We publish our service levels, our process, and how to leave us.
We do not publish our client list. ISO 27001, ISO 9001 and Cyber Essentials certified IT support. Remote wherever you are; on-site concentrated around Huntingdon.
Trading since
2016
From incorporation, not from the trading name before it
Certifications held
3
Numbers published, independently verifiable
P1 response target
1 hour
The same for every customer
Before you change anything
Send us your current bill and we will map it to our list, line by line.
No access to your systems, and no meeting. Send us the invoice from your current provider and we will tell you what each line buys, where it would sit with us, and where you are paying twice for the same thing.
You get that back whether or not you go any further with us.
Or start with your Microsoft 365 tenant
A written review of identity and conditional access, external sharing, licensing gaps and admin account hygiene. No obligation to buy anything, and you keep what we find either way.
What most IT providers will not put in writing
Four things we publish, and one we do not.
How we charge
What is charged per user, per device and per site. What is included, what is not, and what moves the number.
02Service levels
Response and resolution targets by priority, and the hours they run within.
03What happens when you call
Where the call goes, who picks it up, and when the clock starts.
04How to leave us
Notice period, what you get back, and what it costs. Written down before you sign.
The one we do not publish
Your name will not appear on this website.
We will not announce you when you sign, we will not post about your business, and we will not use your logo to win our next customer. If you want references, we will arrange a conversation directly, with permission each time.
Who we work with
This tends to work well.
- You want one provider accountable for the whole estate, rather than three suppliers pointing at each other.
- You would rather your systems were understood by a company than by one person, whoever that person is and however good they are.
- The requests are coming faster than they get dealt with, and things break more often than they get fixed.
- You suspect you have fallen behind — still running what worked five years ago, and not sure what it is costing you.
- Your security is weak, or you are not certain there is any, and you would rather find out from us than from an incident.
- A customer or insurer has started asking you security questions you cannot answer.
- You would rather read what something costs than sit through a discovery call to find out.
- You have outgrown whoever has been helping so far, and want something that scales with you.
Our customers typically run from a couple of people to around a hundred users, with a few larger than that. The service levels are the same for all of them, and so is the amount of attention.
Our on-site work concentrates within a few hours or so of Huntingdon, which is simply where we are. Remote support is not limited by geography, and a good number of our customers rarely need anyone in the building. Further out, get in touch anyway — we can still help.
Services
What we do.
- Managed IT support The day-to-day. Unlimited remote and on-site support for every managed device.
- Security and compliance Detection, response, and the evidence your customers are asking for.
- Microsoft 365 and cloud Identity, email, files and the permissions underneath them.
- Phones, lines and networks Connectivity, telephony and the equipment between them.
- Backup and recovery Backups that are tested, and a recovery time you have agreed in advance.
- Projects and procurement Migrations, office moves and hardware, scoped and quoted before they start.
- Using AI without leaking your business What Copilot can actually see, and what to fix before you turn it on.
Independently assessed
Certified to the standards we would ask of your suppliers.
ISO/IEC 27001:2022
An audited information security management system. An external body checks, every year, that we do what we say we do with information security: how we control access, how we handle incidents, how we vet suppliers, and how we prove it.
486222025
Cyber Essentials
The UK government-backed scheme covering five basic technical controls: how devices are configured, how they are patched, who holds administrative rights, what is exposed to the internet, and how malware is kept off.
84255d53-1dd5-452a-b453-7b69c98387d7
ISO 9001:2015
An audited quality management system. It governs how work is documented, how problems are recorded and corrected, and how the process is reviewed and improved.
486222025
These certifications cover Puzzle Technology's own systems and processes. They are not a statement about your infrastructure, though they are a fair indication of how we will look after it.
How we work
The operating model, written down.
- Raising a ticket Channels, triage, priorities and what happens outside hours.
- Onboarding Discovery, security baseline, credential transfer and handover, over 30 to 90 days.
- Leaving us Notice, your device and licence lists, credentials, DNS, domains and tenant ownership.
Talk to us
Standard cover is 09:00 to 17:00, Monday to Friday. Twenty minutes on the phone will tell you more than any amount of reading, and we will say honestly if we are not the right fit.