Co-Managed IT: L2/L3 Depth Without Losing Control

Co-managed IT is a partnership model where we work alongside your existing IT team rather than replacing them. You retain control over your environment, define what tasks we handle, and we fill gaps in coverage, expertise, or capacity. Fully managed IT means we take full ownership of your IT operations with no in-house IT team required.

No. Our goal is to complement your team, not compete with it. We integrate with your existing workflows, tools, and processes. Your team defines escalation paths and we operate within those boundaries, so your staff feels supported, not replaced.

Absolutely. Co-managed IT is designed to be flexible. As your business grows or your team's capacity changes, you can scale our involvement up or down, adding more services during busy periods or reducing scope when your team can handle more.

We integrate with most major PSA, RMM, ticketing, and communication platforms, including NinjaRMM, ConnectWise, HaloPSA, Freshservice, and Jira Service Management. During onboarding, we assess your current tools and connect with your existing systems to keep collaboration smooth and low-friction.

Yes. One of the most common reasons businesses choose co-managed IT is to extend coverage beyond standard business hours. We can monitor your environment according to the agreed coverage model and escalate issues to your team based on severity and your defined preferences.

Shared monitoring covers your network infrastructure health: uptime, performance, and availability. Shared security monitoring focuses on security events, threat detection, and incident alerts. Both services are configured with your escalation preferences and can be tailored to your environment.

You can put core controls in place yourself, such as MFA, backup discipline, and basic email security. The gap is usually monitoring coverage, alert response, and consistent maintenance, which are hard to sustain without dedicated coverage. In a co-managed model your team keeps day-to-day control while we add the around-the-clock monitoring and security operations that keep those controls from degrading over time.

Co-managed IT fits when you already have internal IT you want to keep but need more coverage, specialist skills, or after-hours support. Fully managed fits when you have no internal team or want to hand over operations entirely. If your in-house person is overloaded, lacks security depth, or has no backup when on leave, co-managed is usually the better choice.

Co-managed IT is usually priced around the specific functions you hand over, such as monitoring, security escalation, after-hours coverage, or specialist projects, rather than a full per-user managed IT fee. That keeps cost aligned to the gaps you are filling. We scope the split with your team first and price only the parts we cover, so you are not paying twice for what your staff already handle.

Yes. The model is scope-led, not headcount-led. BPro Technologies supports MSPs and internal IT teams through defined escalation paths, shared tools, documentation, ticket notes, project backup, and handover. The client or MSP keeps ownership of priorities, approvals, and customer relationship boundaries.

L2 and L3 escalation can include Microsoft 365, Intune, Entra ID, cloud, firewall, endpoint, backup, server, and security troubleshooting. The exact scope is agreed during onboarding so every ticket has a clear owner, escalation rule, and handover expectation.

Yes. BPro Technologies can help with ticket overflow, leave coverage, after-hours monitoring paths, and project backup when the scope is defined. The work stays inside agreed tools and runbooks so quality, notes, and escalation remain visible.

Staff augmentation places a contractor under your direction to do a defined role. Co-managed IT is a partnership: BPro Technologies brings its own tools, processes, escalation paths, and specialist coverage that plug into your team, rather than a person who just follows your existing playbook. You get shared ownership and accountability, not just extra hands.

Yes. Leave coverage and vacancy bridging are common reasons clients bring in co-managed support. Scope, tools, and access are agreed in advance so coverage can start quickly when the gap appears, rather than being improvised.

Scope is divided explicitly during onboarding: which systems, tickets, and escalation tiers belong to your team versus ours. Shared ticketing and documentation keep both sides visible to each other, so work isn't repeated and nothing falls into a gap between teams.

Yes. We can provide the access logs, patch records, backup evidence, and security documentation most compliance frameworks and audits require, working alongside your internal team rather than replacing their role in the process.

Usually by layer and by hour. A common split is that your internal team owns users, business applications and projects, while BPro owns monitoring, patching, security tooling, after-hours cover and L2 and L3 escalations. The split is written into a responsibility matrix so every task has one owner, and it can change as your team grows.

When the gap is coverage or specialist depth rather than headcount: one or two IT staff who can't cover holidays and nights, projects that stall because the daily queue never empties, or security work nobody has time for. A hire adds capacity in one skill set; co-managed support adds several without adding payroll.

Look for a co-managed provider that works from a written responsibility matrix, can work inside your ticketing system, and sends changes to your team for approval. BPro Technologies works this way: your staff keep ownership of users, priorities and decisions, while BPro covers monitoring, patching, security tooling, after-hours cover and L2 and L3 escalations within agreed boundaries.

Yes. Co-managed clients can add 24/7 coverage so the internal IT team isn't on call every night and weekend. BPro Technologies watches monitoring alerts around the clock, takes after-hours tickets, works the agreed L1 and L2 fixes, and escalates to your team only for the issues you choose to keep. Which hours, systems and actions are covered is agreed in writing before go-live.

Yes. BPro Technologies delivers remote services for businesses in the United States and United Kingdom. Every managed client receives 24/7 monitoring and helpdesk. Before work begins, we agree the systems in scope, response targets, and escalation contacts. Project and co-managed engagements have their own agreed scope. Physical work is handled by your team or chosen local provider.

Yes. Most work is delivered through secure remote access, approved admin accounts, ticketing, monitoring, documentation, scheduled calls, and defined escalation paths. If a task needs hands-on work, BPro Technologies documents the requirement so the client can use their own team or chosen local provider.

No. The first conversation can start with business context, current tools, users, risks, and goals. If deeper technical review is needed later, access is requested only after approval and is limited to the agreed scope.

BPro Technologies reviews the request, confirms the service area, asks for any missing context, and recommends the next step. That may be a free assessment, a fixed-scope project review, a support plan, or a more detailed discovery call.

Yes. BPro Technologies can support Microsoft 365, Google Workspace, identity settings, user administration, security baselines, email configuration, collaboration tools, backup planning, and related support workflows.