The engineer who answers can also read your ERP.
"The invoice will not print" is rarely one problem. It is the driver, the network, permissions, or a Soft1 setting. When IT and ERP are two suppliers, that ticket travels between them while you wait.
The whole environment, not selected parts of it.
Support breaks where one supplier's responsibility ends and another's begins. That is why we keep it together.
HELPDESK
One point of contact for your users, with logged tickets and committed response times.
ENDPOINTS
Desktops and laptops: build, standardisation, updates and replacement.
NETWORKS & FIREWALLS
Structured cabling, switches, Wi-Fi, VPN and firewall policies that somebody maintains.
MICROSOFT 365 & IDENTITY
Email, Teams, SharePoint, MFA and account lifecycle from onboarding to exit.
BACKUP & DR
Backups for servers, endpoints and M365, with periodic restore tests.
MONITORING & PATCHING
Availability monitoring and scheduled security updates.
Everyone promises "one point of responsibility". Ours is narrower.
Every managed IT company in the market promises single accountability, and most of them deliver it: network, servers, telephony and Microsoft 365 under one contract. We are not going to pretend that makes us unique.
What nobody else does is read your Soft1. The engineer who picks up the phone about a printer also has access to the ERP configuration that sends work to that printer.
Which is why we never ask you whether it is a network problem or an ERP problem. Working that out is our job.
Response times, in writing.
Every ticket is prioritised when it is raised. The clock starts there.
| Tier | Response time | Channels | Coverage hours |
|---|---|---|---|
| Critical — the business has stopped | 30 minutes | Phone, portal | 09:00–18:00 |
| High — a team or critical process affected | 4 hours | Portal, email, phone | 09:00–18:00 |
| Normal — a single user | 1 business day | Portal, email | 09:00–18:00 |
| Change request — new user, equipment, access | 1 business day | Portal | 09:00–18:00 |
Times run from the moment a ticket is raised and apply within coverage hours, Monday to Friday 09:00–18:00. They are fixed in the support contract.
How we adopt infrastructure we did not build.
Taking over an existing environment is the most delicate phase. We do it by documenting, not by assuming.
-
01
Audit
1–2 weeks [VERIFY]
What exists, what is documented, who has access, and what depends on one person.
-
02
Findings report
1 week [VERIFY]
Risks, security gaps and immediate priorities. We tell you what we found, plainly.
-
03
Stabilisation
2–4 weeks [VERIFY]
Backup, updates, access and documentation brought to a minimum acceptable level.
-
04
Handover
—
Helpdesk goes live, tiers are set, and SLA measurement starts.
-
05
Continuous improvement
Ongoing
Periodic review, replacement planning and budgeting.
What we treat as baseline, and what is optional.
The baseline is in every contract. The rest is proposed on risk, not on catalogue.
BASELINE
MFA on every account, central antivirus/EDR, security updates, disk encryption, backups with restore testing, and separation of administrator privileges.
OPTIONAL
Managed SOC, email filtering and phishing training, network segmentation, vulnerability scanning, and business continuity planning.
Before you change IT partner.
We already have someone in-house. Do we need you?
We often work alongside in-house IT, taking infrastructure, backup and second line so your person is not alone through holidays and sick leave. The split is agreed in writing.
Do you charge per ticket or a retainer?
A retainer against an agreed scope, so you have no incentive to avoid calling us. Work outside the contract is quoted separately and approved before it starts.
How quickly can you start?
The audit usually starts within two weeks of signing. Full handover completes after the stabilisation phase.
Do you support our ERP as well, or only the infrastructure?
Both, and that is the reason we exist. If your ERP is Soft1, its support goes into the same contract.
How many users, how many sites, what breaks most often?
With those three we can tell you what it costs and what changes.