Managed Services
Managed Services are a model of IT service delivery where a third-party provider, called a Managed Service Provider (MSP), takes responsibility for a company's IT systems and operations—either fully or partially. This allows businesses to focus on their core activities while offloading the complexity and risk of IT management to experts.
📘 What Are Managed Services?
Managed Services involve proactive monitoring, maintenance, and support for IT infrastructure and end-user systems. Rather than waiting for things to break (the old “break/fix” model), MSPs prevent problems before they occur and ensure systems run optimally 24/7.
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24/7 monitoring of servers, workstations, and network devices
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Alerting, diagnostics, and automated fixes
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Remote and on-site support for user issues
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Tier 1–3 support models
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Endpoint protection, firewalls, phishing protection
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Incident response and compliance reporting
Regular backups, off-site/cloud storage, and recovery plans
Email hosting (e.g., Microsoft 365), cloud file storage, virtual desktops
Ensuring all devices and systems are up to date and secure
Configuration and monitoring of switches, routers, and Wi-Fi
Budgeting, IT roadmaps, audits, and technology alignment with business goals
About Us
Why Businesses Choose Managed Services
| Benefit | Details |
|---|---|
| Predictable Costs | Monthly billing helps control IT expenses |
| 24/7 Support | Ensures uptime, even after hours |
| Access to Expertise | No need to hire in-house experts for every tech area |
| Focus on Core Business | Reduces time spent managing IT internally |
| Stronger Security | Regular updates, monitoring, and compliance support |
| Scalability | Services can grow with the business without hiring delays |
Response and Resolution Times
Specifies how quickly the MSP will:
Acknowledge an issue (response time)
Fix or provide a workaround (resolution time)
Often prioritized by severity:
| Priority | Description | Response | Resolution |
|---|---|---|---|
| P1 | Critical (e.g., system down) | 30mins | 2 hours |
| P2 | High (major functionality loss) | 1 hour | 4 hours |
| P3 | Medium (non-urgent) | 4 hours | 1 business day |
| P4 | Low (general request) | 1 day | 3–5 days |