15 min
P1 critical response SLA
24/7
On-call coverage for critical incidents
92%
First-contact resolution rate
↓60%
IT overhead vs in-house team
COMMON IT SUPPORT PROBLEMS
What’s frustrating your business today
Slow, reactive helpdesk
Staff waiting hours or days for basic IT issues to be resolved, killing productivity
No visibility into IT performance
No SLA reporting, no ticket metrics, no way to know if support is actually improving
Painful onboarding & offboarding
New starters waiting days for access. Leavers retaining accounts and licences for weeks
No IT strategy or roadmap
IT decisions made reactively with no long-term plan, leading to tech debt and wasted spend
Overloaded internal IT team
One or two people covering everything — firefighting daily, never able to work strategically
Unpredictable IT costs
Break-fix bills, emergency callout fees, and ad-hoc contractor costs with no budget certainty
HOW WE DELIVER SUPPORT
From ticket to resolution — the full support loop
Raise
Ticket logged via portal, email, phone, or Teams — routed instantly
Triage
Priority assigned, SLA clock starts, right engineer engaged
Resolve
Remote fix attempted at L1/L2 before escalation to L3
Root cause
P1/P2 incidents get full RCA and prevention recommendations
Report & improve
Monthly service review with metrics, trends, and action plan
HOW WE STRUCTURE SUPPORT
Tiered support with committed SLAs
WHAT'S INCLUDED — The full scope of managed IT support
Tiered helpdesk (L0–L3)
Self-service automation through to senior engineer escalation — with every tier staffed by named engineers who understand your environment. (ServiceNow, Freshservice, Jira Service Mgmt)
Onboarding & offboarding automation
Zero-touch employee provisioning on day one and full de-provisioning on exit — no lingering access, no hidden credentials. Optional re-badge of your current IT team. (Microsoft Intune, Entra ID, Okta, BambooHR)
vCIO/vCISO advisory
Strategic IT and security guidance — acting as your fractional CIO or CISO, or as an extended arm to your existing leadership team, aligned to your business growth goals. (Quarterly roadmaps, Board reporting, Risk register)
Monthly governance reporting
Regular service review covering tickets opened and resolved, MTTR, patching compliance, AV status, and the vulnerability landscape — via a live management dashboard. (Live dashboard, Monthly PDF, Quarterly review)
Proactive monitoring & patching
Continuous endpoint, server, and network monitoring with automated patching cycles — issues resolved before your users notice them. (RMM, NinjaOne, ConnectWise, Automox)
HOW WE GET STARTED
From onboarding to fully managed — in four steps
1
IT audit & discovery
We inventory your devices, users, applications, and current support processes — and document every environment detail
2
Tooling & integration
RMM agents deployed, ITSM platform configured, ticketing channels set up, and SLAs agreed in writing
3
Parallel run & handover
Two-week parallel operation alongside your existing team — engineers learn your environment before taking sole responsibility
4
Live managed service
Full managed support active — monthly service reviews, proactive improvements, and vCIO advisory from day one
BUSINESS OUTCOMES — What our customers achieve
15 min
P1 critical incident response SLA
Day 1
New starters fully provisioned and productive
92%
First-contact resolution rate
60%
IT overhead vs building an in-house team
24/7
On-call coverage for critical incidents
Fixed monthly cost
No break-fix bills, no emergency callout fees — everything included in a fixed monthly fee with documented SLAs