Managed Services.

Day-to-day operation of your IT estate under one contract: application management for ERP such as SAP, D365 and Oracle, CRM such as Salesforce and Dynamics, plus custom applications; cloud, on-premise and hybrid infrastructure; a multi-channel service desk; network and security operations including NOC and SOC; and database administration covering performance, backup and disaster recovery.

Three tiers with defined handover points. L1 takes the contact, triages against a known-error database and resolves routine issues. L2 handles functional problems, configuration and application behaviour. L3 handles deep technical defects, code fixes and vendor escalation. Each tier has its own response and resolution target, and unresolved tickets escalate automatically rather than waiting on a person.

Targets are set by incident priority, agreed in the service schedule before go-live, and measured per ticket. Critical outages get the shortest response window and continuous work until service is restored; lower-priority requests run to longer windows. Coverage is 24 by 7 with proactive monitoring, and attainment is reported monthly alongside continual service improvement actions.

In phases: discovery and documentation of the estate, knowledge transfer with the incumbent, shadow operation where we run alongside them, then a cutover into primary support with an agreed hypercare period. Runbooks, known errors and monitoring thresholds are captured during shadowing so nothing depends on the outgoing team's memory after cutover.

Named, least-privilege access to the systems in scope, your ITSM tool or ours for ticketing, monitoring agent deployment rights, and access to change and release processes. You also nominate a service owner for governance. Where you hold vendor support contracts we operate them under your entitlements rather than replacing them.

One contract and one point of accountability across applications, infrastructure, service desk and ERP support, which removes finger-pointing between suppliers. We hold ticket ownership end to end even when a fix depends on a third-party vendor, coordinating their escalation and reporting the outcome to you in the monthly service review.