Managed IT support
A helpdesk your staff can call, monitoring that catches problems before they cause downtime, and one predictable cost per user.
What managed IT support actually covers
Managed IT support means we take responsibility for your environment rather than waiting for it to break. Your staff contact us directly, so problems no longer queue behind whoever in the office happens to be good with computers.
- Dedicated helpdesk by phone or email, with clear escalation when something needs a specialist.
- Remote support for the majority of issues, which is how most things get resolved fastest.
- On-site support across Gauteng when hands are needed on hardware.
- 24/7 monitoring of servers, endpoints and network gear, so a failing disk or a silent backup raises an alert rather than an outage.
- Patching and maintenance on a schedule, so you are not running last year's software.
- Documentation of what you own and how it is configured, which matters most on the day a key person leaves.
How support requests are prioritised
Priority is set by how much of your business is affected, not by who shouts loudest. A single user with a workaround is low. A team or a shared service being down is medium. A whole company outage or a business-critical system offline is high. Response targets are agreed in your service level agreement, so they are a commitment rather than a hope.
Three ways to log a ticket
Email, telephone, or the Ping-IT icon in the Windows system tray. That last one logs the ticket from the affected machine, which means we get the device details automatically instead of asking twenty questions first.
What it costs
One predictable price per user, per month, with support, monitoring and management included. No hourly billing, so there is never a reason to hesitate before calling us. Month to month, because we would rather earn the relationship than enforce it with a three year contract.
Is it right for your business?
Managed support usually starts making financial sense somewhere around ten staff who cannot do their job without a working computer. Below that, ad hoc help is often enough. Above it, the cost of an hour of downtime across the business tends to exceed the monthly fee comfortably.
Questions we get asked
Do you replace our internal IT person?
Not necessarily. Many clients keep someone internal for day to day requests and use us for monitoring, security, infrastructure and escalation. We are comfortable being the layer behind your team.
How quickly will someone respond?
That depends on priority, which is set by how much of your site is affected, and on the response targets in your service level agreement. A whole company outage is treated very differently from one user with a workaround.
What happens if we want to leave?
You give notice and we hand over documentation of your environment. There is no long-term contract and nothing to unwind, which is deliberate.