How support works
What happens from the moment someone on your team asks for help: who answers, how fast, and what happens when it gets complicated.
Last 90 days of client help desk email, to October 2026. How we measure it is explained below.
From request to resolved
01
Email support@bostonmit.com, use the client portal, or call (617) 322-5155. 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 named engineer who knows your environment replies, not a call center reading a script. Our 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. If it matters to your business, it reaches our CEO directly. No account-management layer in between.
06
From our Waltham office we come to you across Greater Boston 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. We 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. Recurring issues get a permanent fix or a clear recommendation with the cost.
After hours
Monitoring never stops. Monitoring and managed detection and response run around the clock on every managed device, and alerts reach an engineer automatically.
Every client gets best-effort help after hours. Clients who need guaranteed after-hours response times add After-Hours Critical Support, which puts an on-call engineer on their account. See pricing.
Small team. Not a single point of failure.
Being small means you reach an engineer fast and leadership is a phone call away. It does not mean your support depends on one person. Here is the system behind it.
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. Familiar systems are faster to fix and harder to break.
Engineers work across our clients, and every ticket keeps its full history, so coverage does not depend on who is in that day.
Monitoring and management software on every computer lets any engineer see what is wrong and fix it without waiting for a site visit.
Monitoring and managed detection and response run around the clock. 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 own help desk: 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 and update this page.
Questions
An engineer on our team who knows your environment. There is no outsourced call center and no offshore tier.
Another engineer picks it up with the same documentation, the same tools, and the full ticket history. Coverage does not depend on one person.
Every client gets best-effort help after hours. Clients on the After-Hours Critical Support add-on get guaranteed after-hours response times from an on-call engineer.
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.
We look for the cause instead of fixing the symptom again, then either fix it for good or tell you what it would take and what it would cost.
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