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Frequently Asked Questions

Common Questions

We operate as a true partner, not a vendor. That means proactive communication, a dedicated account team, and technology decisions aligned to your business outcomes — not upsells. As a Certified B Corporation we hold ourselves to a higher standard of performance and accountability.
We serve healthcare, financial services, manufacturing, nonprofits and associations, education, legal services, government contractors, private equity-backed organizations, and Act 60 businesses in Puerto Rico. Each industry has distinct compliance and infrastructure needs and we have certified practitioners for all of them.
We support organizations from 25 to 5,000 employees. Our services scale with you — from a small nonprofit running Microsoft 365 to a mid-market financial services firm with hybrid cloud infrastructure and strict regulatory requirements.
Our headquarters is in Oak Brook, Illinois. We have offices across 30+ US cities and international presence in London, Toronto, Bogotá, Medellín, and Madrid. We deliver services nationwide with local support in every major metro.
Yes. We maintain an annual SOC 2 Type 2 audit performed by an independent third-party auditor. This means your data and our service delivery controls are independently verified each year, not just self-assessed. Our report is available under NDA to prospective and current clients.
B Corp certification is awarded by B Lab to companies that meet rigorous standards of social and environmental performance, accountability, and transparency. We were certified in 2014. For clients, this means we are held to higher standards than a standard LLC — our purpose is explicitly tied to creating benefit for people and planet, not just profit.
Start with a 15-minute discovery call at betterworldtechnology.com/book-a-meeting. We’ll ask about your current environment, pain points, and goals. No pitch deck, no pressure — just a direct conversation with an advisor who can tell you whether we’re a fit.
Our managed IT services include 24/7 NOC monitoring, help desk support, server and network management, patch management, endpoint management, Microsoft 365 administration, backup and disaster recovery, and vendor management. All under one contract with one point of contact.
Co-managed IT is for organizations that have an internal IT person or small team but need additional depth, after-hours coverage, or specialized expertise. We work alongside your team — filling gaps without replacing them. Your internal team retains ownership of what they want to own.
Yes. Our Network Operations Center monitors your environment 24 hours a day, 7 days a week, 365 days a year. Critical alerts trigger immediate response. For P1 incidents our target response time is 15 minutes. Help desk support hours and tiers are defined in your SLA.
Yes — Microsoft 365 is one of our core competencies. We manage licensing, security configurations, Teams, SharePoint, Intune endpoint management, Defender policies, and email security. We also provide user onboarding and offboarding workflows as part of standard managed services.
Onboarding takes 30 to 60 days depending on environment complexity. It includes a full infrastructure discovery, documentation, agent deployment, NOC integration, help desk configuration, and a dedicated onboarding project manager. We hand you a complete runbook at the end.
Our standard SLA defines four priority tiers. P1 Critical: 15-minute response, 4-hour resolution target. P2 High: 1-hour response, 8-hour resolution target. P3 Medium: 4-hour response, 2-business-day resolution. P4 Low: next business day. Full details are at betterworldtechnology.com/servicelevelagreement.
Yes. We manage hybrid environments as a single integrated system — not as separate silos. Whether you run Windows Server on-premise, Azure Virtual Desktop, AWS workloads, or a mix of all three, we monitor and manage the full stack under one SLA.
We offer endpoint detection and response (EDR), managed detection and response (MDR), SOC as a Service, managed SIEM, dark web monitoring, vulnerability management, penetration testing, security awareness training, managed firewall, zero trust implementation, SASE, identity and access management, and cyber risk assessments.
Yes. We offer a complimentary cyber risk assessment for qualified organizations. The assessment identifies gaps in your current security posture, maps findings to frameworks like NIST CSF or CIS Controls, and produces a prioritized remediation roadmap. Book it at betterworldtechnology.com/cybersecurity/cyber-risk-assessment.
EDR (Endpoint Detection and Response) is the technology — software installed on endpoints that detects and responds to threats. MDR (Managed Detection and Response) is the service layer on top — human analysts monitoring EDR alerts, triaging, investigating, and responding around the clock. EDR without MDR is a tool without a team.
Yes. Cyber insurance carriers now require specific security controls — MFA, EDR, backup testing, privileged access management, and more. We perform gap assessments against carrier requirements, implement the controls, and provide documentation to support your renewal application.
We align to NIST Cybersecurity Framework, CIS Controls v8, ISO 27001, SOC 2 Trust Service Criteria, and CMMC Level 2 as the primary frameworks. Our vCISO team can map your program to whichever framework your clients, insurers, or regulators require.
Our SOC operates 24/7. For P1 security incidents, our target is a 15-minute initial response with immediate escalation to our incident response team. We have a documented Incident Response Plan that we test and update annually. Retainer clients receive priority escalation paths.
Yes. We offer external network penetration tests, internal network tests, web application tests, social engineering assessments, and phishing simulations. All tests are scoped, rules of engagement are agreed upfront, and findings are delivered in both executive and technical formats with remediation guidance.
We are certified on Microsoft Azure, AWS, and Google Cloud. We also manage private cloud and hybrid environments. Most of our clients run Azure as their primary cloud given the natural alignment with Microsoft 365, but we architect multi-cloud environments where workloads demand it.
Azure Virtual Desktop is Microsoft’s cloud-hosted desktop experience — your users get a full Windows desktop from any device, anywhere. We are one of the few MSPs with dedicated AVD architects. We design, deploy, and manage AVD environments including Nerdio for cost optimization and session management.
A typical cloud migration involves discovery and assessment, workload classification, architecture design, pilot migration of non-critical workloads, phased migration of production systems, cutover planning, and post-migration optimization. We manage the full program with a dedicated project manager.
FinOps is the practice of managing cloud costs through continuous monitoring, rightsizing, reserved instance planning, and waste elimination. We offer FinOps as a standalone service and embed it in all managed cloud engagements. Most clients reduce cloud spend by 20-35% in the first 90 days.
Yes. We manage full data center exit programs — assessing all workloads for cloud readiness, migrating or re-platforming applications, decommissioning hardware, and transitioning to a fully cloud or hybrid operating model. We have managed data center exits for organizations ranging from 50 to 2,500 users.
Our cloud team holds AWS Solutions Architect Professional, AWS DevOps Engineer Professional, AWS Solutions Architect Associate, Azure Solutions Architect Expert, Azure Administrator Associate, and Google Cloud Professional Architect certifications.
We support HIPAA, SOC 2 Type 2, CMMC (Levels 1 and 2), NIST Cybersecurity Framework, NIST 800-171, ISO 27001, PCI DSS, FERPA, GLBA, and state-level regulations including Illinois BIPA and New York DFS. Our practitioners hold CISSP, CvCISO Expert, CvCISO Level 3, CISM, CISA, and CSSRA certifications.
A virtual CISO (vCISO) is a fractional executive who provides the security strategy, governance, board reporting, and compliance leadership of a full-time CISO at a fraction of the cost. If your organization needs a security program, a compliance initiative, or someone to present to your board and clients on cybersecurity posture — a vCISO delivers that without a $250K+ salary.
The observation period for SOC 2 Type 2 is a minimum of six months. From program initiation to receiving your report, plan for 9 to 12 months for most organizations. We manage the full program — control design, evidence collection, auditor coordination, and continuous monitoring — so your team doesn’t need to own it.
HIPAA requires a Security Risk Analysis, access controls, audit logging, encryption in transit and at rest, breach notification procedures, business associate agreements with all vendors who handle PHI, and documented workforce training. We perform the Security Risk Analysis, implement technical controls, and maintain the compliance documentation on your behalf.
CMMC (Cybersecurity Maturity Model Certification) is required for all organizations in the US Defense Industrial Base — any company holding or transmitting Controlled Unclassified Information (CUI) for the Department of Defense. CMMC Level 2 requires 110 controls aligned to NIST 800-171. Non-compliance disqualifies you from DoD contracts.
Cybersecurity is the technical implementation — firewalls, EDR, SIEM, incident response. GRC (Governance, Risk, and Compliance) is the management layer — the policies, risk assessments, compliance programs, vendor reviews, and board reporting that govern how cybersecurity decisions are made. You need both. We provide both.
Yes. We operate compliance programs year-round — not just at audit time. Continuous control monitoring, automated evidence collection, policy management, and quarterly risk reviews are built into our GRC service. When your auditor arrives, the evidence is already organized.
We offer vCISO and vCIO advisory, AI consulting and implementation, IT assessments, digital transformation strategy, M&A IT due diligence, business intelligence, DevOps, SharePoint services, web and software development, workflow automation, staff augmentation, and GRC consulting.
A virtual CIO provides strategic technology leadership — IT roadmapping, budget planning, vendor strategy, board-level technology communication, and digital transformation oversight. If your organization is growing and needs senior IT leadership but isn’t ready for a full-time CIO, a vCIO delivers that strategy at a fraction of the cost.
Yes. Our AI consulting practice helps organizations evaluate AI readiness, design governance frameworks, identify use cases with real ROI, and implement tools like Microsoft Copilot, Azure OpenAI, and custom AI agents. We approach AI as a strategic and operational tool, not a technology for its own sake.
When acquiring a company, the IT environment carries significant risk — technical debt, security vulnerabilities, unresolved compliance gaps, and integration complexity. Our M&A IT due diligence practice assesses the target’s infrastructure, security posture, compliance status, and integration cost before the deal closes. We’ve supported PE-backed acquisitions across multiple sectors.
Yes. We place certified IT professionals — network engineers, security analysts, systems administrators, project managers, and developers — on contract or direct hire. Our talent pool is pre-vetted, cleared for background checks, and deployable within days.
A technology assessment is a structured review of your current IT environment — infrastructure, security, applications, processes, and team capabilities. We benchmark your environment against industry standards, identify gaps and risks, and deliver a prioritized roadmap with effort and cost estimates. It’s the right starting point for any major IT initiative.
We provide services nationwide across the United States and internationally. Our US offices span 30+ cities including Chicago (HQ), New York, Washington DC, Boston, Atlanta, Austin, Denver, San Francisco, and more. Internationally we operate in London, Toronto, Madrid, Bogotá, and Medellín.
Yes. Depending on your location and service agreement, we dispatch on-site engineers for infrastructure work, hardware deployments, and situations that require physical presence. Remote resolution handles the vast majority of issues, but on-site support is part of our service model where applicable.
Yes. Our NOC and help desk operate 24/7. For after-hours support, call (866) 583-8122 and select the appropriate priority queue, or submit a ticket through the customer portal. P1 and P2 incidents receive immediate response regardless of time.
Remote Support at betterworldtechnology.com/gethelp lets you start an attended or unattended remote session directly with our help desk. Download the agent, share your session code with the technician, and we can take control of your desktop to resolve issues in real time.
The Customer Portal is at betterworldtechnology.com/customer-portal. It provides ticket submission, ticket status tracking, invoice access, service reports, and contact information for your account team. Your onboarding package includes portal credentials and a walkthrough.
Managed IT is priced per-device, per-user, or as a flat monthly fee depending on service scope. We provide fixed-fee agreements so you know exactly what you’re paying each month — no surprise invoices for normal support activities. Pricing is scoped after an initial assessment.
We offer 12, 24, and 36-month agreements. Longer terms typically unlock better pricing. Month-to-month arrangements are available for specific project work. All agreements include a defined scope of services, response time SLAs, and escalation procedures.
Book a 15-minute discovery call and we’ll scope your environment and send a proposal within 2 business days. Complex environments may require a brief discovery assessment before we can quote accurately. There is no cost for the discovery process.
Onboarding fees vary by environment complexity. Simple environments are often onboarded at no additional charge. Complex multi-site or hybrid cloud environments may have a one-time onboarding investment that covers discovery, documentation, tool deployment, and project management. This is quoted transparently upfront.
All billing questions can be directed to [email protected]. Your account manager is also copied on all invoices and available to address any billing questions or disputes.
Newsweek
Most Reliable 2026
|
CRN
MSP Elite 250
|
Real Leaders
Top Impact Company
|
Clutch
Top MSP — Global
|
Certified
SOC 2 Type 2
|
Certified
B Corporation
|
Newsweek
Most Reliable 2026
|
CRN
MSP Elite 250
|
Real Leaders
Top Impact Company
|
Clutch
Top MSP — Global
|
Certified
SOC 2 Type 2
|
Certified
B Corporation
|