Outsourced IT department on a monthly contract
A named engineer is responsible for your environment, backed by our full engineering team. Response times, scope and ownership of the documentation are set out in the contract, in a form your head office can review.
What the monthly fee covers
The fee covers day-to-day operation of the agreed environment. The exact scope, with a device list, is fixed in the contract on the basis of the audit, so it is clear to both sides what is included.
- Monitoring with Zabbix for servers, network devices and backups, so many problems are spotted before they stop work.
- Ticketing with FreeScout: every call and email becomes a ticket, so you can always see who reported what and what happened next.
- A monthly report built from the tickets, which can be forwarded to head office as it is.
- Scheduled installation of operating system and server security updates.
- Backup checks: we monitor backup status in operations and schedule test restores as agreed in the operations contract.
- Joiners and leavers: accounts, permissions and devices.
Written response times
Response times are part of the contract. Accounting and audit firms get a tighter response during filing season.
| Case | What it covers | Response time |
|---|---|---|
| P1: outage | A server-level or office-level failure that stops several people working | 4 hours, within business hours |
| Single-user issue | A problem affecting one person, such as one PC or one monitor | Next business day |
| P1 in filing season (1 January to 31 May) | Server-level or office-level failure at accounting and audit firms | 2 hours within business hours, on site the next business day |
Response time means that within this time an engineer starts working on the issue and tells you the next step. It is not a resolution time: how long a fix takes depends on the fault. Business hours are defined in the contract.
On-call cover and response-time credits
The base contract covers business hours; night and weekend cover is available as a separate option, quoted individually if your operations need it.
We track response times from the tickets; once ticket-based measurement is automated, we will also look at service credits for missed response times.
How it starts
Free IT quick check
Network discovery and a sample of servers and two or three workstations, read-only. A one-page written report within 48 hours.
IT audit
Starts within 3 business days, written report within 7–10 business days. It doubles as the handover documentation, which you own.
12-month contract
Becomes open-ended after 12 months. One twelfth of the audit fee is credited each month; on early exit the credit stops, with no exit fee.
Price
We set the monthly fee to fit your environment, because devices, servers, sites and on-site needs differ between offices. After the quick check or the audit we send an itemised quote within 3 business days.
Tailored quote within 3 business days
The quote starts from a free quick check, whose written report stays yours whatever you decide.