Frequently Asked Questions

Businesses typically utilize our services in the following ways:

Managed IT Services

Our Managed IT Services offer end-to-end responsibility for your organization’s IT infrastructure and operational efficiency. From proactive maintenance to troubleshooting and strategic planning, we ensure your technological assets operate smoothly, securely, and at peak performance.

Short-Term Projects

Thanks to our decades of experience in IT, we expertly manage projects to ensure faster, more cost-effective execution of projects, such as Datacenter Installations, Office Moves, Conference Room Setups, Network Setup/upgrades, Google Workspace Migrations, etc.

Cybersecurity & Compliance

Thanks to our internal compliance journey and extensive experience helping our clients achieve and maintain compliance requirements, including SOC 2, ISO 27001, HIPAA, etc., we offer comprehensive Cybersecurity & Compliance services that cover every aspect of IT security and risk management.

Yes, we work with the internal IT teams of many of our clients. Our Co-Managed IT Services plan creates a dynamic partnership between your in-house IT team and our seasoned experts. This model blends your team’s deep understanding of your business with our technical expertise, resulting in enhanced IT performance and scalability.

We can take the mundane day-to-day IT management tasks off the plate of your internal team enabling them to focus on projects of strategic business importance. Alternatively, we can also provide subject matter expertise helping you address skills gaps on strategic projects.

Our clients get access to a comprehensive, enterprise-grade IT department tailored to meet their unique needs. Our wide-ranging services include:

• End-User Support: Our team provides responsive and personalized support for end-users, addressing IT issues swiftly and minimizing downtime.

• Cybersecurity: We offer robust cybersecurity solutions, including threat detection, vulnerability assessments, endpoint protection, and incident response, to safeguard critical assets and sensitive data.

• Infrastructure Management: We handle all aspects of IT infrastructure, including servers, cloud environments, and network systems, ensuring they are optimized for performance, reliability, and scalability.

• Device Management: Through our proprietary Bonboard platform, we provide efficient device onboarding, monitoring, and maintenance, enabling businesses to seamlessly manage their IT assets.

• Compliance Support: Our expertise in regulatory frameworks such as HIPAA and SOC 2 helps clients maintain compliance, mitigate risk, and prepare for audits.

At Jones IT, we are dedicated to delivering IT services that simplify technology for our clients, so they can focus on running and growing their businesses with confidence.

Upon selecting Jones IT as your IT vendor, you will be assigned to one (or more, depending on your organization’s size and regional presence) of our 6–8-person support teams. A Team Manager will schedule a kickoff meeting with your stakeholders to map out roles, responsibilities, and processes.

During this meeting, we will:

1. Review the processes we’ll support (e.g., onboarding/offboarding, IT helpdesk, etc.)

2. Ingest any existing documentation you have, make recommendations for improvements, and take ownership from there.

3. Repeat this review and handoff process for each of our responsibilities.

Once this framework is established, we will begin supporting issues as they arise while iteratively refining and improving processes to better suit your needs.

Typical onboarding time ranges from 1–4 weeks, ensuring a seamless transition with minimal disruption to your operations.

At Jones IT, we believe in adhering strictly to defined policies for handling unresolved issues or breaches of Service Level Agreements (SLAs). Our escalation policy outlines clear steps for addressing these situations, ensuring transparency and accountability.

When an SLA breach occurs, we treat it as a critical event, with all available resources immediately rerouted to resolve the issue. Simultaneously, we establish open lines of communication with the client and their key decision-makers, providing real-time updates on the issue, steps being taken, and expected resolution timelines.

This approach ensures that incidents are handled swiftly and collaboratively, minimizing disruption and restoring normal operations as quickly as possible.

Our philosophy is to meet your team at the minimum point of resistance, ensuring a seamless support experience. For most of our clients, this means providing support directly through tools like Slack or Microsoft Teams.

That said, our support model is completely customizable. You can contact us through:

• Jones IT’s or your in-house ticketing system,

• Phone or email,

• Messaging platforms of your choice.

Regardless of the method you prefer, we ensure that all actions and resolutions are thoroughly documented. This documentation is always accessible to you, providing full transparency into the support we provide and enabling your team to stay informed.

Our flexible approach ensures that helpdesk services are tailored to your specific needs while maintaining the highest standards of responsiveness and accountability.

Jones IT operates Monday through Friday, 8:00 AM to 6:00 PM PST. We also support pre-scheduled projects outside of standard hours. While we do not staff a 24/7 service desk, we have 24/7 monitoring systems for your infrastructure and coordinate with our EST-based team to extend support coverage if needed—all without additional charges for after-hours support.

We provide weekly reports that offer detailed insights into the work performed on your systems. These reports include:

1. Time spent on specific tasks,

2. A breakdown of where time was allocated,

3. The names of team members who performed the work,

4. When the work was completed.

While we can provide metrics such as ticket resolution statistics upon request, we believe these numbers can often be misleading. Many MSPs are incentivized to prioritize metrics over meaningful outcomes, which can detract from delivering real value to clients. Instead, our focus is on providing transparency and actionable insights that reflect the quality and impact of our work.

This approach ensures that reporting is both informative and aligned with your organization’s needs.

Jones IT has developed a proprietary platform, Bonboard, for the comprehensive asset management needs of its clients. Our warehousing facility allows Jones IT to act as the central hub for all your assets. This includes managing inventory, ensuring timely procurement, and securely handling equipment until it is ready for deployment or decommissioning.

Bonboard is an included benefit of working with Jones IT and is free for all our customers. The platform provides full lifecycle management of your organization's assets, from procurement to retirement.

Our approach streamlines asset management, reduces overhead, and ensures your organization always has a clear and accurate understanding of its IT inventory.