As we step into 2025, we’re proud to share how our service has scaled without compromising the standards that define us. Years ago, we handled just a few tickets a day; today, we routinely resolve 1,400–1,600 tickets a month—and we still hold the line on our 3|29™ Performance Standard: we respond to every ticket within 29 minutes and answer every phone call in three rings. Growth hasn’t diluted quality; it’s pushed us to refine our processes, deepen accountability, and stay relentlessly proactive.
A major milestone is our newly launched, streamlined Services Agreement—pared down to seven pages—designed to be clear, candid, and useful. We’ve formalized what many clients already experience: a structured partnership that spells out how our Help Desk, Hardware & Procurement, and Field Services teams work; how we support line-of-business applications and third-party platforms; and where responsibilities begin and end. We’ve long helped with tools like accounting and manufacturing systems; now those capabilities are transparent and trackable within our managed framework.
Transparency isn’t a slogan for us; it’s operational. We standardize infrastructure so we can support you faster and more reliably—right down to keeping critical network gear on hand for rapid swap-outs. We separate Managed IT from Cybersecurity because they are distinct disciplines. Threat actors don’t target only “big” companies; they target vulnerable ones. That’s why we prioritize properly configured firewalls, current firmware, layered monitoring, and disciplined patching. And because “in the cloud” does not equal “backed up,” we define backup and retention clearly—including off-site options and specific guidance for Microsoft 365 email, which requires dedicated backup to ensure recoverability.
We also know partnership is built on visibility. Our new, white-labeled Client Service Portal offers a single pane of glass where you can track tickets and work notes in real time, review and approve quotes, and—soon—request services, manage subscriptions, and launch quick self-service fixes that reduce downtime. Internally, our “pod” structure gives your organization a consistent team that learns your environment, accelerates resolution, and preserves institutional knowledge.
We’re not a break-fix shop. We’re a proactive, managed services partner. That means designing for stability, monitoring continuously, and moving quickly when issues arise—with clear after-hours tracking, defined escalation, and honest communication when something needs to be improved. For clients who want great infrastructure without the capital outlay, our hardware-as-a-service model aligns cost with value while keeping everything within our support standards.
Finally, our rebrand from Smadatek to Adams Technology Group reflects who we are today: a transparent, human, outcomes-focused partner. We’ll keep asking for feedback, owning our mistakes, and iterating—because progress isn’t an event; it’s a practice. Our mission remains steady: keep your technology fast, secure, and aligned with your goals—so your team can focus on what matters most.