Frequently Asked Questions

Our free consultation is a 30-minute conversation where we learn about your business, current technology setup, and pain points. We review your environment at a high level, identify areas of risk or inefficiency, and outline how Wallace and White could help. There is no obligation and no sales pressure — the goal is to determine whether we are a good fit for each other.

Most onboarding projects take between two and four weeks depending on the size of the environment and the services involved. During onboarding we document your infrastructure, deploy monitoring and management tools, configure security baselines, and set up your team with access to our support channels. We move quickly but carefully so nothing falls through the cracks.

We offer flexible month-to-month agreements for most of our managed services. We believe in earning your business every month rather than locking you into a multi-year commitment. Some project-based work, such as infrastructure buildouts or migrations, may be scoped under a fixed project agreement.

We primarily work with small and mid-sized businesses in the range of 10 to 250 employees. Our clients span industries including professional services, healthcare, finance, manufacturing, education, and hospitality across Cincinnati, Dayton, and Southwest Ohio. If your organization needs reliable, accountable IT and you are tired of being treated like a ticket number, we are a good fit.

Our managed IT service includes proactive monitoring, patch management, endpoint protection, help desk support, onboarding and offboarding, vendor coordination, documentation, and regular technology reviews. We act as your full IT department or as an extension of your existing team, depending on your needs.

We respond to critical issues within 15 minutes and standard requests within one business hour. Our support team is available during business hours with emergency coverage outside of normal hours for managed clients. We prioritize based on impact — if something is blocking your team from working, it goes to the front of the line.

Yes. We are one of the few IT providers in Southwest Ohio that support both platforms at a deep level. As an Apple Technical Partner, we bring genuine expertise to Mac environments, and we are equally experienced with Windows and Microsoft 365. Many of our clients run mixed environments and we manage both sides seamlessly.

Break-fix is reactive — you call when something is broken and pay per incident. Managed IT is proactive — we monitor your systems continuously, apply updates, harden security, and resolve small issues before they become outages. Managed IT costs more predictably on a monthly basis but prevents the expensive downtime, emergency bills, and security gaps that come with a break-fix approach.

We use a layered defense strategy that includes endpoint detection and response (EDR), email filtering, DNS-level protection, multifactor authentication, least-privilege access policies, regular patching, and verified backups. We also conduct security awareness training to reduce the risk of phishing, which is the most common ransomware entry point. No single tool stops ransomware — it takes coordinated layers.

Yes. We help organizations build and maintain environments that align with CMMC, HIPAA, and other regulatory frameworks. This includes gap assessments, policy development, technical control implementation, documentation, and ongoing monitoring. We are not a certification body, but we work closely with assessors and auditors to make sure your technology environment meets the requirements.

Our team holds industry-recognized certifications including CompTIA Security+, Microsoft security certifications, and Apple platform certifications. We also maintain vendor-specific credentials for the tools we deploy. Certifications matter, but we value hands-on operational experience just as much — our team actively manages and defends real environments every day.

If you experience a security incident, our team responds immediately to contain the threat, assess the scope of the breach, and begin remediation. We follow a structured incident response process that includes isolation, investigation, recovery, and a post-incident review. For managed clients, incident response is included in your agreement. We also help with communication, documentation, and any reporting obligations.

Managed IT is priced on a per-user or per-device basis depending on the services selected and the complexity of the environment. We provide a clear monthly quote after an initial assessment so there are no surprises. Pricing is transparent and all-inclusive for the services covered under your plan.

There is typically a one-time onboarding fee that covers documentation, tool deployment, security baselining, and knowledge transfer. The fee depends on the size and complexity of your environment. We are upfront about this cost during the proposal stage and it is clearly outlined before any work begins.

Absolutely. Many of our clients start with a single service like managed IT or cybersecurity and expand over time as they see the value. Our services are modular and designed to work together, so adding device management, identity management, or cloud administration later is straightforward. We will never push you to buy more than you need.

Apple Technical Partner is a designation from Apple that recognizes IT service providers with verified expertise in Apple technologies for business. It means Wallace and White has met Apple's requirements for technical proficiency, business practices, and customer satisfaction. For your business, it means you are working with a provider that Apple has vetted to support Mac, iPad, iPhone, and Apple TV in professional environments.

We support Mosyle, Jamf, Microsoft Intune, and Apple Business Manager for device management. The right platform depends on your environment — Mosyle and Jamf are purpose-built for Apple, while Intune is ideal for mixed or Windows-heavy environments. We help you choose, deploy, and manage the right MDM solution based on your fleet and your goals.

Yes, and this is one of our core strengths. Many IT providers treat Mac as an afterthought, but we manage both platforms with equal depth. We integrate Apple devices with Microsoft 365, Entra ID, and other enterprise tools so your team has a consistent, secure experience regardless of whether they are on a MacBook or a Windows laptop.