What a Construction Managed IT Agreement Should Include
A construction company with 25–50 employees should expect managed IT services to include seven core areas: 24/7 support, device management, Microsoft 365 administration, cybersecurity, backup and recovery, office and jobsite networking, and long-term technology planning.
A complete agreement should clearly define:
- Which employees, devices and locations are covered
- How quickly support requests receive a response
- Whether onsite and after-hours support are included
- Which cybersecurity tools are provided
- How Microsoft 365, Procore, Bluebeam and accounting applications are supported
- Which data is backed up and how often recovery is tested
- How new employees, terminated employees and temporary workers are handled
- Which projects and hardware purchases cost extra
Managed IT for a contractor of this size may commonly range from approximately $100–$275 per user per month. The price should be evaluated against the scope, response standards, security protections and excluded costs—not by the monthly fee alone.
This guide uses a seven-part framework to help construction leaders compare managed IT proposals and determine whether an agreement will support both office and field operations.
The Seven-Part Construction Managed IT Framework
- Help desk, onsite and emergency support
- Device and employee lifecycle management
- Microsoft 365 and construction application support
- Cybersecurity and compliance
- Backup and disaster recovery
- Office and jobsite infrastructure
- Budgeting, reporting and strategic planning
Every proposal should explain which of these areas are included, which are optional and which will be billed as separate projects.
For an overview of industry-specific services, review 911 IT's construction IT support.
1. Help Desk, Onsite and Emergency Support
Construction employees need support while working from offices, homes, vehicles and active jobsites. The managed service provider should offer a clear process for requesting help from each location.
Help Desk Services
Routine support should include assistance with:
- Computer and tablet problems
- Password and account issues
- Microsoft 365 applications
- Email delivery
- Printer and scanner problems
- Remote access
- File permissions
- Construction software access
- Internet and wireless connectivity
- Basic vendor coordination
Response Time Versus Resolution Time
The agreement should distinguish between:
- Response time: How quickly the provider acknowledges and begins working on the issue.
- Resolution time: How long it takes to solve the issue or provide a workable alternative.
A provider may promise a 15-minute response without promising that the issue will be resolved in 15 minutes. Construction leaders should ask for escalation procedures and communication standards when full resolution takes longer.
Example Priority Framework
| Priority | Example | Expected Handling |
|---|---|---|
| Critical | Company-wide outage, ransomware or accounting system unavailable before payroll | Immediate escalation and continuous work |
| High | Project team cannot access active drawings or Procore | Rapid response and frequent updates |
| Normal | One employee has a software, printer or account issue | Handled within normal support workflow |
| Planned | New computer setup or scheduled application change | Scheduled with the employee or manager |
24/7 Support
Construction schedules may begin before normal office hours and continue during nights or weekends. The agreement should explain:
- Whether live support is available 24/7
- Which situations qualify as emergencies
- How after-hours requests are submitted
- Whether after-hours work costs extra
- Who can authorize emergency work
- How urgent issues are escalated
Onsite Support
Some problems require a technician at the office or jobsite. Confirm whether the agreement includes:
- Routine onsite visits
- Emergency onsite service
- Travel within the service area
- Jobsite visits
- Equipment installation
- Network troubleshooting
- Project supervision
911 IT's managed IT services include remote, onsite and 24/7 support for covered environments.
2. Device and Employee Lifecycle Management
Managed IT should cover the full lifecycle of company technology, from purchasing and setup through maintenance, replacement and secure disposal.
Device Inventory
The provider should maintain an inventory containing:
- Assigned employee
- Device type
- Manufacturer and model
- Serial number
- Purchase date
- Warranty status
- Operating system
- Security status
- Planned replacement year
Computer and Tablet Management
Covered devices should receive:
- Security updates
- Endpoint monitoring
- Encryption
- Endpoint detection and response
- Approved software installation
- Remote support tools
- Configuration standards
- Health and warranty monitoring
New Employee Onboarding
A standardized onboarding process should include:
- Receive the approved request from the employee's manager.
- Create the Microsoft 365 and business application accounts.
- Assign licenses and security policies.
- Configure the computer, tablet or smartphone.
- Provide access based on the employee's role.
- Verify multi-factor authentication.
- Test email, files and construction applications.
- Document the assigned equipment.
Managers should submit onboarding requests several business days before the employee's start date whenever possible.
Employee Offboarding
The provider should have an immediate offboarding procedure covering:
- Account suspension
- Session termination
- Password and token resets
- Email forwarding or delegation
- File ownership transfer
- Removal from Procore and other platforms
- Remote device lock or wipe
- Equipment return tracking
- Retention of required business records
Offboarding should be coordinated with management and human resources. Delays can leave company information accessible to former employees.
Hardware Replacement Planning
The provider should help create a 12–36 month replacement schedule instead of waiting for computers to fail.
Typical planning cycles may include:
- Standard laptops: 3–5 years
- Power-user workstations: 3–4 years
- Tablets: 3–5 years
- Smartphones: 2–4 years
- Firewalls: 4–6 years or before vendor support ends
- Servers: 4–6 years
Actual replacement dates should be based on performance, warranty, operating system support and application requirements.
3. Microsoft 365 and Construction Application Support
A construction-focused managed IT provider should support both general business systems and the specialized applications employees use to complete projects.
Microsoft 365 Administration
Managed Microsoft 365 services should include:
- User and license administration
- Exchange Online support
- Microsoft Teams support
- SharePoint and OneDrive administration
- Multi-factor authentication
- Security policy configuration
- Mailbox and distribution list management
- External sharing controls
- Suspicious sign-in review
- Employee onboarding and offboarding
Cloud licensing may be included in the monthly fee or billed separately. The proposal should state which licenses are provided.
Construction Software Support
The provider should understand common construction applications such as:
- Procore
- Buildertrend
- Bluebeam
- Sage 300
- QuickBooks
- AutoCAD
- Autodesk Construction Cloud
- On-Screen Takeoff
- PlanSwift
- Trade-specific estimating applications
What Construction Application Support Should Mean
The IT provider may not replace the software developer's support team, but it should help determine whether a reported problem involves:
- The employee's account
- The computer or tablet
- The operating system
- The browser
- The network connection
- The application configuration
- A software update
- A vendor outage
- An integration failure
The provider should coordinate with the application vendor when the issue cannot be resolved internally.
Vendor Coordination
Vendor coordination may include:
- Opening and managing support cases
- Providing technical information
- Scheduling troubleshooting sessions
- Testing proposed fixes
- Tracking the issue through resolution
- Documenting recurring application problems
Confirm whether extended vendor projects, data repair or application consulting are included or billed separately.
Application Ownership
Every major application should have:
- An internal business owner
- A technical administrator
- A list of approved users
- A documented renewal date
- An onboarding and offboarding procedure
- A backup or retention plan
- A vendor escalation path
4. Cybersecurity and Compliance
Cybersecurity should be included in the managed IT service rather than treated as a separate optional product.
Minimum Security Services
A strong managed service should include:
- Multi-factor authentication
- Endpoint detection and response
- Email filtering and phishing protection
- Security patch management
- Full-device encryption
- DNS or web filtering
- Mobile device management
- Cloud account monitoring
- Security awareness training
- Incident escalation procedures
Security Monitoring
The provider should explain:
- Which systems are monitored
- Whether monitoring occurs 24/7
- Who reviews alerts
- How compromised devices are isolated
- How suspicious accounts are secured
- How customers are notified
- Which incident response activities cost extra
Security Assessments
The service should include or offer regular reviews of:
- User permissions
- Administrator accounts
- Device compliance
- Microsoft 365 security
- Backup status
- Vulnerabilities
- Unsupported equipment
- Cyber insurance requirements
A formal cybersecurity assessment should generally occur at least annually, with targeted reviews throughout the year.
Security Awareness Training
Employees should receive training on:
- Phishing
- Fraudulent payment requests
- Password security
- Unexpected multi-factor authentication prompts
- Lost-device reporting
- Public Wi-Fi use
- Approved file-sharing methods
- Reporting suspicious activity
CMMC and Contract Compliance
Construction companies supporting government or defense-related projects may need additional assistance with CMMC, NIST or DFARS requirements.
Compliance support may include:
- Contract requirement review
- Scope and data-flow analysis
- Security gap assessments
- Technical remediation
- Policy development
- System documentation
- Evidence collection
- Ongoing control monitoring
Formal compliance consulting or certification work may be priced separately from standard managed IT.
Review 911 IT's cybersecurity services and CMMC compliance services for additional information.
5. Backup and Disaster Recovery
Managed IT should include a documented plan for protecting and restoring critical information. The provider should not simply state that “backup is included” without identifying the systems covered.
Systems to Evaluate
- Microsoft 365 email
- SharePoint
- OneDrive
- Accounting data
- Payroll information
- Estimating files and databases
- Local servers
- Critical workstations
- Project files stored outside the main construction platform
- Firewall and network configurations
Backup Service Details
The agreement should explain:
- Which systems and users are protected
- How frequently backups occur
- How long data is retained
- Where backup copies are stored
- Whether protected or immutable copies exist
- Who monitors failures
- Who is authorized to restore data
- Whether restoration labor is included
Recovery Testing
The provider should test representative restorations at least quarterly and document the results.
Tests may include:
- An email message
- A OneDrive or SharePoint file
- An accounting database copy
- A server folder
- A complete server or virtual machine
- A critical application configuration
Recovery Objectives
For each critical system, define:
- Recovery Time Objective: How quickly the system should be restored.
- Recovery Point Objective: How much recent information the company can afford to lose.
These targets should guide the backup design and cost.
Business Continuity Planning
The provider should help the company answer:
- How will employees communicate during an outage?
- How will payroll be processed?
- How will project managers access current information?
- Where will office employees work?
- How will customers and subcontractors receive updates?
- Who will coordinate insurance, legal and recovery contacts?
Review 911 IT's business continuity services for backup and disaster recovery planning.
6. Office and Jobsite Infrastructure
Construction managed IT should cover more than office computers. It should also account for temporary jobsites, mobile employees and changing connectivity requirements.
Office Network Management
Office infrastructure support should include:
- Firewall management
- Managed switches
- Wireless access points
- Employee and guest network separation
- Internet provider coordination
- Network monitoring
- Configuration backup
- Firmware and security updates
- Secondary internet planning where required
Jobsite Technology Planning
Before mobilization, the provider should help determine:
- Number of users
- Expected device count
- Internet availability
- Cellular coverage
- Wireless coverage requirements
- Guest and subcontractor access
- Camera and connected-equipment requirements
- Backup connectivity needs
- Installation lead times
- Equipment removal and reuse plans
Standard Jobsite Package
A repeatable jobsite package may include:
- Business-grade firewall or cellular gateway
- Managed wireless access points
- Separate employee and guest networks
- Remote monitoring
- Secure administrative access
- Documented internet and cellular services
- Backup connectivity when justified
- 24/7 escalation procedures
Mobile Device Support
Field laptops, tablets and smartphones should be:
- Inventoried
- Encrypted
- Protected by endpoint security
- Updated automatically
- Managed remotely
- Configured with screen locks
- Capable of remote lock or wipe
- Restricted to approved applications
Home and Remote Work
The provider should define how remote employees securely access:
- Microsoft 365
- Accounting applications
- File servers
- Project platforms
- Remote desktops
- Company communication systems
Secure access should require managed devices, encryption and multi-factor authentication.
7. Budgeting, Reporting and Strategic Planning
A managed service provider should help leadership make better technology decisions rather than only reacting to support tickets.
Quarterly Technology Reviews
Quarterly reviews should address:
- Support trends
- Recurring employee problems
- Device age and warranty status
- Cybersecurity findings
- Backup and restoration results
- Software renewals
- Upcoming jobsites
- Hiring and employee changes
- Planned projects
- Budget status
12–36 Month Technology Roadmap
The roadmap should include:
- Computer and tablet replacements
- Firewall and wireless upgrades
- Microsoft 365 improvements
- Cloud migrations
- Application upgrades
- Jobsite technology standards
- Cybersecurity projects
- Backup and recovery improvements
- Compliance initiatives
- Office moves or expansions
Budget Forecasting
The provider should separate spending into:
- Recurring services: Support, security, backup and licensing.
- Hardware replacements: Computers, tablets and network equipment.
- Projects: Migrations, office moves and major implementations.
- Contingency: Unexpected failures, security needs or project changes.
Reporting
Useful reports may include:
- Device inventory
- Patch compliance
- Endpoint security status
- Backup status
- Microsoft 365 license use
- Support response performance
- Recurring problem categories
- Security awareness completion
- Project and roadmap progress
Reports should explain business impact and recommended actions rather than presenting technical data without context.
What Is Usually Not Included in Managed IT?
Every agreement is different, but the following items are often quoted separately:
- Computers, tablets and smartphones
- Microsoft 365 and construction software licenses
- Large cloud migrations
- Office moves
- Structured cabling
- New jobsite installations
- Major server or network replacements
- Custom software development
- Formal CMMC assessment work
- Penetration testing
- Large data-recovery projects
- After-hours project work
The proposal should identify exclusions before the agreement is signed.
Example Managed IT Scope for a 40-Employee Contractor
Consider a construction company with:
- 40 employees
- One main office
- Three active jobsites
- 25 laptops
- 12 tablets
- Microsoft 365
- Procore
- Bluebeam
- Sage
| Service Area | Example Included Service |
|---|---|
| Support | 24/7 help desk, remote support and onsite escalation |
| Devices | Monitoring, patching, encryption and endpoint protection |
| Microsoft 365 | User administration, security and application support |
| Construction applications | Device, account, connectivity and vendor coordination support |
| Cybersecurity | Email security, endpoint monitoring, MFA and training |
| Backup | Microsoft 365, server and critical application protection |
| Networks | Office firewall, wireless and jobsite connectivity oversight |
| Planning | Quarterly reviews and a 12–36 month roadmap |
The company should then document which hardware, software, projects and compliance activities remain outside the monthly fee.
How Much Do Managed IT Services Cost?
A construction company with 25–50 employees may commonly budget approximately $100–$275 per user per month for managed IT services.
Example Monthly Planning Ranges
| Employees | At $100 Per User | At $275 Per User |
|---|---|---|
| 25 | $2,500 per month | $6,875 per month |
| 30 | $3,000 per month | $8,250 per month |
| 40 | $4,000 per month | $11,000 per month |
| 50 | $5,000 per month | $13,750 per month |
Pricing varies based on:
- Support hours
- Onsite coverage
- Number of devices
- Servers and locations
- Cybersecurity tools
- Backup requirements
- Compliance obligations
- Jobsite support
- Included projects
Ask each provider to explain the complete annual cost, including expected licenses, projects and exclusions.
Fully Managed IT Versus Co-Managed IT
| Category | Fully Managed IT | Co-Managed IT |
|---|---|---|
| Primary IT responsibility | Outside provider | Shared between internal staff and provider |
| Help desk | Provider handles most requests | Internal team or provider may share requests |
| Cybersecurity | Provider manages the security stack | Responsibilities are divided |
| Strategy | Provider leads technology planning | Internal leadership and provider collaborate |
| Best fit | Company without internal IT staff | Company with an IT employee or small internal team |
A co-managed arrangement can provide additional help desk capacity, cybersecurity expertise, 24/7 monitoring or project support without replacing the internal IT employee.
Review 911 IT's co-managed IT services for shared support options.
Managed IT Versus Break-Fix Support
| Category | Managed IT | Break-Fix Support |
|---|---|---|
| Pricing | Predictable recurring fee | Hourly or incident-based |
| Monitoring | Proactive | Usually limited |
| Cybersecurity | Ongoing management | Often purchased separately |
| Planning | Roadmap and budgeting | Usually limited |
| Support relationship | Long-term and documented | Issue-by-issue |
| Primary incentive | Reduce recurring problems | Respond when problems occur |
Break-fix service may appear less expensive during quiet months, but it can create unpredictable costs and leave security, backup and lifecycle planning unmanaged.
Service Level Agreement Items to Review
The service level agreement should define expectations in measurable terms.
Support Commitments
- Support hours
- Emergency support process
- Priority definitions
- Initial response targets
- Escalation procedures
- Communication frequency
- Onsite service expectations
Customer Responsibilities
- Approved contacts
- Employee onboarding notice
- Offboarding authorization
- Equipment purchasing procedures
- Access to offices and jobsites
- Project approval process
- Acceptable use of supported systems
Contract Terms
- Initial term
- Renewal process
- Cancellation terms
- Pricing adjustments
- Employee-count adjustments
- Project pricing
- Data return and transition assistance
Security and Data Handling
- Provider access controls
- Multi-factor authentication
- Privileged account management
- Confidentiality requirements
- Incident notification
- Backup responsibilities
- Cyber insurance obligations
Red Flags in a Managed IT Proposal
1. The Scope Is Vague
The proposal says “complete IT support” without listing covered employees, devices, locations or services.
2. Cybersecurity Is Limited to Antivirus
A complete security stack should also address identity, email, patching, monitoring, encryption and employee training.
3. Backup Coverage Is Not Identified
The provider cannot explain which Microsoft 365, server, accounting and workstation data is protected.
4. No Construction Application Experience
The provider does not understand Procore, Bluebeam, Sage, AutoCAD or field technology workflows.
5. No Jobsite Support Process
The agreement covers the main office but does not explain support for temporary sites, cellular routers or field devices.
6. No Response or Escalation Standards
The provider makes general promises without documented priorities or escalation procedures.
7. Every Project Is an Extra Charge
Routine administration and small changes are excluded, making the monthly fee difficult to evaluate.
8. No Technology Roadmap
The provider responds to tickets but does not plan replacements, security improvements or upcoming projects.
9. No Recovery Testing
Backups run, but the provider does not perform and document restorations.
10. The Provider Cannot Explain Its Own Security
The MSP should be able to describe how it protects administrative accounts, remote support tools and customer information.
Managed IT Proposal Comparison Checklist
Support
- 24/7 support is defined.
- Priority levels are documented.
- Onsite support is included or priced clearly.
- Jobsite support is addressed.
- Vendor coordination is included.
Devices and Employees
- Covered devices are listed.
- Onboarding and offboarding are included.
- Patch management is included.
- Encryption and endpoint protection are included.
- Hardware lifecycle planning is included.
Cloud and Applications
- Microsoft 365 administration is included.
- Construction software support is defined.
- License costs are identified.
- Cloud security is included.
- Application ownership is documented.
Cybersecurity
- Multi-factor authentication is included.
- Email security is included.
- Endpoint monitoring is included.
- Security training is included.
- Incident escalation is documented.
Backup and Recovery
- Protected systems are listed.
- Retention periods are documented.
- Backup failures are monitored.
- Restoration testing is included.
- Emergency recovery pricing is clear.
Planning and Pricing
- Quarterly reviews are included.
- A 12–36 month roadmap is included.
- Project exclusions are documented.
- Price adjustments are explained.
- Transition and cancellation terms are clear.
A 30-Day Managed IT Provider Evaluation Process
Week 1: Document the Current Environment
- Count employees and devices.
- List offices and active jobsites.
- List major applications.
- Document current security and backup tools.
- Identify recurring support problems.
Week 2: Define Required Services
- Set support-hour requirements.
- Define onsite and jobsite needs.
- Identify cybersecurity requirements.
- Define backup and recovery priorities.
- List upcoming projects.
Week 3: Compare Providers
- Compare included services.
- Review response and escalation standards.
- Verify construction-industry experience.
- Review customer references.
- Identify exclusions and additional fees.
Week 4: Validate the Agreement
- Review the service level agreement.
- Confirm onboarding and transition steps.
- Review security and data-handling terms.
- Calculate the expected annual cost.
- Assign an internal relationship owner.
Questions to Ask a Managed IT Provider
- Do you provide live 24/7 support?
- What are your response and escalation standards?
- Are onsite and jobsite visits included?
- Do you support Procore, Bluebeam, Sage and AutoCAD environments?
- How do you handle issues involving software vendors?
- Which cybersecurity tools are included?
- Who monitors security alerts after hours?
- Is Microsoft 365 administration included?
- Is Microsoft 365 backup included?
- How often do you test data restoration?
- How do you secure field laptops and tablets?
- Can you plan and support temporary jobsite networks?
- How are new and terminated employees handled?
- Will you create a hardware replacement plan?
- Do you provide quarterly technology reviews?
- Will you build a 12–36 month roadmap?
- Which services are billed as separate projects?
- How do you protect your own remote access tools?
- Can you assist with CMMC or other compliance needs?
- What happens if we are not satisfied?
Frequently Asked Questions
What is included in managed IT services?
A complete service should include help desk support, device management, Microsoft 365 administration, cybersecurity, backup, network management, employee onboarding and offboarding, vendor coordination and strategic planning.
Does managed IT include 24/7 support?
It may, but providers define 24/7 support differently. Confirm whether live help is available, which issues qualify as emergencies and whether after-hours work costs extra.
Does managed IT include cybersecurity?
Cybersecurity should be included, but the scope varies. Look for endpoint detection, email security, multi-factor authentication, patching, monitoring, encryption and employee training.
Does managed IT include Microsoft 365 licenses?
Some agreements include licenses, while others bill them separately. The proposal should identify the license type, quantity and monthly cost.
Will an MSP support Procore and Bluebeam?
A construction-focused MSP should help with accounts, devices, browsers, networks, permissions, updates and vendor coordination. Specialized application consulting may still require the software vendor.
Are new computers included in the monthly fee?
Usually not. Hardware is commonly purchased separately, but the provider should help select, configure, secure and track each device.
Are IT projects included?
Routine administration may be included, while office moves, cloud migrations, new networks and major implementations may be priced separately.
How much does managed IT cost for a construction company?
A construction company with 25–50 employees may commonly budget approximately $100–$275 per user per month, depending on scope, support hours, security, backup, locations and compliance needs.
What is the difference between managed IT and co-managed IT?
Fully managed IT places most technology responsibility with the provider. Co-managed IT divides responsibilities between the provider and an internal IT employee or team.
How often should the MSP meet with leadership?
Formal technology and budget reviews should generally occur at least quarterly, with additional meetings before major projects, renewals or business changes.
Why Construction Companies Work With 911 IT
911 IT provides managed technology services designed around the needs of construction offices, active jobsites and mobile employees.
Construction clients receive access to:
- Live 24/7 support
- Fast remote and onsite assistance
- Microsoft 365 administration
- Procore, Bluebeam and construction application support
- Cybersecurity monitoring
- Mobile device management
- Office and jobsite network support
- Backup and business continuity services
- Technology budgeting and vCIO planning
- Fixed-fee service options
- A 100% satisfaction guarantee
“911 IT's response time has been so great. Most of the time they will resolve our issue before we hang up the phone. They are experienced and they take time to know our setup.”
Clay, Owner, Construction
“They are always available and can take care of any need we have right away. I never panic anymore when something isn't working right.”
Rhonda, Office Administrator, Construction Industry
To compare your current IT agreement with the support, cybersecurity, backup and planning services your construction company needs, schedule a discovery call. You can also contact 911 IT for additional information.
