Service desk
Users raise issues by email, phone or portal and get a human response inside the agreed target. Priorities and response times are written into the service agreement, and we report against them every quarter - including the misses.
Managed IT support
Everything an internal IT department would do - helpdesk, maintenance, procurement, planning - delivered by a team that's already on call, for a fraction of the cost of hiring one.
The service
Support that shrinks the number of things going wrong
Reactive IT support waits for you to notice a problem. That's a poor deal - by the time a user raises a ticket, the disruption has already happened.
Our model puts the effort at the other end. Devices are monitored and patched continuously, configuration is standardised so machines don't drift, and the recurring causes of tickets get engineered out rather than re-fixed every few weeks.
When something does need a human, you get one quickly - and one who already has your documentation open.
Included in every plan
- Unlimited remote helpdesk for all users
- 24/7 monitoring and automated remediation
- OS and third-party application patching
- Antivirus / EDR licensing and management
- Asset inventory and lifecycle tracking
- Onboarding and offboarding of staff
- Vendor liaison - ISPs, line-of-business apps, printers
- Documentation you own and can take with you
- Quarterly technology and risk review
In detail
What we actually manage
Device management
Windows and macOS endpoints enrolled in Intune, built from a standard image, encrypted with keys we can recover, and kept consistent. New starters get a machine that's ready on day one instead of half-configured.
Patching & updates
Operating systems and the applications attackers actually target - browsers, PDF readers, Java, conferencing tools - updated on a ring-based schedule so fixes land quickly without a bad update taking out the whole company.
Servers & networks
On-premise servers, firewalls, switches and Wi-Fi monitored for health, capacity and expiring warranties. Where it makes sense we'll move the workload to cloud instead of replacing the hardware.
Procurement
Hardware and licensing sourced at trade pricing, specified to last the full refresh cycle, delivered pre-configured. No margin games - you see what things cost.
Roadmap & budgeting
A rolling twelve-month view of renewals, end-of-life kit and planned projects, with indicative costs. Your finance team stops being ambushed by IT spend.
Microsoft 365 - mail, OneDrive, SharePoint, TeamsDaily
Servers - full imageDaily
Endpoints - user dataContinuous
Off-site copyImmutable
Restore testQuarterly
RetentionPer policy
// Illustrative policy. Yours is set during onboarding.
Backup & recovery
A backup you haven't restored isn't a backup
Two assumptions cause most data-loss incidents we're called into. The first is that Microsoft 365 backs itself up - it doesn't, beyond short retention windows that ransomware and deliberate deletion both outlast. The second is that a backup job reporting success means the data can actually be recovered.
We back up Microsoft 365 alongside servers and endpoints, keep an immutable off-site copy that can't be encrypted or deleted by an attacker, and periodically perform real restores to prove it works.
Pricing model
Per user, per month, all in
One figure that covers support, tooling and security licensing. No hourly billing, so nobody hesitates to raise a ticket - and we're not rewarded for leaving problems unsolved.
Fixed
Monthly cost per user, quoted after the audit and held for the term.
Unlimited
Remote support requests. No fair-use trapdoor, no per-ticket charges.
30 days
Rolling notice period. We keep the account by being worth keeping.
Included
Security stack, monitoring and management tooling - not billed separately.
Project work - migrations, hardware refreshes, major rollouts - is quoted separately and agreed in advance. You'll never receive an invoice you weren't expecting.
Next step
See where you stand first
We'll audit your devices, identities, licensing and backups, then send you the findings in writing - no obligation to buy anything.