A smooth transition to fully managed IT

Switching IT providers does not need to disrupt your operations. TotalCare onboarding follows a structured transition plan that keeps your systems stable while Horizon prepares to take over day to day IT management.

Your team stays informed. Staff continue working normally. Support simply becomes more organized and responsive.

What onboarding looks like

1. PLAN AND PREPARE

We begin with a working session to understand how your organization operates, identify key contacts, and define what a successful transition looks like. Your dedicated onboarding engineer leads this phase and develops a clear transition plan.

Horizon works directly with your previous IT provider to securely transfer administrative access, system documentation, vendor details, and licensing information. This prevents gaps and keeps the process organized from the start.

2. ASSESS AND IMPLEMENT

Your onboarding engineer conducts a structured review of your IT environment, including users, devices, servers, cloud platforms, security tools, backups, and network infrastructure.

We then implement the TotalCare management stack:

  • Install monitoring and support agents across devices
  • Configure secure administrative and user access
  • Remove redundant or legacy software tools
  • Standardize security controls and system policies
  • Activate continuous monitoring and alerting systems

This work prepares your environment for consistent, proactive management.

3. HANDOVER AND ONGOING SUPPORT

Before full cutover, we meet with your stakeholders to explain how support works, where to submit requests, and what response times to expect.

On the scheduled transition date, Horizon assumes full responsibility for your IT environment. All incidents, service requests, vendor coordination, and ongoing system management move to our team.

After onboarding is complete, your Virtual Chief Information Officer (vCIO) conducts a strategic review to discuss findings, recommend improvements, and align your IT support plan with business priorities.

What you can expect

  • Most onboarding projects are completed in about two weeks
  • Day to day operations continue without interruption
  • A dedicated onboarding engineer manages your transition
  • A single internal coordinator keeps communication simple
  • Your support process is clear from day one

Frequently Asked Questions About Onboarding New Managed IT Services

Most organizations complete onboarding in approximately two weeks. At the end of this period, we coordinate a scheduled transition where Horizon assumes full IT management.

No. Onboarding is designed to avoid disruption to your staff and operations. Most work occurs in the background while your team continues normal activities.

One internal coordinator is usually sufficient. This is typically the person currently overseeing IT or operations. Additional stakeholders may join planning discussions when decisions about security, vendors, or business systems are required.

Horizon becomes your primary IT support provider. All service requests, incidents, vendor coordination, and ongoing management move to our team. Your staff receive clear instructions on how to contact support and what to expect when submitting requests.

Yes. A specialized onboarding team manages the transition from start to finish. Your onboarding engineer leads the technical work and coordinates communication throughout the process.

In most cases, no. TotalCare tools operate in the background and do not change how employees perform daily work. If new tools are introduced, we provide simple instructions and support.

Administrative access is transferred using controlled procedures. Credentials are secured, access permissions are reviewed, and monitoring begins as soon as Horizon tools are deployed.

Horizon can manage transitions independently when required. Our onboarding engineer gathers environment data directly and works with your software and hardware vendors to obtain necessary access.

Yes. Transition timing is planned with your team to avoid peak business cycles, seasonal demands, and critical operational periods.

We typically require current vendor contacts, a list of business‑critical applications, user lists, and any existing IT documentation. If documentation is limited, our team reconstructs the environment during discovery.

Most infrastructure remains in place. We focus first on stabilizing and supporting your current environment. Recommendations for upgrades or improvements are discussed separately with your vCIO.

Staff can submit requests through phone, email, or a secure support portal. Response expectations and escalation paths are explained before the transition date.

Yes. Horizon works directly with internet providers, software vendors, cybersecurity partners, and hardware suppliers so your team does not need to manage technical escalations.

Learn What Switching Providers Really Looks Like

Changing managed IT providers can feel like a major step. Understanding how transitions work helps your team prepare and reduces uncertainty.

Read our guide explaining what happens during a managed IT provider switch, how disruptions are avoided, and how organizations maintain continuity throughout the process.

Read: Switching Managed IT Providers — What the Transition Really Looks Like

Start with a clear transition plan

If you are considering TotalCare, we will walk you through the onboarding process before any agreement begins. You will understand timelines, responsibilities, and how support will work for your team.

Book a consultation to review your environment and transition plan.

Contact Our Team