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Managed service information and terms

How our ongoing managed services are scoped and agreed.

Monthly managed services

We provide ongoing managed IT and cyber security through an agreed business service contract. The signed proposal and service agreement confirm the scope, charges, minimum term, renewals, notice requirements and responsibilities. Those documents must be supplied before you accept the service.

Users, devices and sites

Coverage applies to the users, devices, applications and locations listed in your agreement. Specialist infrastructure and unsupported systems require an explicit scope. Onsite availability and any response commitment are agreed for your postcodes.

Hours and response targets

The agreement identifies staffed support hours, monitoring coverage, priority definitions and escalation arrangements. Initial response targets are distinct from resolution times. Automated monitoring is distinct from staffed out-of-hours response.

Microsoft subscriptions and Azure

Licences, billing commitments, renewal dates and cancellation restrictions are itemised before ordering. Subscription commitments may differ from the management service term. Azure resource and consumption charges are separate from Microsoft 365 Business Premium and management charges unless expressly stated otherwise.

Onboarding and change

Onboarding and Microsoft 365 expansion projects are scoped in support of an ongoing client relationship. The proposal identifies deliverables, dependencies, access, schedule, acceptance and any one-off project charges.

Security and recovery

Security responsibilities, incident response, backups and recovery testing are documented in the service agreement. No security product removes every risk. Any independent certification or assessor service is separately identified.

Payments and ending a service

Invoices, payment methods, changes in user counts, termination and handover follow the signed agreement. Ask us for that agreement and a written proposal before making a purchasing decision.

Switch with a clearer plan

Your handover
questions, answered.

Know what we support, what needs onboarding and how the change is planned.

Read the support requirements
Read the 90-day guarantee
Can you support our business and the devices we use?

Our focus is businesses with 5–200 staff. Standard IT support covers only devices that have completed onboarding into the agreed Microsoft management environment and are on the approved inventory. Covered hardware must be under three years old, supported computers must run Windows 11 Pro, users must use Microsoft 365 Business Premium, and the environment must meet the Cyber Essentials technical standard. We identify gaps before agreeing live support.

How do you take over from our current IT provider?

We review your current agreement, user and device inventory, Microsoft 365 tenant, domains, licences, backups and administrator access. We then agree the handover actions, owners and timing. Your people receive the new support route when the managed service goes live.

Will we have to change our email addresses or lose Microsoft 365 data?

A provider change does not automatically require new email addresses or a new Microsoft 365 tenant. We review ownership, access, licence commitments and the existing setup first. Any migration or configuration change is planned and scoped before it takes place.

Will the handover disrupt our business?

We identify dependencies and plan changes around your operations. If a change needs an interruption, we discuss the window and the affected systems in advance. We do not promise a disruption-free outcome before reviewing the environment.

What if our current provider cannot supply all the access or information?

We list the missing items and agree a route to obtain them through the authorised owner, existing supplier or relevant platform. We do not bypass ownership or access controls. Missing access and its effect on the handover are made clear before live support is agreed.

Do you support our specialist or third-party applications?

Third-party and line-of-business application support is excluded from the managed IT plan. Your software supplier handles application-specific faults. We identify the boundaries during discovery and document the Microsoft devices and services we will manage.

What if we are unhappy after switching?

Eligible managed IT support has a 90-day double your money back guarantee. It covers twice the qualifying IT support management fees paid during the first 90 days, subject to the published onboarding, device and licensing requirements. Hardware, licences, cyber security, projects, training and third-party application support are excluded.

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