# Facet MSP — Full Content Reference > This file provides structured, complete content from facetmsp.com for use by AI systems, language models, and automated agents. Last updated: 2026-02-21. --- ## Company Overview **Facet MSP** is a managed IT services provider (MSP) operating as a division of **Facet Interactive LLC**. We serve small and mid-sized businesses (10–500 employees) in Los Angeles, Miami, and nationwide with a US-based team. Facet Interactive operates three practice areas under one firm: 1. **IT Managed Services** (Facet MSP) — this site 2. **Digital** — web design, custom development, brand, CRO 3. **Artificial Intelligence** — AI workflows, LLM integrations, automation **Contact:** - Phone: (323) 510-1984 - Email: hello@facetmsp.com - Book a call (15 minutes): https://calendly.com/petervasilion/let-s-talk-it - Founder: Peter Vasilion **Offices:** Los Angeles, CA · Miami, FL · Tampa, FL --- ## Services ### Help Desk & End-User Support **URL:** https://facetmsp.com/services/help-desk US-based technicians available by phone, chat, email, and remote access. No bots, no offshore call centers. Critical issue response: 15 minutes. Routine issues: same-day resolution. **What's included:** - Multi-channel support (phone, chat, email, remote access) - US-based technicians who know your environment - Written SLAs with monthly attainment reporting - Remote remediation (90%+ of issues resolved without onsite visit, typically under 30 minutes) - Onsite dispatch in Los Angeles, Miami, and Tampa - Employee onboarding and offboarding (device provisioning, account setup, access revocation) - Device and software management (asset tracking, license management, patch compliance) - Monthly performance reports (ticket volume, response times, resolution rates) **Outcomes:** - Employees stop losing hours waiting for IT help - New hires are productive from day one - IT issues become rare events, not daily interruptions - Clear, measurable SLA you can hold us to --- ### Network & Infrastructure Management **URL:** https://facetmsp.com/services/network-infrastructure Proactive 24/7 monitoring and management of your entire network — routers, switches, firewalls, servers, and wireless infrastructure. **What's included:** - 24/7 network monitoring with automated alerting - Firewall management and configuration - Patch management (OS and third-party software) - Network performance optimization and capacity planning - Wireless infrastructure management - VPN configuration and remote access - Server management (physical and virtual) - Vendor coordination with ISPs and hardware providers **Outcomes:** - Network downtime measured in minutes, not hours - Security patches applied before vulnerabilities can be exploited - A network that scales as your business grows --- ### Cybersecurity & Compliance **URL:** https://facetmsp.com/services/cybersecurity Layered cybersecurity across every device and account in your environment. Enterprise-grade tools scaled for SMBs. **What's included:** - Endpoint Detection & Response (EDR) — behavioral analysis, not just signature matching. Platforms: CrowdStrike Falcon, SentinelOne, or Microsoft Defender for Endpoint - Email security — advanced filtering layered on Microsoft 365 or Google Workspace - Multi-factor authentication (MFA) enforcement across all critical applications - Security awareness training — monthly simulated phishing and training modules - Dark web monitoring — credential breach alerts - Threat monitoring and SIEM — cross-environment correlation and alerting - Incident response — containment, investigation, recovery, and communication - Compliance support — HIPAA, SOC 2, PCI DSS, CMMC technical controls and documentation **Outcomes:** - Clear, written security posture - Phishing attempts caught before they cost money - Compliance documentation that satisfies auditors - Employees who recognize and report threats - Incident response plan before you ever need it --- ### Cloud & Microsoft 365 **URL:** https://facetmsp.com/services/cloud-microsoft-365 Full Microsoft 365 lifecycle management — from deployment to ongoing security and administration. **What's included:** - Licensing management (right-sized plans, no over-licensing) - User provisioning and offboarding - Security configuration: MFA, conditional access, Microsoft Defender - SharePoint and Teams administration - Exchange Online management - OneDrive and storage management - Azure Active Directory / Entra ID management - Microsoft 365 backup (separate from Microsoft's native retention) **Outcomes:** - No security gaps from improper M365 configuration - Departing employees offboarded immediately and completely - Licensing costs optimized - Your team gets more value from tools they already pay for --- ### Backup & Disaster Recovery **URL:** https://facetmsp.com/services/backup-disaster-recovery Automated backup with tested recovery procedures and documented business continuity plans. **What's included:** - Automated daily backups (or more frequent) following 3-2-1 rule: 3 copies, 2 media types, 1 offsite - Encrypted offsite and cloud storage - Regular tested restores (a backup never tested is not a backup) - Documented recovery procedures - Defined RTO (Recovery Time Objective) and RPO (Recovery Point Objective) targets - Business continuity plan (BCP) development - Ransomware-resistant immutable backup storage - Platforms used: Veeam, Datto, Acronis **Outcomes:** - Know exactly how fast you can recover from any failure - Survive a ransomware attack without paying the ransom - Auditable backup history for compliance requirements --- ### vCIO & Strategic Planning **URL:** https://facetmsp.com/services/vcio Fractional Chief Information Officer services — senior IT leadership without the full-time executive salary. **What's included:** - Quarterly Business Reviews (QBRs) — technology health, business alignment, gap analysis - 12–24 month technology roadmap — prioritized by business impact, with cost projections - Annual IT budget planning — CapEx vs. OpEx, hardware lifecycle, software rationalization - Vendor management and negotiation — objective evaluation, no commissions or reselling - Technology project oversight — office moves, migrations, ERP implementations - Risk and compliance advisory — security posture, regulatory requirements, vendor dependencies - Board and executive communication — translating IT decisions into business outcomes - M&A technology due diligence — integration planning, risk surfacing, consolidation roadmaps **Why it matters:** Full-time CIOs cost $200,000+/year. Most SMBs don't need one full-time — but they do need that level of strategic thinking. Facet MSP includes vCIO services in every engagement. **Outcomes:** - Technology decisions that are deliberate instead of reactive - IT budget defensible to leadership, investors, or a board - 12-month roadmap — no expensive surprises - IT positioned as a competitive advantage, not an overhead line --- ## Frequently Asked Questions ### MSP Basics **Q: What is a managed service provider (MSP)?** A: A managed service provider (MSP) is a third-party company that remotely manages and maintains a business's IT infrastructure and end-user systems on a proactive, ongoing basis. Instead of calling for help only when something breaks, you pay a predictable monthly fee and the MSP monitors your systems 24/7, handles updates and patches, provides a help desk for your team, and works to prevent problems before they cause downtime. Think of it as outsourcing your entire IT department to a team of specialists — at a fraction of the cost of hiring in-house. **Q: What's the difference between break-fix IT and managed IT services?** A: Break-fix IT is reactive: you call a technician when something breaks, pay an hourly rate, and they fix it. There's no ongoing relationship, no monitoring, and no incentive for the technician to prevent future problems — in fact, their business model depends on things breaking. Managed IT services (MSP model) is the opposite: proactive. You pay a flat monthly fee, and the MSP's incentive is to keep everything running smoothly because every ticket they handle is a cost to them. Businesses that switch from break-fix to managed services typically see fewer outages, faster resolution times, and far more predictable IT costs. **Q: What services should an MSP include?** A: A full-service MSP should include: 24/7 system monitoring and alerting, help desk and end-user support (phone, email, and chat), network and infrastructure management, cybersecurity (EDR, firewall management, patch management), cloud services and Microsoft 365 management, backup and disaster recovery, and strategic vCIO advisory services. Ask for a complete service catalog before signing — gaps in coverage create risk. **Q: What size businesses typically use MSPs?** A: MSPs typically serve small to mid-market businesses with 10 to 500 employees. Even businesses with 5–10 employees benefit from managed services if they rely on cloud platforms, handle sensitive customer data, or operate in regulated industries. Many businesses with 100–250 employees use a hybrid model: one internal IT coordinator supported by an MSP team. **Q: What is a vCIO, and does my business need one?** A: A vCIO (virtual Chief Information Officer) is a senior IT strategist provided by your MSP who helps align technology investments with business goals — roadmap reviews, major purchase advisory, budgeting, and growth planning. Most growing SMBs don't need a full-time CIO ($200K+/year) but do need that level of strategic thinking. A good MSP includes vCIO services in their engagement. --- ### Pricing & Contracts **Q: How much do managed IT services cost per month?** A: Facet MSP pricing ranges from $125/user/month for user support (people whose devices we don't manage) up to $375/user/month for fully managed users, whose company device runs our full management and security stack. A 25-person business in Los Angeles or Miami typically pays $3,125–$9,375/month depending on how many users are fully managed — often less than a single full-time IT hire when factoring in salary, benefits, and turnover. **Q: Does Facet MSP offer on-site or deskside support?** A: Yes. Deskside support is available as an add-on service at an hourly rate with a minimum commitment of 4 hours per week. A dedicated technician visits your office for hands-on work — hardware setup, new equipment deployment, office moves, or any issue requiring physical presence. Available in Los Angeles, Miami, and Tampa. **Q: How are MSP contracts typically structured?** A: Most MSP contracts are 12–36 month agreements with a fixed monthly fee. A well-structured contract includes: clear service scope, response time SLAs by severity, escalation procedures, terms for adding/removing users, out-of-scope billing rates for project work, and termination conditions. **Q: What should be in an MSP service level agreement (SLA)?** A: A solid SLA defines: response time targets by severity (e.g., critical: 15-minute response), resolution time targets, support hours, escalation paths, and remedies if targets are missed. Watch for SLAs that only define "response" time — resolution time is what actually matters. **Q: Are there setup or onboarding fees when signing with an MSP?** A: Yes — most reputable MSPs charge an onboarding fee (typically 1–3× the monthly rate) to cover environment assessment, documentation, and stabilization. Be skeptical of "free onboarding" — corners are being cut. **Q: What happens if I want to cancel my MSP contract early?** A: Common structures include paying remaining months, a flat termination fee (2–3 months), or graduated penalties. Negotiate a mutual termination clause for consistent SLA failures, and ensure a transition assistance clause requiring the MSP to migrate your documentation to a new provider. --- ### Choosing an MSP **Q: Should I hire an in-house IT person or use an MSP?** A: For most businesses under 75–100 employees, an MSP delivers better coverage at lower cost. A single internal IT person costs $70,000–$110,000/year plus benefits, covers one area of expertise, and has no backup when unavailable. An MSP gives you a team across networking, security, cloud, and end-user support — around the clock. **Q: What questions should I ask an MSP before signing?** A: Key questions: (1) Show me SLA attainment data. (2) How many clients per technician? (3) Experience with my industry's compliance? (4) What does onboarding look like? (5) Who is my primary contact? (6) How do you handle after-hours emergencies? (7) What tools do you use? (8) Three client references of similar size? (9) Escalation path for unresolved issues? (10) What happens to our data when we leave? **Q: How do I find a reliable MSP in Los Angeles?** A: Use Clutch.co and G2 for verified reviews. Prioritize MSPs with physical LA offices for onsite dispatch. Facet MSP operates from Los Angeles and serves SMBs across the LA metro area. **Q: How do I find a reliable MSP in Miami?** A: Prioritize local physical presence, bilingual support if needed, and experience with finance/healthcare/real estate compliance. Facet MSP maintains a Miami office and provides onsite support throughout the Miami metro area. **Q: What certifications should a qualified MSP have?** A: Look for: Microsoft Partner status, CompTIA Managed Services Trustmark, SOC 2 Type II, and industry-specific certifications (HIPAA, PCI DSS, CMMC). Individual technician certs: Microsoft Certified Azure Administrator, CompTIA Security+, CCNA. --- ### Onboarding & Transitions **Q: How long does it take to onboard with a new MSP?** A: 30–90 days depending on environment complexity. Week 1–2: discovery and assessment. Week 2–4: tooling deployment. Month 2: stabilization. Month 3: full managed services with active SLAs. **Q: Can I keep my existing hardware and software when switching?** A: Generally yes. A good MSP inventories existing equipment, flags end-of-life or security risks, and creates a phased replacement plan. You're rarely forced to replace everything immediately. **Q: How do I transition from one MSP to another?** A: Steps: (1) Notify current MSP per contract terms. (2) Invoke transition assistance clause for documentation. (3) New MSP performs parallel discovery. (4) Cutover day: new tools replace old, credentials rotate. (5) Verify all access has transferred. Ensure your contract states credentials are your property. **Q: What should happen in my first 90 days with an MSP?** A: Day 1–30: Environment assessment, tooling installation, network documentation, risk report. Day 31–60: Stabilization, help desk onboarding, workflow setup. Day 61–90: First vCIO review — technology roadmap, budget recommendations, 12-month plan, first monthly SLA report. **Q: What information will an MSP need from us at onboarding?** A: Employee/device list, network equipment credentials, Microsoft 365 or Google Workspace admin access, cloud platform access, backup solution details, existing IT vendor contacts, current IT contracts, and previous network documentation. --- ### Security & Compliance **Q: How does an MSP handle cybersecurity?** A: Comprehensive MSP security stack: EDR on every device, patch management, email security, MFA enforcement, DNS filtering, dark web monitoring, firewall management, SIEM, and security awareness training. Cybersecurity is a layered practice, not a product. **Q: What is endpoint detection and response (EDR)?** A: EDR uses behavioral analysis to detect suspicious activity — catching novel malware and ransomware that signature-based tools miss. It continuously monitors device behavior and can automatically isolate a compromised device. Leading platforms: CrowdStrike Falcon, SentinelOne, Microsoft Defender for Endpoint. **Q: What is zero-trust security and can an MSP implement it?** A: Zero-trust means "never trust, always verify" — every user and device must continuously prove authorization. Implementation includes MFA everywhere, device health checks, least-privilege access, network micro-segmentation, and continuous monitoring. MSPs typically start with MFA and conditional access in Microsoft 365 and expand over time. **Q: Can an MSP help with HIPAA, SOC 2, or PCI compliance?** A: Yes — MSPs implement and maintain the technical controls required by each framework and provide audit documentation. Compliance is a shared responsibility; legal and governance aspects typically require a compliance consultant as well. **Q: What is a business continuity plan, and should my MSP provide one?** A: A BCP documents how your organization keeps operating during disruptions. The IT component covers: backup procedures, RTO (how long you can be down), RPO (how much data loss you can tolerate), failover procedures, and recovery documentation. Your MSP should define RTO/RPO, implement backup that meets them, test restores regularly, and document recovery procedures. --- ### Cloud & Day-to-Day **Q: Can an MSP manage our Microsoft 365 environment?** A: Yes — licensing management, user provisioning/offboarding, security configuration (MFA, conditional access), SharePoint/Teams administration, Exchange Online, and anomaly monitoring. Proper M365 management prevents data breaches and keeps licensing costs optimized. **Q: What is backup and disaster recovery (BDR)?** A: Backup = regular data copies following the 3-2-1 rule (3 copies, 2 media types, 1 offsite). Disaster recovery = the plan and technology to actually restore operations quickly. Complete BDR includes automated backups, encrypted offsite storage, regular tested restores, documented procedures, and defined RTO/RPO. Common platforms: Veeam, Datto, Acronis. **Q: Can an MSP support a fully remote or hybrid team?** A: Yes — the MSP model is inherently remote-friendly. Support reaches employees anywhere. Device management uses cloud-based MDM. Security controls (VPN, zero-trust, EDR) apply equally to office and remote workers. MSPs should also address BYOD security policies for home networks. **Q: How quickly should an MSP respond to a support ticket?** A: By severity: Critical (system down): 15-minute response, 2-hour resolution. High (multiple users impaired): 1-hour response, 4-hour resolution. Medium (one user, workaround available): 4-hour response, next-business-day resolution. Low (non-urgent): same-day acknowledgment, 3–5 business day resolution. **Q: What makes Facet MSP different from other IT providers in Los Angeles and Miami?** A: Facet MSP is part of Facet Interactive — bringing managed IT, digital strategy, and AI under one roof. We have physical offices in LA, Miami, and Tampa with US-based technicians (no offshore support). Every client engagement includes a dedicated vCIO and quarterly business reviews. We don't lock clients into punitive contracts. 15+ years average team experience. Call (323) 510-1984, or book a 15-minute call with a US engineer to get an honest picture of where your environment stands. --- ## Locations **Los Angeles, CA** Primary market. Onsite dispatch across the LA metro area. Serving industries including media, entertainment, legal, finance, healthcare, and technology. **Miami, FL** Active market. Onsite dispatch throughout Miami-Dade and Broward counties. Serving finance, real estate, healthcare, and professional services. Bilingual support available. **Tampa, FL** Supporting market. Remote and periodic onsite support. **Nationwide** Remote support for distributed and fully remote teams across the US. --- ## About Facet Interactive Facet MSP is a division of Facet Interactive LLC, a technology firm operating three specialized practice areas: IT Managed Services (Facet MSP), Digital (design, development, CRO), and Artificial Intelligence (automation, LLM integrations, analytics). The multi-practice model means IT clients benefit from digital and AI expertise that pure-play MSPs cannot offer. Website: https://facetinteractive.com --- *This file is maintained for AI indexing and agent consumption. For the human-readable version, visit https://facetmsp.com. For the concise navigation version, see https://facetmsp.com/llms.txt.*