Your Questions, Answered—Straightforward
and Jargon-Free.
We know that choosing an IT partner is a big decision.
You’re not just buying tools or tickets—you’re trusting us with the digital heartbeat of your business.
Here’s what we get asked the most by people just like you.
General Inquiries
Services
Solutions
Engagement & Partnership
For New Clients
About Our Approach
For Existing Clients
Industry Specific
Tough Questions
General Inquiries
What kind of companies do you work with?
We work with small to mid-sized organizations across industries who rely on technology but don’t want the burden of managing it internally. From law firms and logistics to nonprofits and retail—if you need your systems to work without the stress, we’re a fit.
Do I need to outsource all my IT to work with you?
Nope. Many of our clients have internal IT teams. We support them by handling backend operations, special projects, helpdesk overflow, or strategic planning.
Can you work with our existing tools and systems?
Almost always. We’re tool-agnostic and integration-friendly. If your stack supports your goals, we make it run better. If it’s holding you back, we’ll suggest improvements—with your budget in mind.
What’s your approach to onboarding new clients?
We’ve designed a calm, guided onboarding process that avoids disruption. We listen, audit, plan, and implement at your pace—often with zero downtime.
Services
What’s included in “Essential Ops”?
Think of Essential Ops as your always-on IT engine. It includes monitoring, maintenance, patching, alerts, and early warnings—so systems run quietly and consistently in the background.
How fast is your People Desk response?
Most requests are acknowledged within minutes. Our remote support is fast, empathetic, and available during your business-critical hours. If something’s urgent, we prioritize accordingly.
What’s Smart Stack Integration?
It’s our way of making your tools talk to each other. We optimize and connect your core business apps—calendars, file systems, email, CRMs—so your team spends less time troubleshooting and more time producing.
What does “Vision Line” advisory really involve?
It’s more than advice—it’s strategic planning. We help you forecast IT budgets, plan infrastructure, choose tools, and align technology with growth. Like having a part-time CTO with full-time clarity.
What’s the role of Infra Guard in your support model?
Infra Guard manages the life and health of your hardware, software, and vendor relationships. We handle renewals, license compliance, and coordinate support across your 3rd-party tech providers.
Is Onboarding & Transition Care included in every tier?
A version of it is. Basic onboarding is part of every engagement. For larger migrations, reconfigurations, or multi-office transitions, we offer enhanced transition support as an add-on.
Solutions
How is Workplace Tech different from just buying devices?
Workplace Tech covers the entire employee tech experience—from procurement to setup, from printing to password resets. We don’t just drop off devices—we manage how people interact with them.
What do you mean by “Tech Relief”?
It’s our approach to helpdesk: responsive, human, and painless. We fix tech issues before they become people issues. Your team feels supported, not frustrated.
Is Path Builder only for large companies?
Not at all. Smaller teams benefit from strategic IT just as much. We right-size your roadmap, whether you’re 10 people scaling up or 100 refining your processes.
Can AssetWise track our software too—or just devices?
Both. We track the health, status, renewals, and risk of your entire IT inventory—hardware and software—so you’re never caught off guard.
What’s the difference between Stack Sync and basic setup?
Stack Sync goes beyond setup. It ensures that your tools are deeply connected—so actions in one platform trigger efficiencies in another. It’s the difference between “installed” and “integrated.”
Engagement & Partnership
Are there long-term contracts?
We believe in earning your trust, not locking you in. We offer flexible terms and clear SLAs that fit your growth stage.
How do you price your services?
We offer right-sized pricing based on the scope, complexity, and level of support needed. No hidden fees. No vague line items. You’ll always know what you’re paying for and why.
Do you offer 24/7 support?
Yes—depending on your package. After-hours and emergency coverage is included in certain plans or can be added as needed.
How do you report performance and progress?
Monthly insight reports, quarterly reviews, and real-time feedback loops. We don’t just show up—we show results.
Can you work with our compliance needs (e.g., HIPAA, SOC 2)?
We’re familiar with most frameworks and help organizations align operations to meet compliance goals—but note, we do not offer direct cybersecurity remediation or compliance audits. We work alongside your security providers when needed.
For New Clients
What does onboarding look like?
Our 30-day transition process includes:
- Discovery - We map your entire tech environment
- Stabilization - Fix immediate vulnerabilities
- Optimization - Implement improvements
- Knowledge Transfer - Train your team on new systems
Will we have a dedicated account manager?
Yes—you'll get a named Technology Strategist who learns your business inside out, plus a backup team member for continuity.
How do you handle after-hours support?
Our 24/7 operations center handles overnight/weekend issues, with escalation to your strategist for critical business-hours follow-up.
About Our Approach
What's your philosophy on software/hardware choices?
We recommend:
- Best-fit over "best in class"
- Interoperability over vendor lock-in
- Scalability over short-term fixes
Do you push unnecessary upgrades?
Never. We'll only recommend changes that:
- Solve a verified business problem
- Deliver measurable ROI
- Fit your budget and timeline
How transparent are your pricing and reporting?
You'll get:
- Flat monthly fees (no hourly surprises)
- Itemized invoices showing exactly what you pay for
- Monthly reports in plain English
For Existing Clients
How do you track our changing needs?
Through:
- Quarterly business reviews
- Annual technology assessments
- Continuous system monitoring
- Regular check-ins with your team
What happens if we outgrow our current tier?
We make upgrading seamless—often handling the transition behind the scenes before you even notice the need.
Can we adjust services as our business changes?
Absolutely. Our flexible agreements allow you to:
- Add or remove solutions monthly
- Scale user counts up/down
- Pause services if needed
Industry Specific
Do you understand [our industry]'s unique needs?
We've deep experience in:
- Professional services (compliance, document security)
- Manufacturing (shop floor connectivity, OT systems)
- Retail (POS integrations, inventory systems)
- Nonprofits (grant-funded tech, volunteer management)
Can you work with our specialized software?
We maintain partnerships with 50+ vertical market software providers and can quickly get up to speed on new platforms.
Tough Questions
What if we're unhappy with the service?
We offer:
- 90-day "no questions asked" cancellation
- Monthly satisfaction surveys
- Direct executive escalation path
How do you handle security breaches?
While prevention is our focus, our incident response plan includes:
- Immediate containment
- Transparent communication
- Root cause analysis
- Process improvements
We've never had a client experience a major breach under our management.
What happens if our strategist leaves?
Your account always has:Read Our Service Guarantees
- A primary strategist
- A backup who knows your business
- Full team support
Don’t see your question here?
That’s probably because it’s specific—and that’s exactly how we like to work.
Still Deciding?
What makes Athena IT different from other MSPs?
- We listen first, act second
- We don’t talk in jargon or hide behind ticket numbers
- We build relationships, not just solve tech issues
- We focus on your business outcome—not our backend
- And yes, we’re actually nice to talk to