Your IT Provider Should Be
Able to Prove It.
Most MSPs make promises. We publish our numbers. Here's why Central Illinois businesses choose Facet — and stay for over a decade.
Book a Discovery Call →How Facet Stacks Up Against Industry Averages
We're not just better than average — we're operating at a different standard. Here's how our real performance compares to what the managed IT industry considers normal.
| Metric | Industry Average | Facet Technologies Average |
|---|---|---|
| Response Time | 1–4 hours (best-in-class: 30–45 min) | Under 15 minutes, 24/7/365 |
| Resolution Time | 25–82 hours depending on priority | Same-day resolution for majority of tickets |
| Client Retention | ~90% annually (many MSPs fall below) | 48% of clients have been with us 10+ years |
| System Uptime | 99.9% (industry standard SLA) | 99.9%+ with proactive monitoring |
| Phone Support | Voicemail, auto-attendants, or ticket portals | Live answer by a real person during business hours |
| Employee Tenure | High turnover industry-wide | 12+ year average — your tech knows your name |
| Team Location | Often outsourced or remote NOCs | 100% in-house, Peoria-based team |
Industry benchmarks sourced from ScalePad 2025 MSP Trends Report, TSIA Managed Services Benchmark, Svitla Systems, and ECS SLA Statistics.
What This Actually Means for Your Business
You're Never Waiting
When something breaks at 2 AM on a Saturday, you're not leaving a voicemail and hoping for the best. Our on-call technician responds in under 15 minutes — and if they don't, management gets an automated call. That's not a marketing promise. That's an operational process.
Your Tech Knows Your Business
With an average employee tenure over 12 years and clients who've been with us for a decade, our team knows your network, your workflows, and your people. No re-explaining your setup every time you call. No revolving door of strangers remoting into your systems.
You Stay Up and Running
99.9%+ uptime isn't just an SLA checkbox for us — it's the result of proactive monitoring, regular maintenance cycles, and a team that catches problems before they become outages. When your competitors' systems go down, yours don't.
Implementation Across Three States: Smooth and Seamless
Facet has been our trusted information technology vendor & partner since 2022. The transition process which included upgrading our existing network infrastructure and implementing enhanced security across 3 states was smooth and seamless. Facet worked directly with our back office software vendor to move our applications to Azure and the process was completed with zero impact to our business operations. Facet expertise is top-notch. The Facet team is always responsive, timely and thorough in addressing our ongoing IT support needs!
Bruce Hall
“Responsive and always listen to our needs.”
Facet has done a great job with keeping our company at the forefront of technology. They are responsive and always listen to our needs. I appreciate their diligence with keeping our company up and running in a safe manner.
“Facet is the winning IT firm, time and time again.”
Facet earned our trust so that we can focus on expanding our business. Facet recruits top notch professionals who provide leading edge technology, communicate effectively and are accountable for the excellent service they provide. Facet drills down into the IT needs of our business BEFORE they start providing services. Their focus on excellent communication skills avoids a breakdown in service that we experienced with other IT firms. I provide references only for those service providers for whom I am a raving fan. They have worthy competitors, but I found Facet to be the winning IT firm, time and time again.
“Excellent customer support.”
My company has been using Facet Technologies since we launched. They have the resources and expertise of a large IT firm, but they also have excellent customer support. Working with the team at Facet has allowed us to setup data backup and security systems that eliminate manual processes. The team at Facet is very easy to work with and always gets whatever we need done. I cannot recommend this organization enough!
“We have confidence in the security of our systems.”
We appreciate the prompt and efficient support provided by Facet Technologies' team in addressing our computer needs. Their problem-solving skills are excellent. We have confidence in the security of our computer system, and we value the annual reviews they conduct to assess our system and provide recommendations for upgrades or new products.
Mary Jo Robison
“Quick to respond, friendly and professional.”
We have peace of mind knowing that Facet is there when we have problems. Facet has been our only IT provider for years! Their staff is quick to respond, friendly and professional.
Alan McLouth
“They succeed by helping us succeed.”
Partnering with Facet for our IT allows us to focus our resources on the things we do best and make us profitable. We don’t have to build our own IT department. We’ve experienced that True Tech Peace of Mind just like their advertising states. The sense of security and personal relationships we have with Facet employees sets Facet apart from other IT firms. We trust them to have our best interests in mind. It’s a partnership. They succeed by helping us succeed. If someone was on the fence about choosing Facet as their IT firm, I would tell them to look at the total value proposition. You can’t put a price on trust and security. Give Facet a try. You won’t be disappointed.
Mike Shrier
In-House. Certified.
Here When You Need Us.
Every technician and engineer on the Facet team works from our Peoria headquarters at 3024 W. Lake Ave. We don't outsource your support to a call center in another time zone. When you call us, you're talking to someone who has physically been to your office, knows your server room, and remembers what you upgraded last quarter.
- Azure Solutions Architect Expert
- Azure Administrator Associate (AZ-104)
- Azure Fundamentals (AZ-900)
- Azure AI Fundamentals (AI-900)
- Microsoft 365 Fundamentals (MS-900)
- MCSE: Server Infrastructure
- MCSE: Cloud Platform & Infrastructure
- Cisco CCNA (multiple team members)
- Fortinet Certified Professional: Secure Networking
- Fortinet Certified Associate in Cybersecurity
- CompTIA A+
- CompTIA Network+
That's not a wish list — those are credentials held by the people who actually answer your calls and work on your systems.
The Facet Difference
- ✓Live phone answer during business hours — no phone trees, no ticket portals
- ✓Under 15-minute response time, 24/7/365, with automated management escalation
- ✓10.49-year average client tenure — nearly half our clients have been with us 10+ years
- ✓12+ year average employee tenure — your technician actually knows your network
- ✓99.9%+ uptime backed by proactive monitoring and maintenance
- ✓100% in-house team based in Peoria, IL — no outsourced support
- ✓Industry-certified engineers with decades of hands-on experience
- ✓Founded in 1989 — 36 years serving Central Illinois businesses
Our Core Values
Numbers tell you what we do. Values tell you who we are. These aren't framed on a wall and forgotten — they drive every decision we make.
Honesty and Integrity
We'll tell you what you actually need — not what pads our invoice. If something isn't working, you'll hear it from us first.
Confident Problem Solvers
Our team doesn't escalate to avoid hard problems. They dig in, figure it out, and get you back to work.
Committed to Customer Service
A real person answers your call. Your technician knows your name. That's not nostalgia — that's how we operate.
Growth Through Adaptation
From a home office in 1989 to AI implementation in 2026 — we evolve so our clients never fall behind.
Giving Back to Our Community
We live and work in Central Illinois. Our team volunteers, coaches, and invests in the communities we serve.