Support requests and incident ownership
Agree who accepts, categorises and resolves each request. Distinguish incident response, fulfilment and project changes, with service targets and exclusions recorded.
Practical IT operations support
Managed Services
Keep business technology supported with a clear operating model for monitoring, maintenance, user support and continual improvement.
Built around your needs
An accountable support model, built around your business
Define what is supported, who owns each system and how incidents move from first report to resolution. Build a service plan around your infrastructure, applications, locations and business hours rather than an assumed one-size-fits-all package.
Clear ownership
Document supported assets, responsibilities and escalation contacts.
Planned maintenance
Coordinate updates and routine checks around business operations.
Visible service delivery
Review incidents, recurring issues and agreed service measures.
Capabilities
A clearly defined service scope
Service desk & user support
Provide an agreed intake and escalation process for access issues, device problems and application questions.
Infrastructure & cloud operations
Scope administration and health monitoring for supported servers, networks and cloud resources.
Patch & maintenance planning
Schedule approved updates, maintenance windows and change reviews for in-scope systems.
Backup oversight
Review backup jobs and coordinate restore tests against agreed recovery requirements.
Asset & service documentation
Maintain service inventories, configuration notes, runbooks and support ownership records.
Service reviews & improvement
Review request trends, incident causes, capacity concerns and improvement priorities with your team.
Use cases
Designed for real operational needs
01
Growing businesses
Establish dependable IT support processes without building every specialist role internally.
02
Multi-site organisations
Coordinate branch support and common maintenance practices with clear local and central responsibilities.
03
Internal IT teams
Add operational coverage for agreed platforms while your staff focus on projects and business priorities.
Plan your rollout
Agree the details before you begin
We confirm requirements, dependencies and acceptance criteria with your team. The proposal sets out the included capabilities, integrations and responsibilities.
- Agree supported assets, locations, access permissions and exclusions.
- Define coverage hours, priority levels and escalation responsibilities.
- Set response targets and recovery objectives in the service agreement.
- Schedule service reports, review meetings and approved change windows.
How it works
From assessment to ongoing improvement
1
Assess
Review the environment, current support process and operational risks.
2
Transition
Document assets, establish access and agree runbooks and responsibilities.
3
Operate
Handle requests, monitor agreed systems and perform approved maintenance.
4
Improve
Review service measures and prioritise recurring issues and optimisation.
Connected workflows
Managed IT services and service desk management
Managed services coordinate ongoing technology support within a written responsibility model. Confirm systems, hours, channels and escalation routes before comparing service desk or infrastructure support proposals.
Cloud operations and recovery responsibilities
Scope monitoring, patching, backup oversight and recovery tests for the intended deployment. A cloud ERP subscription alone does not establish who operates connected devices or third-party systems.
Knowledge, change and service review
Maintain reviewed runbooks and track recurring issues and approved changes. A knowledge base or customer portal must be explicitly included rather than inferred from the term managed services.
Beyond the essentials
Reliable support starts with knowing who owns the next action.
Extend the service plan with clear request categories, controlled changes and an exit path that preserves operational knowledge.
Extended features
Go deeper into the way you work
Explore these extensions during discovery. Availability, configuration, integrations and service commitments are confirmed in your agreed scope.
Service catalogue and request ownership
Document common requests, required approvals and escalation destinations so users know how to ask for help.
Change and maintenance communication
Agree how proposed changes are reviewed, scheduled, communicated and checked after implementation.
Knowledge transfer and service exit
Plan documentation ownership, access removal and handover of outstanding work when service responsibilities change.
FAQ
Questions, answered
Is 24/7 support included?
Coverage is agreed in the service plan. Business-hours support and extended or around-the-clock coverage can be discussed; availability and response targets are not assumed.
Can you work alongside our internal IT team?
Yes. A co-managed arrangement can define which requests and systems DO ALL handles, when your team is involved and who approves changes.
What is included in the monthly service?
The proposal lists supported systems, routine activities, coverage hours, reporting and exclusions. Projects, licences, hardware and third-party charges are identified separately where applicable.
Do you guarantee recovery times?
Recovery objectives depend on the systems, backup design and dependencies. Any contractual targets are agreed after assessment and validated through appropriate tests.
How does onboarding work?
Onboarding covers an inventory review, access approvals, support contacts, documentation and a transition plan. The schedule depends on the size and readiness of your environment.
How are service priorities assigned?
Agree criteria based on business impact and urgency, with examples for critical outages and routine requests. Review disputed priorities through a defined escalation path.
Who approves infrastructure changes?
Name authorised customer approvers and specify standard, normal and emergency change paths where appropriate. Retain the decision and validation record.
What happens when the service arrangement ends?
The agreement should define handover materials, access removal, outstanding tickets and any transition assistance. Confirm ownership of documentation and credentials in advance.
Client feedback
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Feedback is sent privately to the DO ALL team by email. Public review publishing is currently paused.
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Build the right service plan for your business
Share your environment, priorities and coverage needs with our team.