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 already know the 4pm-on-a-Thursday feeling.
- 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
One agreement, every layer underneath it.
- 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
Managed IT Services questions
What counts as a P1?
Business stopped. Priorities are defined in writing from P1 to P4, scheduled work, so urgency is a definition rather than a negotiation.
Does our documentation stay current?
Yes, records are kept current as part of the service, with scheduled review meetings so the documentation ages with the system instead of behind it.
What do we actually get each month for the fee?
A helpdesk with defined response times, monitoring and patching, platform administration, user lifecycle handling, licence management and documentation kept current, with review meetings on a schedule.
Can the agreement change as we grow?
The scope and tier are written, and changes are agreed in writing the same way. What never changes silently is what you are entitled to.
Know who answers at 4pm on a Thursday.
Start from the pillar this service belongs to, or talk to us directly. The Systems Health Check is one click from either.