Roar into 2025
Break free from 'just okay' IT support and modernize your IT experience with PUMA.
In the news: Grandtech joins forces with PUMA →
Services Who's PUMA?
Break free from 'just okay' IT support and modernize your IT experience with PUMA.
In the news: Grandtech joins forces with PUMA →
Services Who's PUMA?
Included in all plans
See how PUMA’s service map to those controls.
Mappings → 40 Entitlements
Puma manages your cyber insurance so your claim will get paid if an incident arises.
Puma is a privately owned group of talented IT engineers from all areas of technology, with a mission to deliver superior IT services to companies throughout the US.
PUMA thinks differently about the tech industry and challenges the status-quo to deliver outcomes clients thought were impossible.
Everything is always great. I am very pleased with the service. Great job PUMA!!
Everyone is always prompt in their assistance, and courteous!
Always responds fast and I never had a issue that was sent over that the team couldn't solve.
Just happy with the Quickness & Kindness of fixing my computer! Thank you so much!
PUMA, as always knew exactly what the issue was, took the time to educate me so I could take steps to resolve it. Excellent service as always!
PUMA technicians are friendly, helpful, and cheerful. It is always a pleasure working with them.
Responded quickly, and immediately knew what needed to be done.
Puma is always fast and helpful whenever a problem arises. I am grateful, thank you.
Best service ever! And best professionalism! I always mention Puma to every business I talk to!
PUMA is strategically placed around The Nation so we may serve you wherever you are at.
About us
Service Desk Core
With Service Desk Core, we provide you with 26 of the most thoughtful IT & security entitlements that doesn't break the bank.
See Plans 26 EntitlementsWith Service Desk Core, we include all the base security entitlements to protect most businesses from cyber threats. Click one and learn how they work, why they are important, and what benefits they provide.
Any entitlement with: ☂️ Meets or surpasses cyber insurance requirements and is included in Service Desk Core
💡 All plans are billed per user. A user is a staff member, either full time or part time.
Yep. We provide round the clock and have no limits. Go wild, send us a request now
Puma SupportAfter we learn more about you, we quote your services around size and complexity. Average cost of Core is $75-100 per employee, per month.
Plans with pricingYes we do. In fact, Service Desk Core was created with everything most businesses need when it comes to security. For organizations that require compliance and security regulation, we've built a plan called Service Desk Core +.
Learn about Core+Yes, this plan can be modified to Co-Managed IT. In most cases, you already have a team that is managing the day to day, our services are modular to complement your team.
Learn about Co-Managed IT with PUMA
Organizations of all sizes, from 10 employees to 10,000+ with national offices partner with PUMA. PUMA is an outsourced IT company that accommodates needs based on the organization structure, security maturity, and technology challenges it's facing.
Core+ for additional security
With Core+, increase security and meet compliance requirements.
See Plans 40 EntitlementsWith Core+, increase security and meet compliance requirements. Click one and learn how they work, why they are important, and what benefits they provide.
Any entitlement with: ☂️ Meets or surpasses cyber insurance requirements and is included in Service Desk Core
All plans are billed per user. A user is a staff member, either full time or part time.
See plansDepending on what your security needs look like, we'll adjust the products in this bundle to better suit your needs. Most Healthcare and like regulated industries have stringent requirements that must be kept up to date and managed. Core+ provides a turn-key elevated security solution for businesses looking to get everything they need on a monthly per-user subscription.
Cyber security is like housekeeping. While nobody can make sure that you're never hacked because there's also always the human element, your liability to the hack or breach will be governed by how clean your houses. Cyber security tools, frameworks, and policies are all about housekeeping and if you do the right thing you'll be treated fairly when the issue occurs.
Our number 1 goal is to mitigate all risk in your business. However, there is no silver bullet and no single solution to stopping ransomware. Being prepared to stand up your systems and work with insurance to ensure your claims are paid quickly requires more advanced security products and services to be in place. Further, we ensure your organization is cyber-aware, increasing overall training, visibility of what risk looks like, and simulating attacks to improve the odds of defending the company against security incident.
We quote your services around size and complexity. Average cost of Core is $115-135 per employee, per month.
Plans & pricing can be found hereYes we do. In fact, more advanced needs are available as add-on services. We provide a suite of additional security focused services that are quoted as your business requires them. Core+ accommodates a security program that surpasses most compliance requirements, and maintains regular check points to ensure your business stays out of the news.
Add-On servicesYes, this plan can be modified to Co-Managed IT. We built Core+ with Co-Management in mind. All our systems and software are configured for multi-tenant abilities so we can maintain shared responsibility or extend our systems for complete management by your team.
Learn about Co-Managed IT with PUMAOrganizations of all sizes, from 10 employees to 10,000+ with national offices partner with PUMA. PUMA is an outsourced IT company that accommodates needs based on the organization structure, security maturity, and technology challenges it's facing.
Go with Complete
With Complete, we include projects and when required, no additional fee to come on site your business.
See Plans 42 EntitlementsEverything in Core, Core+ with a few extra entitlements. Click one and learn how they work, why they are important, and what benefits they provide.
Voice Services
All-in, built for business phone services that are rich in features, relevant with AI and tomorrow's tech, but doesn't break the bank. Start with PUMA's Essentials: User License, Voice Management and Unlimited Calling US & Canada.
Voice ServicesThe problem
In the rush to maximize profits, many National IT providers have turned to a new trend: a conveyor belt of low-paid, underqualified technicians. It’s an assembly line approach, designed to churn out support at the lowest possible cost.
We call it Tech Roulette.
What is tech roulette?
Frustration you can relate to
For your staff, getting support feels more like a struggle than a solution, with the constant need to re-explain issues to different faces. This repeated frustration slows productivity and erodes morale, turning IT support into a burden rather than a strategic partner.
Real world examples
Calling their IT support is like playing tech roulette – you never know if you'll hit the jackpot or go bust.
Tim's issue is repeatedly escalated and reassigned, with each technician suggesting a different generic fix. It takes multiple days of back-and-forth before a qualified engineer takes ownership and properly solves the root issue, resolving the reoccurring issues.
Tim experiences significant downtime, reducing his ability to meet deadlines and perform his job effectively.
Misdiagnosing the root problem leads to loss of work, decreased productivity, and potential data loss, negatively impacting overall business operations.
Repeated failed attempts to fix the issue creates distrust and lack of confidence in the IT provider, resulting in less attempts to ask for help.
After spinning the wheel of tech roulette, my ticket finally landed on someone who knew less than I did.
New employees are left waiting as their equipment setup and account creation requests are shuffled between multiple technicians at the MSP. Each technician handles a piece of the process but misses crucial details, resulting in a prolonged onboarding experience.
New employees are unable to start their tasks promptly, leading to frustration and wasted time.
Delays in getting new employees operational slow down their integration and training, affecting team productivity and morale.
New hires perceive the MSP as unorganized and inefficient right from the start, impacting their initial impression of the company.
After playing tech roulette with my software install, I finally got a link...
Dr. Smith's support ticket is passed through multiple technicians at the MSP, each attempting basic troubleshooting without success. After several frustrating hours and numerous handoffs, the issue remains unresolved, forcing the practice to reschedule his patient's appointment.
Dr. Smith's ability to provide timely care is significantly affected, causing frustration for both the doctor and the patient. The patient's treatment is delayed, potentially worsening their condition and impacting their trust in the healthcare provider.
The delay disrupts the clinic's schedule, leading to a backlog of appointments and potential loss of revenue as patients must be rescheduled.
The clinic staff and patients perceive the MSP as unreliable and inefficient, raising concerns about the overall effectiveness of the clinic's IT support.
Mark lost hope after the 3rd IT support agent asked him to verify an email sent... Which was full circle.
Mark explains his problem to the first technician at the MSP, who then transfers him to another, and another, each time needing to re-explain the issue. Finally, after talking to multiple people at the MSP, a knowledgeable technician steps in and fixes the Microsoft 365 issue in the Tenant Admin Center.
Mark struggles to keep up with emails, causing delays in his work and creating a sense of frustration and inefficiency.
Everyone thinks Mark is sipping margaritas by the pool instead of responding to emails. Communication delays impact Mark's responsiveness to clients and colleagues, potentially affecting business relationships and project coordination.
The need to repeatedly explain the issue makes the MSP seem disorganized and inefficient. Thinks the MSP owner is sipping margaritas and isn't invested in quality service. 🍹
The dreaded assembly line approach
Instead of swift issue resolution, every minor issue turns into a time-consuming ordeal, eating away at your productivity.
Typical MSP Support Workflow:
See 1, 2, 3, 4, 5, etc.
We all had to start somewhere, but the world has changed. What new risk does your business experience by having super green techs assigned to you?
Because issues are not assigned to an engineer correctly, we just have repeated issues that are multiplied in costs.
Don't worry, the wait times are just whenever we can get 5 min with the only qualified engineer. He's overseeing, well everyone.
New to you, also new to the IT industry. Not sure which is worse.
New techs, new to the industry, and oh, don't know anything about how your business actually functions.
Tech roulette ensures you'll have not only new people who don't know you or your staff, but prior knowledge of your technology walked out the door as well.
Nothing like a good ol workaround. Until the entire business is tied together with shoe strings and bubble gum. Most business owners want to fix problems permanently, not put issues on repeat... forever.
When staff can't work or have technical issues that linger, they often resort to their own solutions, complicating IT having visibility into what is actually being done. e.g., working out of AOL or gmail, using their kids computers to access corporate docs, and on.
When you have tech roultette, nobody is keeping up with the technical debt. This exposes your business to risk that creates a major problem with
Re: The better way
With PUMA, we reject the status-quo. We believe in a model that begins with top-tier talent—seasoned engineers who understand your business, your needs, know your systems inside and out, and are dedicated to delivering solutions, not just patching problems.
You get an engineer every time, not someone who’s learning on you. #saynototechroulette
When you have engineers focused on you, your security posture improves greatly. Our team is security focused ensures your protected.
Team of highly qualified and trained engineers work issues together, reducing overall need for escalation steps.
When your staff reach out, they get help that not only is with confidence, but also respectful and aware of the business impact. We know how to read the room and with self escalation, staff enjoy attention when they need it.
We heavily use AI to amplify accuracy and efficiency. Use of AI to accelerate support requests, gather key information, and assign to most knowledgeable engineer on team.
We build automation and solve problems that typically cause long wait times. Instead, your staff have access to our team and overall less wait.
When you have qualified engineers on deck, you have visibility into what needs to be done, in what order, what budgets are needed and how it impacts the company.
PUMA was built from the ground up to scale as large as you need us. Our team of engineers are skilled and ready to knock out even the most complex projects on deck.
Our team is certified in many technologies, but our mission is to find the right people to land in the right seat. We'd rather have quality over quantity any day of the week.
ExperCARE distinguishes itself not only through urgent care but also in routine care, reflecting their broad approach to health services.
Case StudyLocated in Georgia, with recent expansion to Alabama.
Services to help manage and maintain systems, road mapping, and more.
Urgent Care, emergency medicine, and more.
Falcon 9 is a reusable, two-stage rocket designed and manufactured by SpaceX for the reliable and safe transport of people and payloads into Earth orbit and beyond. Falcon 9 is the world’s first orbital class reusable rocket.
Case Study
California, Texas, Florida.
Coming soon: Mars
Voice, telecom, sensor development, compliance
Saving earth from itself
Board-certified and fellowship-trained orthopedic physicians and surgeons diagnose and treat all manner of injuries and conditions that affect bones, joints, ligaments, tendons, muscles, and nerves.
Case StudyIn the heart of MS, ABJD has 3 physical
locations and 30+ remote staff.
Service Desk Complete
Orthopedics, Ortho Urgent Care
Learn how PUMA Managed IT can help you simplify IT operations.
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