Frequently Asked Questions

Most clients will have around 5–25 employees and need IT projects, monitoring, or help that can be scheduled during our service hours. We can also help with a project alongside your existing IT person. Larger businesses are welcome to ask; we’ll discuss the work and available time.

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Yes. You can hire us for a project or individual services through RidgeChoice. We’ll agree on the work, price, schedule, and what you’ll receive when it’s finished. Monitoring or maintenance can be added separately if you need it.

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We cover Augusta, Rockingham, Rockbridge, and Albemarle counties, plus Staunton, Waynesboro, Harrisonburg, Charlottesville, and Lexington. The same services are available across the region. Outside that area? Get in touch so we can discuss your needs and location. On-site visits are by appointment. Travel fees may apply based on distance, and we’ll explain any charges before the work starts. View the service-area map.

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Not necessarily. We’ll look at what you have first. Equipment and software that are secure, supported, and maintainable can stay. If something needs fixing or replacing before a plan starts, we’ll explain why.

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RidgeMonitor / Foundation — pricing TBD: workstation monitoring, vulnerability and patch management, endpoint protection, asset documentation, and backup health monitoring. Patch management covers Windows and approved app updates; separate vulnerability assessments and larger remediation projects are quoted as needed.

RidgeMaintain / Elevation — pricing TBD: everything in RidgeMonitor, plus preventive maintenance, Microsoft 365 and account management for listed accounts, monitoring for listed network devices, scheduled remote support within the tasks or allowance in your agreement, and documentation and vendor coordination.

RidgeManage / Summit — pricing TBD: everything in RidgeMaintain, plus managed detection and response for covered workstations, 24/7 NOC monitoring for covered systems, security and configuration reviews, backup and recovery checks for listed systems, and IT planning.

Your quote lists the systems and tasks included. RidgeChoice lets you buy services individually. Microsoft 365 subscriptions, backup licenses and storage, hardware, and other software are separate costs unless listed as included. Compare plan inclusions and scope.

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RidgeChoice lets you buy individual services or put together your own combination. Many services in the Ridge plans are also available this way. You can choose a project, assessment, scheduled support, or recurring services without a full workstation plan. For example, you could combine patch management with backup health monitoring, or book a network upgrade and add ongoing maintenance. Project, support, and recurring service pricing is TBD and will be confirmed before launch. Explore RidgeChoice services and pricing updates.

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Plan pricing is TBD. The planned billing unit is one managed business desktop or laptop. Monitoring and endpoint-protection tools are included, along with the tasks in your selected plan. Your quote lists any covered accounts, servers, network devices, and backup jobs, plus additional charges. Subscriptions and storage are separate unless listed as included. Plans are billed monthly in advance, with autopay preferred. Invoices are due within 15 days (Net 15) unless we agree otherwise. Plans have a 12-month term and renew for additional 12-month terms. Cancellation requires 30 days’ notice. Your signed agreement confirms the billing and renewal terms. Read the billing overview.

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Plans include the monitoring and endpoint-protection tools for covered workstations. RidgeManage also includes managed detection and response and 24/7 NOC monitoring for covered systems. Microsoft 365 subscriptions, backup licenses and storage, other business software, hardware, shipping, and taxes are listed separately unless your quote includes them.

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No. RidgeMonitor covers its listed monitoring and protection services; remote support is quoted separately. RidgeMaintain and RidgeManage include the scheduled remote-support tasks or hours listed in your quote. RidgeManage adds security coverage, recovery checks, and planning, not an unlimited support allowance.

Your quote explains which systems are covered, when support can be scheduled, and the rate for extra work. We’ll get your approval before going beyond the included tasks or hours. Projects, on-site visits, migrations, training, and specialist software work are quoted separately unless listed as included.

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Monday–Friday 4:00–8:00 PM and Saturday 9:00 AM–3:00 PM Eastern, excluding federal holidays. Routine remote work is scheduled during these hours, and on-site visits are by appointment. Other weekend project times can be arranged in advance. Times follow local Eastern time, including daylight saving time.

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Pricing for scheduled and outside-hours work is TBD and will be confirmed before launch. Our planned standard hours are Monday–Friday 4–8 PM and Saturday 9 AM–3 PM Eastern, excluding federal holidays. Other times are arranged in advance.

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You can email anytime, but routine work and replies are handled during our published support hours. If you need regular daytime coverage, let us know when we first talk so we can discuss whether Shenridge can meet that need.

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RidgeManage includes 24/7 NOC monitoring for the systems in your agreement. The other plans use automated monitoring tools that check covered systems and send alerts while they’re online. Automatic actions only run where they’ve been set up and included in your service. Routine support and on-site work follow our published support hours.

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Emergency help depends on availability. We need to accept the request and agree on the rate before work starts. Sending an urgent email doesn’t guarantee an immediate response. If you have separate instructions for urgent requests or security-provider support, follow the details in your agreement.

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If your agreement includes a response target, the clock runs during published support hours. Time outside those hours doesn’t count unless you have separately arranged coverage. The target is for acknowledging or assessing a request; it doesn’t guarantee when the issue will be fixed.

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RidgeManage includes managed detection and response (MDR) and 24/7 Network Operations Center (NOC) monitoring for covered systems. Your agreement explains the systems covered, alert handling, and who handles escalation. Any separate security provider’s coverage is defined by its contract. Shenridge’s routine support, on-site visits, projects, and recovery work follow our published hours unless separate coverage is arranged.

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We’ll discuss the job, review the systems involved, and put the work, costs, responsibilities, and schedule in writing. For a project, we’ll also agree on testing and what you’ll receive when it’s done. Deposit and payment details will be confirmed before launch. Starting a managed plan includes setting up the agreed tools, equipment records, security settings, and maintenance schedule.

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Yes. Your business’s documentation and configuration records remain yours, with access limited to authorized people. Your agreement explains which records are included and how they’ll be handed over if services end.

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