Capability
Managed support and end-user computing
The operational layer your users judge you on. We take ownership of the estate and report against service levels, rather than responding to tickets in isolation.
Service desk and end-user computing
First and second line support, device lifecycle from procurement to disposal, imaging and enrolment, application packaging, patching, and joiner-mover-leaver processing.
- Follow-the-sun coverage where the contract requires it
- Microsoft Intune, Configuration Manager, Jamf and Entra ID
- ServiceNow, Jira Service Management and Freshservice
Hardware support
Diagnostics, component-level repair where economically sensible, spares pool management, RMA handling and warranty recovery, with reporting on failure rates by model.
- Desktop, laptop, thin client and peripheral estates
- Rugged, retail and point-of-sale devices
- Data centre smart hands and structured cabling
Field engineering
Dispatch-based engineers for installations, swaps, break-fix, audits and decommissioning, booked per ticket or held on retainer for continuously covered sites.
- Same-day dispatch in covered metropolitan areas
- Multi-site rollouts with a single coordination point
- Site surveys and as-built documentation
Hardware logistics
Sourcing, staging, configuration, cross-border shipment and customs documentation, together with reverse logistics including secure wipe and certified disposal.
- Configured and asset-tagged before dispatch
- Import documentation handled in region
- Certificates of erasure and destruction on request
Service levels
How support is measured
Targets below are our standard commercial offer. Priority definitions and any variation are agreed in the service schedule before the contract is signed.
| Priority | Definition | Response | Target resolution |
|---|---|---|---|
| P1 — Critical | Business-wide outage or a site unable to operate | 15 minutes | 4 hours |
| P2 — High | Department or key function significantly impaired | 30 minutes | 8 business hours |
| P3 — Medium | Individual user blocked, workaround unavailable | 4 business hours | 2 business days |
| P4 — Low | Request, query or scheduled change | 1 business day | 5 business days |
Service credits apply where agreed targets are missed. Credit structure is set per contract.
Estates are easier to quote than they look.
Send device counts, site counts and your current ticket volume. We will come back with a service model and a price.