Plans and switching
Is account management extra?
No. Every client has a named account manager and scheduled reviews as part of the plan. It is the part of the service that keeps the rest from becoming firefighting.
Answered by Eric Grimes, Partner
Offshore helpdesks subcontract the hands-on work to someone who has never seen your network. Every piece of gear we install is built and installed by a Midwest IT employee.
Local or offshore, honestly Gold Star survey"Thank you for always taking care of us!"
Kerri, Koko OrthodonticsMore from the survey wallIt is the plan, not an add-on
Every client has a named account manager from the first day, with scheduled reviews on the calendar. It is not a tier and it is not billed separately. We would not know how to run the service without it.
What the account manager does
Holds the reviews, where ticket history, the roadmap and the budget get looked at together. Keeps the roadmap current as the business changes. Chases vendors in writing when they owe you something. Sits in on the conversation when you are buying software, moving offices or buying another company, so the technology questions get asked before the money is spent. Reads every survey response that comes back from your staff.
Why it is included
Without someone looking ahead, managed IT turns into fast break-fix: things get repaired quickly and nothing ever gets better. The reviews are where the printer that jams every week gets replaced, the server that is four years old gets a date, and the renewal that is about to auto-renew gets questioned. That is worth more than the helpdesk, and it only works if it is nobody's extra.
Who they are
Real people with names, in the Pell Lake office, who have mostly been here a long time. Meet them on the About page.
Where we did this
Order the internet circuit the week the lease is signed. Carriers take six to twelve weeks. Nothing else on a move fails as often.
The relocation checklist Did you knowA backup that has never been restored is a hope, not a plan. Ask for the date of the last tested restore.
What to actually testPeople also ask
What is the difference between the onsite plan and the cloud plan?
The cloud plan is helpdesk, monitoring, Microsoft 365, backup and security delivered to you without an on-premises server. It suits smaller businesses that need flexibility or work remotely. The onsite plan adds scheduled visits, emergency onsite response, and hardware we configure in our shop before it ships. Same people, same promises; the difference is the drive.
The full answerHow long does onboarding take?
Sixty days from signed contract to the onboarding check-in, on a written timeline. Hardware is built in our shop before it ships, discovery happens twenty days out, and your staff meet the helpdesk by name on day one.
The full answerCan you support us if we are not near Wisconsin?
Yes. The cloud plan was designed for exactly that: remote helpdesk, monitoring, Microsoft 365, backup and security, with hardware shipped ready to use.
The full answer
"Great to work with Zach. Excellent follow-up and directions. Even helped lower our bill from Xfinity!"
Client, 2024 surveyMore from the survey wall- A technician who knows your setup takes every request. Not a dispatcher, not a queue.
- Every closed ticket is surveyed and a partner reads every response.
- 99.5% of surveys come back positive.
- Family-owned since 2005. 21 years in the same corner of Wisconsin, not going anywhere.
"Another great job by Midwest IT. Our company just loves your fast response to our issues."
Client, 2024 surveyWant a person, not a portal?
Ask to meet the account manager before you sign anything.
Talk to a partnerTalk to a partner, not a sales script.
Tell us what is going on. A partner will call you back the same business day, look at what you have, and tell you honestly whether we are the right fit. No pricing pressure, no pitch deck.