How support works
What happens from the moment someone on your team asks for help: who answers, how fast, who comes on site, and what happens when it gets complicated.
Our help desk, shared with sister company Boston Managed IT. Last 90 days of client email, to October 2026. How we measure it is explained below.
From request to resolved
01
Call (813) 999-0086, email hello@swfit.io, or use the client portal. Every request becomes a ticket, so nothing gets lost in someone’s inbox.
02
We sort by impact. A business-down outage or a security alert goes to the front of the line. One person’s printer waits its turn.
03
A US-based engineer on our help desk replies, not an offshore call center. The median email first response is 12 minutes.
04
Most issues are fixed remotely while your team keeps working. We only connect to a computer after the person at the keyboard accepts, and every session is logged.
05
Anything complex moves to a senior engineer, and to our CEO when it matters to your business. No account-management layer in between.
06
Local technicians come to you from Tampa to Naples for hardware, network, and office work that cannot be done remotely.
Behind every ticket
We call Microsoft, your internet provider, your phone carrier, and your software vendors so you do not have to, and stay on the ticket until it is closed on their end too.
Every change is written down: network layout, devices, software, vendor contacts, and admin credentials in a secure password vault. The next engineer starts where the last one stopped.
When the same problem comes back, we stop patching it and find out why, then fix it for good or tell you what it would take and cost.
After hours
Monitoring never stops. AI-driven monitoring and managed detection and response run around the clock on every managed device, and alerts reach an engineer automatically.
Need guaranteed after-hours response? Add After-Hours Critical Support, quoted per client. See pricing.
Small team. Not a single point of failure.
You reach an engineer fast and leadership is a phone call away. Your support never depends on one person. Here is the system behind it.
Our help desk is shared with Boston Managed IT, so coverage never depends on one person in Florida.
Your environment lives in one documentation platform, not in one person’s head. Any engineer can pick up any client.
The same monitoring, security, and configuration standards at every client.
Any engineer can see what is wrong and fix it without waiting for a site visit.
AI-driven monitoring and managed detection and response run around the clock, and alerts route to an engineer automatically.
From the first engineer to a senior engineer to the CEO, and into Microsoft, Huntress, and NinjaOne through our partner accounts.
How we measure it
Our response figures come from our help desk, which we share with Boston Managed IT: the time from a client’s email to our first reply, over the last 90 days, with automated alerts left out. We publish the median because it is honest. Overnight and weekend requests wait longer, and we say so. We re-measure every quarter.
Questions
A US-based engineer on our help desk, which we share with our sister company Boston Managed IT. There is no offshore call center.
Local technicians across the Gulf Coast, from Tampa to Naples, for anything that needs hands.
Another engineer picks it up with the same documentation, tools, and full ticket history. Coverage does not depend on one person.
Monitoring runs around the clock. Clients who need guaranteed after-hours response add After-Hours Critical Support, quoted per client.
No. Monitoring reports on the condition of each computer, not what is on it. Remote sessions need someone at the keyboard to accept them, and every session is logged.
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