What’s included in managed IT support?
Our managed IT support covers unlimited remote helpdesk support, joiners and leavers, Microsoft 365 and licence management, 24/7 monitoring, endpoint security, patching, backup monitoring and a named Technical Account Manager. You can add infrastructure support, connected devices, cyber security and a wide range of other services, so you build the support package your business needs.
How much does managed IT support cost?
Managed IT support is charged at a fixed monthly fee per user, making costs predictable and easy to scale as your business grows. Additional requirements, such as infrastructure support, cyber security or project work, are scoped separately. We’ll start by understanding your business, IT environment and requirements, then put together a tailored proposal with clear costs before anything gets underway.
How do I switch IT support provider?
Your Technical Account Manager will get to know your business, understand how your teams work and build a clear onboarding and transition plan. We’ll document your IT infrastructure, review Microsoft 365, devices, security, connectivity and backups, and gather the information and access needed for a smooth handover. We’ll also work with your existing provider where needed and plan the handover carefully, minimising risk and disruption to your business.
How long does it take to switch to a new IT provider?
It depends on the size and complexity of your IT environment, the number of locations and how well documented your existing set-up is. Some straightforward transitions can be completed within a week, while larger or more complex environments may take several weeks or longer. We’ll establish what’s involved during discovery and agree a realistic onboarding timeline with you, making sure everything is in place before go-live.
How quickly will you respond to IT support requests?
Every request is reviewed, prioritised and assigned within 30 minutes. Our response targets are aligned to the urgency and business impact of each issue, so critical problems receive immediate attention and are escalated to the right engineers when needed.
Our average call wait is just 14 seconds, average email reply time is 34 minutes, and 87% of issues are resolved in a single call or email. We manage tickets, response targets and escalations through Halo PSA, with performance monitored against a 95% KPI across our service levels and reviewed regularly.
What are your IT support hours?
Our standard support hours are 8.30am to 5.30pm, Monday to Friday, by phone and email. For businesses operating beyond these hours, including those with 24/7 operations, we can arrange extended and round-the-clock support to suit your requirements. Our connectivity is also monitored 24/7, allowing us to identify and act on network issues outside standard business hours.
Can you work alongside our in-house IT team?
Of course. Our co-managed IT service supports in-house teams with experienced specialist engineers, extra capacity, on-site support, project delivery and cyber security services. We complement your existing team rather than replacing it.
Do you offer on-site IT support?
Yes. Most issues are solved remotely, often in a single call or email, but our engineers are based across the UK and visit your sites whenever hands-on help is needed, from troubleshooting your network to installing new equipment. We’ll agree any call-out, hourly or day rates with you in advance, so there are no surprises.
