Frequently Asked Questions
Quick answers to the questions we hear most. Pricing, contracts, support, security, and how we work with your business.
Getting Started & Onboarding
How does onboarding work with Revtek?
Onboarding starts with a discovery call to understand your environment. We then conduct an on-site or remote assessment of your hardware, network, and security posture. Within 30 days, our team has full visibility into your systems, documentation is in place, and your users know exactly who to call for support.
How long does onboarding take?
Most clients are fully onboarded within 30 to 45 days. Smaller offices under 25 users typically wrap in 2 to 3 weeks. Larger or more complex environments take longer, but you have direct support from day one regardless.
Are there onboarding or offboarding fees?
No. Onboarding and offboarding are included in your contract at no additional cost. We believe these costs should not be a barrier to switching to a better IT provider.
What happens if we want to leave?
We hand over all documentation, credentials, and configurations cleanly. You own your data and your systems. We are confident in our service, but we never make leaving difficult.
Will you work with our existing IT person or team?
Yes. Our co-managed IT plan is built specifically to support internal IT teams. We handle the heavy lifting (monitoring, helpdesk overflow, security, projects) while your team focuses on what they do best.
Pricing & Contracts
How is your pricing structured?
We charge per user per month with our managed services plan. The plan includes unlimited support, monitoring, security tools, and standard licensing. We will quote you a clear all-inclusive price after the initial assessment with no surprise add-ons.
How long are your contracts?
Standard managed services agreements run three years, with the option to terminate in year one or year two if our service does not meet your expectations. We also offer one-year plans, but the three-year option qualifies for a discount.
Are there any hidden fees?
No hidden fees. Your monthly bill covers all support, monitoring, security tools, user licenses, and standard maintenance. The only items not included are new hardware purchases and project work, both of which are quoted separately and approved by you in advance.
Do you offer block hours or pay-as-you-go?
Yes. We offer block hours for businesses that prefer a non-managed engagement model. Block hours are pre-purchased in 10, 25, or 50 hour increments and used as needed for support and projects.
Will my pricing go up over time?
Pricing is locked for the term of your agreement. Annual reviews may adjust pricing for major changes (significant user count growth, new locations, expanded services), but you will never see a surprise bump mid-contract.
Do you charge extra for after-hours support?
No. Our managed services plan includes 24/7 monitoring and support. Critical issues are addressed any time, day or night, with no on-call premium.
Do you charge for printer services?
Printer setup, management, and support are included as part of our standard services. For new printers, we recommend a local Managed Print Services partner who will handle leasing, toner, and maintenance separately.
What payment methods do you accept?
We accept ACH, credit card, and check. Most clients are billed monthly via ACH on the 1st of the month for the upcoming service period.
Service & Support
How quickly will you respond to support requests?
Our standard response is 15 minutes for critical issues, 1 hour for high-priority requests, and 4 hours for general questions. Most issues are fully resolved within the same business day.
How do my users contact support?
Users can call our support line, email a dedicated address, or submit a ticket through our portal. Whichever channel they prefer, the issue gets triaged into the same system and tracked from open to resolution.
Is my support handled by overseas teams?
No. Our support team is U.S.-based. You get a real human who knows your environment, not a call-center script.
Will I have a dedicated point of contact?
Yes. Each client has a designated account manager and a primary technical lead. Both know your environment, your priorities, and your team. Escalations go through them.
Do you provide on-site support?
Yes. Most issues are resolved remotely, but on-site visits are included for hardware swaps, complex installations, and any time you specifically request a tech on site. Travel within Chicagoland is included; travel beyond may have a small fee.
How often do we get reports on our IT environment?
You receive a monthly summary report covering tickets resolved, security incidents, patch status, and system health. We also do quarterly business reviews to align IT spend with your business goals.
Can you help with software training for our team?
Yes. We offer end-user training for Microsoft 365, common business apps, and security awareness. Most training is delivered remotely on a recurring schedule.
Do you support remote workers?
Absolutely. We support remote and hybrid workers the same way we support in-office users: VPN setup, secure remote access, endpoint security, and full helpdesk coverage regardless of location.
Cybersecurity & Compliance
What security tools are included in managed services?
Every managed services seat includes endpoint protection, EDR, email security, multi-factor authentication, DNS filtering, and 24/7 SOC monitoring. These are not add-ons. They are baseline.
Can you help us meet HIPAA, PCI, or SOC 2 requirements?
Yes. We have experience supporting clients in regulated industries. We will work with your compliance partner to implement the technical controls required by your framework, and we will document everything for your audits.
What happens if we get hit by ransomware?
Our 24/7 SOC and EDR will detect and contain most ransomware attempts before they spread. If something gets through, we have tested backups, disaster recovery plans, and incident response procedures to get you back online quickly.
Do you provide security awareness training?
Yes. Cybersecurity training is part of our managed services plan. Monthly micro-training videos and simulated phishing tests are included. Most clients see a 90% reduction in user click-through on phishing tests within six months.
How do you handle data backups?
Backups are automated, encrypted, and stored both locally and in the cloud. We test restores quarterly. If your data gets lost or corrupted, we can restore from the most recent backup in minutes, not days.
Projects & Implementations
Do you handle IT projects outside of managed services?
Yes. We handle network installations, cloud migrations, server replacements, VoIP rollouts, and other one-time projects. Each project starts with a detailed Statement of Work that defines scope, timeline, and pricing in advance.
What types of projects do you typically handle?
Common projects include Microsoft 365 migrations, network upgrades and rebuilds, server consolidations or cloud migrations, VoIP/phone system implementations, structured cabling, and security tool deployments. We can also tailor a project to your specific need.
How do you scope and price projects?
Every project starts with discovery: what are you trying to accomplish, what is the current state, what constraints apply. We then provide a detailed Statement of Work with milestones, deliverables, and a fixed price or hourly estimate for ambiguous scopes. You sign off before work begins.
Can you help us move from Google Workspace to Microsoft 365?
Yes. M365 migrations are one of our most common projects. We handle mailbox migrations, file and shared drive migrations, user training, and post-migration support. Most migrations complete in 2 to 4 weeks with minimal disruption to users.
Do you provide ongoing project support after go-live?
Yes. For managed services clients, post-project support is included. For one-time project clients, we offer 30 to 90 day post-go-live support windows. After that, support is available via block hours or by transitioning into managed services.
Tools & Equipment
Do we need to buy our own equipment?
You purchase your own end-user devices (laptops, phones, monitors). We provide guidance on what to buy. For network gear (firewalls, switches, access points), we either lease ours to you at no extra cost or recommend specific products if you prefer to own.
Can we keep our existing equipment?
In most cases, yes. During onboarding we assess your existing hardware. If it meets quality and security standards, we keep it. If something is end-of-life or unsupported, we will recommend replacements with clear cost and timeline.
What software licenses are included?
Our managed services plan includes all back-end management licenses (RMM, EDR, monitoring, security tools). End-user licenses (Microsoft 365, Adobe, line-of-business apps) are billed separately at vendor cost or added to your monthly bill at our discretion based on volume.
Do you support Apple/Mac devices?
Yes. We support both Windows and macOS environments. Many of our clients are mixed-platform shops, and we have full mobile device management for both iOS and Android as well.
Let's Talk
No pressure. No pitch deck.
Whether you have a quick question, need a hand with a project, or just want to talk through what your business needs from IT, we want to hear from you. Tell us a little about your situation and we'll be back within one business day with availability and next steps. Real humans, every time.
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