FAQ

Our managed IT service program includes unlimited remote and on-site technical support, a comprehensive cybersecurity suite, and proactive system monitoring to keep your business running smoothly. You will also receive quarterly business reviews to align IT strategy with your business goals and ongoing technical standards management to ensure your technology environment stays consistent, secure, and efficient. Read more about our managed IT services or contact us for details.

We keep IT costs predictable with a fixed monthly fee based on the number of end users. This flat rate includes unlimited support, cybersecurity protection, and proactive IT management—everything covered in our Technology Success Program.

Projects and major upgrades are quoted separately, so there are no surprises. Through quarterly vCIO strategy meetings, we help you plan for annual IT budgets, lifecycle replacements, and future technology investments, ensuring long-term financial predictability. See how pricing works in Managed IT or talk to us about a tailored plan.

Yes — managed IT services are typically far more cost-effective than hiring a full-time IT employee. With Version2, you gain access to an entire team of IT professionals who bring specialized skills and insights gained from supporting hundreds of systems and thousands of users.

You get enterprise-level expertise at a fraction of the cost of in-house staff. If you already have internal IT employees, we can also provide co-managed IT services, working alongside your team to offer advanced consulting, cybersecurity, and strategic planning. Compare options in managed IT and co-managed IT.

We aim to respond very quickly — your ticket will not sit in a queue. As noted on our site, “we respond in minutes and fix most issues within an hour.”
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‍But to be precise and align with our contractual and SLA commitments:

• Our remote helpdesk is active Monday–Friday, 7:00 AM to 7:00 PM Central Time, backed by continuous monitoring 24/7.

• Critical or outage-level issues receive a response within 1 business hour.

• High-severity or degraded-service issues get a 1–2 hour response, while routine requests or projects are addressed within 4 business days (for planning, scheduling, or non-urgent tasks).

• Many incidents are detected automatically via our monitoring systems before you even notice, letting us act faster. Review our support model on the IT support desk, or ask for current SLA metrics.

While our tools and expertise allow us to resolve the vast majority of issues remotely, we also dispatch technicians onsite when necessary.

Here is how we handle it:

• Remote resolution is our default — it’s faster, more efficient, and avoids travel delays.

• If an issue cannot be fixed remotely (hardware failure, complex network issue, etc.), we send a technician to your location.

• On-site service is prioritized by urgency and availability.

• For clients within a 60-minute travel window, there’s typically no additional travel charge. For greater distances or special access requirements, standard travel or onsite rates may apply.

All onsite visits follow security, access, and confidentiality protocols outlined in our Services Guide and MSA. Check onsite coverage via the IT support desk, or check availability for your location.

We recognize that IT issues do not always wait for business hours.

Here is what you can expect:

• Our standard support window is Monday–Friday, 7:00 AM to 7:00 PM Central Time. Outside those hours, emergency support is available on a case-by-case basis.

• After-hours or weekend work is billed at 2× the normal hourly rate, with a one-hour minimum, consistent with our service-level and billing terms in the Services Guide and MSA.

• Even when your team is offline, our 24/7 monitoring systems and Security Operations Center (SOC) continue to watch your infrastructure. Critical alerts are escalated immediately, enabling us to intervene quickly if needed.

If we miss agreed-upon response obligations (in covered hours), our uptime guarantee and service-credit policies on the website may apply (we maintain 99% uptime for core services, and service credits for downtime beyond thresholds).  See our 24/7 SOC service or contact us about after-hours coverage.

We use a multi-layered security stack to stop phishing, malware, and impersonation attacks before they reach your users. Our email threat protection platform filters spam, quarantines suspicious messages, and uses AI-driven detection to identify credential theft attempts. We also include security awareness training to help employees recognize and avoid phishing scams.

Learn more on our cybersecurity and email threat protection pages, or schedule a security review.

Every client receives a complete cybersecurity suite, designed around a zero-trust framework to protect against both known and unknown threats. Our platform includes:

‍• Next-generation antivirus and endpoint detection and response (EDR) for real-time protection.

• Zero-trust application control prevents unauthorized or unknown software from running on your systems.

• Managed firewalls and network intrusion prevention.

• Patch management, vulnerability scanning, and DNS filtering.

• Dark web monitoring and 24/7 SOC oversight for continuous defense.

This layered approach helps ensure your systems remain secure, compliant, and resilient—whether your employees work in the office, remotely, or in the cloud. See our cybersecurity & antivirus and 24/7 SOC pages, or request a tailored stack.

Yes. Our Security Operations Center (SOC) provides 24/7 monitoring and rapid response to potential threats. Automated systems detect anomalies, while our experts investigate and contain issues before they impact operations. This constant vigilance helps minimize downtime, protect your data, and maintain compliance. Read about our 24/7 SOC service or discuss coverage with a specialist.

Moving to Microsoft 365 is just the start. To maintain security, performance, and compliance, ongoing management is essential. Our responsibilities typically include:

• User and license management: provisioning, deprovisioning, and optimizing licensing.
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• Security & compliance oversight: enforcing policies (MFA, conditional access, data loss
prevention), auditing, and retention settings.
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• Monitoring & alerts: tracking service health, usage anomalies, and sync issues.
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• Backing up and recovering data: ensuring your data (mail, files, SharePoint) is backed up and recoverable according to your business needs.
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• Patching & updates: staying current with feature releases, avoiding breaking changes, and testing major updates.
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• Ongoing training & governance reviews: ensuring your team uses cloud tools correctly and evolves best practices as usage grows.

We integrate these responsibilities into your managed services plan so your cloud environment is always optimized, secure, and aligned with your business goals. See Microsoft 365 optimization and managed IT, or contact us for a governance checklist.

Your vCIO and account management team collaborate to build a strategic IT roadmap that turns technology into a predictable, growth-oriented investment. This roadmap includes:

• Annual budgeting and forecasting to keep IT spending transparent.

• Lifecycle planning for hardware, software, and cloud assets.

• Risk management and compliance alignment to protect your business.

• Technology recommendations that enhance productivity, profitability, and customer experience.

By connecting every IT decision to business outcomes, Version2 helps you plan smarter, operate leaner, and grow confidently—knowing your technology strategy supports your long-term vision. Review our services like Data backups & disaster recovery and offsite backup, and document clear RTO/RPO objectives for each critical system so you know exactly how recovery will work when it matters most.

While these terms are closely related, each plays a distinct role in protecting your organization from downtime and data loss.

A backup is a secure copy of your data — such as files, emails, databases, or system images — created on a regular schedule. Backups allow you to restore individual items or systems if they’re accidentally deleted, corrupted, or impacted by ransomware.

Disaster recovery (DR) is the process and technology used to restore full systems and infrastructure after a significant outage or event. DR focuses on quickly bringing servers, networks, and applications back online, often using virtualized replicas, off-site recovery environments, and failover systems that minimize downtime.

Business continuity goes a step further. It’s the strategic framework that ensures your organization can continue operating even while recovery efforts are underway. This includes communication planning, cloud failover, remote access readiness, vendor coordination, and recovery prioritization—all designed to keep your people productive and your customers supported during disruption.

In short: backup protects your data, disaster recovery restores your systems, and business continuity keeps your business running. Version2 helps you plan and manage all three so you’re prepared for anything—from a lost file to a full-scale outage. Get the full picture in data backups & disaster recovery, or map your DR and BC plan with us.

Our onboarding process is designed to be structured, transparent, and stress-free, ensuring a smooth transition from your current IT environment to a fully managed, proactive partnership with Version2.

Here’s how the process typically works:

• Orientation: We start by introducing your team to ours, reviewing how to contact support, submit tickets, and communicate with your dedicated account and vCIO team. Everyone knows who to reach and how to get help from day one.

• Discovery & Assessment: We evaluate your current systems, network, and cybersecurity posture to identify strengths, risks, and opportunities for improvement.

• Planning & Documentation: Our team develops a detailed onboarding plan, documents your IT environment, and aligns short-term actions with your long-term business goals.

• Implementation: We deploy our monitoring, backup, and cybersecurity tools with minimal disruption to your users.

• Strategic Kickoff: Your vCIO leads a planning session to establish your first 12-month IT roadmap—focused on growth, stability, and efficiency.

• Handoff: Once setup and validation are complete, we formally transition your account to our managed services team, ensuring continuity and ongoing accountability.

From start to finish, our process makes IT predictable, proactive, and aligned with your business objectives. See how onboarding fits into managed IT or contact us to review a sample 90-day plan.

Co-managed IT services are a collaborative partnership between your internal IT staff and Version2’s team of professionals. Instead of replacing your IT department, we extend and enhance it—providing additional manpower, advanced tools, and strategic guidance when and where you need them.

Your internal team continues managing day-to-day support while Version2 delivers the monitoring, cybersecurity, backup management, automation, and vCIO-level strategy that keep systems running securely and efficiently.

We’re here to strengthen your existing IT foundation—not to take it over. Learn about our co-managed IT services or or co-create an escalation matrix with our team.

We do everything we can to make your migration smooth, efficient, and with minimal disruption.

Our migration approach includes:

• Pre-migration planning: we analyze your current infrastructure, mail flow, identity settings, and custom applications to identify issues in advance.

• Pilot & test migrations: we migrate a small group first, validate data integrity, email forwarding, permissions, and make adjustments before full rollout.

• Phased migration windows: we schedule cutovers during low-use hours or off-peak times to reduce impact.

• Parallel execution & synchronization: while your data syncs and mailbox transfers are in progress, users can continue working in both systems until cutover.

• Post-migration validation & support: after the final switch, we verify mailbox content, permissions, and ensure that everything (e.g., Teams, SharePoint links, OneDrive files) works as expected.

If needed, we can also provide coexistence configurations (hybrid setups) to allow both on-premises and cloud systems to operate seamlessly during the migration period. Explore cloud migration & integration and Microsoft 365 optimization, or scope your move with us.