Why Neatoware
What you get with Neatoware
A managed IT plan is more than a monthly fee. It’s who responds, terms you can read first, and one person who knows your setup.
When you compare IT providers, the monthly fee is the easy part to see. The harder part is knowing who acts when a security alert comes in at night, what your plan covers on each device, and whether your reviewers can read the paperwork before anyone signs. This page answers those questions plainly, so you can weigh the value of a plan before we talk.
Jump to: Public Safety · Local government · Businesses
Who responds, and how
Covered security alerts are reviewed 24 hours a day, 365 days a year. Your own requests follow your plan, and Platinum adds Priority 1 response outside business hours.
Three layers work together.
- A security operations center watches covered alerts. A security operations center (SOC) reviews covered security alerts 24 hours a day, 365 days a year, from your managed servers on Silver and from your managed servers and workstations on Gold and Platinum. When a threat is confirmed on a device with managed endpoint detection and response (EDR), including Silver servers, it can isolate that device from the network.
- Neatoware takes it from there. When the security operations center flags a confirmed threat, Neatoware handles the hands-on cleanup and repair, following your plan’s response targets. When a confirmed threat needs hands-on work, a Neatoware engineer is on call to step in.
- Your requests follow your plan. Everything else you report follows your plan’s help desk hours and response targets. If your organization needs a response to Priority 1 incidents at night and on weekends, Platinum is the plan built for it.
Engineer time comes with your plan. Silver, Gold and Platinum come with 2 hours of management and support time per managed server each calendar month, and Gold and Platinum add 30 minutes per managed workstation. The pricing calculator shows how that works for your setup.
Rates during a fixed term, and at renewal
During a fixed term, rates don’t rise automatically mid-term. At renewal, continuing services follow the renewal notice, which includes a standard inflation-linked floor unless your Schedule C sets different terms. Month-to-month rates can change with at least 30 days’ written notice.
Some managed IT providers’ published agreements raise fees automatically each year. Our standard form does not raise rates automatically mid-term during a fixed term. At renewal, unless Schedule C says otherwise, continuing services include a standard floor adjustment of the greater of 3% or CPI-U, set in the renewal notice.
Month to month is the default unless you choose a term.
For eligible public-sector clients, our Public-Sector Rider adds terms written for public bodies, including annual renewal subject to appropriation, as the agreement provides. When that rider applies and the approved annual not-to-exceed cannot cover the renewal pricing, the parties must agree in writing on a revised amount or scope before renewal, or the agreement does not renew.
Ready for your review
Your procurement and legal reviewers can read our terms first, and we’ll work with you to provide the documents your review requires.
We provide a W-9 tax form, a certificate of insurance and answers to security questionnaires on request, and we’ll work with you on the rest of your review.
Our General Terms and Conditions, Public-Sector Rider, Data Processing Addendum and Shared Responsibility Matrix are published, so your reviewers can see who does what before the first meeting. Many managed IT pricing pages list plan features without linking the service agreement. Ours are a click away.
See it before you call
See what each plan includes, and get a ballpark before you talk to anyone.
Our Plans page lays out what each plan covers, and the pricing calculator gives businesses a ballpark for their setup. Public Safety agencies, local governments and other public organizations often buy through quotes and vendor review, so we prepare a custom quote that fits your scope and your purchasing process.
One person who knows your setup
One account rep who knows your network, your people and your plans, and the same person after the switch.
Your account rep is your first call, backed by a team that runs the rest. The person you call knows your setup.
Switching starts with documentation. We document what you have and tell you what we found before we change anything. Then your account rep leads the move, step by step, on a schedule that works for you. See Switching to Neatoware and our FAQ.
Questions to ask any IT provider
Bring these questions to any provider you’re considering, including us.
| Question to ask | Why it matters | Neatoware's answer |
|---|---|---|
| Who reviews security alerts after hours, and what can they do? | It helps to know who is watching before an alert comes in. | A security operations center reviews covered alerts 24 hours a day, 365 days a year, from managed servers on Silver and from managed servers and workstations on Gold and Platinum. On a device with managed EDR, including Silver servers, it can isolate the device from the network. |
| Who does the hands-on work after a threat is confirmed? | Isolation contains a problem. Someone still has to fix it. | A Neatoware engineer is on call for confirmed threats, and Neatoware does the cleanup and repair, following your plan’s response targets. |
| Which plan sets a response target for Priority 1 incidents outside business hours? | You should know before you need it. | Platinum, with response to Priority 1 incidents 24 hours a day, 365 days a year. |
| Does the monthly fee come with engineer time? | Routine work is easier to plan for when it’s part of the plan. | Yes. Silver, Gold and Platinum come with 2 hours per managed server each calendar month, and Gold and Platinum add 30 minutes per managed workstation. |
| Can my rates go up automatically during a fixed term? | Budgets are set in advance. | No mid-term automatic increase during a fixed term. Rates change then only by signed amendment or a pricing adjustment your agreement spells out, such as adding devices or licenses. At renewal, unless Schedule C says otherwise, continuing services renew at the rates in the renewal notice, with a floor of the prior rates plus the greater of 3% or CPI-U. Month-to-month rates can change with at least 30 days’ written notice. |
| Do I have to sign a long term? | Flexibility matters while trust is built. | Month to month is the default unless you choose a term. |
| Can the agreement follow our budget year? | Public bodies commit funds one year at a time. | For eligible public-sector clients, our Public-Sector Rider addresses annual appropriation, as the agreement provides. |
| Can you provide the documents our review requires? | Procurement shouldn’t stall on paperwork. | A W-9, a certificate of insurance and security questionnaire answers on request, and we’ll work with you to provide the documents your review requires. |
| Can we read your terms before we sign? | Reviewers want to see who does what. | Our terms, rider, data processing addendum and responsibility matrix are published. |
| Who is my point of contact, and how does a switch start? | Continuity is what makes support feel personal. | One account rep, and a switch that starts by documenting what you have. |
Built for Public Safety work
A dedicated Public Safety team supports agencies whose systems have to stay up.
Neatoware has a dedicated Public Safety team, and that team includes former law enforcement professionals. Team members who work on Public Safety systems undergo state and national fingerprint-based background checks, and they plan changes and fixes around how your agency works. Learn more on our Public Safety page.
Pick the plan that fits
Each plan is built around a different need, and your account rep will help you choose.
- Bronze: break/fix support when something breaks, with nothing managed.
- Silver: managed servers and backups, with security information and event management (SIEM) monitoring, security operations center review and managed EDR on those servers. When a threat is confirmed on a Silver server, the security operations center can isolate it from the network.
- Gold: managed servers, workstations, networks and printers, plus antivirus, EDR, SIEM monitoring, security awareness training, backups and disaster recovery planning.
- Platinum: everything in Gold, plus response to Priority 1 incidents 24 hours a day, 365 days a year. Other requests follow your plan’s help desk hours.
Response times are targets, not guarantees. Compare the details on our Plans page.
See how we work with Public Safety, Local Government and Businesses.
See what your plan would include.
Tell us what you run today, and we’ll walk you through what a plan would cover.