Support and infrastructure services
Delivered under named accounts, with a change record you hold and can read at any time.
Managed IT Support
Day-to-day support across workstations, servers, networks, and cloud services, with every change logged against a named engineer and readable by you.
Infrastructure Management
Server, network, and platform administration under a documented agreement, including patching, monitoring, and capacity planning.
Cloud and Identity
Microsoft 365, directory, and identity administration, with tenant ownership and account creation held by you throughout.
Environment Documentation
Recording how systems are configured and connected. Available as a standalone engagement for organizations keeping support in house.
Backup and Recovery
Backup design and scheduled restore testing carried out with your team present rather than reported to them.
Transition and Handover
Taking an environment on from another provider, or handing one over, with documentation and change history intact.
What actually goes into it
Configuration changes
Any adjustment to server, network, firewall, or application configuration, with the previous value recorded alongside the new one so the change can be reversed without guesswork.
Permission and access changes
Accounts created, modified, disabled, or removed, and any change to group membership or administrative rights, including the request or authority behind it.
Patching and updates
What was patched, on which systems, and when, including updates deferred and the reason for deferring them.
Changes made outside a ticket
Routine maintenance, adjustments made during other work, and issues corrected in passing. This is the category that most commonly goes unrecorded.
Our own errors and corrections
Mistakes made and fixed are written up in the same log, with the same detail, on the same day.
Vendor and third-party changes
Changes made by a software vendor or third party in your environment, where we are aware of them, so the record is not silently incomplete.
What buyers ask about the model
Why will you not use our existing admin account?
Because a shared credential makes attribution impossible. Your own logs would record that something changed without recording who changed it, which removes the value of having logs.
Can we revoke your access?
At any time, without notice to us, because the accounts are created and held in your directory rather than ours.
What if an engineer forgets to log a change?
It is treated as a fault and corrected, and the monthly review compares the change record against directory audit logs to catch omissions.
Does this slow things down?
Marginally, yes. Writing up a change takes a few minutes per change, and that cost sits in our fee rather than being passed on as a longer resolution time.
Can we take the record with us?
It is already yours. It lives in your documentation, not in a platform we control.
Do you support environments you did not build?
Yes, and most of ours were inherited. Discovery exists precisely for that.
Windows, escalation, and who answers
Maintenance windows are agreed rather than assumed. Patching, reboots, and anything carrying a risk of interruption run inside a window you have approved. Where something genuinely cannot wait, we call before acting rather than afterwards.
Escalation contacts are in your agreement from day one. That includes direct details for the manager above the engineer holding your account. You should not have to discover who to call while something is failing.
On call is rotated and published. Out-of-hours cover runs on a schedule agreed in advance, and the engineer covering your environment has worked in it before. We do not staff overnight cover with people seeing a client for the first time.
Project work is quoted separately. Migrations, office moves, and rollouts are fixed-price engagements agreed before they begin, rather than appearing as an unexplained increase to a monthly figure.
We will decline work that should go elsewhere. Specialist application support, regulated environments outside our experience, and work requiring certifications we do not hold are referred on, and we take nothing for the referral.