Thrive IT — Client Frequently Asked Questions

Technology that works. People you trust.

Thrive Today. Success Tomorrow.

Technology that supports your business — and a team that stands behind it.

At Thrive IT, we believe technology should support your business — not distract from it. Our rebrand reflects who we have always been: a relationship-driven IT partner focused on long-term stability, security, and growth.

About Thrive IT

Thrive IT is a relationship-based managed service provider delivering proactive IT support, cybersecurity, and strategic technology guidance to small- and medium-sized businesses. We focus on building long-term partnerships, not one-time fixes.

Our name reflects our mission: helping clients thrive today with reliable, well-managed technology, so they are positioned for success tomorrow. The rebrand emphasizes clarity, consistency, and accountability in everything we do.

We document, maintain, and proactively manage your systems so issues are prevented — not just reacted to. Our technicians are trained to be communicators, problem-solvers, and trusted advisors.

Our team has supported Missouri businesses for over 20 years, with many clients partnering with us for a decade or more.

Getting Support

You can request support in any of the following ways:
  • Client Portal (preferred)
  • Email: support@thriveit.net
  • Phone: 573-446-8601 (Option 1)

Please include the user name, device, a clear description of the issue, and when it started. Screenshots are helpful when available.

Standard support hours are Monday–Friday, 8:00 AM – 5:00 PM CST. After-hours emergency support is available for clients with 24/7 coverage.

Tickets are prioritized by business impact. Urgent issues affecting multiple users or business operations are addressed first. Response times are governed by your service plan's SLA.

Remote vs On-Site Support

Yes, when needed. Most issues can be resolved remotely for speed, but on-site visits are scheduled when hands-on work is required.

This depends on your service agreement. Some plans include on-site hours; others are billed per visit or per project.

Projects & Changes

Any work outside normal day-to-day support — such as new installations, office moves, cabling, upgrades, or large configuration changes — is considered a project.

Submit a ticket or contact your account manager. Thrive IT will provide scope, timeline, and cost approval before work begins.

Billing & Invoicing

Invoices are sent monthly and clearly itemize recurring services, projects, and any additional approved work.

ACH and check are preferred. Other arrangements can be discussed with accounting.

Email billing@thriveit.net or contact your account manager.

Security & Protection

Yes. We provide layered security including endpoint protection, firewall management, patching, monitoring, and user awareness guidance.

No provider can guarantee zero risk, but our role is to reduce risk, detect issues quickly, and guide you through response and recovery if needed.

Backups & Disaster Recovery

Backups are provided based on your plan and are monitored daily. We strongly recommend backups for all critical systems.

Recovery time depends on data size, system type, and severity. We communicate expectations clearly during any restore.

Communication & Account Management

Yes. Each client is assigned an account contact responsible for communication, planning, and escalation.

We recommend regular reviews to ensure your technology aligns with business needs, security requirements, and growth.

Expectations & Partnership

We work best when we operate as an extension of your team. Partnership means shared goals, clear communication, and mutual accountability.

  • Timely approvals for projects and changes
  • Prompt communication when issues arise
  • Use of supported hardware and software
  • Participation in security and planning recommendations

  • Clear, professional communication
  • Documented and well-maintained systems
  • Proactive monitoring and maintenance
  • Honest, practical guidance
  • Respectful, consistent service

Escalation & Feedback

Please contact your account manager or Thrive IT leadership immediately. We value transparency and work quickly to correct issues.

We welcome feedback anytime — through surveys, email, or direct conversation.

Thrive IT

Thrive Today. Success Tomorrow.

Technology that supports your business — and a team that stands behind it.

Still have questions?

We're here to help. Get in touch for a conversation about your IT needs.

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