Frequently Asked Questions
Teal Managed IT Services
Discover answers to frequently asked questions about our managed IT services and premier solution.
Does Teal provide residential/consumer IT support?
No, our tailored services are designed exclusively for discerning small and medium-sized organizations seeking a dedicated partner for ongoing, comprehensive support.
We bring our expertise across a wide range of industries, delivering solutions that drive success.
Can Teal’s managed IT services assist our internal IT employee or team?
Yes. We offer co-managed IT services and have many clients with this structure. This approach closes skill gaps, lowers overall IT spending, and boosts efficiency.
👉 Learn about the differences between fully managed IT and co-managed IT services.
Can Teal’s IT services support remote or hybrid teams?
Yes. We keep our partner’s teams connected no matter where they are. Our professionals configure, monitor, and manage vital components of each system to ensure workers have a reliable way to access everything they need.
Additionally, we employ Virtual Private Networks and Zero Trust Network Access to enhance network security for remote and hybrid work environments – keeping businesses secure.
Can Teal help me with procurement/hardware purchases?
We only assist with procurement and hardware purchases for clients with a contract with us.
Our Teal Partners gain a competitive advantage from our established relationships with major distributors and best-in-class manufacturers.
We leverage our extensive 30+ years of experience across various industries to recommend the most advanced hardware and software options. We take care of pre-configuration, installation, and shipping of the equipment anywhere in the US.
Does Teal support companies that use Google Workspace?
We do not support Google Workspace. Over time, we’ve shifted from a technology-neutral stance to a more focused approach. This move was driven by the evolving cybersecurity landscape and compliance needs of our clients.
To maintain the high standards our clients expect, we’ve chosen to specialize exclusively in Microsoft 365 environments, which offer the security, integration, and control necessary for today’s risk-aware organizations.
If you choose to partner with us, we require a transition to Microsoft 365 within 120 days to ensure we can fully support and protect your environment.
Does Teal support companies with a Bring Your Own Device (BYOD) policy?
Yes, but only in secure, managed environments. As part of our managed IT services, Teal enables personal device use with Azure Virtual Desktop. This approach protects sensitive company data while giving employees the flexibility to use their own devices.
👉 Learn more about BYOD security risks
What makes Teal’s cybersecurity different from other providers?
Many MSPs bolt on cybersecurity as an afterthought or rely on generic, outsourced providers. Teal takes a different approach.
We integrate advanced Managed Detection & Response from Blackpoint Cyber’s U.S.-based SOC with our own in-house expertise.
This combination gives you 24/7 monitoring, rapid threat containment, and executive-level security leadership all aligned with your compliance needs and business goals.
Do you outsource your cybersecurity team?
Teal does not outsource cybersecurity to generic third parties or white-label providers. Instead, we partner with Blackpoint Cyber to deliver Managed Detection & Response through their U.S.-based SOC.
This best-of-breed partnership ensures you have 24/7 monitoring and rapid threat response, while Teal’s in-house security specialists provide the strategic leadership, integration, and accountability tailored to your business.
Can Teal provide executive-level security leadership?
Yes. Through our fractional vCISO services, we bring executive-level expertise to your organization. You’ll get guidance on strategy, compliance, and risk management.
How quickly can you respond to a cybersecurity incident?
You’ll have access to a Security Operations Center that is staffed 24/7, monitoring and responding to threats in real time. That means immediate triage, rapid escalation to our cybersecurity engineers, and clear communication with your leadership team.
What compliance frameworks does Teal support?
Teal helps organizations align with FINRA, CMMC, HIPAA, SOC 2, and NIST standards, among others. We provide not just technical controls but also documentation, evidence, and strategy to help you meet audit requirements and maintain compliance over time.
Does Teal ever come to our offices?
Yes. We have powerful remote systems management tools that allow us to perform most tasks from our Network Operations and Client Services Center.
If a situation arises where we need to come onsite, we will send an engineer promptly. Our commitment to our partners is unwavering.
No matter what, we are available when needed.
How does Teal measure customer satisfaction?
Our eagerness to be ultra-responsive and highly skilled is vital to our customer’s satisfaction. Teal demonstrates its commitment to continuous improvement by using a variety of metrics. This attention to detail ensures that our partners are not just satisfied with our service but delighted by it.
CSAT Metrics: We employ BrightGuage to measure satisfaction through customer feedback.
NPS Metrics: Through surveys, Teal requests partner feedback on our service quality twice a year. We value our partner’s honest input as it helps us improve, ensuring successful service delivery.
Here is recent client feedback on our NPS Survey:
“Professional, capable, and responsive service.”
Tactical Check-ins: Our professionals conduct monthly tactical check-ins with each partner to ensure any issues are resolved quickly.
Reviews: Teal professionals regularly assess client testimonials and reviews on third-party platforms to verify our service’s success.
Does Teal assign a lead technician who knows my systems best?
Yes. Each partner has a dedicated account manager who thoroughly understands your unique needs, challenges, and goals. This knowledgeable point of contact ensures that you receive:
- Ultra-responsive assistance when concerns arise,
- Proactive IT infrastructure monitoring to prevent downtime,
- Tailored solutions that meet your business’s unique needs,
- Streamlined communication that reduces misunderstandings,
- Accommodated IT infrastructure and services to accommodate expansion,
- Strategic long-term IT planning that aligns with your business’s goals (e.g., technology roadmaps, upgrades, etc.).
Our partners gain peace of mind knowing that they have the support of a seasoned professional who will deliver guidance that caters to their unique requirements.
What is Teal's average response time?
Ultra-responsiveness is one of the things our partners appreciate the most. We respond immediately to system-wide issues that impact multiple users to minimize downtime. However, our Network Operations Center systems often alert us before our clients know a problem exists.
We deliver:
- Phone support with an average 15-second response time from a technical expert, ready to resolve your urgent issues.
- 24/7 help desk support with a 2-hour SLA for non-urgent issues.
When our partners reach out, we respond without delay. Every call is answered, every email receives a rapid reply, and we take full ownership of every issue.
Our clients never have to wonder, “What is the status of this?” because we ensure proactive communication and complete follow-through.
Learn about Teal’s unique quality assurance process.
How often does Teal meet with a partner to review their account and service?
We schedule quarterly strategic business reviews to discuss our partner’s goals to ensure we remain aligned. While not a requirement, we stress this as a critical component of our solution. Additionally, we provide monthly tactical check-ins to ensure everything is going as expected.
Our partners also enjoy having access to a vCIO. Seasoned IT veterans with executive-level leadership experience are never more than a phone call away.
Finally, we request feedback on our service quality through surveys twice a year. We value our partner’s honest input as it helps us adjust our services – ensuring successful service delivery.
How do clients contact Teal for assistance?
If you want to speak with a Teal business technology advisor to learn more about our services, submit a request here or call us at (833) FOR-TEAL.
Teal Partners can receive assistance by contacting us through our:
Chat: Conveniently open support tickets or contact us through your Teams or Slack channels (if deployed to your environment).
Email: Most Teal Partners chose to contact us through email for support.
Phone: Call us to quickly reach our Help Desk or get connected with the Teal professional you need for specific requests.
Client portal: Submit requests and view the status of open requests through Teal’s easy-to-navigate, web-based portal.
Is Teal the right managed IT services partner for my organization?
Selecting the right IT partner for your organization is critical to your success. We are far more than a managed IT service provider. We become your trusted business partner.
Our services may be right for you if you want a sophisticated managed service provider for your SME. We empower your business’s vision of success by delivering:
Obsessive Service
Receive unrivaled services that are dependable and ultra-responsive.
Peace of Mind
Alleviate stress with IT and Cybersecurity that leads to positive outcomes.
Intentional Excellence
Leverage specialized and exceptional technology combined with cybersecurity expertise.
Focus
Gain more time to concentrate on business growth.
Stability
Attain a strategic plan from trusted professionals with no surprises.
Is there a contract when partnering with Teal?
Our contracts are on either 1- or 3-year terms. We prove our value to our clients every day. Learn more about what to expect from a Teal Partnership.
How easy is it to transition to Teal from my current vendor?
We make it easy to transition to Teal. We can start the onboarding process tomorrow if the situation requires it; however, a transition period of 2 to 6 weeks is a more effective solution.
What does Teal’s onboarding process look like?
Teal’s seamless onboarding process takes 30 days for most partners to complete.
Throughout the process, we oversee everything to guarantee a seamless transition from your current solution to ours.
We will require your assistance with a few matters. Otherwise, you can concentrate on your daily responsibilities without the stress of managing the transition.
What does pricing for Teal's managed IT services look like?
Teal provides a monthly, per-user pricing that covers the full scope of IT and cybersecurity services that high-growth and compliance-focused businesses require. This model ensures predictable budgeting, eliminates hidden fees, and delivers enterprise-grade protection as a standard.
Strategic projects – such as cloud migrations, AI implementation, or specialized security projects – are scoped separately. This gives executives clarity, control, and ROI alignment.
Does Teal use AI and automation in its managed IT services?
Yes, we leverage automation and AI to handle repetitive, low-complexity processes. This means our technicians can focus on higher-value work – like strategy, compliance, and personalized support – while you experience faster, more consistent results.
Will I have to deal with a bot instead of a Teal technician?
No. You can always reach our technicians directly via portal, phone, or email. AI supports our team behind the scenes, but you’ll never be forced to talk to a bot before a person.
How does AI impact my team’s experience with Teal?
Is AI replacing Teal’s technical staff?
No, AI is simply another tool that assists our experts. It does not replace their judgment or expertise. Our people remain at the center of every service we deliver.
What safeguards does Teal have in place to protect our data?
We only work with vendors that meet strict security, privacy, and confidentiality standards. Your sensitive information will never be shared with public AI platforms.
How does Teal make sure AI solutions are reliable?
Every process goes through rigorous testing and validation before deployment. Your business only benefits from proven solutions, not experimental ones.
How transparent is Teal about its use of AI?
We are committed to full transparency. We’ll always let you know how automation is being applied in your environment, and it will never replace the accountability and decision-making of our team.
Want to learn more?
Call us at (833) 367-8325 or fill out the form below and we’ll be in touch shortly.
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