IT Management for Businesses in Mexico

The service catalog is attached to the contract and lists both items in equal detail.

Typically included: user support, server and network administration, monitoring, patch management, backups, identity management, employee onboarding and offboarding, vendor relations, and quarterly governance.

Typically not included: licenses and subscriptions, hardware, migration or deployment projects, custom development, cabling, and physical infrastructure. These are quoted separately, and this is made clear from the start.

Most relationships with an IT vendor break down because of things that nobody put in writing. We'd rather discuss it beforehand.

Both forms exist and are chosen depending on the situation.

With full management, we handle the entire end-to-end operation. This is the standard model for subsidiaries without local IT staff.

In a co-managed model, your IT manager retains control and decision-making authority, while we take over the tasks that consume your time without adding value: Level 1 support, monitoring, patches, and on-call duties. This is a common situation when a single person handles all the IT operations for a site and cannot provide 24/7 coverage or take time off without risk.

The division of responsibilities is documented in writing so that no one assumes that someone else was handling it.

Stick to deadlines, because that's where careless management is most evident.

During onboarding, the team, accounts, access rights, and licenses are set up in time for the employee's first day, based on a standard profile defined with you for each position.

When an employee leaves the company, access revocation is carried out within the agreed-upon timeframe—typically on the same day—and covers email, VPN, cloud applications, and remote access, not just the Windows session. Former employees’ accounts that are still active are one of the most common findings in audits, and one of the easiest risks to avoid.

Us. That’s one of the reasons why companies outsource: to stop having to mediate between suppliers who are pointing fingers at each other.

We handle the technical relationship with your internet service provider, software vendors, and hardware suppliers. When something goes wrong, you don't have to figure out who's at fault before calling—just open a ticket with us, and we'll sort it out.

Contracts and subscriptions remain in your name. We manage the relationship; we do not take ownership of it.

A fixed monthly fee based on the number of users and managed servers, as defined in the agreed-upon service catalog. No hourly or per-incident billing: charging per ticket would encourage exactly the opposite of what we’re aiming for.

If your headcount increases or decreases, the fee is adjusted during the quarterly review based on predefined tiers—not through renegotiation. Projects, hardware, and licenses are priced separately, as indicated in the catalog.

You get everything back, and it's all laid out in writing from the moment you sign.

The migration plan includes the handover of documentation related to the environment, the inventory, administrative credentials, the incident history, and operational procedures, all in a usable format. We also plan to provide support during the transition to your new team or provider.

We do not retain your data or access history, and there is no cancellation fee. A provider that makes it difficult to leave is admitting that it lacks the quality to keep you as a customer.

In our quarterly review, we present the status of our IT infrastructure, including the end-of-support dates for each system: operating systems, servers, network equipment, and licenses. A system reaching end-of-support isn’t a problem on the day it happens, but rather the year before, when it could still be factored into the budget.

This has led to a three-year phased renovation plan—which spreads out the investment rather than concentrating it—and a 12- to 24-month roadmap aligned with its business plan.