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Managed IT & Support

Managed IT services

One accountable provider monitors, manages, supports and secures your systems and users under a written agreement, with 24/7 monitoring and support for a fixed monthly fee, so your people can focus on their work.

Discuss your project How the work is delivered

A good fit if

  • You have no IT staff, or one person stretched across support, projects and security.
  • IT problems keep interrupting work, and nobody fixes causes, only symptoms.
  • You want IT costs you can budget for, and one party coordinating your vendors.
  • You handle personal or regulated information and need IT run to a documented standard.

What is included

  • Onboarding assessment and inventory of devices, users, applications, licences
  • 24/7 monitoring of servers, network, endpoints and key cloud services
  • Help desk by phone, email and portal, P1 to P4
  • Patching for operating systems and supported third-party applications
  • A named vCIO, plus a concierge as your single contact
  • Vendor assistance, authorised procurement, and network, domain and SSL management

What this service is

Instead of one IT hire, you get a team with help desk, networking, cloud, security and strategy skills, and 24/7 monitoring and support for managed-service clients, including evenings, weekends and holidays. Two models: fully managed IT (everything in scope for a fixed monthly fee) and co-managed IT, extending your internal team.

Core services in every agreement

vCIO

Strategy, budgets, account reviews, IT roadmap; see IT consulting.

Concierge

One contact for service, invoices and account questions, linking vCIO and service team.

Client management tools

PSA, ticketing, CRM, RMM, documentation and data privacy tools for consistent IT.

Vendor assistance

Tickets opened and escalated with hardware, software, cloud, internet, telecom, printer and courier vendors; approved access granted.

Procurement

Genuine business-class equipment from authorised channels: configured, registered, licensed, under warranty.

Network management

Monitoring, administration, reporting, domains, SSL, remote or on-site fixes; see network services.

Extra locations add network management and vendor assistance charges.

More detail on the core services
  • Concierge: also handles questions about the technology behind decision-making, collaboration, productivity, compliance, business continuity, security and efficiency.
  • Client management tools: also include communication and notification tools.
  • Vendor access: with your approval, for example assigning an IP address for a copier or security camera, or allowing network traffic for a vendor's service.

Why it works

We run IT to architecture and lifecycle standards your vCIO reviews. Patched, monitored, documented systems break less, users get quick help, costs stay predictable and breach, ransomware and legal risk drops (see cybersecurity). We also cover help desk, implementation, consulting and field support, explain Nigeria Data Protection Act 2023 (NDPA) duties in technical terms (not legal advice), and plan for power cuts and link failures with UPS, backup power and a second internet connection.

Best for organisations investing strategy and budget in IT:

  • Accounting and legal
  • Finance and insurance
  • Real estate
  • Consulting
  • Manufacturing
  • Healthcare
  • Education
  • Hospitality, tourism
  • Distribution, retail
  • ISPs
  • HR firms
  • Non-profits

Several sites, shifts or remote staff? Tell us at discovery and we plan support and cover around them.

Delivery

How the work is delivered

Nothing is taken over before it is understood.

  1. Discovery

    We meet leadership and key users, review your systems and agree what the agreement covers.

    Output: Scope summary and proposal.

  2. Onboarding assessment

    We document devices, users, applications, vendors, licences and backups, and flag urgent risks.

    Output: Environment documentation and risk list.

  3. Stabilise

    We deploy monitoring and management agents, bring patching up to date and fix urgent risks.

    Output: Baseline report of what changed.

  4. Run and improve

    Daily support, monitoring and maintenance begin, with regular business reviews with your vCIO.

    Output: Monthly reports: tickets, patches, backups, risks.

Scope at a glance

Not included unless agreed

  • Hardware, licences and projects (moves, rollouts, migrations): quoted separately
  • Personal devices or unsupported systems, unless agreed in writing
  • Legal, privacy or compliance advice; technical implications only

What we need from you

  • Admin access to systems, cloud tenants and network equipment
  • Named change and purchase approver; our agents on devices
  • Vendor and licence records, documentation, software vendors' support contracts

Before handover

  • Environment documented in our tools; a copy is yours on request
  • Approved changes (emergencies explained afterwards); covered backup restores tested on schedule
  • If you leave: orderly transition with credentials and documentation

What affects the cost

  • Users, devices and locations covered
  • Servers, cloud tenants and business applications
  • Security and compliance needs: health, financial data
  • On-site needs and the environment's starting condition

No package prices: estimates in naira from an agreed scope, taxes shown separately.

Questions buyers usually ask

What does "fully managed" include?

Everything named in your agreement, which lists exactly what is covered. That means the six core services above, plus help desk support and maintenance.

How is it priced?

A fixed monthly fee, usually based on users, devices and locations. Covered work, such as fixing an in-scope network outage or failed server, is not billed separately. Estimates in naira (or US dollars where a licence or service is priced in dollars) follow discovery; hardware, licences and projects are quoted separately.

How quickly do you respond?

Matters run from P1 (for example, a major server or cloud outage) to P4 (a password reset). Response targets per priority are set in your service agreement, not promised in general terms.

Do you provide on-site support?

Most issues are fixed remotely, which is usually faster. When someone must be there in person, we arrange a visit as your agreement describes.

Spending too much time on IT problems?

Tell us about your organisation, your systems and what keeps going wrong. We will reply to arrange a discovery conversation.

Discuss managed IT