What does managed IT services actually include day to day?

On any given day, our managed IT service means your servers and network are being monitored 24/7 for performance and availability. Your staff can raise helpdesk tickets and get help. Patches are queued and applied on schedule. Any anomalies detected by our monitoring tools are investigated and resolved before they affect your team. At the end of the month, you receive a report showing exactly what happened and what we did about it.

How quickly do you respond to a critical incident?

For Priority 1 incidents — defined as a complete system outage or critical service failure that stops business operations — our SLA is a 15-minute acknowledgement and active engagement. Our NOC operates 24/7 and incident alerts are escalated immediately via automated paging. For Priority 2 (degraded but functional), our response time is 30 minutes. Priority 3 and 4 issues are handled within 4 hours and next business day respectively.

Do you support cloud and on-premise environments together?

Yes, hybrid is our standard. We manage on-premise Windows Server, Linux, VMware, and Hyper-V environments alongside Azure and AWS cloud workloads from a single monitoring platform. Our tools provide unified dashboards across all environments so we have full visibility regardless of whether a resource is in your server room or a cloud data centre.

What is the minimum contract length?

Standard managed IT agreements are 12-month contracts with monthly billing. We also offer 6-month agreements on Professional and Enterprise tiers for organisations that need a shorter initial commitment. Month-to-month is available on the Essential tier at a slight pricing premium. Longer 24 or 36-month agreements qualify for discounted rates.

Can you take over management of an existing IT environment?

Yes, and it is the most common way we start engagements. We begin with a 5-day discovery phase — auditing your current infrastructure, documenting all assets, installing monitoring agents, and interviewing key IT stakeholders. By day 6, we have full visibility into your environment and your staff can start raising helpdesk tickets. There is no dark period where your IT goes unmanaged.

What tools do you use for monitoring and remote support?

Our primary RMM (Remote Monitoring and Management) platform is N-central by N-able or Atera depending on environment size. For monitoring, we use Zabbix and Grafana. Remote access for support uses ScreenConnect (ConnectWise Control). All remote sessions are logged, recorded, and auditable.

Managed IT Services

Your IT, expertly managed.Around the clock.

Most businesses discover their IT is broken when their users tell them. Infraspine Managed IT Services flips that equation — proactive 24/7 monitoring detects issues before users notice them, structured helpdesk support resolves them fast, and monthly reporting keeps you in full control. All delivered under a fixed monthly cost with written SLAs.

99.9%

Uptime SLA Guaranteed

15 min

P1 Incident Response

90%

Downtime Reduction

24/7

NOC Coverage

Get a Managed IT Quote

A managed IT engineer monitoring business systems in a network operations centre

Managed IT operationsMonitoring active

Proactive care.
Around the clock.

Monitor. Respond. Keep your business moving.

An IT engineer maintaining the servers and network in a bright data centre

Proactive IT care

Always looking ahead.24/7 monitoring. One accountable team.

The business case

Less downtime.More peace of mind.

Give your team the freedom to focus. We keep your IT running with proactive care, predictable costs and support that takes ownership.

Catch issues before they interrupt work
Proactive monitoring helps your team keep moving.
Know what your IT will cost
One monthly plan, with clear service commitments.
Keep your business protected
Scheduled maintenance, security updates and expert support.

Infrastructure

Servers, networks & storage

Applications & cloud

Availability, Azure & AWS

Security & backups

Event alerts & backup jobs

Lifecycle tracking

Certificates & licences

What's Included in Managed IT Services

Six core service functions that together eliminate reactive IT and replace it with structured, measurable operations under one contract.

24/7 NOC Monitoring

Our Network Operations Center monitors every server, switch, router, application, and cloud resource in your environment around the clock. Automated alerting thresholds trigger immediate response workflows before users experience degradation. Every monitored component has a defined response runbook so our NOC engineers know exactly what to do the moment an alert fires — no time wasted diagnosing what tool to use.

Real-time threshold alerting for CPU, RAM, disk, and network
Automated runbooks for first-response actions
Server, network device, and cloud resource monitoring
Monthly uptime reports with incident timeline

Helpdesk & End-User Support

Multi-tier helpdesk covering every IT request your staff raises — from password resets and email configuration to complex system issues and software licensing. Reachable via phone, email, WhatsApp, and a web ticketing portal. Tier-1 agents handle the majority of tickets immediately; complex issues escalate to Tier-2 or Tier-3 engineers with full context already captured so your staff never have to repeat themselves.

Tier-1 to Tier-3 escalation paths
Under 15-minute first response on critical tickets
Remote desktop support for all Windows/Mac/Linux endpoints
Ticketing portal with real-time status tracking

Patch Management

Systematic monthly patch cycles covering Windows OS, Linux distributions, and third-party applications across all managed endpoints and servers. Patches are staged to a test group first, validated, then rolled out to production during agreed maintenance windows — eliminating unplanned reboots or application breakages during business hours. Emergency CVE patches are deployed within 24 hours of critical vulnerability disclosure.

Monthly patching on all managed endpoints
Test → Stage → Production deployment workflow
Emergency patch deployment for critical CVEs within 24 hours
Full patch compliance reporting per device

IT Asset Management

Complete visibility into every piece of hardware and software in your environment. From workstations and servers to licences and subscriptions, we maintain a live asset register with warranty expiry dates, installed software versions, end-of-life dates, and replacement schedules. At renewal time, we handle vendor negotiations on your behalf to ensure you are not overpaying for licences you no longer need.

Network-discovered asset inventory updated continuously
Software licence compliance and over-provisioning alerts
Warranty and support contract tracking
Procurement planning with vendor negotiation support

Incident & Problem Management

ITIL-aligned incident management from first detection to root-cause resolution. Every incident is logged, categorised by priority, and assigned a dedicated engineer. P1 incidents (complete outages) receive a dedicated war room response with 15-minute SLA. After resolution, a problem review identifies the underlying cause and implements a permanent fix — not just a workaround that leaves the next incident waiting to happen.

ITIL-aligned P1/P2/P3/P4 priority classification
P1 response under 15 minutes with dedicated engineer
Post-incident review with root-cause documentation
Problem management to eliminate recurring incidents

Monthly Reporting & Reviews

Transparent monthly performance reports covering uptime percentages, incident volumes, resolution times, helpdesk ticket analysis, patch compliance rates, and capacity trend data. Quarterly business reviews go deeper — reviewing infrastructure health scores, upcoming refresh requirements, and IT roadmap alignment. Every report is delivered in a format your leadership team can read without a technical background.

Monthly infrastructure health and SLA performance report
Incident volume trends and resolution time analysis
Capacity forecasting for storage, compute, and bandwidth
Quarterly business review with IT roadmap update

Managed IT Service Tiers

Three tiers designed to match your scale, coverage requirements, and budget — all backed by written SLAs.

Essential

Business hours helpdesk (8AM–6PM Mon–Sat)
Weekly patch deployment
Monthly monitoring reports
Email and phone support
Up to 25 endpoints managed

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Professional

Extended hours helpdesk (7AM–10PM)
24/7 NOC monitoring
Bi-weekly patch deployment
IT asset management
WhatsApp support channel
Up to 75 endpoints managed

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Enterprise

24/7 helpdesk and dedicated NOC
Emergency patch within 4 hours
Dedicated account manager
Quarterly on-site review
Full procurement management
Unlimited endpoints

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FAQs

Managed IT Services — Frequently Asked Questions

Honest answers to the questions businesses ask most before signing a managed IT agreement.

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Industry expertise

Explore the operational needs and technology priorities behind these industry solutions.

Managed IT Services

Your IT, expertly managed.Around the clock.

99.9%

Uptime SLA Guaranteed

15 min

P1 Incident Response

90%

Downtime Reduction

24/7

NOC Coverage

Get a Managed IT Quote

Managed IT operationsMonitoring active

Proactive care.
Around the clock.

Monitor. Respond. Keep your business moving.

Proactive IT care

Always looking ahead.24/7 monitoring. One accountable team.

The business case