What does managed IT support actually include?

A managed IT contract covers four things for a fixed monthly fee. The first is end-user support — a helpdesk your team contacts when something is broken or unclear, with target response times in the contract. The second is proactive monitoring of servers, devices and core systems so we see problems before your staff do. The third is infrastructure management — patching, security updates, backup verification, licence renewals. The fourth is routine consultancy — quarterly account reviews, roadmap planning, advice when something new comes up. The intent is that IT stops being something you have to think about week to week.

How quickly will you respond when something goes wrong?

Response targets are written into the contract, not promised verbally. Critical incidents — a server down, email out for the whole company, ransomware indicators — are responded to within 30 minutes during business hours and have an out-of-hours escalation path on enterprise contracts. Standard issues are responded to within four working hours, with most resolved the same working day. We also publish the average over the previous quarter in your account review so the targets are not just numbers on a page.

We already have an internal IT person. Does managed IT replace them?

Usually not — the most effective arrangement is a partnership. Your internal person handles the things that need someone in the building and understands your business context. We provide the things one person cannot reasonably cover alone: 24/7 monitoring, second-line escalation, vendor management, security tooling, and cover when they are on leave or off sick. This avoids the single-point-of-failure that comes with one-person IT, without making them redundant.

We have ten staff. Is managed IT overkill for a business our size?

No — small businesses often gain the most from a managed contract because the cost of an outage is proportionally higher and there is rarely an internal IT resource to absorb the work. Our entry-level managed package is built specifically for SMEs of five to twenty users and includes the same monitoring, security and helpdesk a larger client receives, sized appropriately. Many of our long-standing clients started below ten users and scaled with the business.

How is the service priced?

Managed IT is priced per user per month, with a clear breakdown of what each tier includes. There are typically three tiers — Essentials, Standard and Enterprise — and you can mix tiers across your team if some users need more cover than others. Hardware, licences and one-off project work are separate and quoted in advance. We will not bring in surprise costs mid-month, and any change to the user count or tier is agreed before it is applied.

What happens if we want to end the contract?

All managed IT contracts run on a 12-month rolling term with a 90-day notice period. At the end of the contract or on notice, we hand over documentation, account ownership, passwords (via Keeper transfer), licence keys, network diagrams and backup access in a structured offboarding pack so an incoming provider — or your own team — can take over cleanly. Client data and intellectual property is yours throughout.

Managed IT Support Services

We take care of the IT, so you can focus on your business. Managed IT services in Cumbria and Dumfries enable you to concentrate on what matters most: your business. Corona IT Solutions will proactively manage, monitor and improve your IT systems, supporting your users and providing solutions to problems as soon as they arise, if not before they even become apparent.

View our case studies or get in touch to find out more.

Monthly IT Support Contracts

Our Managed IT services provide access to all the engineering expertise and services required to provide your business with a comprehensive IT department and to maintain your IT systems.

Additionally, the Managed IT support packages have a fixed based price with unlimited monitoring and maintenance. This includes all operating systems and other products that Corona IT has installed and agreed to maintain, provide advice and produce monthly reports.

Monitoring

Our service desk will monitor your key systems at all times.

If issues such as a system error, low disk space, hardware health warning occur then we are here to notify you and take appropriate action accordingly.

End User Support

Our skilled IT support team are on hand to provide remote monitoring and management:

Remote Desktop Support
Application Support
User Support

Infrastructure Management

This proactively managed IT Support includes:

Server Management
Windows Server Operating System
Router / Switch Management
Firewall Management
Wireless Access Points
NAS/SAN Devices
Backup / File Restore
Network Attached Device (Printer/Scanner etc)

Pay as you go support

What you need, when you need it.

Our service offers flexible payment service, where you can pay for just the amount you need, no more, no less. Also, whether remote or on-site, the flexibility of having medium and small business IT support ‘on demand’ is often the best way of ensuring businesses can resolve any situation. Just like that, you can get what you need, when you need it, without having to pay large sums of money up front. Clients only pay for the time taken to support their requirements through a simple ad hoc hourly rate.