Managed IT & Support

Proactive monitoring, help desk, and day-to-day IT operations so your team stays productive and your systems stay healthy.

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We look after your IT end to end: patching, backups, endpoint management, and a responsive help desk, so problems are handled before they slow you down.

What is included

A help desk that answers. Your staff can reach a person for the ordinary things: a laptop that will not connect, a file that has gone missing, a new starter who needs an account. Requests are tracked, so nothing depends on somebody remembering a corridor conversation.

Proactive maintenance. Patching on a schedule, backup verification, disk and health monitoring, and licence tracking. The aim is that most problems are resolved before anybody notices them, which is unglamorous and is most of the value.

Endpoint and identity management. Devices enrolled and managed, access granted and removed as people join and leave, and security policy applied consistently rather than device by device.

Vendor liaison. We deal with your internet provider, your line-of-business software vendor, and your hardware suppliers, so you are not the one on hold explaining a technical problem you did not cause.

Reporting and planning. Monthly reporting on what happened, and a periodic conversation about what is ageing, what is coming, and what to budget for. No surprises in the second week of a financial year.

Security is included, not an add-on

A recurring frustration with the managed services market is that basic security is sold separately, so a business paying for IT support discovers after an incident that multi-factor authentication was in the premium tier.

We do not price that way. MFA enforcement, backup verification with actual restores, patch compliance, and administrator account hygiene are part of the standard service, because a managed environment without them is not being managed in any sense that matters.

Larger pieces of security work such as penetration testing or an audit are separate engagements, because they are projects rather than operations. The day-to-day protection is not.

Vendor-neutral, and what that is worth

We do not resell hardware, software licences, or connectivity, and we take no commissions from vendors.

That means when we tell you a product is the right fit, the recommendation has nothing else attached to it, and when we tell you to keep what you have for another two years, we are not losing anything by saying so. It also means you buy at your own price rather than at ours with a margin on top, which on hardware refreshes is often a larger number than people expect.

Documentation you own

Everything we document about your environment is yours, written to be usable by somebody who is not us.

This is deliberate. The most common way businesses get stuck with a provider they have outgrown is that nobody else can work out how anything is configured. An environment you could hand to another firm tomorrow is one you are staying with by choice.

Typical timeframe: Onboarding in 2 to 4 weeks, then ongoing
Best for: Teams without in-house IT, or with one person carrying it alongside another job

The engagement

How it runs

Every engagement follows the same shape, so you always know which part you are in and what is coming next.

1
Onboard
We document what you have, take over the systems, and fix the obvious problems we find on the way in. That first pass usually clears a backlog nobody had time for.
2
Stabilise
Patching, backup verification, endpoint management, and monitoring get put on a regular footing so that routine work stops being reactive.
3
Run
Day-to-day support, requests, onboarding and offboarding of staff, vendor liaison, and the ordinary business of keeping things working.
4
Review
Regular reporting and a periodic planning conversation about what is coming, what is ageing, and what should be budgeted.

Common questions

How is this different from any other managed service provider?

Two ways that matter. We are security-led, meaning MFA, backup verification, and patching are part of the standard service rather than an upsell called a security bundle. And we are vendor-neutral: we do not resell hardware or software, so nothing we recommend carries a commission. What you save on the margin usually exceeds what the advice costs.

Are we locked into a long contract?

No. We work on terms you can exit, and your documentation is written so that another provider could pick it up. A client who stays because leaving is painful is not a client relationship we want to be in, and building the business that way tends to make the service worse.

Do you replace our IT person?

Usually we work alongside them. The common arrangement is that we take the routine load, the after-hours cover, and the specialist work, so your internal person can do the things that need somebody who knows the business. Replacing a capable internal person is rarely the right recommendation and we will say so.

What are your response times?

We commit to response targets in writing as part of the agreement, tiered by urgency, and report against them. What we will not do is promise a number in a sales conversation that the agreement then quietly does not contain.

Do you support Macs, or only Windows?

Both, plus the mobile devices your staff actually use for work. Mixed environments are normal now and managing only half of one leaves the other half unmanaged rather than absent.

Need help with Managed IT & Support?

Tell us where you are and what is worrying you. We will tell you honestly what we would do first.

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