What Your Managed IT Support Covers (and What It Doesn't)

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In This Article

Your company has a managed IT agreement with The IT Experience. This page explains what that covers for you as an employee, what it usually doesn't, and what happens in the gray areas, like work email on your personal phone or working from home.

In Short

  • Covered: the company computer we manage for you, your work accounts and apps, and the office network and equipment we look after.
  • Usually not covered: home internet and Wi-Fi, personal computers and phones, and public Wi-Fi.
  • The final word: your company's agreement. If you're not sure, ask your manager or ask us.

What's Covered and What Isn't

Covered

  • The company computer your employer gave you, when it's enrolled in our management platform
  • Your work account: signing in, password resets and multi-factor authentication (MFA)
  • Work email, Teams, OneDrive and other Microsoft 365 apps on your company computer
  • Company software you use for your job (we work with the software vendor when needed)
  • The office network, Wi-Fi, printers and other office equipment we manage
  • Security: protection on managed computers, suspicious email checks and incident response

Not covered, unless your agreement includes it

  • Home internet, home Wi-Fi and home routers
  • Personal computers and tablets
  • Personal phones, and company phones that aren't enrolled in our management
  • Public Wi-Fi at hotels, airports and coffee shops
  • Cabling and devices we don't manage, like smart TVs or a personal printer
Why the line is drawn here: we can only support devices we can see and manage. Company computers we manage have our monitoring and security tools installed, so we can check them, fix them and keep them safe. We can't do that for a device or network we don't manage.

The Gray Areas

Work email on your personal phone

Your work account is covered, even when you use it on a personal phone. If your password, sign-in or MFA isn't working, we can help. What we can't do is remotely support the phone itself. To get set up, follow Set Up Work Email on Your iPhone or Android Phone. If you're replacing your phone, see Getting a new phone: moving Microsoft Authenticator.

Working from home or on the road

If your company computer has a problem, we'll do our best to help wherever you are. If our checks show the computer is working correctly and the problem is the network you're on (your home Wi-Fi, a hotel network or a cable), we can't troubleshoot that network for you. Your internet provider can help with home internet problems.

Before you contact us, a few quick checks:

  • Does another device (like your phone on the same Wi-Fi) have internet? If not, the problem is the network, not your computer.
  • Restart your home router: unplug it, wait 30 seconds, plug it back in, and give it a few minutes.
  • If you can, connect your computer to the router with a network cable.

More tips are in Working From Home and No Internet Access.

Company phones and tablets

A company phone or tablet is supported only when it's listed in your company's agreement and enrolled in our management platform. If you're not sure whether yours is, ask your manager.

Help with your personal devices

We're happy to help with your home network or personal computer. This work isn't part of your company's agreement and is billed separately. Submit a support ticket to arrange it.

Is My Computer Managed?

If your company gave you the computer, it most likely is. Managed computers have our support and security tools installed, for example NinjaRMMAgent, ScreenConnect Client, Huntress Agent, AutoElevate and Archon Agent. You'll find them in Settings > Apps > Installed apps.

Please don't remove these apps. Without them we can't support, protect or update your computer. See Managed IT Software for what each one does.

If Your Company Also Has Its Own IT Team

Some companies, especially larger ones, have a corporate IT team that runs certain systems, like company-wide email or sign-in. You don't need to figure out who owns what: contact us as usual, and we'll either fix it or carry it to the right team for you.

Frequently Asked Questions

Click a question to expand it.

Can I print to my home printer from my work laptop?

Often, yes, but a personal printer isn't something we manage. If the printer needs software installed on your work laptop, submit a request and include the printer's make and model so we can check it's safe to install.

Can I use my personal computer for work?

That's your company's decision. Even if it's allowed, we can't support a personal computer under your company's agreement. Ask your manager whether a company computer is available.

My work email stopped working on my personal phone. Will you fix it?

We'll check your work account (password, sign-in, MFA) from our side, which fixes most cases. If the account is fine, removing and re-adding the account in the Outlook app usually solves the rest; see the setup guide.

Not sure whether something is covered? Submit a support request and ask, or check with your manager.
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