One agreement,
everything running
The day-to-day of your technology: people who answer when your team calls, every device managed remotely, everything watched around the clock, and updates tested before they are installed.
What operations means at Headway
IT operations is the day-to-day running of a company's technology. Headway Strategy provides it as a managed service across the United States: a fully managed help desk, remote management and support for every computer and phone, continuous monitoring of networks, servers and devices, and tested monthly patching, all inside one agreement priced per person.
- The help desk answers phone and email support requests from every person in your organization.
- Standard initial response is four business hours; a server outage gets a response in 15 to 30 minutes.
- Windows, Mac, Linux, iOS, iPadOS and Android devices are all managed, patched, monitored and remotely supported.
- Patches are reviewed and tested by our engineers each month before they are installed.
What’s included
Support, device management, monitoring, and patching for your whole organization. Every service here is part of the agreement, not an add-on you pay for later.
Fully Managed Help Desk
Your team calls or emails, a real engineer picks it up, and the ticket stays open until the person who reported it says it is fixed.
- Phone and email coverageOur support desk answers phone and email requests from every user in your organization.
- Committed response timesThe standard service level is a 4 business hour initial response once a ticket is opened. Critical and executive issues are answered faster.
- Resolved, not deflectedThe team works the ticket through to a fix and only closes it once the user confirms the issue is actually resolved.
Initial response times
- Critical
- 15–30 minutes
- Server outages and anything that stops the business.
- High
- 1 hour
- C-level, VP-level, and general manager requests.
- Urgent
- 4 business hours
- Flagged urgent in the subject line.
- Normal
- 1 business day
- All other tickets.
Remote Management & Support
One team maintains the whole fleet, whatever it runs: Windows, Mac, Linux, iOS, iPadOS, and Android.
- Remote managementWe run scripts, install and remove applications, and perform both scheduled and as-needed maintenance on every managed device.
- Mobile device managementWe manage Android and iOS/iPadOS devices: installing apps, applying policies, configuring settings such as wireless networks and VPNs, and protecting company data.
- Remote supportWe can see and control the screen on Windows, Mac, Linux, iOS, iPadOS, and Android devices, so we fix the problem with the user instead of talking them through it.
Monitoring & Alerting
Continuous monitoring across everything that has to stay up, with automatic action when something fails.
- Network infrastructureRouters, switches, access points, uninterruptible power supplies, power distribution units, and more, monitored for uptime and availability.
- End-user devicesDisk space, memory usage, input and output, availability, health, services, and event logs on every laptop and desktop.
- ServersThe same depth of monitoring on every server: capacity, performance, availability, health, services, and event logs.
- ServicesWe monitor the services each server is meant to run. If one fails, automatic steps bring it back into service quickly.
Patch Management
Patching handled properly for Windows, Mac, and Linux, plus the everyday applications attackers actually target.
- Approval & validationOur engineering team reviews, validates, and tests the relevant patches each month to confirm they work and will not break your existing systems.
- Application & installationOnce patches are vetted and approved, they are installed on the relevant systems so devices stay secured and protected.
- Third-party softwareWe also patch common commercial software: browsers, productivity applications, and the utilities your team relies on.
The usual IT arrangement is built backwards
We have spent years inside other people's IT operations, and the same pattern shows up almost everywhere.
You buy a slice, not a system
A monthly fee only covers part of what a business actually needs. Security tooling, compliance work, and modernization sit outside it, so the environment is only partially looked after.
Every improvement becomes a quote
Want to fix the thing that keeps breaking? That is a project, with its own scope and its own invoice. The extra costs add up, companies stop asking, and the issues compound.
You find out what is missing at the worst moment
The gaps in coverage usually surface during an outage, an audit, or an incident, when they cost the most time and money to resolve.
So we built the agreement the other way around
One monthly price per person covers the entire service offering, period. You are never quoted again for doing the right thing.
One price, everything included
Every service line we offer is included from day one. No starter tier. No premium bundle. No carefully engineered pricing ladder designed to keep the useful stuff just out of reach until you've maxed out your budget.
Projects are not extra
Migrations, rollouts, hardening, cleanup: the improvement work is part of the relationship, not a separate quote each time. We can fix root causes instead of rebilling symptoms.
The real tools, for everyone
Enterprise endpoint protection, a 24x7 security operations center, and a SIEM with a full year of retention. The same toolset regardless of company size.
Priced per person, and that is it
Your cost moves when your headcount moves. The only other charges are hardware you own and travel when we come on site. No line-item surprises.
Incentives pointed the right way
We are paid the same whether your team calls once a month or every day. The only way that works for us is to make things stop breaking, and that is where the value is for you.
Written down before it starts
Scope, response commitments, and how we are measured are agreed in writing. The rules don't change when it's convenient.
What would
this cost you?
Enter how many people are on your team, then see the two costs side by side. An employee is anyone who uses a computer: office staff, field technicians, shop floor workers, cashiers, and interns all count.
Our rate covers every service we offer and the tools behind it. The only extras are hardware, travel, and new people you add to the team.
Operations questions
Straight answers about what is covered and how it works.
Let’s talk about
your business
Tell us about your team and what is going on with your IT. A senior partner replies directly, usually within one business day.