True Tech Peace of Mind, By Design
You should know exactly what to expect from your IT partner before you sign anything. This page explains how Facet Technologies works with clients: how we are structured, how we bill, what is included, and what to expect from day one. No fine print, no surprises.
Let's Talk About Your ITHow Facet Works With Clients
Facet Technologies uses separate agreements for managed services, phone systems, and project work so you only pay for what you need. Every client gets one accountable team and access to our in-house helpdesk in Peoria, staffed by technicians who know your network.
Projects are planned and budgeted during quarterly reviews so they never show up as surprise bills. Our average client relationship is over 10 years, compared to an industry average of 3 to 5 years.
From First Call to Ongoing Support
Our process is built around two ideas: do the assessment before we promise anything, and carry the weight of the transition ourselves so your team can keep working.
We Qualify the Partnership
Before anything else, we have a conversation to understand your business, your current IT situation, and what you are looking for in a partner. Not every business is the right fit for Facet, and we would rather figure that out early.
We Assess Your Environment
Before we change anything, we conduct a thorough discovery of your network, systems, devices, security posture, and existing documentation. We sit down with your team to understand day-to-day concerns and frustrations.
We Build Your Strategy
Based on the assessment, we create a security, remediation, and support strategy specific to your environment. This includes what needs attention now, what can wait, and the plan for the next 12 months.
We Present Your Options
We present the strategy with clear options and pricing before any work begins. You see exactly what is included, what each piece costs, and how the pieces fit together.
We Onboard Your Team
We deploy monitoring tools, security protections, and backup systems. We set up your team's access to our helpdesk. We import existing documentation and build out anything missing. Most of the work happens behind the scenes.
We Review and Refine
After onboarding, we conduct a post-onboarding review and shift into ongoing support with quarterly business reviews where we evaluate performance, plan upcoming projects, and adjust the roadmap.
One Team, One Point of Contact
You will have one accountable team and one point of contact at Facet. When you call with a question about a project, your billing, or your IT strategy, you know who to call and they know your business.
Our entire team works from our office on West Lake Avenue in Peoria. When you call the helpdesk, you are talking to a technician who has documentation on your specific environment, not a generic dispatcher in another state reading from a script.
For day-to-day support, our helpdesk handles your requests and escalates to senior engineers when needed. For strategic conversations, your account team leads the quarterly reviews.
What Is Included, and What Is Billed Separately
Day-to-day support and protection are covered by your flat monthly rate. Planned improvements and growth-related work are scoped, quoted, and approved before they start. You will never get a bill for a project you did not agree to.
Included in Your Managed Services
- In-house helpdesk support (live answer 8 AM to 5 PM, Monday through Friday)
- On-call technician access 24/7/365 for emergencies and outages
- 24/7/365 network and system monitoring
- Endpoint detection and response on every managed device
- Managed firewall, replaced on a regular cycle
- Email security and spam filtering
- Multi-factor authentication setup and management
- Data backup with ransomware isolation and regular testing
- Employee phishing simulations and security awareness training
- Patch management and software updates
- Strategic planning support
Scoped as Separate Projects or Agreements
- Server replacements or migrations
- Office moves or new location buildouts
- Line-of-business application upgrades
- Network infrastructure overhauls
- Compliance remediation projects (HIPAA, PCI, CMMC)
- Phone system setup or migration
- New employee hardware (equipment cost, not setup)
How Our Agreements Are Structured
Facet uses separate agreements for different services because your needs in each area are different and may change at different times. This structure means you always know what you are paying for and you can adjust one area without disrupting the others. Our managed services term agreements run up to 36 months, which keeps pricing stable and lets us make vendor commitments on your behalf.
Managed Services
Your IT support, monitoring, cybersecurity protections, helpdesk access, and backups. Priced per workstation on a flat monthly rate.
Phone Systems / VoIP
Our business phone services have a separate agreement with their own billing. Related to your IT, but distinct services with different pricing structures.
Project Work
Network upgrades, server migrations, new builds, compliance remediation. Scoped and priced through individual statements of work approved before any work begins.
What Our Agreement Structure Protects for You
- Predictable pricing that stays stable throughout your agreement, with any adjustments capped so your rate never jumps unexpectedly.
- Defined scope with no ambiguity about what is included, what is excluded, and what you will pay each month.
- Better rates through vendor commitments we make on your behalf for cloud reservations, hardware, and licensing.
- Confidentiality. Every Facet employee signs an NDA protecting your data, with provisions that extend beyond the relationship.
- Flexibility to adjust one service area without disrupting the others.
- Clean transition if you choose not to renew, including documentation of your environment.
"We are not the cheapest IT provider in Central Illinois, and that is by design."
Our pricing reflects the depth of our security stack, the quality of our in-house support team, and the vendor commitments we make on your behalf. If you are looking for bare-minimum coverage at the lowest possible rate, we are probably not the right fit, and we will tell you that upfront.
Our managed services and cybersecurity are priced per workstation on a flat monthly rate. What that rate includes depends on the cybersecurity products, cloud services, and compliance protections your business needs. We assess your environment before we quote rather than sending a generic price sheet.
No hidden fees. No per-incident charges. No trip charges that inflate your costs after you sign. The quote you get is what you pay.
What Happens During Quarterly Reviews
Every managed services client meets with their Facet team quarterly to review performance and plan ahead. These are working sessions, not check-the-box meetings. This is how projects get planned in advance instead of showing up as emergencies, and how we make sure your technology investment is actually supporting your business.
- Performance review. Helpdesk performance, ticket trends, response and resolution times, recurring issues.
- Security posture. Any security incidents, phishing simulation results, backup test outcomes, threat environment changes.
- Infrastructure health. What is aging, what is approaching end of life, what needs attention in the next quarter.
- Upcoming projects. Hardware refreshes, migrations, or compliance work to plan and budget.
- Strategic roadmap. Where your IT is headed over the next 12 months, aligned with your business goals.
35+ Years of True Tech Peace of Mind
Facet Technologies has served Central Illinois businesses since 1989. We are based in Peoria, our entire team works from our office on West Lake Avenue, and we have been doing this work long enough to know what we are good at and who we are good for.
We work with healthcare practices, manufacturers, agricultural operations, professional services firms, financial services, and government organizations. The businesses we partner with best are typically 20 to 250 employees with compliance requirements and one to five locations.
Our team's certifications, our security stack, and our process exist for one reason: to deliver the True Tech Peace of Mind we promise our clients. That promise has kept our average client relationship over 10 years, and it shapes every decision we make about how we work.
Learn More About FacetReady for IT That Makes Sense?
We would rather have a real conversation about what your business needs than send you a glossy brochure. If you are evaluating IT providers, let's talk.
Schedule a Conversation
Pick a time that works. No-obligation, about 30 minutes.
Prefer to Send a Message?
Tell us about your business and what you are looking for. We will follow up within one business day.