Our Approach

We keep your company’s best interest at the core of what we do.

Tailored to small firms

With over 20 years of experience supporting small businesses in the Boston area, The Charlton Group understands how valuable your time and resources are, and how effective IT support can make a difference for your organization. Our sensitivity to the small business community assures you that, while we may have a preferred approach to resolve a technology problem, we will listen to you and recommend the most appropriate solution and strategy for your business needs.


Because we neither resell equipment, nor represent specific vendors, you have the guarantee that we will always offer an unbiased analysis of a project and will be impartial in recommending IT solutions that are best for your company.


The Charlton Group knows that small businesses often work with limited IT budgets. Because value is of utmost importance to us, we are properly scaled to work with your small firm to offer you cost-effective IT services


More than just technical experts, our people possess strong communication skills that allow them to translate technical and complex concepts into simple explanations for a non-technical audience. And they do it with a smile and a positive attitude

How is our time spent?

It’s important for every business to know where their money is being spent. Most businesses may not realize how much work it takes to maintaining their IT infrastructure, telecommunication, and data security. These are the “invisible” aspects of technology as opposed to the “visible” things like desktop support, application upgrades, and replacing hardware. We track and report on six different categories so you know where our time is being spent.

Time Sheets

We complete electronic time sheets daily that include a description of our work and the time we spent on any of the six different IT categories. These categories are User Support, Infrastructure, Security, Telcom and Media, Business Continuity Planning (BCP), and Business Applications. Our time sheet report is sent to you once or twice a month and provides both details of every day we worked and total time spent during the period.

Helpdesk Ticketing System

Each IT request is tracked in our central helpdesk ticketing system. It‘s simple to use. Just send an email message. Once your email is received you’ll receive a confirmation email along with a ticket request number. When your request is completed you’ll receive an email that the ticket was closed. We can provide weekly reports that can be automatically sent to you listing all open and closed tickets.