How it works
Three steps. No site visit.
The instant quote is the contract's price. From there the process is designed to need as little of anyone's time as the work allows: yours, and ours.
- Step 1 · Within days
Qualify and sign
The quote is the contract's price. After a short review of your estate (if you take cards, that includes which devices handle them, so they stay out, and whether they are kept separate from the computers we will manage; if not, that gets fixed before you sign), you sign a month-to-month agreement electronically; we confirm who your IT contact is and what "normal" looks like for your estate.
- Step 2 · Week 1
We deploy, remotely
Agents go out by installer link or your existing tools. We write the patch policy, the alert thresholds and the automations, and start collecting logs. You watch it light up in the app.
- Step 3 · Ongoing
You run it, we tend it
Your IT person gets the alerts and the phone. We keep the platform healthy, tune noise down, and send a monthly report. When you leave, you get every byte of your history exported.
In detail · From "Start onboarding" to steady state
What happens after you click.
- 01
Review
We read your estate.
Your quote-form answers plus whatever you share: device counts, operating systems, sites, what you want logged, and, if you take cards, which devices handle them so they stay out of everything we run, and whether your payment systems are kept separate from your office computers. We confirm fit and set your onboarding tier. Extended-tier estates get a scoping call.
- 02
Sign
Electronically.
The quote becomes your service schedule: devices by type, add-ons, monthly total, setup fee, what is logged, retention, named contacts. It is attached to the master agreement and the SLA, and you sign online.
- 03
Pay
A card or bank account on file.
The setup fee is invoiced once at signing, or waived on an annual commitment. From then on the monthly bill is the live device count read from Pulseway on the first of the month.
- 04
Provision
Your own tenant, nothing shared.
A Pulseway team scoped to your company, your own login to the log store, plus your own dashboards and helpdesk organization (with your IT person as the agent) if you added them, and a per-client agent installer link. No other client can see any of it.
- 05
Kickoff
Thirty minutes.
What was set up, how to deploy, and what the first week looks like. We name the person on your side who owns the rollout.
- 06
Deploy
No site visit.
Your IT person installs the Pulseway agent from the installer link, or pushes it with tools you already have. A Pulseway automation then installs the log shipper on every managed machine, so logging deploys itself across the fleet. The platform verifies the first log line from each host.
- 07
Settle
Days one and seven.
Automated health summaries land in your inbox; we tune thresholds so the noise comes down. When the week-one summary is clean, onboarding is closed and you are in steady state.
Onboarding · Two tiers
What gets logged is flexible. The effort scales with it.
The setup fee is a flat band by device count and covers the Minimal tier. Anything beyond it is scoped with you and quoted before any work starts.
Minimal · covered by the setup fee
Telemetry and operating-system logs from every Pulseway-managed machine.
Agents, policies, patch windows, alert rules, the log shipper, your logins, one kickoff call. Quick to set up; most small estates need nothing more.
Extended · quoted as remote engineering hours
Anything else: application logs, firewalls and network gear, line-of-business apps, cloud services.
Scoped in conversation, with more calls as needed to decide what to keep and how. Quoted as hours on top of the setup band, up front.
What we promise · The SLA, in plain words
Response times. Not an uptime number.
We state how fast we respond to platform problems, by severity, and we make no numeric availability guarantee. We measure uptime and will show you the history; we won't quote a percentage on infrastructure we don't own.
- Platform problems
- What the SLA covers: log collection stopped, dashboards down, alerts not firing, the ticketing system unreachable. Your users' tickets are not platform problems; they belong to your IT person.
- A platform outage
- The top severity. Response times by severity are set in your service agreement.
- Everything else
- Response times by severity in business hours, written into the SLA you sign. "Response" means a human acknowledgment with an assessment, not a promised fix time.
- Hours
- Platform watched around the clock. Calls reach a voice menu and voicemail that becomes a ticket. Humans respond Mon-Fri 9 to 5 ET.
- Your data
- Your logs and dashboards run on cloud servers in Ashburn, Virginia, with nightly backups on SYB-controlled equipment in Pittsburgh, Pennsylvania and a second copy in SYB's Dropbox account; Pulseway's service runs in Pulseway's cloud. The agreement lists every system that touches your data, including the automation that reads it.
- Leaving
- Any month. You receive a full export of your history in open formats, then we delete our copy 30 days after delivery and send written confirmation. Backup copies expire on their own within 60 days after that.
The boundary · Said early
What we don't do.
Turning away the wrong client on this page is cheaper for both of us than finding out after you've signed.
- Answer your employees' tickets. The ticketing system is ours; the tickets are your IT person's.
- Touch your payment systems. We never install anything on a card terminal, a point-of-sale system, or a computer that handles card numbers, and we never collect card data.
- Come on site. Everything is delivered remotely, from Pittsburgh to anywhere in the US.
- Answer the phone live. Calls reach a voice menu and voicemail that becomes a ticket; a human responds in business hours.
- Promise an uptime percentage. We commit to response times and show you the measured history instead.
- Hide hours in the base price. Human time is quoted as remote engineering, up front.
- Lock you in. Month to month, with a full export when you leave.
Instant quote · A few questions
See your number. Then decide.
A few questions, an instant monthly price from the published rate card, and a straight answer on whether we're the right fit. No call required.