Managed Service Agreements

As a Managed Service Provider (MSP), everything we do is bound by a Managed Service Agreement. In English, that means we contractually commit to how services are provided to you, so you know exactly what you’re getting – it’s all in writing.

The Managed Service Agreement answers all of the most important questions you should be asking your Managed Service Provider:

  • What are your response times?
  • What pro-active work will you do?
  • What visibility will you give me of our technology estate and support services?
  • What’s included and what’s not included?
  • What are all your costs?

Easy Communication

One of the most crucial aspects of providing great service is communication, which is at the core of everything we do.

It’s really simple. To keep customers happy, we keep them well informed of what’s going on, regardless of whether it’s a ticket, project, new system implementation of a simple hardware order.

Alongside all our pro-active updates, we’ve also built our systems to make all this information available to you at any time, just login.

Why would you work with us?

Working with us starts with a fully documented audit of your current setup, which currently we don’t charge for. At the very least it’s a second opinion, which could contain something really useful.

Try us, book one in. You’ll be pleasantly surprised.

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Guaranteed Response Times

We’re always aiming to provide instant responses, and rapid fixes that far exceed the guaranteed response times in your Managed Services Agreement, and most often we do.

We guarantee 2, 4, 8 and 16 hour response times on your support requests, depending on the urgency and impact of the reported issue. Each request is graded as Critical, High, Medium and Low respectively.

Online Portals

Sometimes, it’s much quicker and easier to get the information you need through your customer portal with us, rather than trying to remember a verbal, or find an email update.

  • Tickets : All support tickets with important information including the history, notes, time and current status
  • Project Management : All projects are fully visible on a per phase and per ticket basis via the Project Management module
  • Invoicing
Want to know more?

We understand things can be a bit confusing with IT infrastructure. Our team of specialists are on hand to answer any of your questions in a language you understand.

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Live Dashboards

We use dashboards and reporting to run our business, and more importantly your technology. So we give those same dashboards to you.

They’ll tell you if your devices need upgrades, software is out of date, support tickets are overdue etc.

With visibility like this, we can both see how we’re performing 24/7

Documentation & Asset Management

Good documentation about our customers’ technology is crucially important. We provide customer logins to our customer portal to keep you well informed.

Ultimately, good documentation and shared knowledge reduces support requests and speeds up fix times.