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Managed IT Services are provided by a Managed Service Provider (MSP) This MSP remotely manages a client's IT infrastructure (typically on a proactive schedule) We monitor the health of network devices, check speeds, look for weaknesses, and generally nip small problems in the bud before the become larger and more expensive/time consuming to fix. The details between the client and MSP are agreed upon in a Service Level Agreement (managed it contract)

The best way to answer this question is to make sure scenarios like this are outlined clearly in the SLA. Most managed IT companies have different tiers of IT solutions. Some help Desks are only open from 8-5, but generally speaking, an IT company that is large enough to support their clients will have a Tier that includes 24/7 Support. Pricing varies on the level of service you want, the hardware/software you choose, and the number of clients or users that are to be managed. 

Short answer, No. Here's why... Over the last 8 years we have built relationships with the most reliable IT Manufacturers in the world. We get dealer pricing, and any equipment bought through us allows us to pass the savings to you. So you'll still pay under MSRP, and you get to rest assured that we extend 2-5 year warranties on our hardware (depending on the manufacturer) So if a a product has an issue, it's our responsibility to get it replaced, not yours.