Topshelf Technology / Managed IT
Managed IT services.
Keep work moving.
Managed IT services bring your people, devices and infrastructure into one accountable relationship. Get proactive monitoring, practical help desk support and a team that knows your environment.
Lakewood, Colorado. Serving businesses nationwide since 2012.
One operating relationship
Your people.
Your systems.
One team.
Select the service level. Define the managed environment. Know who owns the next step.
01 / Workstations + identities
02 / Infrastructure + operations
03 / Planning + accountability
Host / Support
The problem was never the ticket.
It was who owned it.
When IT is split across vendors, every issue starts with an investigation into whose problem it is. That is time your team loses before the work can even begin.
Topshelf takes responsibility for the environment in your agreed scope. We document it, maintain it and support the people who depend on it.
No finger pointing. No vendor confusion. No explaining the issue multiple times.
Need us to coordinate with third parties? Vendor Management is available as a separate add-on.
01 / Coverage
What we run.
Managed IT services built around the systems you actually use. Define the managed components up front so responsibilities stay clear.
01
Proactive monitoring
Workstation health monitoring runs around the clock. Alerts and tier-appropriate remediation help address issues before they disrupt the day.
02
Help desk support
Unlimited reasonable remote help desk during standard support hours, with troubleshooting for everyday applications, printers and peripherals.
03
Cloud platforms + identities
Routine Microsoft 365 and Google Workspace administration, plus supported cloud infrastructure and Azure services within the agreed scope.
04
Servers + networks
Supported Windows and Linux servers, physical or virtual, and business network infrastructure kept maintained, monitored and documented.
05
Devices + endpoints
Workstation management, approved antivirus, patching and lifecycle tracking. Device standards keep business access manageable.
06
Backups + updates
Operating-system updates and scheduled maintenance keep systems current. Managed Backup & Recovery is a separate responsibility with its own agreed coverage.
07
Onboarding + offboarding
Accounts, access, workstations, permissions and standard applications handled as one checklist. Normal employee lifecycle work is included.
08
Documentation + lifecycle
Your environment written down. Asset, warranty and end-of-life tracking support better replacement decisions and technology planning.
Also in scope when selected: NAS and storage appliances, business-grade networks and POS environments. Windows, Linux, IBM i and specialized environments should be reviewed with our team to confirm the exact management responsibilities.
02 / Choose your relationship
One service level.
A clear path forward.
Choose Core, Pro or Ultimate for the relationship, then define the technology components Topshelf will manage. The service level applies consistently across your environment.
01 / The foundation
Core
Managed IT Foundation
Everyday support and maintenance for a well-managed workstation environment.
- 24/7 workstation health monitoring
- Windows updates and patch management
- Approved antivirus and remote support tools
- Unlimited reasonable remote help desk during standard support hours
- Employee onboarding and offboarding
- Dedicated account manager
- Biannual technology review and basic roadmap
02 / Recommended
Pro
Complete Managed IT
Everything in Core, with deeper proactive management and more frequent planning.
- Priority support queue
- Advanced automated remediation
- Proactive workstation optimization
- Monthly IT health reporting
- Quarterly technology reviews
- Detailed roadmap and replacement forecasting
- More proactive account management
03 / Strategic partnership
Ultimate
Strategic Managed IT
Everything in Pro, with outsourced technology leadership and strategic oversight.
- Highest support priority
- SLA-backed initial-response targets
- Highest level of proactive remediation
- Strategic technology roadmap
- Annual IT budget and capital planning
- vCIO-style technology leadership
- Monthly executive technology summary
03 / Clear responsibilities
Know what is covered.
Know what comes next.
Build the right scope.
Workstations and identities: each managed workstation includes administration of one primary Microsoft 365 or Google Workspace identity.
Servers and storage: supported server operating systems and NAS appliances can be selected as managed components.
Networks and POS: business-grade infrastructure and point-of-sale environments have their own operational scope.
Azure and specialized application environments are reviewed against the responsibilities Topshelf will manage.
Make the boundaries explicit.
Cybersecurity: advanced defense, monitoring, governance and security strategy are separate from the Managed IT baseline.
Backup & Recovery: separately scoped. Server or NAS management does not automatically protect the data stored there.
Vendor Management: a separate add-on for opening cases, coordinating troubleshooting and following up with third parties.
Projects: migrations, major deployments, network redesigns and office moves are scoped separately.
04 / Getting started
From discovery to everyday support.
01 / Discover
Understand the environment.
Review devices, users, infrastructure and support needs. Choose a service level and define the managed components.
02 / Establish
Set the foundation.
Document the environment, deploy management tools, establish endpoint baselines and build the inventory. Identify inherited issues for separate remediation.
03 / Manage
Keep improving.
Provide routine support, maintenance and lifecycle tracking. Review the roadmap at the cadence included in your service level.
Managed IT agreements run for 12 months. Hardware procurement through Topshelf is preferred, with approved client-procured hardware also supported.
05 / People behind the support
One number to call.
A team that knows you.
Delivery: Onsite + remote.
Standard support: Monday through Friday, 9:00 AM to 5:00 PM MDT. Connect through Microsoft Teams, email or phone.
After-hours support is reserved for true business-critical emergencies. Initial-response targets depend on your service level and issue priority. A formal 24/7 after-hours SLA is not offered.
06 / Straight answers
Managed IT services FAQ.
What is included in managed IT services?
Your service level sets the support, planning and account management you receive. Your agreed managed components define the workstations, identities, servers, storage, network or POS systems Topshelf is responsible for. Routine maintenance, support and documentation follow that scope.
How do Core, Pro and Ultimate differ?
Core establishes the managed IT foundation. Pro adds priority support, more proactive optimization, monthly health reporting and quarterly technology reviews. Ultimate adds the highest support priority, SLA-backed response targets and strategic technology leadership. One service level applies across the relationship.
Are cybersecurity and backups included?
Managed IT includes patching, approved antivirus and an operational security baseline. Advanced threat protection, security governance and security strategy belong to the separate Cybersecurity service. Managed Backup & Recovery is separately scoped. Managing a server or NAS does not automatically include backup protection.
What support hours and response commitments apply?
Standard support hours are Monday through Friday, 9:00 AM to 5:00 PM MDT, through Microsoft Teams, email and phone. After-hours support is reserved for business-critical emergencies. Response targets depend on service level and issue priority. They measure the initial response, not resolution time. Ultimate includes SLA-backed response targets; a formal 24/7 after-hours SLA is not offered.
Can you support remote employees and personal devices?
Topshelf supports the remote employee’s managed business workstation. Personal home routers, Wi-Fi, internet service and home networks are outside the managed scope. Personal devices accessing the managed business environment must meet TST’s management and security standards.
How does onboarding work?
Client onboarding covers discovery, documentation, management-agent deployment, endpoint baselines and inventory. Inherited technical problems are documented and scoped separately for remediation. For normal employee onboarding, provide at least four business days of notice. Urgent terminations and security shutdowns remain emergency requests.
Are projects part of recurring Managed IT?
Routine administration, maintenance and support are part of the agreed managed scope. Major changes such as server migrations, network redesigns, office moves, large hardware rollouts and new POS deployments are separate projects. Managed IT agreements run for 12 months.
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