Managed IT · Co-Managed IT Services
Keep your IT team and the institutional knowledge that comes with it — and add the coverage, tooling, and specialist depth that are unreasonable to hire for. We work as a second shift and a bench, under a boundary you define.
80 / 20
Our answer standard: 80% of help-desk calls answered by a live engineer within 20 seconds
70–75%
First-contact resolution target — most issues finished on the first call
24×7×365
Coverage that doesn't stop at 5pm, on holidays, or while your team is on leave
Co-managed IT is a shared model: your in-house team keeps ownership of the systems and the business relationships, and an external provider supplies the coverage, tooling, and specialist skills around them. Responsibilities are split deliberately and written down, rather than duplicated or assumed.
Nobody outside your company understands your applications, your users, and your priorities the way your own IT staff does. Co-managed keeps that knowledge in place and stops it walking out the door when one person resigns.
Overnight and weekend coverage, a security operation, and specialists in cloud, network, and identity are expensive to staff for a single company. Shared across many, they're affordable for all of them.
Before anything starts, we agree in writing who owns what: which queues we take, which systems we touch, what we escalate, and what we never change without your approval. Ambiguity is what makes co-managed fail.
Coverage can expand during a hiring gap, a migration, or parental leave, then step back when your team is whole again. The model is designed to move, not to lock you into one shape.
Most co-managed relationships divide along the same seams. These are the ones our customers pick most often — combined in whatever way suits your team.
Your team runs business hours; we take nights, weekends, and holidays with the same tooling and documentation, so tickets don't restart when they hand over.
Password resets, onboarding, and routine requests come to us so your engineers get uninterrupted time for projects and the work only they can do.
A 24×7 SOC watching endpoints, identity, network, and cloud, with containment under playbooks you approve — the function that most in-house teams cannot staff around the clock.
Cloud architecture, network design, identity, and compliance expertise available when a project needs it, instead of a permanent hire you only need twice a year.
Monitoring, patching, backup, and ITSM platforms included and operated — tools your team gets to use directly, not a black box we keep to ourselves.
The runbooks, diagrams, and asset records most internal teams never get time to write, maintained as part of the service and owned by you.
The numbers we hold ourselves to, measured and reported to you each period rather than quoted once during a sales call.
80% of inbound help-desk calls are answered by a live engineer within 20 seconds. Not an auto-attendant, not a callback queue: a person who can start work on the problem.
Roughly three in four issues are resolved on the first contact, without a callback or a second engineer. It's the single best measure of whether a desk is actually staffed by people who can fix things.
For the services and platforms we operate on your behalf. Transport-level SLAs for connectivity and SD-WAN are stated separately on those pages, because they measure a different thing.
Co-managed means shared tooling, not a curtain. Your engineers work in the same systems we do.
Device health, patch status, and alerting across endpoints and servers, visible to your team with the same detail we see.
Detections, investigations, and response actions from our SIEM and 24×7 SOC, with the evidence trail attached to every case.
Immutable backup with tested restores and documented recovery points, reported rather than assumed.
One queue both teams work, with volume, backlog age, ASA, FCR, SLA attainment, and reopen rates in every report.
Four weeks is typical from first conversation to full coverage, and nothing moves until the boundary is agreed.
We review your environment, ticket history, and tooling with your IT lead — and identify the gaps worth closing rather than the ones that sell the most hours.
A written responsibility matrix: which queues and systems we take, what we escalate, what needs your approval, and who is named on both sides.
Tooling deployed, documentation built, runbooks written with your team, and a pilot period on a subset of queues before anything is switched over fully.
24×7 operations with monthly reporting against ASA, FCR, and SLA attainment, plus a quarterly review with your IT lead to adjust the split as your team changes.
Shared operations still have to produce single, coherent evidence. We work inside the frameworks you're held to.
Co-managed IT is a shared support model: your in-house IT team keeps ownership of systems and business relationships, while an external provider adds coverage, tooling, and specialist skills around them. The split of responsibilities is agreed in writing, so both sides know exactly what they own.
In fully managed IT, the provider owns the whole function. In co-managed, your team stays in charge and we fill specific gaps — after-hours coverage, tier-1 overflow, security operations, or specialist projects. The tooling and reporting are the same; what differs is who holds the pen.
No, and a co-managed engagement that quietly heads that way isn't working as designed. Our customers use this model to keep people they value while removing the parts of the job that burn them out — 3am alerts, holiday cover, and work that needs a specialist they'd rather not hire full time.
Usually not. We work in your existing stack wherever it's sound and add ours where there's a gap, and your engineers get full access to anything we bring. Where we do recommend a change, it comes with the reason and the cost, and it's your decision.
Per user or per device for the ongoing coverage, with any project work quoted separately and agreed in advance. Pricing follows the scope in the responsibility matrix, so it changes only when the scope does — there's no per-incident billing that punishes you for a bad month.
80% of calls answered by a live engineer within 20 seconds, a first-contact resolution target of 70–75%, and 99.95% availability for the services we operate. Response and escalation targets for incidents are set by severity in the agreement, and every figure is reported to you each period.
We deliver the controls and evidence that make your audits possible — hardening and operating practices aligned to the frameworks your assessors and customers recognize.
Tell us your stack and priorities — we return scope, ownership, and a plan.