED
Hardware Repair
OS Major Version Upgrade (Win7 > Win10) Computer Replace / OS Rebuild Hardware Repurpose/Relocation Mobile Device Management - Advanced (Provisioning,
Application Mgmt, Security, etc.)
Account Management Account Manager 5 Year IT Roadmap IT Budgeting Assistance Technology Business Reviews (Quarterly or As Needed) Asset Reporting Vendor Warranty/Support Renewal Management Hardware & Software Sourcing
INCLUDED
NOT INCLUDED
SIEM / Log Capture / Threat Detection & Alerting
SUMMARY OF MANAGED IT SERVICES
OPTIONAL
vCIO Services
Enhanced Security
OPTIONAL
INCLUDED
NOT INCLUDED
OPTIONAL
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CLIENT BILL OF RIGHTS At Integrity IT, we believe every client is entitled to receive the absolute best services and support possible. To that end, we pledge to uphold the following rights to all of our clients. Whether you choose to work with us or another IT provider, remember that this level of service, honesty and integrity is always your right.
YOUR RIGHTS 1.
All requests will be responded to and resolved quickly.
touching your computer network and data.
minutes or less during the workweek. On weekends
We pledge to never outsource your support to a
and evenings, emergencies will be responded to
third-party company. Your account manager and
within 30 minutes. It’s also our promise to show up
support team will know you, your company and your
to scheduled meetings on time, and give as much
preferences.
to circumstances beyond our control.
3.
4.
You will receive individual attention and know who is
We pledge to respond to your request within 12
advance notice as possible if we must reschedule due 2.
5.
6.
Every aspect of your IT assets will be fully disclosed. We pledge to provide complete documentation of
Your questions will be answered in plain English.
all hardware and software assets, as well as all data,
We pledge to never use “geek speak” or talk down to
systems and passwords managed by Integrity IT, so you
you about an IT-related topic.
never feel “held hostage” by your IT company.
Exceptional services will be provided by friendly
7.
Invoices will be delivered accurately and on time.
people who appreciate your business.
We pledge to do our best to deliver on-time and
We pledge to always treat you and your team with the
on-budget services, review invoices prior to sending,
utmost level of courtesy, professionalism and respect
promptly adjust any mistakes and communicate
at all times.
unforeseen issues that may arise during project
Integrity IT will lead the way in innovative technologies
implementation.
to improve your profitability and productivity, and
8.
Your business will always be protected.
protect your business assets.
We pledge to maintain error and omissions insurance,
We pledge to stay on the cutting edge of technologies,
as well as workers’ compensation and business liability,
cybersecurity and office productivity tools so you are
in the unprecedented event of a mistake on our part. If
always presented with best-in-class options.
we make a mistake, we own it and make it right. 9.
24/7 access to the status of your account and support requests. We pledge to provide secure access to the status of your requests via our Service Portal 24 hours a day, seven days a week, as well as communicate the progress of resolving any issue.
Without satisfied clients, our business would not exist. It’s our job to go above and beyond to provide the service and support your business deserves. Our Client Bill of Rights, along with our continuous investment in people, processes and technology, demonstrate our deep commitment to every client’s success.
CLIENT BILL OF RIGHTS
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MAKE IT RIGHT GUARANTEE
If you are ever dissatisfied with any service, call and LET US KNOW. We will work with you to correct the issue and MAKE IT RIGHT. We are completely confident in our ability to fix whatever problems you have and make you thrilled that you called us. Our staff work from our CORE VALUES and we aim to build a relationship with you based on RESPECT, INTEGRITY and QUALITY.
Our Core Values Partners in our client’s Success. Continuous Improvement. Honesty. Service Oriented. Employee Owned. Client Value Focused. Invest in our Employees.
Call your Account Manager for any issues or concerns. If not resolved to your satisfaction, call Bryan Pryor or Phillip Miller 859.899.8841.
MAKE IT RIGHT GUAR ANTEE
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