No surprise invoices, no escalation queues, no three-month notice periods. A named account manager and a defined SLA from day one.
What We Deliver
Managed IT Services Services
24/7 Infrastructure Monitoring
Datadog or Grafana agents on every server. CPU, memory, disk, and network thresholds alert your account manager before users notice anything. Mean time to detect: under 3 minutes.
Help Desk & User Support
Tier 1–3 support via WhatsApp, email, and phone. Password resets and laptop issues handled in minutes; complex incidents escalated with SLA tracking in Jira Service Management.
Patch & Update Management
Monthly OS and application patch cycles with pre-production testing, scheduled maintenance windows, and rollback procedures — so security updates never take down production.
Backup & Disaster Recovery
Daily encrypted backups to a separate cloud region, weekly restore tests, and a documented DR runbook with defined RTO and RPO targets. You know exactly how fast you can recover.
Security Management
Endpoint protection, firewall rule reviews, WAF configuration, SSL certificate management, and quarterly vulnerability scans — plus incident response if something does get through.
IT Strategy & Budgeting
Annual IT budgeting support, vendor contract reviews, technology roadmap, and hardware lifecycle planning — so IT decisions are proactive, not reactive.
How It Works
Our Managed IT Services Process
Onboarding Audit
Full inventory of every server, device, licence, and vendor contract. We find the gaps — expired SSL certs, unmonitored servers, missing backups — before they become incidents.
Runbook Creation
Documented procedures for every routine task and common incident type. Your infrastructure's tribal knowledge captured and structured.
Monitoring Setup
Agents installed, thresholds tuned to your normal operating range, and alert routing configured. First false-positive-free week is the handover milestone.
SLA Agreement
Response and resolution SLAs agreed per severity level (P1–P4). Escalation matrix signed off by both parties.
Operations
Monthly patch cycles, weekly backup verification, quarterly security scans, and a monthly service review call with your account manager.
Quarterly Reviews
SLA performance report, incident trend analysis, cost optimisation recommendations, and technology roadmap update.
Technologies We Use
FAQ
Common Questions
What is included in the monthly retainer?
24/7 monitoring, help desk support (business hours for Tier 1, 24/7 for P1 incidents), monthly patch management, weekly backup verification, quarterly security scans, and a monthly review call. Everything is itemised in the service description so you know exactly what you are paying for.
What are your response time SLAs?
P1 (system down): 15-minute response, 2-hour resolution target. P2 (major degradation): 1-hour response, 4-hour resolution. P3 (minor issue): 4-hour response, next-business-day resolution. P4 (information request): 8 business hours. SLAs are measured and reported monthly.
Do you provide hardware?
We manage hardware but do not supply or lease it. We can advise on procurement, negotiate vendor contracts, and manage hardware lifecycles — but the assets remain yours.
How do you handle security incidents?
Incidents trigger our IR runbook: isolate, assess, contain, eradicate, recover, document. For suspected breaches we engage our security partners for forensic analysis. You are notified within 15 minutes of a P1 security incident and receive a written post-incident report within 48 hours.
What is the minimum contract length?
12 months, with a 30-day notice period after the initial term. We offer month-to-month after the first year. Shorter commitments are available for project-based engagements — speak to us about your situation.
Ready to Get Started?
Tell us about your project and we'll respond within 24 hours with a scoped proposal.