Fully Managed IT
We take primary responsibility
Designed for organizations that want us to function as the outsourced IT department. We often work primarily with an owner, office manager, or other business contact.
Co-Managed IT Services
Keep the IT team you trust. Add the support they need.
Co-Managed IT is an ongoing managed relationship for organizations that already have internal IT capability and want to divide responsibility deliberately between their team and RPM Computers (RPMC).
We primarily serve businesses in Barrie and the surrounding area, with service extending into Toronto and the GTA.
Internal knowledge stays
A different kind of responsibility
Co-Managed IT and Fully Managed IT solve different problems.
Neither model is automatically better. The difference is not a different bundle of software. It is who is responsible for what.
vs
Co-Managed IT
Responsibility is divided on purpose
Designed for organizations that already have an IT person or team they want to keep and support. Our main working relationship is often with that internal technical resource.
If you want us to take primary responsibility for the IT environment, start with Fully Managed IT. If you want to strengthen the capability you already have, you are in the right place.
Explore Fully Managed IT
Reinforcement, not replacement
Your team knows your business. We add technical depth.
A business can have someone responsible for IT and still benefit from additional support. That may be an experienced IT manager, a small internal team, or a capable employee who became the person everyone turns to when technology needs attention.
They already know the people, systems, applications, business requirements, and history behind important decisions. That knowledge matters.
We work alongside them, adding capacity, another set of experienced hands, and deeper technical support when it is useful. When the workload grows, a difficult problem needs escalation, or a project needs more resources, your team has somewhere to turn.
The goal is to make the IT operation you already have stronger.
Two internal-IT realities
Internal IT can take different forms.
Some businesses have dedicated IT. Others have a capable employee who became the person everyone turns to. Both can benefit from support that strengthens what is already working.
Dedicated internal IT
An IT manager, technician, administrator, or small team
Your internal IT person or team already knows the environment. They may still need extra capacity, specialist depth, vacation coverage, project help, security support, monitoring, or another technical resource to help with vendors and difficult issues. Co-Managed IT gives them more support to draw on without taking away the role they already own.
Unofficial internal IT
The trusted person who also has another job
Sometimes IT naturally falls to the office manager, operations lead, controller, engineer, or simply the person everyone turns to when technology needs attention. They may know the systems incredibly well, but IT is not their only responsibility.
We can give them another technical resource to work with, so the business is not depending on one person to carry everything.
The problem is not always ability
A capable IT person still only has so many hours in the day.
Even a highly capable IT professional can only handle so much at once. Supporting employees, managing Microsoft 365, maintaining servers and networks, monitoring backups and security, coordinating vendors, planning upgrades, and keeping projects moving can fill the day quickly.
Then add a vacation, illness, major implementation, office move, security incident, or unusually difficult problem, and a one-person or small IT team can get stretched.
Employee support
Microsoft 365
Printers
Backups
Servers
Vendors
Documentation
The postponed project
The issue that crossed three systems
Coverage while they are away
That is where Co-Managed IT helps. It adds capacity and technical depth when the team needs it, without replacing the people the business already trusts.
Shared responsibility
Co-Managed IT works best when everyone knows their role.
Every business is different, so there is no single right way to divide the work. What matters is having a clear understanding of who handles what. Your internal IT team knows what it handles. We know where we step in. Important work should not get lost between us.
Example responsibility split
Internal IT stays close to the users
Internal IT often handles
Day-to-day employee support and onsite needs, where their knowledge of the people and environment is especially useful.
We can handle
Infrastructure, security, backups, monitoring, and escalation when another layer of support is needed.
Example responsibility split
Internal IT manages the infrastructure
Internal IT often handles
Servers, networking, and the core systems they already know and manage well.
We can handle
Microsoft 365, difficult troubleshooting, cybersecurity, vendor coordination, and special projects.
Example responsibility split
Extra support when demand spikes
Internal IT often handles
Day-to-day operations and the work that benefits from staying close to the business.
We can handle
Extra capacity for major projects, unexpected issues, staff absences, or periods of unusually high demand.
That clarity is one of the biggest differences between occasionally calling an outside IT company and having a real Co-Managed relationship.
Somewhere to escalate
Give your IT team backup when they need it.
Even experienced IT professionals eventually run into problems that are not straightforward. The visible issue is not always the root cause, especially when a problem crosses several systems. Having another technical resource means they do not have to troubleshoot in isolation. They can bring the problem to us for another perspective, deeper investigation, and help working toward the actual cause.
Your IT person does not need to know everything. They need somewhere knowledgeable to turn when they need backup. Good troubleshooting means following the evidence rather than changing random things until the symptom disappears. When a problem becomes difficult or crosses several systems, the internal person has another experienced technical resource to work through it with.
Application
→
Authentication
Microsoft 365
→
DNS or identity
Computer
→
Identity
Server
→
Storage
Printer
→
Network
Software vendor
→
ISP
Sometimes we solve the issue directly. Sometimes we help narrow down the cause. Sometimes another vendor has to make the final change. What matters is that the problem has somewhere to go.
Vendor coordination
We help manage the vendor conversation.
Co-Managed IT should reduce the coordination load on internal IT. When another provider is involved, we can stay in the technical conversation and help keep the issue moving.
If an issue involves Microsoft, an internet provider, a line-of-business application, a copier company, a cloud service, a hardware manufacturer, or another technology partner, we can help manage the technical conversation: gather information, test, interpret logs, explain the environment, speak with the other provider, and keep the issue moving.
Another provider may ultimately need to perform the final fix. That is acceptable. Our job is to help move the technical need toward resolution.
Fully Managed
Often working with the business
We may coordinate primarily with an owner, office manager, or other business contact.
Co-Managed
Working with the technical person
They speak technology. So do we. We work with the internal resource directly and keep them in the technical conversation.
Start with what already works
Keep the knowledge that already exists inside the business.
We start by understanding the environment that already exists and the reasons behind it. A configuration may be deliberate, an older application may still be essential, or a business process may depend on a system an outside technician has never seen.
Good Co-Managed IT should make your internal IT team stronger, not smaller. We want to understand what the internal resource handles well, what they want to keep, where they are stretched, which responsibilities create the most risk, and where outside help would genuinely improve the operation. Then we decide together where we should fit.
What does internal IT handle today?
What do they want to continue handling?
What consumes too much of their time?
What keeps getting postponed?
Where do they need escalation?
Which systems create the most concern?
What happens when they are unavailable?
Which vendors are difficult to coordinate?
What projects are coming?
Where would another technical resource make the biggest difference?
Capacity and projects
Keep projects moving without dropping routine support.
A capable IT department can still run out of capacity. Employees still need help while a new office is being opened. Security still needs attention while a cloud migration is underway. A major infrastructure project can consume the same people who keep normal operations running.
That creates an uncomfortable choice: delay the project, or neglect day-to-day work. Co-Managed IT gives the business another option. We can take on defined responsibilities or provide additional technical capacity because an ongoing relationship already exists.
This is not temporary staffing. The managed relationship is still the foundation. We learn the environment, understand the division of responsibility, participate in managing the technology, and remain available as part of the broader IT operation. When a larger project arrives, we are not starting from zero.
Coverage and continuity
Keep IT covered when someone is away.
Vacations, illness, and unexpected absences are easier to handle when another technical resource already knows the environment. The business has continuity even when the person who normally carries the context is unavailable.
An ongoing Co-Managed relationship creates technical continuity because we already know the environment, already understand the responsibilities we share, and already have a working relationship with the internal IT resource. That is very different from finding an unfamiliar IT company after something has already gone wrong.
How we are available
Office hours, with emergency service
Our normal office hours are Monday to Friday, 9:00 AM to 4:30 PM, excluding holidays. Emergency service is available 24/7, with emergency rates applying.
The exact operating arrangement for a Co-Managed client is defined as part of the relationship. How after-hours work is handled depends on those agreed responsibilities rather than assuming a fully staffed 24/7 Co-Managed help desk.
Tools support the relationship
The relationship matters more than the software.
A Co-Managed environment may involve monitoring, remote support, ticketing, documentation, security tools, backup systems, and other managed technology. Those systems help both sides see what is happening. They are not the reason to choose Co-Managed IT.
The value is having another technical resource that understands the business, understands the environment, knows what responsibilities we have agreed to take, and can help move technical work toward resolution. Ticketing, monitoring, remote access, and shared workflows can be defined around the client's internal team and the responsibilities we share. The operating model should support the relationship, not force every client into an identical process because a piece of software works that way.
Monitoring
Remote support
Ticketing
Documentation
Security tools
Backup systems
An ongoing relationship
Co-Managed IT is an ongoing relationship.
We can also help with an isolated project, occasional escalation, or on-demand IT support, often called break/fix support. That is valid work, but Co-Managed IT is different because the relationship continues between issues.
Project or break/fix
Help with the issue in front of you
You call when something unusual happens, when a project needs finishing, or when you need an occasional escalation. The relationship is largely recreated each time. That work still matters.
IT Support & Help DeskCo-Managed IT
Continuity between one issue and the next
We know the environment. Responsibilities are defined. Managed systems and processes are in place where they make sense. The strongest Co-Managed relationships are built before the difficult day arrives.
For management as well
The business should feel the difference too.
Co-Managed IT is often discussed from the IT team's perspective. Management should see the value too. The outcomes are practical.
Less dependence on one person knowing everything.
Fewer important tasks being indefinitely postponed.
Continuity when internal IT is away.
Difficult technical problems have somewhere to go.
Projects can progress without normal IT work stopping.
Technical people managing technical vendor conversations.
Clearer responsibility, instead of deciding who owns every new issue from scratch.
Better use of the internal team's time and knowledge.
Common questions
What people usually want settled first.
Will RPMC replace our internal IT person?
That is not the point of Co-Managed IT. The usual aim is to keep the knowledge already inside the business and add technical backup around it. If you want RPMC to take primary responsibility, Fully Managed IT is the better fit.
Do we have to split the work the same way as every other client?
No. Examples on this page are illustrations, not packages. The arrangement can change as the business changes, the internal team grows, a new location opens, or a new system creates different requirements. The principle stays the same: responsibilities should be clear, and the internal resource should have support where it adds value.
Is this the same as calling for break/fix when something is hard?
No. Occasional help is valid. Co-Managed IT is an ongoing managed relationship with defined responsibility, familiarity with the environment, and continuity between issues.
Do you provide 24/7 Co-Managed help desk coverage?
Normal office hours are Monday to Friday, 9:00 AM to 4:30 PM, excluding holidays. Emergency service is available 24/7 at emergency rates. How after-hours work is handled for a specific Co-Managed client is defined in the relationship rather than promised as a fully staffed overnight help desk.
Start with a practical conversation
Strengthen the IT team you already have.
A discovery call starts with your current IT operation, not a product list. We can talk through what internal IT already handles, what is working, where capacity is tight, where escalation is needed, and which responsibilities might make sense for us.
From there, the work can be divided deliberately. We become another technical resource your internal team can work with, escalate to, and rely on when a problem needs somewhere else to go.
Start with the IT operation you have today.