Knowledge Center
Answers to the questions clients ask us most.
How to reach us, how billing works, what SOC 2 really is, and the jargon explained. Can't find it? Email support@tenacit.com.
Getting help
Reaching the help desk, remote support and staying safe.
How do I get help from TenacIT?
Email support@tenacit.com, call the support line at 1-878-787-7678, or log in to the client portal at support.tenacit.com. Every request becomes a ticket, so nothing gets lost.
Can I text the help desk?
Yes, if your company has an active managed services agreement. Text our support number and we reply about that request only. We never send marketing texts, and you can reply STOP at any time.
What are your support hours?
Standard hours are Monday to Friday, 8am to 6pm Central. Critical problems are covered nights and weekends, billed at the after-hours rate.
How does remote support work?
When a technician asks you to, you download a small remote-support app, and the technician connects with your permission. You can see everything they do, and you can end the session at any time.
What is the client portal?
The client portal at support.tenacit.com is where clients open and follow support tickets and keep track of their account with us.
How do I know a call or email is really from TenacIT?
TenacIT never makes unsolicited calls or sends unsolicited messages asking you to install software or give us remote access, and we never ask for your password by email or text. If in doubt, hang up and call us back.
Can I send you a password by email or text?
No. Never put passwords, card numbers or other sensitive information in an email, ticket or text. If we need access, we will arrange it a safer way.
Billing & pricing
How time, projects and licenses show up on your invoice.
How is time billed?
Support time is billed in 15-minute increments, with partial increments rounded up. On-site visits have a one-hour minimum, except warranty work. You get one invoice a month.
How are software licenses billed?
Software we supply, such as Microsoft 365 and security tools, is billed monthly at the number of licenses you hold that month. Add or remove a user and the next invoice follows.
Why don’t you publish your rates?
Because the honest answer depends on what you have, and rates change over time. After a 30-minute call you get real numbers: an itemized estimate, and a not-to-exceed ceiling on any project.
Security & compliance
SOC 2, HIPAA, testing and how we handle your data.
Is SOC 2 a certification?
No. A SOC 2 report is an attestation issued by an independent CPA firm after an audit. TenacIT is not a CPA firm; we get you ready for the audit and run the controls the auditor tests.
Is there such a thing as HIPAA certification?
No. There is no official HIPAA certification. What matters is that your safeguards meet the HIPAA rules and that anyone handling PHI for you signs a Business Associate Agreement, which TenacIT does.
Do you do penetration testing?
No. We are a blue team company: we defend systems, we don’t attack them. When you need a penetration test, we will point you to a specialist and help you fix what they find.
Do you use AI on our data?
We use business versions of AI tools, such as Microsoft Copilot and Teams transcription, to help deliver support. Their terms do not let the providers train their models on our data, and our technicians remain responsible for the work.
Working with us
Who we work with, where, and how.
Will you work alongside our own IT staff?
Yes. Co-managed IT is built for that: we take the overflow, cover nights, holidays and vacations, and bring specialist skills your team does not have in-house.
Do you work with companies outside Texas?
Yes. Help desk, security monitoring, compliance and vCIO work are remote and run the same anywhere. We have clients across the US, the UK and Poland. On-site visits concentrate in Texas.
Do you work with larger companies?
Our focus is companies with no IT department, or a small one. But we will talk to anyone, and if we are not the right fit, we will help you find someone who is.
Do you partner with other companies, even competitors?
Yes. If a client is better served by a specialist, a local subcontractor or even a competitor, we will bring them in. Getting the job done properly matters more than who does it.
What’s behind the name TenacIT?
Tenacity: being very determined, and able to grip something firmly. Tenacity.com was taken, so we became TenacIT, tenacity with no Y. No Y, know why.
Tech terms
Plain-English definitions of the jargon.
What is SCADA?
Supervisory Control and Data Acquisition: software that collects data from field equipment and lets operators supervise and control it, such as reading a pressure or opening a valve, from a central screen.
What is a PLC?
A programmable logic controller: a rugged industrial computer that controls machinery and processes directly, built for reliability and easy fault-finding.
What is multi-factor authentication (MFA)?
Signing in with something you know (a password) plus something you have (a code on your phone or a security key). It stops most account takeovers that start with a stolen password.
Nothing matches that yet. Email support@tenacit.com and we will answer it, and probably add it here.
Not a client yet?
Thirty minutes, no obligation. We will tell you what we would do and what the ceiling would be.