Proudly American
Built in the USA, and staying that way
Every engineer who answers your call, touches your network or handles your data is an American employee, working from Gilbert, Arizona. Not a contractor. Not a marketplace. Not a night shift on the other side of the world reading from a script.
The commitment
One sentence, no asterisk
We do not outsource, offshore, subcontract or resell your support to anybody.
Plenty of IT companies say something similar and mean something narrower. The common version is that the salesperson and the account manager are local while the people doing the actual work are not. The call gets answered in one country, triaged in another and worked in a third, and by the time somebody touches your server, the person who sold you the contract has no idea who that is.
Nothing in that arrangement is illegal, and most of it is invisible to the client. We simply do not do it.
When you call (602) 677-0779 during business hours, one of our employees picks up. When a ticket escalates, it moves to a more senior employee in the same building. When somebody needs to drive out, it is one of the same people. We have been doing it this way since 2015. It is not a position we adopted when it became fashionable, it is how the company was assembled.
Ask any provider these three
- Who answers the phone after hours, and where do they sit?
- Are your technicians employees or contractors?
- If a ticket escalates, does it leave your company?
A provider who cannot answer all three in plain language is telling you something.
What we actually mean
Where the line is drawn, specifically
Vague commitments are easy. Here is the same promise broken into the parts that usually get quietly excluded.
The help desk is not a call center
No overflow provider, no white label desk, no after hours partner answering under our name. The people on the phone are the people on the payroll, and they have your documentation because they wrote it.
Monitoring is watched by us
Alerts from your network come to our engineers, not to a third party operations centre triaging for a hundred other companies. Nobody outside this company sees what your systems are doing.
Onsite work is our own people
We do not book a technician through a national dispatch marketplace when a site visit is needed. The person walking into your office is somebody we hired, and somebody you have probably already spoken to.
Repairs happen in our workshop
Machines are diagnosed and repaired by us, not shipped to a depot and returned with a form letter. That is also why we can tell you what actually failed rather than which board got swapped.
Your data does not travel
No offshore staff means no offshore access to your files, your email tenant or your backups. For medical, dental, legal and financial clients, that removes a whole category of question from a vendor review.
We say no to work we cannot staff
The honest cost of this policy is that we grow at the speed we can hire, and occasionally we turn down an account because taking it would mean breaking the rule. We would rather stay the size we can staff properly.
Why it matters to you
This is not about patriotism alone
The flag is the easy part. The practical reasons are what keep the policy in place when it would be cheaper to bend it.
- There is always a name. When work is subcontracted, responsibility gets diluted at every handoff. Here there is nowhere for a problem to go except back to the person who owns it, which changes how carefully it gets handled in the first place.
- Nobody re-explains your setup. The most expensive part of a support call is describing your environment to a stranger. Your pod already knows why that one printer is on a static address and which application breaks when the server reboots.
- A shorter list of people. Every additional company with credentials to your network is another set of hiring standards, another security posture, and another breach that becomes your breach.
- We are awake when you are. Arizona does not observe daylight saving, so our hours are steady all year. Your morning is our morning, which is a duller advantage than it sounds until you have waited overnight for an answer.
- The money stays here. Wages paid to engineers in the East Valley are spent in the East Valley, often with the businesses we support.
The promise, itemised
- Help deskOur employees, Gilbert
- After hours lineOur employees, Gilbert
- Monitoring and alertingWatched in house
- EscalationsNever leave the company
- Onsite visitsOur own engineers
- Hardware repairOur own workshop
- Access to your dataUS staff only
- Tickets ever offshoredZero
Straight answers
Questions about how we staff
Is any part of support handled outside the United States?
No part of it. Not the help desk, not the after hours line, not monitoring, not escalations, not repairs. Every person who answers your call, touches your network or handles your data is our employee, working from Gilbert.
Are your technicians employees or contractors?
Employees. We do not staff tickets through contractor marketplaces or dispatch networks, and we do not white label another provider's desk under our name.
If a ticket escalates, does it leave your company?
No. It moves to a more senior engineer in the same building, who can walk over to the first one and ask what they already tried. That continuity is the whole point of the pod model.
Does any third party see our monitoring data?
No. Alerts come to our engineers, not to an operations centre triaging for a hundred other companies. Monitoring data is a map of your business, and the list of people holding that map should be as short as possible.
Where do repairs happen?
In our own workshop. Machines are not shipped to a depot and returned with a form letter, which is also why we can tell you what actually failed rather than which board got swapped.
Does this cost more?
Our rate is $250 per hour and our managed pricing is published in full on the pricing page, so you can compare it against anyone. The real cost of the policy is not to you, it is to us: we grow at the speed we can hire, and we occasionally turn down an account because taking it would mean breaking the rule.
Ask us the three questions
Then ask whoever you are comparing us against. The answers tend to be more revealing than any proposal.
