Reliable IT Support in Atlanta
The 360 Altanta IT Support and Maintenance Team is not a helpdesk, it’s a part of your business. We like to think of ourselves as employees in your company and we take great care to ensure that our staff is very well-versed in your systems and business model. Our engineers are trained to be courteous and helpful under all circumstances and are never incentivized for time spent on support. We are leading the way in small business IT support in Atlanta with our MIS solutions in a myriad of ways.
We understand that no one likes having to spend time on the phone with support staff. We strive to fix your issue without shuffling you between engineers. We also spend the required time maintaining your systems. Believing that proper preventative maintenance reduces the need for support, we have adopted sophisticated methods to minimize support calls. We track and escalate issues outside of customer hours to see how we can control the time spent on support. Internally, we follow a continuous cycle of improvement. All issues are looked at on the basis that we have to solve the problem and then figure out how to prevent it from happening again.
View our cloud solutions.
Although we understand no one wants to have to call support, we strive to make the experience as pleasant and painless as possible.
Your IT system with all of its interconnected subsystems is not an off the rack machine tool. It’s not a set and forget system. It is a unique, living environment that constantly adapts and morphs into hopefully the correct tool for the job at hand. Proactive maintenance and support of this environment is probably the most important but frequently overlooked factor in achieving the lowest true cost of IT support.
360 Smart Networks, arguably one of the best IT companies in Atlanta, understands that for every hour spent on pro-active maintenance, we can save almost three hours in ad-hoc support time. As an Atlanta-based IT support company, 360 Smart Networks has built an interconnected support environment that provides the required systems and protocols to keep your system functioning at peak efficiency.
Our base set of values and our underlying business model was designed from day one to achieve a different goal than other Atlanta managed service providers. Our goal is to spend the least amount of time required to provide an excellent service and our business model was designed to incentivize us to achieve this.
Proactive Technology Management With Predictable Costs
By providing proactive technology management and maintenance, we are able to determine a fixed cost to provide unlimited on-site and remote support. As part of our TekSurance program, we also provide 24/7 monitoring, emergency after-hours support, and a fully staffed Atlanta-based helpdesk. Unlike many Managed Service Providers in Atlanta, we do not believe in outsourcing resources—every team member is a full-time W2 employee. This allows us to maintain strict quality control and consistently deliver outstanding service.
Why Proper IT Maintenance Requires Deep Knowledge
Managed IT Service Providers in Atlanta often overlook the fact that proper maintenance starts with understanding the environment. Starting engagements with minimal discovery leads to long ticket times and “knowledge islands.” Many companies tolerate poor customer service because they trust only one person at their MSP.
Our Comprehensive Onboarding Process
360 Smart Networks addresses this by beginning every engagement with the most thorough onboarding project possible. Our goal is not only to install critical security and backup components but also to gather and document everything required to support the client effectively long-term.
What We Document During Onboarding
- Full network diagrams
- Access passwords
- Full 3rd-party provider information
- Hardware requirements for new users
- New-user provisioning policies
- Termination procedures
- Hardware warranty renewal data
- Software maintenance renewal data
- Domain and DNS details
- Web service configurations and manuals
Building a “Living Manual” for Your Organization
Our goal is to create a continuously updated reference manual enabling us to support and maintain your systems with maximum efficiency. We understand the sensitivity of this information and secure all data using encrypted storage and dual-factor authentication protocols.
Transition to Ongoing Support
Once onboarding is complete, clients transition to our Support Department for day-to-day maintenance and issue resolution.
How Clients Access Support
- Direct phone calls
- Online support portal
After hours, engineers remain on standby to manage urgent requests.
Continuous Monitoring for Issues Before They Become Problems
The systems we install during onboarding integrate directly with our support platform, providing continuous monitoring for errors, anomalies, and security incidents. We receive alerts for:
- Hardware failures
- Security breaches
- Malware and virus infections
- Unauthorized software installations
Issues are prioritized and addressed based on severity.
What else makes us different?
The Difference: We Actually Monitor Your Systems
Unlike many other MSPs, 360 Smart Networks continuously monitors all automated systems. Whether it’s a failing hard drive or a breach attempt, we have established protocols to limit downtime.
Security Patching and System Stability
As part of our maintenance responsibilities, we ensure all supported systems receive timely security patches and service pack updates. We test stability thoroughly before rolling out enhancements.
Preventing Issues Before They Impact Operations
Most of our work happens behind the scenes. For example, a machine low on disk space may freeze and cause downtime. Our monitoring alerts us early, allowing us to fix issues proactively—often without client involvement.
Support With Context, Not Rigid SLAs
IT Support Providers in Charlotte often rely on strict SLAs and long-term contracts. We believe in contextual SLAs—understanding that sometimes a “small” issue is a mission-critical emergency. Traditional SLAs would classify a single-user printer issue as low priority—even if that user is the CEO on a deadline.
Our Continuous Improvement Feedback Loop
Every support issue is resolved and then analyzed to improve future response times. Over time, this allows us to shift from reactive firefighting to proactive planning and strategic consulting.
Moving Beyond Reactive IT Support
Most Managed IT Support companies remain stuck in reactive mode due to disjointed systems. By integrating our tools and maintaining proper maintenance cycles, 360 Smart Networks consistently stays ahead of the technology curve.
Long-Term Technology and Budget Planning
We create and update 5-year technology plans for all clients, tracking:
- Hardware lifecycles
- Renewals and warranties
- Replacement cycles
- If/then budget scenarios
We function as part of the client’s internal management team—not just a vendor.
Strategic, Vendor-Neutral Technology Guidance
Unlike many MSPs, we do not push unnecessary products or services. We evaluate cloud, hybrid, and on-premise solutions solely based on business value.
Why Proper Maintenance and Support Matters
Maintenance and support are more than cost-per-hour services—they form the foundation of business continuity and growth. Poorly managed IT leads to hidden costs, downtime, and frustration.
The 360 Smart Networks Difference
When done the 360 way, you can trust that your IT is being managed with maximum efficiency and strategic insight. Whether IT is a revenue driver or a cost center, there is only one approach that ensures you always have the right tools for the job.
Talk to an IT expert
Have questions about your technology setup or challenges? Schedule a call with one of our specialists — no sales pitch, just real advice tailored to your business goals.
