Frequently Asked Questions

Is domain management included?

Domain management is free on every plan. You pay registrar fees at cost, and the domain stays in your name.

What identity and password tools do you use?

Okta is our identity standard. Okta password vaulting is the default password manager; LastPass and 1Password are also supported. Premium security posture scanning uses Prowler.

What is ScaleIT?

ScaleIT is managed IT service management, led by ongoing support plans. We manage laptops and desktops on Mac, Windows and Linux, accounts, licenses and security, with support in your Slack. No printers or other hardware.

Who is ScaleIT for?

Our primary customers are growth startups of about 30–50 people moving from no dedicated IT person to their first one. We also support early startups, small defense contractors, health-tech startups, professional services firms and wealth advisors. Plan minimums are billing minimums, not headcount requirements.

How does pricing work?

Essentials is $79/user/mo with a 5-user billing minimum ($395/mo); Business+ is $129/user/mo with a 10-user billing minimum ($1,290/mo); Premium is $199/user/mo with a 20-user billing minimum ($3,980/mo). Tool subscriptions are billed at cost, with startup discounts passed through. Device management has Enrolled ($15), Secured ($35), and Complete ($55) tiers per device/mo, plus $95/device setup waived on a 12-month term. Engineering (move/add/change) is $125/hr, billed hourly. Setup and migration projects are quoted as a fixed price.

Do you back up our Google Workspace, Microsoft 365 or Slack data?

Yes, on Business+ and Premium. Backup and disaster recovery is included on both: we back up mail, files and SaaS configuration (Google Workspace or Microsoft 365, Slack and your other core tools), run tested restores, and keep a Break Glass Kit so you can regain access in an emergency. The backup tooling is included in the plan price. Essentials does not include backup and disaster recovery; upgrade to Business+ to add it.

What does the AI-powered support actually look like?

One Slack channel for everything IT, with 24/7 automated support on every plan. The bot answers instantly, takes only pre-approved actions, and asks for approvals in the Slack thread. A person responds within your plan's response time and every request leaves an audit trail. Human support is Mon–Fri, 7am–5pm MT, excluding US federal holidays. Response times are 4 business hours on Essentials, 2 business hours on Business+, and 30 business minutes on Premium. After hours: $190/hr in 15-minute increments, approved by your team in Slack for each request. Automated requests are never billed, day or night. No included hours. After hours, the same response durations start at approval. These are response commitments, not resolution promises. There are no customer-facing severity levels.

How does after-hours billing work?

Our support bot answers 24/7 on every plan, and automated requests are never billed. If you need a person after hours, the bot asks one of your approvers to approve it in Slack first. Approved time is billed at $190/hr in 15-minute increments. Approvers can also choose 'Defer until business hours' at no charge.

How fast can we get started?

Onboarding takes about 1 week; our goal is 1 day once fully scripted. It is free with a 12-month plan: Slack channel connected, tools inventoried, ticketing wired up, including migrations from legacy tools.

Which devices do you support?

We support personal computers — laptops and desktops on Mac, Windows and Linux. No printers or other hardware. Device management is available in three tiers: Enrolled $15, Secured $35, and Complete $55 per device/month. One-time setup is $95/device, waived on a 12-month term. We can help select the right level for your devices; we do not cover printers or other hardware.

What tools does ScaleIT work with?

Google Workspace, Microsoft 365, Slack, Jira, Confluence, Notion, GitHub, Okta, HubSpot, and most of the modern SaaS stack. If your tool has an admin console, we can probably run it — and Premium plans have no tool limit.

Does ScaleIT do project management or operations consulting?

No — ScaleIT focuses entirely on IT service management. We don't sell Agile coaching, PMO setup, or operating-system installs. If your challenge is IT at its core (tools, access, devices, automation), that's exactly what we do.

Who runs ScaleIT?

ScaleIT is led by a principal consultant with 12+ years in IT/DevSecOps for platforms with 100K+ users. Certifications: CISSP, Security+, PMP. ScaleIT (Archer Consulting Services LLC) is an SDVOSB — Service-Disabled Veteran-Owned Small Business.

Where is ScaleIT based?

Salt Lake City, Utah. Engagements are fully remote, so we support teams anywhere in the US.

How do I get started?

Book a free 30-minute consultation. We'll map your stack, your team, and what IT should be doing for you — no preparation needed and no obligation.