Supercharge Your IT Team. Don't Replace Them.

We can integrate with your existing ticketing system (ServiceNow, Jira Service Management, Freshservice, etc.) or provide our IT Button platform as a parallel system. During discovery, we'll assess your current setup and recommend the best integration approach. Most clients use our IT Button for end-user tickets and keep their internal system for strategic projects and vendor management.

We follow the principle of least privilege. Your team defines access levels during onboarding based on the responsibility matrix. Typically, we get admin access to endpoint management, security tools, and infrastructure monitoring. Access to business- critical applications (ERP, CRM, line-of-business systems) stays with your team unless explicitly delegated. All access is documented, audited, and reviewed quarterly.

We provide 24/7 coverage for security incidents (MDR response is automated and under 5 seconds) and infrastructure issues. For after-hours end-user support, we handle Tier 1/2 tickets based on the responsibility matrix. If an incident requires your team's involvement (e.g., application-specific issue), we triage, document, and escalate according to documented protocols. Your team isn't on-call unless it's a business-critical escalation.

During onboarding, we create a formal responsibility matrix (see the Operating Model section above) that defines who owns what. This includes support tiers, escalation paths, device lifecycle management, security operations, documentation ownership, and reporting cadence. The matrix is reviewed quarterly and updated as your environment evolves. It's included in your runbook and accessible to both teams.

Escalations follow a documented flow: User ticket → Triage (routed to internal IT or CloudOrbis based on responsibility matrix) → Resolution (by assigned team) → Handoff if needed (documented in ticket notes) → Post-incident documentation added to runbook. Escalation rules are defined during onboarding and include response time SLAs, communication protocols, and decision-making authority. No finger-pointing, just clear handoffs.

Runbooks are living documents. We update them quarterly during strategic reviews, after major infrastructure changes, and whenever new systems are deployed. Your team reviews and approves updates. Post-incident notes are added in real-time to capture lessons learned. Asset inventory is updated monthly as part of operational reporting. Network diagrams are refreshed annually or after significant changes.

Absolutely. If your team grows and wants to take on more responsibilities, we adjust the responsibility matrix accordingly. The documentation we create (runbooks, policies, network diagrams) stays with you. We're not trying to create vendor lock-in— we're trying to make your team more effective. If you eventually outgrow co-managed support, you'll have everything you need to run IT independently.

We coordinate with your team to standardize the process. For onboarding, we handle hardware deployment, account provisioning, and access setup based on your team's specifications. For offboarding, we revoke access, wipe devices, back up files per your retention policy, and audit shared credentials. Your team approves the workflow, and we execute it consistently. This eliminates the "who's handling this?" confusion.

We'll assess your current endpoint protection during discovery. If you have EDR but no MDR (managed detection and response), we can add our MDR layer on top. If your current solution doesn't meet our security standards (e.g., no automated threat mitigation, no 24/7 monitoring), we'll recommend transitioning to our stack. We're flexible on most tools, but security-critical components are non-negotiable for consistent protection.

Pricing is based on the scope of responsibilities defined in the responsibility matrix. We charge per user for end-user support, security operations, and reporting. Additional services (device lifecycle management, after-hours coverage, strategic reviews) are priced based on frequency and complexity. During the consultation, we'll walk through your current environment, define the responsibility split, and provide transparent pricing with no hidden fees.

Yes. We coordinate with your existing vendors (ISPs, software vendors, hardware suppliers, application support) as needed. If vendor escalation is required, we handle the communication and follow-up based on the responsibility matrix. We don't replace your vendor relationships—we manage them more effectively so your team doesn't have to chase down support tickets.

Most co-managed providers are just traditional MSPs trying to upsell services. CloudOrbis is different: 1) Documented Operating Model with a formal responsibility matrix and escalation flow, 2) Security-first operations with MDR, password governance, and training, 3) Documentation-first approach with runbooks and policies your team reviews, 4) Transparent reporting with operational, security, and strategic reviews, and 5) Respect for your team—we're here to augment, not replace. We're not the cheapest, but we're the most structured and accountable option for IT teams that want to scale without losingcontrol.