Managed support
A helpdesk with response times you have agreed in writing, monitoring of the systems that matter, and a monthly report of what happened.
Who it is for
Companies without an IT team, or with a small one that needs cover, and that want to know in advance how fast a problem is answered.
What is in scope
Helpdesk
- Requests and incidents from your staff, logged and tracked
- Response times as agreed
- An escalation path
Monitoring
- Monitoring of the servers, network equipment and services you name
- Alerts to us and to you as agreed
Reporting
- A monthly report: requests, incidents, response against the agreed times, open issues and recommendations
Housekeeping
- An inventory of devices, users and systems
- Documentation of your environment
What you receive
- A service agreement with response times
- A named contact
- A monthly report
- An inventory of devices, users and systems
What we need from you
- An inventory, or time for us to build one
- Administrator access to the systems in scope
- Named contacts on your side
- Your critical systems and your business hours
How it is quoted
Custom and itemised by the cover you choose.
What shapes the quote
- Number of users and devices
- Number of sites
- Hours of cover
- Response times
- Systems monitored
Questions about managed support
What are the response times?
They are whatever the agreement says. They are set per client and written down. We do not publish a standard figure.
Are on-site visits included?
Whether visits are included, and how often, is agreed per client.
Do you support systems you did not install?
We start with an inventory and an assessment of what is there, then agree what is covered.
What do we see each month?
A report of requests, incidents, response against the agreed times, open issues and recommendations.
Can we add cover later?
Yes. The scope is itemised, so cover can be extended by agreement.
Agree the response times before you need them.
Tell us how many users, devices and sites you have. We reply with next steps and what we would put in the agreement.