Service
Managed IT Services
The ongoing relationship after the project: a helpdesk that answers, systems administered and patched, problems escalated by a defined path, and contact between invoices rather than only when something breaks.
What it is
The part that matters in month fourteen.
The ongoing relationship after the project: a helpdesk that answers, systems administered and patched, problems escalated by a defined path, and contact between invoices rather than only when something breaks.
Everything runs on a written support agreement that names the scope and the response commitments. We commit to response and escalation rather than resolution times, because restoration can depend on third parties, and we would rather say so than promise past our reach.
When a business needs it
You will recognise it before anyone names it.
- IT problems queue behind whoever is least busy, and nobody owns them
- The person who understood the systems has left, and the knowledge left with them
- Small faults sit for weeks until they become large ones
- Nobody is patching, and everybody assumes somebody is
What we deliver
- 01A helpdesk with a defined intake, so problems are logged and owned rather than shouted
- 02Administration and patching of the systems in scope
- 03Response and escalation commitments stated in the support agreement, not implied
- 04Scheduled reviews, so the conversation happens before the problem does
How it connects
A system is only as good as its joins.
- Support inheriting documented systems rather than reconstructing them per ticket
- Monitoring feeding the helpdesk before users feel the fault
- User lifecycle handled through the same agreement, joiners to leavers
- One accountable partner across systems and infrastructure, so no gap between vendors to fall into
Related solutions
Not sure whether the problem is the system or the joins between systems?
That is exactly what the Systems Health Check answers, in writing, whether or not you use us to deliver it.