Cloud9 Tech Solutions runs on two managed service tiers. C9 Essentials keeps your systems patched, monitored, and supported day to day. C9 Complete adds everything Essentials covers, plus the strategic layer: a dedicated account team, proactive environment management, and vCIO (virtual Chief Information Officer) advisory work that plans where your technology goes next. The table below breaks down exactly what’s included in each.
Included means the item is part of the plan at no extra charge. Add-on means it’s available for an additional fee. A few items carry a note where the billing works a little differently; those are called out below the table.
Support & Maintain
| Service | C9 Essentials | C9 Complete |
|---|---|---|
| Unlimited Remote End-User Support (8×5) | Add-on | Included |
| 24/7 Remote Support Availability | Add-on | Included |
| Patch Management | Included | Included |
| End-User Training Portal | Included | Included |
| Malware Removal from PC | Included | Included |
| Microsoft 365 / Google Workspace Support | Not included | Included |
| Core Application Support | Not included | Included |
| Connectivity to Servers and Printers | Not included | Included |
| Remediation of PC Issues | Not included | Included |
| Restore Data from Backup | Not included | Included |
| Security Incident Response * | Included * | Included * |
Monitoring & Alerting
| Service | C9 Essentials | C9 Complete |
|---|---|---|
| Server Uptime, Availability & Performance Monitoring | Included | Included |
| Firewall Uptime, Availability & Performance Monitoring | Included | Included |
| Remediation of Server Issues | Not included | Included |
| Patch Remediation | Not included | Included |
| Backup Alerting & Monitoring | Not included | Included |
Additional Protections
| Service | C9 Essentials | C9 Complete |
|---|---|---|
| Virus/Malware Protection | Included | Included |
| Patch Management of PCs and Servers | Included | Included |
| DNS Filtering | Included | Included |
| Backup of Microsoft 365 Data | Not included | Included |
Technology Alignment
| Service | C9 Essentials | C9 Complete |
|---|---|---|
| Proactive Maintenance | Not included | Included |
| Best Practices Assessment | Not included | Included |
| Environment Documentation | Not included | Included |
| Backup Strategy Management | Not included | Included |
| Network & Server Administration | Not included | Included |
Strategic Planning
| Service | C9 Essentials | C9 Complete |
|---|---|---|
| Annual Business Planning Meeting | Included | Included |
| Dedicated Account Manager † | Not included | Included |
| Dedicated vCIO (virtual Chief Information Officer) † | Not included | Included |
| Annual Strategic Business Review † | Not included | Included |
| IT Budgeting † | Not included | Included |
| IT Roadmap † | Not included | Included |
| Risk Identification | Not included | Included |
* Billed as a separate line item on top of the base plan. † Requires a minimum monthly user commitment.
Which Plan Fits Your Business?
C9 Essentials fits businesses that need their day-to-day IT handled reliably: patched systems, monitored infrastructure, and responsive support, without a long-term strategic engagement. C9 Complete fits businesses that want a technology partner, not just a support desk: proactive environment management, a dedicated account team, and a vCIO who builds and owns your IT roadmap alongside your leadership team.
Additional Services Available on Either Plan
These aren’t part of either base plan, but they’re available as add-ons regardless of which tier you’re on:
- Standardized automated email signatures
- Backup and disaster recovery projects
- Project and professional services
- Consulting services
- Security maturity level assessment
- Managed SIEM, SOC, and vulnerability scanning
- Written Information Security Plan (WISP)
Frequently Asked Questions
Can we start with C9 Essentials and move to C9 Complete later?
Yes. Many clients start with Essentials to get day-to-day support stabilized, then move to Complete once they’re ready for a dedicated account team and a formal technology roadmap.
Does C9 Essentials include any security coverage?
Yes. Virus and malware protection, patch management, and DNS filtering are included at both tiers. Broader security work, like CMMC and NIST 800-171 readiness or a full regulatory compliance program, is typically scoped as its own engagement regardless of which plan you’re on.
What does a vCIO actually do?
A vCIO (virtual Chief Information Officer) is a strategic advisor who builds your IT roadmap, ties technology decisions to your budget and business goals, and represents IT in leadership conversations, without the cost of a full-time executive hire. Learn more on our IT Strategy page.
Talk to Cloud9 and we’ll help you figure out which plan actually fits, along with what it costs for your team.