Your outsourced IT department, with the response times in writing

Two situations, usually. The first is a company with nobody internal, where IT is handled by whoever is least busy and most willing, and the cost of that shows up as lost hours rather than as an invoice. The second is a team that outgrew one person doing everything — someone competent who now spends their week on password resets instead of the job they were hired for.

Either way the arrangement is the same: we are the IT department, reachable the way an internal one would be, with what we are responsible for written down rather than assumed.

• Helpdesk — Arabic and English, remote-first, for the day-to-day that stops somebody working.
• System support — servers, network, cloud and the applications your business actually runs on.
• Proactive monitoring — so that a disk filling up is a ticket on Tuesday rather than an outage on Friday.
• Patching and endpoint protection — applied on a schedule, reported on, not left to whoever remembers.
• Backup and recovery — with tested restores, because an untested backup is a belief, not a backup.
• Procurement and warranty — specifying and sourcing hardware and licences, handling warranty claims, and keeping an asset register so you know what you own.
• Onboarding and offboarding — a new starter has what they need on day one, and a leaver's access ends the day they leave rather than eventually.
• Service levels reported against — agreed by priority, measured, and shown to you.

1. Detect Either you tell us, or monitoring does. The second is cheaper for everyone and is the point of paying for it.
2. Triage Priority is assigned against the levels in your agreement, not against who asked loudest.
3. Fix Remotely where possible, on site where it is not, within the attendance times the contract sets.
4. Verify Confirmed fixed with the person who reported it, and recorded — so a recurring fault is visible as a pattern rather than as four separate tickets.

Managed support is a predictable monthly fee, set by your users, devices and sites. Everyday help never arrives as a surprise invoice — that is the whole point of the arrangement.

We do not publish rates, because a number without a scope behind it is a guess and you would be right not to trust it. Project work is quoted separately with the scope fixed up front, so it never arrives folded into a support bill.

Most support contracts we pick up come with an inheritance: undocumented systems, licences nobody can account for, and at least one thing everybody has learned to work around. We start by establishing what is actually there — as found, not as previously documented — and give you the list. What gets fixed first is your decision, made against costs rather than against our preferences.

We work with what you already own. If something genuinely cannot do the job we will say so and price the upgrade, but rip-and-replace is never the starting position.