Our Process

After you book a discovery call, we’ll ask a few questions about your current IT setup, business goals, and any pain points you’re experiencing.

If it looks like we’re a good fit, we’ll recommend the next step — usually a structured IT assessment so we can review your environment properly before making any recommendations.

Our goal is to keep the process clear, professional, and pressure-free.

We evaluate your IT setup by reviewing your devices, Microsoft 365 environment, network, backups, security posture, and how your users currently get support.

We also look for common risk areas like:

• weak security controls
• outdated hardware
• missing documentation
• unreliable backups
• unmanaged user access

This gives us a full picture of what’s working, what’s risky, and what can be improved.

Yes — if you’re switching providers, we can work alongside your current IT company to ensure the transition is smooth and your business stays fully supported.

We keep the process professional and focused on continuity, documentation, and security.
Our priority is avoiding downtime and making sure nothing gets missed.

Onboarding typically takes between 2 and 4 weeks, depending on the size of your business, the condition of your current IT environment, and how quickly access and documentation can be provided.

We’ll always give you a clear onboarding timeline upfront, so you know exactly what to expect.

In the first 30 days, we focus on stabilising your IT environment and setting strong foundations.

This usually includes:

• onboarding your users and devices
• setting up monitoring and patching
• reviewing security and backups
• documenting your systems
• resolving any urgent issues we discover

We aim to make your IT more reliable quickly — without disrupting day-to-day work.

We create and maintain secure IT documentation that covers your key systems, users, devices, network setup, and Microsoft 365 configuration.

This documentation is updated as your business changes and ensures:

• faster support
• better security
• easier onboarding/offboarding
• fewer recurring issues

Good documentation is one of the biggest differences between reactive IT and managed IT.

We use industry-standard managed IT tools to provide secure remote support, monitoring, patching, endpoint protection, and reporting.

This allows us to:

• detect issues early
• keep devices updated
• respond quickly
• provide consistent support
• improve security across your business

We also ensure our tools align with best practices for Microsoft 365 and modern cybersecurity.

We triage every request based on urgency and business impact.

Urgent issues (such as system outages, security concerns, or business-stopping problems) are prioritised immediately.

Everyday support requests (like password resets, printer issues, or setup requests) are handled promptly through our standard support process.

This ensures critical issues are dealt with fast — without your team being stuck in a queue.

You get access to a team of experienced engineers, supported by clear documentation and consistent processes.

That means:

• you’re not reliant on one person
• you always have coverage
• your environment is supported consistently

We also assign responsibility internally so you have clear ownership and accountability.

We track performance through service metrics, monitoring alerts, patching compliance, security status, and recurring issue trends.

We can also provide reporting that helps you understand:

• what we’re doing each month
• how your IT is improving
• what risks still exist
• what’s recommended next

This gives you visibility and confidence that your IT is being managed properly.

Clear, consistent communication is a core part of our IT support process.

You have direct access to our Service Desk throughout the working day whenever you need assistance. Every request is logged, tracked, and managed within our professional ticketing system — so nothing gets lost, missed, or forgotten.

You’ll also have access to your dedicated Account Manager. They act as your main point of contact for anything strategic, commercial, or service-related. Whether you need an update, guidance, or simply reassurance, you know exactly who to speak to.

All communication — across emails, tickets, updates, and engineer notes — is recorded and tracked within our system. This gives you:

• Full visibility of open and resolved issues
• Clear response timelines
• Accountability on every request
• A reliable history of support activity

The result is an IT support experience that feels organised, transparent, and easy to work with — without you having to chase for updates.