BOUTIQUE IT · NORTHERN NJ + NYC
One person
who already
knows your
setup.
I am not a help desk. I am the person you call — and the person who does the work. I respond within four business hours, one hour if you are down; you will know in advance when I am away, and everything stays in your name so nothing waits on me.
15
Client ceiling
4
Hour response
1
Person, who answers
9
Counties + boroughs covered
PRACTICE
I work the opposite way.
Most IT support means a ticket queue, a different technician every time, and explaining your setup from scratch on every call. I take on a small number of clients, learn each environment in depth, and stay available when it matters. You deal with the same person every time — someone who already knows how your business runs.
- 01
I learn before I act.
Before I change anything, I understand your environment. Discovery first, documentation always, no guesswork.
- 02
One person who knows your setup.
You are not starting over with a stranger every time. I handle your account, and I keep it documented.
- 03
Transparent by default.
Quick questions are absorbed. Real work is itemized with a ticket number on every line. No surprises on the invoice.
- 04
Right-sized, never oversold.
I recommend exactly what your business or home needs, nothing more. No bloated packages, no upsells.
- 05
Local, and present.
I know this market, I work in it, and I show up when it matters.
CAPABILITIES
The whole stack, one contact.
- 01
Identity & access
Logins, permissions and access managed from one place. MFA enforced across the organization. New hires onboarded, departures cleanly removed.
- 02
Devices & endpoints
Enrolled, secured and policy-protected. Monitored, patched and maintained proactively rather than fixed after the fact.
- 03
Infrastructure & systems
Network infrastructure, servers, NAS, VPN and SaaS platform configuration — the layer most small businesses have nobody for.
- 04
Vendors & procurement
Hardware sourced, coordinated and purchased. I deal with your vendors so you never sit on hold about a shipment.
ENGAGEMENT
How an engagement begins.
- 01
Discovery call
A short conversation about your business, your team, and what is and is not working today. No pressure, no jargon, no sales pitch.
- 02
Environment review
A brief remote review of your setup, your tools, and anything handed off from prior IT, so I understand your environment before I touch it.
- 03
Retainer or project
Most engagements begin with the retainer. Larger needs are scoped as standalone projects. Either way you know exactly what you are getting before I start.
AVAILABILITY
Availability Retainer
Not a prepaid block of hours, and not a support contract. A standing relationship with someone who already knows your environment, your systems and your team, and is available when something goes wrong. When you need a quick answer you get one. When something needs hands-on attention you are not starting over with a stranger.
Remote
$250/ month
Priority access to me. One included remote hour, reset monthly.
Remote + onsite
$300/ month
Everything above, plus onsite response included in your service area.
Month to month, never locked in. Additional hours billed at the published support rates — $75/hr device, $100/hr infrastructure. Projects quoted separately.
Edition
15
Clients, ceiling. The number that keeps response times real.
Availability
I respond within four business hours, one hour if you are down; you will know in advance when I am away, and everything stays in your name so nothing waits on me.
MANAGED
Per user, per month.
The next step when a business grows past availability and needs full proactive management, monitoring and security. Three plans from $49 per user, per month, quoted on team size. Retainer clients can move into one at any time, and they require company-owned, enrollable devices.
- Identity & Device Security$49
- Managed Technology$69
- Complete Managed IT & Security$89
SERVICES
One problem is a fine place to start.
Not every situation needs a plan. If you have one thing that is broken and you just want it fixed, say so. Projects are scoped and quoted separately; everything else bills at these rates.
One-time
- Device Deployment$150 / device
- Enrollment & Management Setup$195 / user
- Hardware ProcurementCost + $150
Remote support
- Computer & Device$75 / hr
- Infrastructure & Systems$100 / hr
Onsite support
- Trip Fee$100 / visit
- Computer & Device$150 / hr
- Computer & Device — managed clients$125 / hr
- Infrastructure & Systems$175 / hr
PRINCIPAL
Alexander Santiago
I run XD3R LAB. Every engagement is handled by me personally — hands-on, technically deep, and genuinely invested in getting it right.
XD3R LAB was built on a simple idea. Small businesses and home users deserve the same attention and expertise that large companies pay a fortune for, without the runaround that usually comes with it.
Design studios, art galleries, professional services firms and family offices across Northern New Jersey and New York City, plus home users who want the same care. I do not chase volume. The list stays short so the attention stays real.
Coverage
Onsite across Bergen, Passaic, Essex and Hudson counties, and all five boroughs of New York City. Remote anywhere.
RESIDENTIAL
Technology help at home, too.
Straightforward residential support across the same area — $85 trip fee · $110 per hour. No contract, no retainer, no minimum.
THE MECHANICS
How the billing actually works.
01What actually counts against my included hour?
Anything that needs a remote session or hands-on work. Quick questions are absorbed and count against nothing — if it does not need a session, it does not go on the clock.
02Does the included hour roll over?
No. It resets monthly and does not accumulate. It is a fairness threshold for both of us, not the product — what you are buying is standing access to someone who already knows your environment.
03What happens if I go over?
Additional hours bill at the published support rates — $75 / hr for device work, $100 / hr for infrastructure — with a ticket number on every line item. Retainer clients get no ongoing discount; the reduced rate is for managed-plan clients only.
04Is onsite work included?
It depends on your tier. Remote + onsite at $300 / month includes onsite response inside your service area. On Remote at $250 / month, onsite work is quoted separately.
05Can I take a managed plan if my team uses their own laptops?
No. Managed plans require company-owned, enrollable devices — that is a hard constraint, not a preference. A BYOD business can absolutely hold a retainer, and most of what matters still applies.
06Am I locked into a contract?
No. Month to month, never locked in. Projects are quoted separately and stand on their own.
START HERE
Fifteen clients, ceiling.
The number that keeps response times real. A discovery call costs nothing. If I am not the right fit for what you run, I will tell you on the call.
Tell me what is going on
No pressure and no jargon. Whether it is your business or your home, describe the problem in your own words and I will take it from there.
- Phone
- 844.503.4700
- alex@xd3rlab.com
- Service area
- Northern New Jersey and New York City