What’s Included in a Managed IT Services Plan? Here’s What You Should Expect

When you invest in Managed IT Services, you’re not just paying for someone to “fix computers.” You’re partnering with a team that keeps your systems running smoothly, securely, and strategically—so your business can operate without disruption.

At Atlantic Computer Services (ACS), our managed IT services are designed around what Wilmington-area businesses actually need: reliability, security, and results.

1. Proactive Monitoring & Maintenance

Your MSP should be preventing problems, not reacting to them.

What this means:

• 24/7 monitoring of servers, workstations, and network devices
• Automated patch management and firmware updates
• Disk space, performance, and backup health checks
• Alerting and remediation before downtime happens

What to expect from ACS:

We monitor and manage over 1,100 endpoints daily. Our Datto RMM platform and documented maintenance windows ensure minimal disruption—keeping your systems healthy and up to date without you lifting a finger.

2. Helpdesk & User Support

Every managed plan should include access to skilled technicians who resolve issues quickly.

What this means:

• Unlimited remote and on-site support (depending on plan)
• Ticket-based workflow with measurable response times
• Support for hardware, software, printers, and Microsoft 365
• End-user onboarding, password resets, and software installs

What to expect from ACS:

We don’t outsource support. Our local Wilmington team handles every ticket, efficiently and quickly.

3. Cybersecurity Protection

A true MSP doesn’t just install antivirus—it builds layered protection.

What this means:

• Endpoint Detection & Response (EDR)
• Identity Threat Detection & Response (ITDR)
• Email protection and phishing defense
• DNS filtering
• Multi-factor authentication (MFA) enforcement
• Security policy and user awareness training

What to expect from ACS:

We deploy an integrated toolset—SentinelOne, Huntress, Proofpoint, and DNSFilter—to detect and isolate threats in real time. All client environments align to our internal security baseline.

4. Data Backup & Business Continuity

Disaster recovery is non-negotiable.

What this means:

• Local and cloud-based backup options for servers and endpoints
• Continuous data protection and verification testing
• Full MS Tenant backups

What to expect from ACS:

We use multiple backup solutions including MS Azure and Axcient. Every client gets recovery simulations and status reports, ensuring you can restore data fast after a failure or attack.

5. Network Management & Infrastructure

Keeping your network stable means managing every device that touches it.

What this means:

• Managed switches, firewalls, and wireless access points
• VLAN segmentation and performance tuning
• Firmware and configuration backups
• Network documentation and topology diagrams

What to expect from ACS:

We manage LAN/WAN infrastructure with enterprise-grade visibility and standardized configurations. From manufacturing plants in Whiteville to private schools in Wilmington, every site gets a tailored network baseline.

6. Strategic IT Planning (vCIO Services)

A managed service plan should include more than “keeping the lights on.”

What this means:

• Quarterly business reviews (QBRs)
• IT budgeting and lifecycle management
• Technology roadmaps aligned with business goals
• Risk assessments and compliance guidance

What to expect from ACS:

Our Virtual CIO sessions translate technical metrics into business strategy—budget forecasting, modernization schedules, and measurable outcomes.

7. Vendor & License Management

Eliminate the chaos of multiple vendors.

What this means:

• Coordination with ISPs, hardware providers, and SaaS vendors
• License management for Microsoft, security, and cloud services
• Renewal tracking and vendor support escalation

What to expect from ACS:

We manage your entire technology ecosystem under one pane of glass—so you always know what’s active, what’s expiring, and what’s costing you too much.

8. Reporting, Documentation & Accountability

Transparency is the difference between a vendor and a partner.

What this means:

• Monthly service reports
• Asset inventory, passwords, and configuration documentation
• Incident and resolution tracking
• Compliance reporting

What to expect from ACS:

Our clients see everything we see—asset lists, backup logs, and project status updates are reviewed during vCIO meetings.

What’s Not Always Included (But Should Be)

Many MSPs charge extra for essentials like cybersecurity layers, M365 management, or after-hours response. At ACS, we include them in our all-inclusive monthly model—because you shouldn’t have to choose between cost and protection.

Summary Table

Final Takeaway

If your “managed IT plan” only reacts when things break, you’re not getting what you’re paying for.

A modern MSP should prevent problems, improve productivity, and guide long-term growth—not just maintain hardware.

At ACS, we call that your Roadmap to IT Success.