How to Work with Ntiva

Picking the right managed IT services provider (MSP) can feel daunting, but smooth operations require it. This guide is designed to give you an under-the-hood look at how Ntiva works and what it’s really like to partner with us. We aim to answer your pressing questions and streamline your decision-making process, ensuring you feel confident and well-informed at every turn.

Explore our Capabilities

Assessing MSP Compatibility

Are we a great fit to work together?

With over 15 years of growth as a leading MSP, we've honed our ability to identify and collaborate with organizations poised for transformative success. Our best partnerships are with growth-oriented organizations keen on securely leveraging technology to drive success.

 

What do our most successful clients have in common?

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They see technology as the key to unlocking their full strategic competitive advantage.

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They value local presence, responsiveness, and world-class expertise.

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They adopt a proactive, security-first approach to IT.

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They have dedicated personnel to liaise with our team.

Getting Started Together:
The Ntiva Onboarding Process

Your 30-60-90 day plan is tailored to your organization, laying the groundwork for a thriving strategic partnership.

First 30 Days: Setting the Stage 

(Within 30 Days)

Our first month sets the stage for a successful partnership. We dive deep, understanding your business needs and options for addressing those needs. In this preliminary stage, we:

  • Host a friendly and informative kickoff call where you’ll meet your onboarding team and outline your organization’s plan.
  • Get your equipment and systems set up, making sure everything is in place for a smooth operation.

  • Go through our service agreement together in detail to ensure there are no surprises.

  • Establish a schedule of regular check-ins to set up a rhythm of communication that keeps us connected and in sync.

Next 30 Days: Tailoring Your Solution

(Within 60 Days)

Next, we precision tune each requested service to your business requirements. During this next phase, we:

  • Rigorously verify network details to ensure unmatched security and operational efficiency.
  • Implement state-of-the-art cybersecurity and tools to fortify and streamline your operations.
  • Deploy vital services such as advanced training, phishing prevention, and robust backup systems to protect your assets.
  • Integrate co-managed IT services to foster a collaborative environment for continuous innovation.

Final 30 Days: Empowering Your Team

(Within 90 Days)

During the final stretch of your onboarding, we focus on empowering you for the road ahead. Although you’ve reached the end of onboarding, your new growth journey is just starting, as we:

  • Fine-tune operational support processes to guarantee smooth sailing in your day-to-day activities.
  • Transition to a support model that ensures you have our experts at your fingertips, ready to assist with anything you need.
  • Wrap up with final reviews and meetings to make certain your setup is flawless.
  • Start billing and formally close the onboarding chapter, symbolizing the beginning of our continuous partnership and support.

Note that this time frame depends on many factors and could be much shorter depending on your needs.

Meet Your Dedicated
Ntiva Support Teams

At Ntiva, we're all about doing things holistically and strategically. As a client, you are assigned a dedicated team that truly understands your business. This close relationship allows us to offer personalized service that makes it feel like we're an extension of your team.

Our team members are among the best: knowledgeable, skilled, and dedicated to making your experience with us exceptional. They're the heart of our operations and are always ready to assist.

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Account Management Team

Your dedicated account manager is more than just a contact; they're your partner in ensuring that Ntiva's services perfectly align with your organizational needs. Expect proactive updates, regular strategy reviews, and a friendly voice ready to tackle any questions.

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IT Advisor Team

Our IT advisors are your strategic allies, making sure that every tech solution boosts your business goals. They keep you ahead with annual and mid-year technology reviews, along with guidance about cybersecurity risk.

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Virtual CIO Team

As your business expands, so does the complexity of your strategic needs. Our virtual chief information officer (vCIO) services offer high-level strategic planning and execution, acting as an extension of your executive team to match your growing ambitions.

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Remote Service Desk

Day or night, our 24/7 remote service desk is always ready to address and resolve your tech issues swiftly. For anything that needs extra hands-on help, we rapidly escalate to our field operations for fast resolution.

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IT Support Team

Available as an optional add-on, our dedicated support hours service complements our service desk by providing additional specialized technical support both on-site and remotely to tackle unique business and technology challenges.

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Cybersecurity Team

Beyond the security services included in your base service plan, we also offer advanced cybersecurity solutions that you can add to your plan. From individual products to a fully managed security program with virtual chief information security officer (vCISO) services, your business can choose what best fits your security needs.

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Professional Services (Pro Serv) Team

Our Pro Serv team specializes in managing bespoke and advanced IT projects that require extensive effort beyond regular support. This optional service is perfect for tackling specialized projects that are not covered under regular service contracts.

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Digital Transformation Team

Our Digital Transformation team revolutionizes your business's operations and delivery of value. This team focuses on integrating digital technology to enhance systems, develop new workflows, and fundamentally transform your business operations and client interactions.

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Ntiva Signature Support Plan Options

Ntiva Signature Support Plans (SSP) are available in two levels: Complete and Compliance. Regardless of the plan you choose, you will receive a dedicated account manager and an IT advisor who are invaluable resources for executing strategic planning and managing the day-to-day.

Below, we outline the services included in each support plan level.

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Ntiva Service Delivery Standards

We deliver more than just technology. We offer seamless technology solutions that are both simplified and sensible.

Ntiva knows the biggest issue with MSPs isn’t the way they treat computers and servers—it’s how they treat humans. There is nothing worse than vendors trying to cover mistakes, claim ignorance, or avoid responsibility.

Building trust from the ground up is the key to our many long-term relationships, and is the most effective way to move clients forward.

Josiah Hunter of Lindsey Business Group remembers the moment he decided to work with Ntiva:

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The first interaction I ever had with Ntiva. And from that point on, I trusted them. I get calls from other MSPs every day, but it’s not a question I’ll move on. I never check a bill. I know Ntiva could have made more money by giving me exactly what I asked for, and yet they countered with a solution that worked better for my company.

Josiah Hunter
COO/CFO, Lindsey Business Group

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What Makes Us Different

Ntiva is spearheading a new era of IT support, where your needs drive our actions and your satisfaction is the benchmark of our success. Maintaining this high standard of service requires our team to be laser-focused on establishing formal yet easy-to-execute processes for reliable operations.

We believe 20th-century economist and engineer W. Edwards Deming said it best:

If you can’t describe what you are doing as a process, you don’t know what you’re doing.

At Ntiva, we aren’t satisfied with creating processes that simply make sense for a business. We aim to develop and establish technology processes that make the most sense for your business.

Service Desk Objectives

We’ve designed our service delivery to be ready with the exact support you need, right when you need it. As our commitment to you, here are the response times you can expect based on the priority level of your request.

Our response times are aligned with your local working hours, ensuring that IT support is on your schedule. You specify your urgency level, and we adapt our service to match. We’re here to work with your flow, ensuring that issues are not just resolved, but resolved completely and accurately.

Priority 1 - Immediate

Within 15 minutes

For those moments when every minute counts, expect a prompt response to urgent issues that disrupt your operations significantly.

Priority 2 - Quick

Within 1 hour

Major impediments to your core tasks? We’re on it within a reasonable time frame.

Priority 3 - Normal

Within 4 hours

We’ll have solutions ready in a timely manner for less critical concerns that still need attention.

Priority 4- Scheduled

Within 24 hours

For everything else, we’ll touch base within and appropriate time frame -because every detail matters.

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Commitment to Security

As IT specialists, the security of your data and systems is our top priority. We employ industry-leading safeguards and continuously monitor for threats so you can rest easy knowing that your sensitive data is protected around the clock. By implementing rigorous security measures at the organizational, operational, and policy levels, we keep your data, applications, and infrastructure safe.

Ntiva’s deep-seated commitment to security permeates throughout every level of our organization, ensuring a security-first mindset across the company that’s woven throughout all processes:

  • Onboarding and Training
  • Leadership Governance
  • Physical Security and Operations
  • Access Control
  • Incident Response and Testing

Security and trust go hand in hand. Maintaining our integrity is a commitment we take very seriously, which is exactly why we work so hard to deliver superior protection and security services for our clients.

Additional Resources

Download our Client Services Guide for more details on our tailored services.

To find out more about Ntiva’s services and their business impact, check out our Knowledge Center by following the links below: