Three Packages. One Standard: Every Call Answered. Every Hour.
The most common disappointment business owners have with managed IT providers is also the simplest: nobody picks up when something goes wrong. Nexgen built the solution to that problem into every package we offer.
When your team calls Nexgen — at any hour, on any day — an AI system answers immediately. It creates a ticket, logs the full issue description, and routes the call to the right person based on severity and category. Zero calls go to voicemail. Zero tickets sit unacknowledged until the next business morning.
That capability is included at every tier. It is not a premium feature. It is the minimum standard.
Essential. Business Plus. Enterprise.
Every Nexgen managed IT package is built on continuous monitoring, proactive management, and unlimited remote support. Tiers differ in response time commitments, onsite service frequency, extended hours coverage, and the complexity of infrastructure they are designed to support.
Essential
Best for:. Single-location businesses and small operations that need reliable monitoring, unlimited remote support, and a managed IT partner who answers the phone.
What is included:
- Continuous remote monitoring and management of all endpoints and servers
- Unlimited remote support during business hours
- AI-answered inbound support line — 24/7 ticket creation, business hours resolution
- Monthly patch management across all managed devices
- Monthly performance reporting
- Standard P1 response during business hours
- Annual hardware inventory review
What this means in practice:. Your systems are watched around the clock. Your team can call or submit a ticket for any technology issue without worrying about hourly fees or whether it counts as a covered incident. If something fails at 2 AM, a ticket is created immediately and your team member walks in the next morning to a response already in progress.
Book Your Business Systems Assessment → (/business-systems-assessment)
Business Plus
Best for:. Growing businesses with 10 to 50 employees, multiple locations, or business-critical systems where same-day resolution and regular onsite presence matter.
Includes everything in Essential, plus:
- Extended support hours — Monday through Saturday, 8 AM to 8 PM
- Quarterly scheduled onsite visit for infrastructure review and hands-on maintenance
- Faster P1 response commitment during extended hours
- Cloud backup management and monthly restore testing
- Cybersecurity package eligibility (add-on)
- Dedicated support contact — not a generic ticket queue
What this means in practice:. You have an IT partner who shows up at your office on a schedule, knows your infrastructure personally, and is reachable well beyond the standard 9-to-5 window. When a problem needs hands on it, those hands are available same day.
Book Your Business Systems Assessment → (/business-systems-assessment)
Enterprise
Best for:. Businesses with 50 or more employees, multi-site operations, regulated industries — healthcare, legal, financial services — or any business where unplanned downtime has an immediate, measurable revenue impact.
Includes everything in Business Plus, plus:
- 24/7 Priority 1 and Priority 2 incident coverage
- 30-minute P1 response commitment around the clock
- Dedicated account manager and monthly strategic technology review
- Advanced cybersecurity monitoring and incident response
- Disaster recovery planning with documented and tested recovery procedures
- Microsoft 365 and cloud infrastructure management
- Compliance documentation support for HIPAA, GDPR, and CCPA requirements
What this means in practice:. Technology stops being a liability and starts being managed as infrastructure. A dedicated account manager who knows your business and your systems — not a rotating help desk queue — is responsible for your environment. When a P1 incident occurs at 11 PM on a Friday, a qualified technician responds within 30 minutes. Period.
Book Your Business Systems Assessment → (/business-systems-assessment)
SLA Comparison — Response Times by Tier and Priority
| Priority Level | What It Means | Essential | Business Plus | Enterprise |
|---|---|---|---|---|
| P1 — Critical | Systems down, active security incident, complete business interruption | Business hours | Extended hours (Mon–Sat 8 AM–8 PM) | 30-minute response, 24/7 |
| P2 — High | Major service degraded, multiple users affected | Same business day | Same day during extended hours | 2-hour response, 24/7 |
| P3 — Medium | Single user issue, degraded performance, non-critical failure | Next business day | Same business day | 4-hour response during extended hours |
| P4 — Low | Questions, requests, scheduled maintenance | Scheduled | Scheduled | Scheduled |
Add-Ons Available to Any Package
Not every business needs the same configuration. These services are available as add-ons to any managed IT tier:
Cybersecurity Package
Endpoint Detection and Response, SIEM monitoring, threat intelligence, and compliance framework support. Recommended for regulated industries. See Cybersecurity → (/cybersecurity).
Cloud Backup and Disaster Recovery
Automated daily backup to Nexgen-managed storage with monthly restore testing and a documented recovery time objective.
VoIP Phone System Hosting
Full business phone system design, installation, and hosting on Nexgen’s own infrastructure. AI-integrated from day one. See VoIP Phone Systems → (/voip-phone-systems).
24/7 Priority Support Upgrade
Extends 24/7 coverage to Essential and Business Plus clients for P1 and P2 incidents.
Microsoft 365 Management
License management, tenant security configuration, email security, SharePoint, and Teams administration.
Server Rack Management
Onsite and remote management of dedicated server infrastructure — for businesses running on-premise server environments.
AI Workstation Support
Ongoing monitoring, maintenance, and model management for businesses running on-premise local AI infrastructure. See AI Workstation Deployment → (/ai-workstation).
Book Your Business Systems Assessment → (/business-systems-assessment)
Where Every Engagement Starts
Nexgen does not assign you a managed IT package based on a website quiz or a sales call. Every engagement begins with a Business Systems Audit — a paid, documented assessment of your current infrastructure, security posture, hardware inventory, and support history.
You receive a written report with specific findings, identified risks, and a recommended action plan tied to your actual situation. That report has value regardless of whether you become a Nexgen managed IT client. The audit fee is credited toward your engagement when you proceed.
This is how we protect both sides of the engagement. We know exactly what we are managing before we are accountable for it. You know exactly what you are buying before you sign anything.
Book Your Business Systems Assessment → (/business-systems-assessment)
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Nexgen Managed IT Packages
Frequently Asked Questions
The Business Systems Assessment determines the right fit based on your employee count, number of locations, industry compliance requirements, current infrastructure, and support history. As a general guide: Essential suits businesses under 10 employees with straightforward IT needs; Business Plus suits 10 to 50 employee businesses or single-location businesses with business-critical systems; Enterprise suits 50-plus employee, multi-site, or regulated businesses where any downtime directly impacts revenue.
Every Nexgen managed IT package includes continuous remote monitoring and management of all covered endpoints and servers, unlimited remote support within package hours, AI-answered inbound support line with 24/7 ticket creation, monthly patch management, and monthly performance reporting. The AI-answered support line is included at every tier — every call is answered immediately regardless of the hour.
When anyone from your team calls Nexgen support, an AI system answers immediately — at any hour, on any day. It creates a support ticket, logs the full details of the issue, and routes the call to the appropriate technician based on issue category and severity. No voicemail. No hold queues with no one at the end. The ticket exists and is acknowledged before your team member hangs up the phone. Resolution follows according to the SLA for your package tier and the priority level of the issue.
Yes. The Cybersecurity Package is available as an add-on to any managed IT tier. Coverage includes endpoint detection and response, SIEM monitoring, intrusion detection, and compliance framework support for regulated industries. For businesses in healthcare, legal, or financial services, we recommend integrating cybersecurity coverage into the managed IT engagement from the start.
Package upgrades are handled with no gap in service. Most businesses migrate from Essential to Business Plus as their team grows or as they add locations. Business Plus and Enterprise clients have a dedicated account manager who monitors your situation and proactively recommends a package review when your needs change. You will not discover you have outgrown your package when something breaks — you will know before it becomes a problem.
Contract terms are discussed and documented during the Business Systems Assessment process based on package tier and engagement scope. Nexgen structures agreements aligned with your business planning horizon. Specifics are covered during the assessment — no pricing or contract details are published on the website.
About Nexgen Business Solutions
About Nexgen Business Solutions — Managed IT Packages
Nexgen Business Solutions has designed and delivered managed IT packages for Central Florida businesses since 2003 — over 22 years of structured managed services experience spanning small single-location businesses to multi-site enterprise operations. Our three-tier model — Essential, Business Plus, and Enterprise — is built from real-world engagement data, not theoretical service design.
Every tier includes AI-answered support from day one. Every engagement starts with a Business Systems Audit that documents your actual environment before we are accountable for it.
Nexgen Business Solutions, Inc.
5401 South Kirkman Road, Suite 310
Orlando, FL 32819
1-866-575-1213 | 407-966-4609
nbsincorp.com