Frequently Asked Questions About Managed IT Services for Manufacturers
Common Questions From Manufacturing IT Decision-Makers
Choosing a managed IT provider is a significant decision. These are the questions we hear most often from operations managers, CFOs, and business owners evaluating their IT options.
How does your pricing work?
We use a per-seat, flat-rate pricing model. You pay a fixed monthly fee per user that includes unlimited helpdesk support, 24/7 monitoring, proactive maintenance, cybersecurity protection, and onsite support as needed. There are no hourly charges, per-incident fees, or surprise invoices.
The per-seat rate varies based on the scope of services, number of users, and complexity of your environment. We provide a detailed quote after an initial assessment of your infrastructure. Most manufacturers find our all-inclusive pricing is significantly less than the combined cost of an in-house IT person plus the security tools, monitoring platforms, and backup solutions included in our service.
Learn more about our managed IT support pricing model.
What are your response times?
Our standard response times are:
- Critical (production down): Immediate response, 15-minute acknowledgment
- High (significant impact to multiple users): 30-minute response
- Medium (single user impacted, workaround available): 2-hour response
- Low (request or non-urgent issue): 8-hour response
Most non-critical issues are resolved within two hours of the initial contact. Critical production-impacting issues receive immediate escalation to senior engineers and, when necessary, onsite dispatch.
How long does onboarding take?
Our standard onboarding process takes 30 days. During this period, we:
- Conduct a comprehensive infrastructure assessment
- Document your network, systems, and applications
- Deploy our monitoring, management, and security tools
- Meet your team and establish communication channels
- Transition support from your current provider (if applicable)
You continue operating normally throughout onboarding. We work in the background to establish our management platform without disrupting your operations. Critical support is available from day one.
Read more about our structured approach to client engagements.
Do we need to replace all our equipment to get started?
No. We work with your existing infrastructure and develop a technology roadmap that prioritizes replacements and upgrades based on risk, business impact, and budget. Some equipment may need immediate attention for reliability or security reasons, but we never recommend a wholesale rip-and-replace unless the situation genuinely warrants it.
Our IT consulting services help you plan technology investments strategically over time, spreading costs predictably rather than creating large capital spikes.
What happens if we have an issue after hours?
Our monitoring platform and security operations center run 24/7/365. Critical issues detected by our monitoring systems are addressed immediately, regardless of the time. If you need to report an issue outside business hours, our after-hours support line connects you to an on-call engineer who can begin troubleshooting immediately.
After-hours support is included in your service agreement at no additional charge.
How do you handle cybersecurity?
Our cybersecurity program provides layered protection across your entire environment:
- Endpoint detection and response (EDR) on every workstation and server
- 24/7 SOC monitoring by trained security analysts
- Email security with advanced phishing and malware protection
- Network segmentation separating IT from OT systems
- Security awareness training with simulated phishing campaigns
- Vulnerability scanning and managed patch deployment
- Incident response planning with tabletop exercises
These protections are included in our managed service agreement, not sold as expensive add-ons.
Can you help with CMMC, NIST 800-171, or ITAR compliance?
Yes. Compliance support for defense and aerospace manufacturers is a core competency. We assess your current security posture against the required framework, identify gaps, implement technical and administrative controls, develop required documentation (SSP, POA&M), and prepare you for assessment.
We work with manufacturers at various stages of the compliance journey, from initial awareness to maintaining an existing certification. Visit our manufacturing page for more details on our compliance capabilities.
What if we already have an internal IT person?
Many of our manufacturing clients have an internal IT manager or technician. We complement their capabilities rather than replace them. Your internal person handles day-to-day user support and business application management while we provide the infrastructure monitoring, cybersecurity, network management, and strategic consulting that require a full team.
This co-managed model gives your internal IT person the resources and expertise of an entire IT department behind them. They get better tools, escalation paths for complex issues, and freedom from the 24/7 burden of being the sole IT resource.
Do you support multiple locations?
Yes. We design and manage IT environments for manufacturers with multiple facilities across the United States. Our network support team implements multi-site connectivity using SD-WAN, site-to-site VPNs, and cloud infrastructure that provides consistent access and security across all locations.
Our network support team implements multi-site VoIP, Teams calling, and unified communications across all your locations.
What makes you different from other managed IT providers?
Three things set Neuron apart:
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Operational industry focus since 2001: We specialize in manufacturers and the operational industries that share the same IT demands — HVAC, plumbing, electrical, and construction companies. This specialization means faster support, better recommendations, and engineers who understand your environment.
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Complete coverage: Our service includes helpdesk, monitoring, maintenance, cybersecurity, and strategic consulting in one agreement. Most MSPs charge separately for security, compliance, and consulting.
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Proactive approach: We prevent problems rather than waiting for them to occur. Our clients maintain 99.95% average uptime because we identify and resolve issues before they impact production or field operations.
Read our case studies to see these differences in action, or visit our mission and values page to learn more about our philosophy.
Do you only serve manufacturers?
No. Manufacturing is our primary specialization and has been since 2001, but we also serve operational industries that share the same IT requirements: uptime criticality, mobile and field workforce support, dispatch system reliability, and compliance obligations. Today we support HVAC companies, plumbing contractors, electrical contractors, and construction companies nationwide alongside our manufacturing clients.
These industries share common ground — dispatch-dependent operations, field workers who need mobile access, and zero tolerance for downtime. Our experience in manufacturing environments translates directly to these verticals.
What industries does Neuron specialize in?
We serve five primary industry verticals:
- Manufacturing — Our core specialization since 2001. Aerospace, food and beverage, plastics, metal fabrication, and automotive parts manufacturers.
- HVAC — Dispatch system reliability, mobile workforce connectivity, and seasonal scaling for heating and cooling companies.
- Plumbing — Job management system uptime, field technician connectivity, and customer data protection for plumbing contractors.
- Electrical — Project management tools, multi-site job connectivity, and safety compliance documentation for electrical contractors.
- Construction — Document control, job site connectivity, and project management platform support for general contractors and specialty builders.
All five verticals share common IT demands: operational reliability, mobile access, security, and flat-rate pricing that scales with your workforce.
What is your service area?
We serve clients nationwide. Our managed IT services, cybersecurity, cloud management, and remote monitoring are delivered to manufacturers and operational businesses across the United States. Our headquarters in Los Angeles and our Inland Empire office provide onsite support throughout Southern California, and we coordinate onsite services in other regions as needed. The majority of our support is delivered remotely, making geography a non-issue for most of our clients.
What if we're too small of a company?
No company is too small for a conversation with us. We love meeting business owners at every stage, including those just starting out or operating small teams. In fact, working with growing companies and startups is some of our most rewarding work—helping lay the groundwork for technology that scales with your ambitions.
If you are early in your journey, we’re happy to listen, share advice, and, if the timing is right, help you build IT and cybersecurity strategies that adapt as you grow. Even if you think you're “too small,” a quick conversation can reveal ways to plan for future success—and there’s never any pressure or obligation.
Reach out to us, and let’s talk about your goals, however big or small they might be.
How come you don't have any pictures of your team?
You may notice we do not display headshots or group photos of our staff. This is a deliberate cybersecurity measure. By limiting the public exposure of our team members’ likenesses, we help prevent threat actors from using social engineering or impersonation tactics—such as forging emails, spoofing social media accounts, or attempting to spoof authority when targeting your organization. Protecting our people’s identities online helps protect your business as well.
If you ever want to put a face to a name, we are always happy to meet via video call at any time. This policy is for your protection as much as ours, and it reflects our commitment to keeping both our organization and our clients secure.
Ready to Talk?
If your question was not answered here, our team is ready to help. Contact us for a no-pressure conversation about your IT needs.