A Note from Chris
As 2024 nears its end, we celebrate what has been a milestone year for IT Insights, and we hope it’s been a great one for you too!
This year, IT Insights proudly marked our 5th anniversary, continued to expand our team with skilled professionals, and earned nominations for several prestigious awards recognizing our work and local impact. It’s been a year of growth and accomplishment, all of which reinforces our commitment to delivering exceptional value to our clients.
Looking Back, Moving Forward
The end of the year is a time for reflection and planning. We’ve reviewed our tools, processes, and feedback to ensure we maintain our position as a local leader in cybersecurity.
While our current tools have served us well, our team—after careful reflection and conversations with vendors—identified new solutions for 2025 that will significantly enhance the scope and integration of our cybersecurity offerings, all while remaining highly cost-effective.
Introducing New Security Solutions
Cybersecurity is no longer optional. Threats are very real, growing more sophisticated, and staying ahead requires cutting-edge protection. Here’s what’s new:
Together, these solutions deliver 360-degree protection for your systems and users, ensuring robust defense across all platforms.
What Does This Mean for You?
For most clients, the shift to this new model will result in only a minor price adjustment. However, the improved security—both in depth and breadth—far outweighs the cost. Your Account Manager will review these changes with you during your next session, and we’re confident you’ll see the value in this enhanced protection.
Looking Ahead to 2025 and Beyond
We look forward to continuing to serve you in 2025 and beyond. These updates reflect our mission to deliver enterprise-level security at small-business prices, keeping your organization safe and successful.
If you have any questions or concerns related to this change, please don’t hesitate to reach out to your Account Manager or contact me directly at csirianni@itinsightsroc.com.
Best wishes,
Chris Sirianni
Founder and President
IT Insights
Introducing 24/7 Support
Many of our clients operate within the traditional “9 to 5” model and rarely need support outside those hours. While this works for many, it’s not true for all, and we’ve always made an effort to be available during extended hours, weekends, and beyond the typical workday. We are now proud to announce that we are officially rolling out 24/7 support for all clients, at no additional cost. By the time you read this, it will be live!
How It Works
After-hours phone support will be available by calling our dedicated support line at 585-252-4425. You’ll be able to receive support, escalation assistance, and the same great service you expect from our team.
As always, we are committed to providing the best service possible. We value your feedback to help us continue delivering service that meets your expectations.
A Year in Review
Reflections and Plans with Nick Polce
What Went (and is still going!) Well
What initially drew me to IT Insights was our business model. I truly believe our approach is a disruptor in the IT Managed Service Provider (MSP) space. The industry was ready for a fresh perspective, and I believe we’ve done an outstanding job delivering just that.
When you combine our innovative business model with the talent and drive of our exceptional business development and sales team, you create a powerful force capable of making a real impact. My first year here exceeded all expectations, and I feel like we’re just getting started on an exciting journey.
Who Did Well
The helpdesk is truly the backbone of our organization, ensuring our customers have the support they need every single day. Having spent years working on a helpdesk myself, I understand just how demanding this role can be.
This year, the team has already closed over 6,300 tickets—and with days remaining in the year, that number will only grow. We’ve maintained an average response time of less than 2 hours, with most tickets being resolved in just 15 minutes.
A huge kudos to the helpdesk team for their hard work, dedication, and exceptional performance. Their commitment does not go unnoticed, and I’m incredibly grateful for all that they do!
What is Ahead
In my second year at IT Insights, I’m focused on advancing and enhancing the exceptional services we already deliver through three key initiatives.
A Bit About Me
What I Learned
During my time at IT Insights, I’ve gained a wealth of knowledge—both technical and non-technical—that has contributed to my growth and development.
From a technical perspective, my expertise has traditionally been in telecommunications, networking, virtualization, storage, and security. However, joining IT Insights has enabled me to expand my focus to encompass full cloud architectures. This shift has provided valuable insights into these platforms and their unique capabilities.
From a non-technical perspective, I’ve gained invaluable experience in leadership. Having the opportunity to manage direct reports for the first time has been an enriching journey. I view this as a privilege—an opportunity to support someone’s professional growth and act as a mentor, helping them work toward their career goals. While I know I still have much to learn, I’m eager to absorb every opportunity for growth that comes my way.
What I Like
There are many things I enjoy about working at IT Insights, but if I had to choose just one, it would be the dynamic nature of the role. I thrive on variety, and this job offers new challenges and opportunities every day, keeping me excited to start each day. One day, I could be focused on developing a new service offering, and the next, I might be boarding a plane to visit a client at a remote location.
Diverse Client Engagements
I’ve also enjoyed working with our clients across a wide range of industries. The diversity of our customer base is one of the things I love most about being in the managed service provider (MSP) space. In a single day, I might address security concerns for a small startup, assist a large medical organization with server and storage needs, and design a new network for a golf course or country club. The variety keeps the work fresh, and no two days are ever the same. I’m honored to be part of each client’s journey and contribute to their success.
Looking Toward 2025
Looking back on my first year at IT Insights, it’s clear that we’ve made significant strides and have laid a solid foundation for the future. The collaboration, innovation, and dedication from every team member have been key to our success so far, and I’m excited to continue building on that momentum. As we move forward, I’m confident that the initiatives we’ve set in motion will further elevate our services and continue to drive our growth and impact in the industry. The journey has only just begun, and I look forward to what lies ahead.
Billing Made Better
As 2024 comes to a close, we want to inform you of a few minor updates to our invoicing process to improve our internal efficiency.
What’s Staying the Same?
Recurring Services
- Services like antivirus, backups, monitoring, phishing protection, and more will continue to bill on the 10th of each month, just as they have for the past five years. No changes here!
What’s Changing?
Monthly Support and Maintenance Labor
- Labor for monthly support and maintenance will now be billed on the final business day of the month in which the work occurs. For example, if you submit a ticket in January, the labor will be invoiced at the end of that month.
Projects and Hardware Orders
- Hardware-only orders will still be billed on the Thursday following approval and ordering.
- For projects involving hardware, billing will follow the same pattern for hardware, and the associated labor will be invoiced at the end of the month when the work is completed.
What Does This Mean for You?
These changes are designed to streamline our processes and should have minimal, if any, impact on our clients.
If you have any questions or would like to discuss these updates, please don’t hesitate to contact Teresa Cologgi at tcologgi@itinsightsroc.com.
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