01
Projects that never move
Your team spends the day on tickets, so the roadmap waits another quarter.
Co-managed IT services: More capability for your IT team. No new hires.
Owning IT is in our nature.
Your team stays in charge. You can hand off a whole function, like the service desk or after-hours support, or add senior engineers for the projects and problems that need them.
Technical specs & details ↓ Or start with a free IT health check →On every ManageIT plan: a live expert in 5 minutes, or a $100 credit · See your price before you call
In short
AugmentIT is DivergeIT’s co-managed IT service for companies that keep an internal IT lead: you add a Tier 1 service desk, 24/7 infrastructure monitoring, SecureIT modules or backup and disaster recovery around your team, in one shared ticket queue with a named Technical Account Manager. Each module is scoped to the coverage your team hands off. Full specs · Pricing
The problem
It’s not just you. Good IT teams get buried in tickets.
Internal IT teams are expected to run the help desk, cover every hour and deliver the roadmap. Something always gives.
02
Coverage that stops at 5pm
You need nights and weekends covered, and you can’t staff them.
03
Specialists on demand, sort of
Every network, server or recovery problem starts a hunt for a contractor.
04
Two people who know everything
When one of them is out, so is half of what your team knows.
Heard on first calls
- “My team spends all day on tickets, so the projects never move.”
- “I need 24/7 coverage, but I can’t staff nights and weekends.”
- “Every time a specialist problem comes up, I’m hunting for a contractor.”
- “Everything depends on the two people who know how it all works.”
The real issue
The problem isn’t your team. It’s that they’re stretched across every job at once.
Strong IT teams get pulled into everything: the service desk, after-hours calls, specialist problems and the projects leadership is waiting on.
AugmentIT takes on the parts you choose, on your tools and your processes, so your team can do the work only they can do.
Find out where you stand →
So where do you start?
Red to green, in three steps.
First — Scope
You choose what we take
The service desk, after-hours coverage, a specialist bench or a project. Your team stays in charge.
Next — Onboarding
We plug into your tools
We work in your ticketing system and your processes, and document everything as we go.
Ongoing — Partnership
Your team gets time back
Nights, weekends and vacations are covered by people who know your setup, and the roadmap starts moving.
Before & after
What changes for you
Before: Your team splits its day between tickets and projects.
With DivergeIT: Hand off the service desk, and your team can focus on the roadmap.
Before: Coverage stops when the office closes.
With DivergeIT: You’re covered nights, weekends and vacations. Same tools, same queue, same notes.
Before: Know-how sits with a few people.
With DivergeIT: You get everything documented as the work happens.
Before: Specialist problems wait for an outside firm.
With DivergeIT: Network, security and recovery experts are already on your team.
What's included
Inside AugmentIT
Your internal IT team knows the business better than any outsider ever will. AugmentIT extends what that team can do, one module at a time: infrastructure support for your servers, firewalls, switches, and wireless; a Tier 1 service desk during business hours, extended hours, or 24/7; SecureIT cybersecurity; and backup and disaster recovery. Your people, processes, and systems stay in place, and you share one ticket queue with a named Technical Account Manager and regular business reviews.
AugmentIT work is never a drive-by. Every ticket is visible on live dashboards, and everything we build or recover lands back under management — monitored, documented, and reported through RITIS — so your team keeps full visibility long after the engagement ends. If your internal IT person moves on, you can convert to ManageIT with the same tools, team, and dashboards.
Tier 1 service desk
A service desk that shares your queue: password resets, Microsoft 365 and Google account help, troubleshooting, and app installs, with clean escalation to your team. Choose business hours, extended hours, or 24/7.
Infrastructure support
24/7 server and network monitoring, remote server support and patching, and firewall, switch, and wireless updates and changes, priced per device. Workstation monitoring and patching is an add-on.
RITIS dashboards & reporting
RITIS dashboards show your IT health score, user risk, and ticket trends, so your IT leadership always knows where things stand.
Shared queue, clean escalations
You and DivergeIT work one shared ticket queue and client portal, with shared documentation, so escalations to your team arrive with full context — no starting over, no repeating yourself.
Cybersecurity & compliance modules
Add SecureIT Core, Plus, or Pro per device, penetration testing, ComplyIT Plus or Pro, or an incident response retainer. Each module is purchasable on its own.
Onsite support
Scheduled in-person help when a technician needs to be there: onsite server checks, hardware tasks, and network physical-layer work, billed as you use it.
Advanced network architecture
Optional design and build of segmented, high-availability switch and firewall architectures — then handed back to your team and our monitoring, not left as a diagram.
Backup & disaster recovery
Backup monitoring, restores, and DR planning on Datto, quoted per environment, with disaster recovery execution and forensic data recovery available when you need them.
Managed after the work
Every AugmentIT outcome returns to continuous management: monitored, patched, documented, and included in your operational reporting.
RITIS · Support
Your team sees the same queue we do
Co-managed only works if both sides read from one source. RITIS puts response and resolution attainment, satisfaction and the open queue on a screen your IT lead can open any time — including the tickets where we missed the target.
What the Support screen scores
- Response SLA 98%
508 met · 11 missed
- Resolution SLA 90%
468 met · 51 missed
- Satisfaction 100%
13 positive · 13 surveys
- Open tickets 37
483 closed · 30 days
Also reported here: Devices, Users. All five domains roll into one RITIS Score.
Technical specs & details
AugmentIT, line by line
The shared platform every co-managed client gets, each module you can add, and how AugmentIT runs alongside your internal team.
Platforms · Client portal · Shared documentation · RITIS · Todyl (SecureIT) · Datto backup
Modules
Core platform (every AugmentIT client)
- A shared ticket queue with your internal team
- Client portal at portal.divergeit.com to open, track and approve requests
- Shared documentation of systems, vendors and runbooks
- RITIS reporting: IT health score, user risk and ticket trends
- A named Technical Account Manager and regular business reviews
- Dedicated AugmentIT pods
Infrastructure support
Per device, monthly
- 24/7 server and network monitoring
- Remote server support, patching and root-cause analysis
- Firewall, switch and wireless monitoring, firmware updates and changes
- Add-on: workstation monitoring and patching
Windows & Linux servers; Meraki, Catalyst or HPE switches; Meraki, Fortinet or SonicWall firewalls; Meraki or UniFi wireless. Re-architecture and re-IP work is ConsultIT.
Tier 1 service desk
Per ticket · business hours, extended or 24/7
- Identity-verified password resets
- Microsoft 365 / Google account support
- Performance and connectivity troubleshooting
- Supported application installs; Windows and macOS support
- Portal, email, chat and phone intake
- Clean escalation to your team in the shared queue
Security plans are not included in per-ticket pricing.
Cybersecurity, module by module
Per device, monthly
- SecureIT Core: EDR, 24/7 MXDR SOC, ITDR, 30-day SIEM, SASE
- SecureIT Plus: adds 90-day SIEM, awareness training, mobile protection
- SecureIT Pro: adds LAN zero trust, conditional access, 1-year logs
- Penetration testing as a service
- Compliance as a service (ComplyIT Plus / Pro)
- Incident response retainer
Standalone SecureIT minimums: 15 devices on Core, 25 on Plus and Pro.
Data backup & disaster recovery
Quoted per environment
- Backup monitoring, restores and DR planning (Datto BCDR · SaaS Protection)
- Disaster-recovery execution and custom reporting (optional, as a project)
Requirements & what’s not included
Two ways to co-manage
- Co-managed: DivergeIT deploys, monitors and supports technology alongside your internal IT, including the management agent. Every module is available.
- Security co-managed: your team deploys and keeps its own tools; DivergeIT deploys the security agent and backup, and responds through the SOC. Core platform, cybersecurity and backup & DR only.
- If you lose your internal IT person, you convert cleanly to ManageIT: same tools, same team, same RITIS dashboards.
Optional add-ons
- Onsite server support
- Scheduled in-person help for server issues that need a technician present.
- Network physical-layer support
- Onsite cable tracing, wall-jack testing, hardware placement and onsite ISP verification.
- Onsite wireless mapping & analysis
- Site surveys, heat mapping and coverage-gap analysis.
- Firewall & switch architecture
- Multi-zone firewall designs, large-scale VLAN design, re-IP planning and high-availability builds.
- Disaster recovery execution
- Full-scale recovery of supported workloads and critical services after a major event.
- Backup recovery on your own solution
- Recovery support, including ransomware recovery, from a backup system DivergeIT didn’t provide.
Want this as a document for your team? Book a call and get the full service definitions →
The guarantees
Promises with consequences, not fine print.
Response
On any ManageIT plan, wait more than 5 minutes for a live expert and you get a $100 credit on your next invoice.
All ManageIT plans
Ransomware recovery
Hit by ransomware anyway? Your covered data and servers are restored to their pre-attack state at no DivergeIT charge.
ManageIT Plus & Pro, with DivergeIT immutable backup
Switching
If switching disrupts your operations, your first 30 days of service are credited in full.
New ManageIT agreements
Satisfaction
If your concern still isn’t resolved, you get a $50 gift of your choice.
All ManageIT plans
Annual assessment
Your assessment and prioritized recommendations are free, every year. Any fixes are quoted separately.
Any SecureIT plan (included in every ManageIT plan)
AI payback
Not on track to pay for itself after the first two weeks? You get your Forward Deployed Engineering fees back.
Forward Deployed Engineering with an AI Success Desk plan
What changed for them
“DivergeIT perfectly augments our internal IT team with specialized subject matter experts.”
FAQ
Co-Managed IT questions, answered
What is co-managed IT?
Your internal team keeps ownership of people, processes, and systems, and DivergeIT takes on the parts you choose: infrastructure support, a Tier 1 service desk, cybersecurity, backup and disaster recovery, or any mix. You decide where the line sits, and we operate to it in a shared queue with your team.
Can we outsource the help desk without outsourcing all of IT?
Yes. DivergeIT can run your IT help desk while your team manages the other components of your IT systems — that is exactly what the co-managed model is for.
What coverage hours are available?
The Tier 1 service desk is available during business hours (Monday–Friday, 8 to 5), extended hours (Monday–Friday, 5 AM–8 PM Pacific), or 24/7/365, priced per ticket. Infrastructure monitoring runs 24/7 on every device you enroll.
How fast will my employees actually get help?
Your employees reach the Tier 1 service desk by portal, email, chat, or phone during the coverage hours you choose, and anything beyond Tier 1 escalates cleanly to your team in the shared queue. Response targets are set in your agreement. If you want the 5-minute live-expert guarantee, that comes with ManageIT, and AugmentIT accounts can convert to it with the same tools and team.
How do you keep quality consistent?
Documented processes, RITIS dashboards, satisfaction surveys on every ticket, and regular business reviews with your named Technical Account Manager — quality is measured, not assumed.
What engineering work does AugmentIT cover?
Optional services include onsite server support, network physical-layer work, segmentation and high-availability design, disaster recovery execution, custom backup reporting, and forensic data recovery. Larger projects and re-architecture run through ConsultIT, and everything lands back under continuous management when the work is done.
How is AugmentIT priced?
Each module is priced on its own: infrastructure support per device per month, the Tier 1 service desk per ticket, SecureIT per device at standalone rates, and backup and DR quoted per environment. Rates are published on our pricing page, and optional engineering work is scoped and quoted for you individually.
AugmentIT, built for your industry
Professional ServicesEntertainment & SportsFinancial Services All industries
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Give your IT team room to work.
Pick the function you want off your team’s plate. We’ll take it from here.
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