The questions prospects and clients ask most, grouped by what you are trying to decide. Pricing first, because that is what most people came here for. If your question is not answered below, call (954) 474-2204 in Florida or (516) 536-5006 in New York, or email [email protected].
Jump to: Pricing and cost | Support and response times | Getting started | Security and compliance | Working with your internal IT | About WheelHouse IT
WheelHouse IT prices managed IT as a fixed monthly fee. The fee is scoped to your user count, your environment, and the compliance obligations you carry, and it is set after an assessment of what you actually run rather than from a generic per-seat table. Ticket volume does not move the invoice. A free network risk assessment documents what you have, what is exposed, and what needs attention first, and the proposal is scoped from those findings.
Help desk support for your users, 24/7 monitoring from the internal Network Operations Center, patching and lifecycle management, your assigned support pod, vendor coordination, strategic business reviews, and real-time access to our platform. Anything outside the agreed scope is quoted before work starts, so there is no line on the invoice you did not approve. See what is included in managed IT services.
Hourly billing pays a provider to keep fixing the same thing. A fixed fee pays them to make it stop. WheelHouse IT analyzes patterns in its own service data to find recurring issues and remove the cause, and that work only makes commercial sense when the fee does not rise with ticket count. Finance also gets one predictable number to budget instead of a variable line item.
No, not for new clients. New client agreements run month-to-month, without multi-year commitments. The service has to earn its place on your budget every month, which is the strongest accountability a provider can offer. Specific terms are stated in plain language in your agreement, so there is nothing to discover after signing.
Yes, and it is scoped to your environment rather than pulled from a rate card, because a 20-person office and a 200-person multi-site operation take different amounts of work to document and secure. The number comes with your proposal, so you see it before you commit to anything. What it buys is the reason support stays fast later: nobody is discovering your network in the middle of an outage.
Yes. Your account manager sources hardware and licensing, and recommendations are platform agnostic rather than tied to one vendor’s margin. Replacements are planned against lifecycle data instead of ordered as emergencies after something fails. WheelHouse IT has completed 3,000+ projects and 500+ migrations. See the case studies.
Get a free network risk assessment to see the scoped monthly number for your business.
The measured average wait to reach a live team member by phone is 52 seconds. The measured average ticket resolution time is 29.6 minutes. Those are reported averages from our own service data rather than service-level targets, and over 95% of clients rate their support experience satisfactory or better. More on IT support and the help desk.
A WheelHouse IT employee answers. The 24/7 Network Operations Center is staffed internally and never outsourced overseas. More than 60 IT professionals work across the Fort Lauderdale, New York, and Orlando offices, and 75,000+ support tickets have been closed without outsourcing. Meet the company and the team.
A pod is the small, named support team assigned to your business. The same engineers work your tickets, so nobody has to be re-briefed on your network, your line of business applications, or which people in your office need what. You get named team managers instead of an anonymous queue.
Yes. The internal Network Operations Center monitors client environments 24/7 and acts on alerts, so most issues are handled before anyone reports them. Monitoring covers servers, network devices, endpoints, and backup jobs.
Every help desk ticket sends a satisfaction survey when it closes, and responses are tracked per ticket and per client rather than summarized once a year. The current rating is over 95% satisfaction, and Google review ratings run 4.7 to 5.0 stars across locations. Low scores get reviewed, not filed.
Yes. Our platform shows open tickets, project status, onboarding and offboarding progress, and the health of your environment in real time. It was built in house rather than bought, which is why it reports on the way the support team actually works.
Clients get access to an on-demand eLearning library of more than 5,000 short, to-the-point training videos covering the Microsoft ecosystem, so staff learn the tools they already have instead of filing a ticket to ask how something works. Organizations can also upload their own content, which turns the library into a learning management system branded as their own. Separate from the library, WheelHouse IT delivers cybersecurity awareness training and phishing simulations.
See how the help desk and the internal NOC work day to day in IT support and help desk.
Start with a conversation. Call (954) 474-2204 in Florida or (516) 536-5006 in New York, or email [email protected]. From there WheelHouse IT runs a free network risk assessment that documents what you have, what is exposed, and what needs attention first. Nothing has to be tidy before that call.
Onboarding runs in six phases. It starts with kick-off and access, where the WheelHouse IT team connects with your key people and sets expectations. Infrastructure discovery follows: engineers assess your network, hardware, and critical applications to build a clear picture of the environment. Operational insight reviews existing systems, vendors, and user access to identify gaps and risks. Standardization and education puts best practices in place and guides your team through the documentation that keeps operations secure. Then the service desk goes live and proactive monitoring begins, with no interruption to your work. A final review and wrap-up closes the transition and hands the account to ongoing support.
The handoff is planned before anything changes. WheelHouse IT documents what your current provider manages, confirms that access, credentials, and licensing transfer cleanly before cutover, and advises staying current on the outgoing provider’s invoices so cooperation holds through the transition. Support coverage does not lapse between providers, and your team keeps working through the switch. Most of the transition happens behind the scenes.
WheelHouse IT is built for organizations of roughly 20 to 250 employees, which is where a fixed fee and a dedicated support pod fit best. Organizations outside that range are evaluated case by case.
Yes. WheelHouse IT staffs offices in Fort Lauderdale, New York, and Orlando, and supports clients in 18+ states and Puerto Rico. Support is delivered remotely by the same internal team wherever a client operates, and onsite work is scheduled for projects and for situations where remote is not the right tool.
No. WheelHouse IT does not support personal devices, because security and patching cannot be guaranteed on hardware the business does not control. What WheelHouse IT does protect is company data on personal devices: a personal phone or computer that accesses company email or files can be secured through mobile device management, which protects the business’s data without touching personal content.
Yes. Scope is set against what you already run and what you are held to, so a 30-person medical practice with HIPAA obligations and a 200-person construction firm with job site networks do not get the same package. See the industries served.
Ready to start? Schedule a conversation or call (954) 474-2204 in Florida and (516) 536-5006 in New York.
Yes. WheelHouse IT provides compliance management and virtual Chief Information Security Officer (vCISO) guidance for HIPAA, SOC 2, PCI-DSS, and GDPR. The team includes CISSP-certified engineers, staff verified as HIPAA compliant through an independent third party, and specialists holding security and compliance certifications from Microsoft and other industry partners. The work covers controls, documentation, and the evidence an auditor asks for, not only the technology. The compliance obligation itself stays with your organization, as it does with any provider, and WheelHouse IT builds and maintains what meeting it requires.
Yes. WheelHouse IT has completed a SOC 2 Type 1 examination, audited against AICPA standards by an independent CPA firm, and put its controls through that audit before a client required it. If a provider manages your systems, their controls are part of your risk, and an examiner will eventually ask who verified them.
Yes. Policy work starts during onboarding and continues through annual security reviews. WheelHouse IT drafts the policies your framework requires, covering acceptable use, access control, passwords and multi-factor authentication, devices, and incident response, then maintains them as the environment changes rather than leaving a document to go stale.
Controls are layered across the three places attacks actually land: devices, identities, and email. The catalog includes managed detection and response, SOC and SIEM monitoring, next generation endpoint protection, email security that inspects what native filtering misses, identity monitoring that catches account takeover and business email compromise, removal of standing administrator rights with elevation granted just in time, identity verification before any password or MFA reset at the help desk, mobile device management, penetration and vulnerability testing, patch management, and backup and disaster recovery. Coverage is matched to each client’s risk profile and compliance obligations, and reviewed annually rather than set once at signing.
Not the way most businesses assume, and this is no knock on Microsoft. Microsoft is excellent at keeping the service online and available. Retaining and recovering your own data against accidental deletion, malicious action, and retention gaps is the customer’s responsibility, and Microsoft’s own service agreement says so. That is why WheelHouse IT maintains a complete, independent backup of Microsoft 365 data, including email, OneDrive, SharePoint, and Teams, in a third-party repository outside the Microsoft tenant, with point-in-time recovery.
The internal Network Operations Center and the managed security service work to isolate affected systems and stop the spread, and documented backup and disaster recovery restores operations from a known good copy. Recovery plans are tested before they are needed, not discovered during the incident. WheelHouse IT also produces the incident documentation your insurer, your regulator, and your clients will ask for.
You do. Your organization owns its Microsoft tenant and licensing in its own name. WheelHouse IT is responsible for maintaining the tenant and securing the licenses, and standard Microsoft licensing is priced at the same rate Microsoft charges, with no markup. Azure consumption is priced separately. WheelHouse IT also holds direct access to Microsoft’s highest tier of partner support, so escalations reach Microsoft engineers instead of waiting in a general queue. Some providers hold a client’s tenant or licensing under the provider’s own account, and that arrangement becomes leverage the day the client wants to leave. Whoever you evaluate, ask who holds ownership of your tenant. The answer should be you.
More detail in security and compliance.
Co-managed IT is a core service rather than an exception. WheelHouse IT takes the parts one person cannot cover alone, including 24/7 monitoring, patching, tooling, and security depth, and leaves your internal person on the work that needs someone who knows the business.
No. In a co-managed engagement the scope, the escalation path, and the division of responsibility are written down before work starts. In practice the internal person gets fewer interruptions and time for the projects that have been waiting.
Managed IT means WheelHouse IT operates the full IT function. Co-managed IT means WheelHouse IT works alongside your existing IT person or team on an agreed split of responsibility. WheelHouse IT delivers these as two programs: Comprehensive, where every user reaches WheelHouse IT directly, and Foundational, where your internal team stays the face of IT and WheelHouse IT owns infrastructure and security behind them. Foundational is a flagship engagement in its own right, built to strengthen an internal team rather than work around it. Which program fits depends on what you already have in house.
WheelHouse IT deals with your internet provider, phone vendor, line of business software support, and hardware manufacturers, so your staff is not on hold explaining a problem to a third party. The goal is one number to call for anything technology related.
See how the split works in co-managed IT services.
WheelHouse IT is a privately owned managed IT services provider with 25 years in business, headquartered in Fort Lauderdale with offices in New York and Orlando. WheelHouse IT is ranked No. 50 on the Channel Futures MSP 501, the independent ranking of the top 501 managed service providers worldwide, drawn from applicants worldwide and based on audited operational and financial data, with no payment to apply or place. The company’s own security controls have been examined by an independent CPA firm against AICPA SOC 2 standards, and it has been named to the Inc. list of America’s fastest-growing private companies four times. WheelHouse IT serves organizations of 20 to 250 employees, with concentration in healthcare, legal, financial services, manufacturing, and construction. More about the company.
Yes. WheelHouse IT is privately owned and operated, with no private equity ownership. That matters right now because the MSP industry is consolidating quickly, and when a provider is acquired, clients tend to see the same pattern: familiar engineers leave, response times slip, and contracts get restructured around the new owner’s targets. WheelHouse IT’s ownership has not changed in 25 years, and decisions are made by the people who run the company, not by an investment timeline.
A managed IT service provider (MSP) runs your IT function for a recurring fee instead of billing you by the hour every time something breaks. That covers the help desk your staff calls, monitoring and patching, security, backup, vendor coordination, and planning what gets replaced and when. The real difference between providers is whether they close tickets or remove the reason the ticket happened.
The operating difference is that WheelHouse IT analyzes its own service data, so recurring problems get removed instead of re-closed. Behind that: privately owned and operated rather than private-equity backed, so the team you sign with is the team that stays. Ranked No. 50 on the 2026 Channel Futures MSP 501, an independent ranking with no payment to apply or place, for the seventh consecutive year. SOC 2 examined by an independent CPA firm. Microsoft Solutions Partner for Modern Work and Azure Infrastructure, and Microsoft US SMB Greater Southeast Partner of the Year. Named to the Inc. 5000 list of America’s fastest-growing private companies four times. 300+ long-term clients. See the awards and press.
Yes. The Fort Lauderdale headquarters is open to clients and prospects. Seeing the Network Operations Center staffed by employees is the fastest way to confirm the support is not outsourced. Call (954) 474-2204 to arrange a visit.
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Still deciding? A free network risk assessment documents what you are running, what is exposed, and what needs attention first. Nothing has to be cleaned up before it. Get a free network risk assessment.
