Know Exactly What You're Getting
Choosing a managed service provider is one of the most important technology decisions your organization will make. At Ember One, we believe you deserve complete clarity about what you're getting before you sign anything. That means no vague promises, no hidden limitations, and no surprises later, just clear expectations, defined outcomes, and full transparency around how your IT environment will be supported daily. We outline responsibilities, response times, and coverage in plain language, so you can confidently evaluate fit, compare options, and understand exactly how our team integrates into your day-to-day operations.
At A Glance...
“The Ember team never comes in with an ego. They operate with professionalism, honesty, transparency and always with a friendly approach that makes it easy for anyone here or remotely to ask for help. They operate more like trusted business partners and that’s rare in an IT company.”
Reginald Pinckney
VP, Business Operation
“Our staff has a huge amount of confidence in Ember and respect for the way they treat every person in our office, from the founder to the newest hire! They quickly got 99.5% of our practice all set up, boosted the productivity of our whole team, and never, ever make any of us feel stupid for asking a question.”
Renee Cook
Operations Manager & Clinical Research Coordinator
“Ember One has been a trusted partner to our companies for over a decade, providing consistent and reliable IT support across multiple geographies. As our managed service provider, they’ve delivered scalable solutions tailored to the unique needs of each location, allowing us to expand internationally with confidence. Their team operates as a true extension of ours—proactive, responsive, and deeply committed to keeping our infrastructure secure and resilient. Thanks to their professionalism and dedication, we’ve been able to stay focused on innovation and growth. A partnership of this length speaks volumes about both their technical expertise and the genuine care they bring to every engagement.”
“I just wanted to take a moment to thank you for all the support you provide during our onboarding process. I consistently hear from new hires how responsive and helpful you are when getting their IT set up. Your quick turnaround and clear guidance make a big difference in ensuring they have a smooth start and feel supported right away. Your efforts really contribute to creating a positive first impression of Avalyn for our new employees, and I appreciate the partnership you provide to make that happen. Thank you again for everything you do!”
“Having used Ember One for IT support in three companies that I was the CEO, one small, two medium sized, over the past 15 years, I am constantly impressed with their level of service. They are adept at serving employees at remote locations at home, or in other states as well as in United Kingdom. In 15 years, I have not heard a single complaint about IT, something that was common in prior companies that I had in-house support. They place a strong emphasis on security, ensuring systems are well protected and company data remains safe. Their billing is fair and transparent.”
What's Included?
Below is the full scope of services included under our per-seat managed service agreement, the same agreement we've delivered for over 19 years to organizations ranging from early-stage startups to publicly traded companies.
Helpdesk and Support Services
Everything Your Team Needs to Get Fast, Reliable Help
Unlimited Remote Support: Helpdesk coverage is available Monday through Friday, 5:00 AM to 5:30 PM Pacific Time, with no cap on the number of requests your team can submit.
Always a Human: Every call during business hours is answered by a US-based, full-time Ember One employee, with no automated attendants or offshore call routing.
Every Channel Covered: Your team can submit support requests by phone, email, Microsoft Teams, or SMS, however they prefer.
Expert Ticket Triage: Every single support request is reviewed, prioritized, and assigned to the appropriate engineer by a dispatch coordinator (not an algorithm).
Executive-Level Response: High-priority users and executives receive elevated response times and direct engineer access.
True 24/7 Coverage: A dedicated, US-based on-call engineer is available at all hours for after-hours emergencies and critical incidents.
Clear Escalation Path: Support escalates from Tier 1 through Coordinator, Account Manager, Principal Engineer, and Executive Leadership, with defined response expectations at every level.
Endpoint Security and Protection
Comprehensive Security That Keeps Every Device and Inbox Protected
Every Device Protected: Threat detection, response, and remediation are deployed and actively managed on every covered device.
Always Up to Date: Every platform in use at your business receives patching, configuration hardening, and policy enforcement on a consistent, managed schedule.
Never Off Watch: Security alerts are managed continuously, with coordinated incident response integrated directly with the helpdesk.
Human-Proof Your Team: Phishing simulations, customized training modules, new hire security orientation, and engagement reporting are all included.
Inbox Kept Clean: Spam filtering, quarantine management, and phishing alert tooling are managed on your behalf.
Full Visibility Included: Regular metrics, incident summaries, and environmental health reporting are included in every governance review.
Disaster Recovery and Business Continuity
Your Critical Systems Stay Protected and Ready to Recover
Critical Systems Covered: Every critical system and data environment is protected under a fully managed backup and disaster recovery program at all times.
Always Ready to Recover: Business continuity plans are developed, documented, and validated through regular testing to keep your organization recovery-ready.
Recovery Goals Defined: Recovery Time Objectives and Recovery Point Objectives are established, documented, and aligned to your specific operational requirements.
Monitored Before It Matters: Backup integrity and restoration readiness are monitored proactively around the clock so issues are caught before they become problems.
Dedicated Account Leadership
Real People Who Know Your Business and Stay Accountable
Your Own Account Manager: Your primary strategic contact handles day-to-day service delivery oversight, escalation management, and ongoing technology alignment.
Senior Technician Assigned: A senior technical resource with deep knowledge of your environment provides architectural guidance, security frameworks, and ultimate escalation support.
Weekly Touchpoints Included: Regular meetings keep open tickets, upcoming changes, and active issues visible and moving forward.
Monthly Strategic Reviews: Every month covers SLA compliance, ticket trends, major incident reports, root cause analysis, and forward-looking technology planning.
Quarterly Leadership Sessions: Strategic reviews align your technology roadmap to business objectives, assess compliance posture, and plan for upcoming growth.
Asset Management and Hardware Lifecycle
Every Device Tracked, Managed, and Replaced Before You Notice
Nothing Falls Through: Every hardware and software asset is tracked and accounted for across the complete device lifecycle, from procurement through decommission.
No Surprise Expirations: Warranty tracking, end-of-life planning, and replacement scheduling are all handled proactively so nothing ever catches you off guard.
Procurement Handled Too: Hardware, software, peripherals, and licensing are procured and managed on your behalf.
Depot Services
Hardware Staged, Configured, and Shipped Wherever Your Team Works
Fully Equipped On-Site: A secure facility handles all hardware staging, imaging, configuration, and storage.
Ships Anywhere in the US: Devices are prepared, configured, and shipped directly to onsite, hybrid, or remote employees anywhere in the United States.
Replacements Ready to Go: A maintained inventory of spare devices is available for rapid deployment whenever your team needs a replacement right away.
Warranty Fights Handled: Ember One manages all warranty claims and repair coordination directly with manufacturers on your behalf.
Onboarding, Offboarding, and Orientation
Every Hire and Exit Handled Cleanly From Day One
Day One Ready: Account provisioning, device setup, access configuration, and IT orientation are all included per seat.
Clean, Compliant Exits: Account deactivation, access revocation, device recovery, and data retention are handled in compliance with your policies.
Security From the Start: Security awareness onboarding is included as part of every new hire process.
Infrastructure and Application Support
Your Cloud, Network, and Applications Kept Running and Optimized
Cloud Fully Managed: Collaboration platforms, cloud storage, and enterprise application environments are all managed, monitored, and supported around the clock.
Storage Never Neglected: Storage is monitored proactively on an ongoing basis, with capacity planning and long-term recommendations provided before issues arise.
Network Always Watched: Network infrastructure is continuously overseen for performance, health, and security posture.
Patches Never Missed: Operating system and application patches are deployed on a structured, validated schedule.
AV Fully Supported: Audio-visual conferencing systems and collaboration infrastructure at all supported locations are fully managed.
Governance, Reporting, and Transparency
Clear Reporting That Keeps Your Leadership Informed and in Control
Always in the Loop: End users and IT leadership can submit, track, and review tickets in real time through a dedicated portal.
Leadership Gets Visibility: A self-service dashboard gives leadership on-demand access to performance metrics, SLA compliance, and ticket data at any time.
Weekly Updates Delivered: Designated contacts receive weekly summaries covering ticket activity, open issues, and key updates.
Deep Monthly Reporting: Every month includes a comprehensive review of SLA performance, ticket trends, incident reports, root cause analysis, and security metrics.
Reporting Built for You: Reporting is tailored to the metrics that matter most to your organization.
Feedback Drives Improvement: Ticket-level satisfaction surveys are collected and incorporated into continuous improvement reviews.
Compliance and Regulatory Support
Audit-Ready Controls and Framework Support Built Into Your Environment
Major Frameworks Supported: Ember One supports clients operating under GxP, 21 CFR Part 11, HIPAA, SOX, EU GDPR, and UK Data Protection Act requirements across all environments.
Controls Already in Place: Access management, change control, audit trail configuration, and logging are all aligned and maintained to meet your compliance obligations.
Your Data Stays Yours: Each client environment is logically isolated with role-based access controls, encrypted data handling, and audit-ready documentation maintained at all times.
Breach Response Defined: Incident response and breach notification follow defined escalation timelines, with thorough post-incident reporting and documentation included in every case.
Vetted Staff Only: Every Ember One employee with access to client environments undergoes rigorous pre-employment background screening before ever touching your data.
Why Businesses Count On Ember One
Businesses count on us for IT services that deliver consistent performance, adaptability, and value. Our focus is on creating solutions that align with your goals while providing dependable support at every stage of growth.
We combine advanced technical expertise with deep industry experience to guide every technology decision. This ensures your IT investments match operational requirements, meet budget goals, and support long-term business objectives.
We provide IT services with consistent quality and precision from everyday maintenance to major initiatives. Every project is executed on time, within scope, and with careful attention to detail, ensuring your technology always performs at its peak.
We design IT services that grow alongside your business without disruption. As your needs expand, we add capabilities and resources seamlessly, allowing you to adapt quickly without costly system overhauls or interruptions to your day-to-day operations.
We integrate strong security practices into every IT service we deliver. This approach safeguards data, networks, and systems against threats while maintaining compliance with applicable regulations and upholding the highest standards of protection for your business.
FAQs About Our IT Services
Ready To Talk About IT Services?
Call our business managed IT services department directly at (206) 289-9493 or simply fill out this form to connect with a team that delivers IT services designed for your goals, protects your data, and keeps your business running efficiently every day.
What Happens Next?
Additional Location
Company
EmberOne @ CoLabs
222 5th Ave N, Seattle,
WA 98109