Complete IT
When the office and the remote team both have to keep working, ALCON DTS puts helpdesk, Microsoft 365, devices, email, and on-site support in one published package — Complete IT, $150–$250 per user — so you are not juggling a remote ticket queue and a separate visit every time hardware fails.
Who this is for
Complete IT is for organizations that have outgrown break-fix and remote-only support. You need a helpdesk that already knows the tenant, an engineer who can be on site when hardware or local infrastructure is the problem, and a single owner for identity, devices, email, and backups.
The published range is $150–$250 per user. Clinics, manufacturers, law firms, marketing firms, engineering firms, and other SMBs with mixed Windows and Apple devices use this band when both the office and remote staff have to stay productive.
Complete IT is managed IT from ALCON DTS. EHR platforms, plant-control systems, and custom software stay with their vendors unless we scope that work separately — we will say so in the review rather than blur the package.
What’s included
Complete IT includes everything in Remote IT, then adds on-site coverage and the operating pieces below. The point of the package is one relationship — not a remote ticket queue plus a separate vendor for every office visit.
Remote coverage stays in place
Remote monitoring, helpdesk, tenant administration, and device management stay in Complete IT. Adding on-site support does not reduce remote coverage. Staff still get a place to call. ALCON DTS still maintains the tenant and the managed endpoints between visits.
On-site support
Some work cannot finish in a remote session: failed hardware, office networking, shared printers, or a walk-through that has to happen in the room. Complete IT includes on-site support for those jobs so you are not buying a day rate every time someone must appear.
Remote remains the first move when it can solve the problem. On-site is there when it cannot.
Cybersecurity awareness training
Most incidents still start with a person and a message that looks routine. Complete IT includes awareness training so staff can recognize phishing, unsafe sharing, and tools that were never approved. Training should match how the clinic or firm actually works — Microsoft 365, email, and the devices already in use — not a generic video library with no follow-up.
Endpoint protection
Laptops, desktops, and in-scope mobile devices are where mail, files, and line-of-business systems get used. Complete IT includes endpoint protection, current updates, and encryption on managed devices that handle business or patient information. A lost or unmanaged device is an exposure to close, not a footnote.
Business continuity planning
Complete IT includes planning for how data, applications, and communications come back if a location, mailbox, or device is unavailable — what is backed up, who owns a restore, and what “back to work” looks like for this organization. The plan is reviewed with the package. It is not a binder written once for a proposal.
Spam / email filtering
Inbound mail is filtered as part of Complete IT so obvious spam and malicious mail are reduced before they reach the inbox. Mailbox security still depends on the Microsoft 365 tenant: authentication, forwarding, and sharing.
How it differs
Remote IT ($100–$150/user) — remote-first support for a managed tenant. Fits teams that rarely need an engineer in the building.
Complete IT ($150–$250/user) — Remote IT plus on-site support and the operating items above. Default when the office and remote staff both have to keep working.
Secure IT ($250–$400/user) — Complete IT plus tighter security and compliance operations on the same relationship.
Ready for a Complete IT review?
A Complete IT review with ALCON DTS is a clear-eyed look at the office and the remote team together. We will map how helpdesk, Microsoft 365, devices, email, and on-site work should run as one relationship, confirm whether Complete IT ($150–$250 per user) is the right published package, and sketch the first 90 days of remote and on-site support.
You get a recommendation you can act on — priced, published, and matched to how your firm actually works.
Related work
Remote IT · Secure IT · Microsoft 365 · Cybersecurity · Healthcare IT
One owner for the office and the remote team
Share how support works today. ALCON DTS will confirm whether Complete IT fits at $150–$250 per user — or recommend Remote IT or Secure IT when that published package is the better fit.
