How we work
The operating model, written down.
Three pages covering the whole relationship: how support works, how joining works, and how leaving works.
Most of what goes wrong between a business and its IT provider is a difference of expectation rather than a technical failure. These pages are an attempt to remove that difference before it costs either of us anything.
- Raising a ticket Where the call goes, how priorities are set, what happens outside hours, and what we need from you.
- Onboarding Discovery, security baseline, the remediation backlog, credential transfer and handover, over 30 to 90 days.
- How to leave us Notice period, what you receive, what it costs, and who to contact.
What we ask in return
One named person we can reach for decisions, reasonable notice for starters and leavers, and the ability to reach us when we need to reach you during an incident. We also ask that you tell us when something is not working rather than living with it.
Questions people ask
- Why publish how to leave before we have even signed?
- Because the answer tells you more about a provider than anything else on their website. A business that has written down how you get your data, credentials and domains back is a business that expects to be judged on the service rather than on how hard it is to go.
- Do you do quarterly business reviews?
- We would rather tell you something when we know it than hold it back for a slide in three months, so most of what a review would cover reaches you well before one. If you would rather have it gathered up into a fixed quarterly slot, say so early and we will build it into your package.
- How do you keep track of our environment?
- With tooling rather than memory. Monitoring, patching, licensing and hardware records feed into one place, so the picture of your estate is current rather than something we reassemble when you ask. Keeping that straight is our job and our cost; what you get out of it is a straight answer about your own kit without waiting for someone to go and look.
Talk to us
Twenty minutes on the phone will tell you more than any amount of reading. We will tell you honestly if we are not the right fit.