Support with a defined scope, response targets and reporting
We take responsibility for keeping your environment monitored, patched, backed up and documented, with clear service levels and a lifecycle plan so refreshes are budgeted before equipment fails.
What a managed service covers
Managed services start with onboarding: we document the environment, fix urgent risks and agree what is covered before the service levels apply.
A good fit when
- You have no internal IT team, or a small team stretched by day-to-day support.
- Support is ad hoc, with no record of what was changed or why.
- Patching, backup checks and warranty renewals depend on someone remembering.
- You want predictable monthly support costs and regular reporting.
What the work covers
- Onboarding: inventory, documentation, access handover and urgent risk fixes.
- Help desk for users, with ticketing, priorities and escalation.
- Monitoring of servers, network, internet links, backups and security alerts.
- Patch management for operating systems, firmware and key applications.
- Vendor and carrier coordination, and licence and warranty tracking.
- Asset register, lifecycle planning and quarterly service reviews.
What you receive
- D1Service agreement with scope, priorities and response targets
- D2Environment documentation and asset register
- D3Monthly service report
- D4Backup verification records
- D5Annual lifecycle and budget plan
What it depends on
- Administrative access, plus existing documentation and vendor contacts.
- A named contact who can approve changes and set priorities.
- Remote monitoring and management tools installed on covered devices.
- Agreement on exclusions, such as new projects or unsupported legacy systems.
How a managed service starts
STEP 01
Discover
Inventory users, devices, systems, vendors and contracts, and review current risks.
D1Environment inventory
STEP 02
Agree the service
Define covered systems, priorities, response targets, hours and exclusions.
D2Service agreement
STEP 03
Onboard
Install monitoring, collect credentials securely, document, and fix urgent issues.
D3Onboarding report
STEP 04
Operate
Help desk, monitoring, patching and backup checks against the agreed service levels.
D4Monthly service reports
STEP 05
Review and plan
Quarterly reviews of incidents, trends and lifecycle, and annual budget planning.
D5Lifecycle and budget plan
What a useful service agreement contains
- Covered users, sites and systems
- Everything in scope is listed, so there is no dispute about what is supported.
- Priorities by business impact
- A site-wide outage and a single printer fault get different response targets, defined in advance.
- Response and resolution targets
- Targets state when they are measured, during which hours, and what happens when they are missed.
- Maintenance and change windows
- Planned work happens at agreed times, with notice before changes users will notice.
- Reporting that leads to decisions
- Reports highlight recurring issues and risks, not just ticket counts.
Common questions
What is the difference between managed IT and break-fix support?
Break-fix support is paid per incident after something fails. Managed IT covers ongoing monitoring, maintenance and support for a regular fee, with the aim of preventing incidents and planning refreshes.
Do you support systems another company installed?
Yes, after onboarding. We document the environment first and flag anything unsupported or risky before it is covered by service levels.
Is support remote or on site?
Most issues are resolved remotely. On-site support depends on your locations and on the terms of the service agreement.
Can we keep our internal IT staff?
Yes. Co-managed arrangements are common: your team handles day-to-day user support while we cover monitoring, patching, specialist work or after-hours cover.
Related guides and scenarios
Guides
Want support that is planned, not reactive?
Tell us about your users, sites and systems. We will outline what a managed service would cover.