Frequently Asked Questions
Teal Managed IT Services
Explore answers to frequently asked questions about our managed IT services.
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.
Yes. Our subsidiary brand, Teal Co-managed, specializes in co-managed IT services. Over the past 25 years, we’ve had 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.
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.
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.
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
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.
Yes. Through our vCISO services, we bring executive-level expertise to your organization. You’ll get guidance on strategy, compliance, and risk management.
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.
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.
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.
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.
Yes. Each partner has a client success 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.
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.
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.
Teal is built for defense contractors, nonprofits, and financial services organizations that operate in regulated, high-stakes environments and need more than general IT support. If your organization is growing fast, navigating compliance requirements, or has outgrown a provider who couldn’t keep up – you’re who we work with.
Yes. Teal agreements are 1- or 3-year terms. We stand behind them because we invest heavily in the things that make clients want to stay. For example, every call clients make is answered by a technical person within 15 seconds. That’s not a promise most MSPs can make.
Teal schedules quarterly strategic business reviews to discuss your goals, provides access to a vCIO – a seasoned IT professional with executive-level experience – and collects service feedback twice a year to make sure we’re delivering on what we promised.
Transitioning to Teal is straightforward. Most organizations are fully onboarded within 30 days through Teal’s D4O process – with clear timelines, defined handoffs, and a dedicated team that knows your environment before day one.
Teal’s onboarding process takes 30 days for most organizations, following the D4O framework – Discover, Design, Deploy, and Deliver. We manage the transition end-to-end and will flag the few things we need from you along the way. Your team will remain focused on running the business throughout the process.
Teal’s managed IT services are billed monthly on a per-user basis within a 1- or 3-year agreement – covering the full scope of IT and cybersecurity services your organization needs with no surprise fees. Strategic projects such as cloud migrations, AI implementation, or security initiatives are scoped separately.
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.
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.
AI accelerates ticket handling, strengthens documentation, and reduces errors. This creates a smoother, more predictable IT experience for your employees. At the same time, it frees up our technicians to build stronger human connections with your team.
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.
We only work with vendors that meet strict security, privacy, and confidentiality standards. Your sensitive information will never be shared with public AI platforms.
Every process goes through rigorous testing and validation before deployment. Your business only benefits from proven solutions, not experimental ones.
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 and we’ll be in touch shortly.
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