Question 1

Who actually answers when we log a ticket?

Accepted Answer

A senior engineer. We do not run a tiered helpdesk, so there is no first-line call handler logging your issue and passing it up the chain. The person who responds has the experience to fix the problem, and in most cases does so on first contact.

Question 2

What are your response time commitments?

Accepted Answer

Critical issues are targeted within 1 hour during business hours, and standard requests are acknowledged within 4 hours. These targets are written into your agreement and we report our actual performance against them every month.

Question 3

Can you take over from our current IT provider?

Accepted Answer

Yes, and we manage the handover for you. Onboarding includes documenting your environment, collecting credentials and licences from the outgoing provider, and setting up monitoring. Most handovers complete within 2 to 4 weeks without disruption to your team.

Question 4

Do you support remote and hybrid teams?

Accepted Answer

Yes. Our service is remote-first by design, so home workers get exactly the same support experience as office staff. Onsite visits are available as an add-on for work that genuinely needs hands on hardware.

Managed IT Support

What you get

Typical problems solved

What is included

Outside standard scope