How we work
The same six stages on every engagement, whether it is a two-week reporting build or a full managed agreement.
Discovery call
A 30-minute conversation with Daniel or a senior engineer. We ask what is breaking, what it costs you and what you have already tried. No slide deck.
Assessment
One to two weeks on site and remote. We inventory hardware, licences, backups, security posture and the workflows that depend on them, then write it down.
Findings & proposal
A written report with prioritised findings, a fixed-price proposal and, where relevant, the option to do nothing. You keep the report whether or not you hire us.
Onboarding
Monitoring agents, documentation, credential handover into your vault, and introductions to the engineers who will answer your calls.
Delivery
Work runs in two-week increments with a short written update at the end of each. Change requests are priced before they start, never after.
Review & improve
Monthly service reports and a quarterly review meeting covering incidents, spend, upcoming renewals and the next twelve months.
What we commit to in writing
| Priority | Definition | First response target | Update cadence |
|---|---|---|---|
| P1 — Critical | Business stopped: no email, no network, no production system | 30 minutes | Hourly until resolved |
| P2 — High | A team or department blocked, workaround available | 2 business hours | Twice daily |
| P3 — Normal | Single user affected, work can continue | 1 business day | Daily |
| P4 — Scheduled | New equipment, onboarding, planned changes | 2 business days | At each milestone |
Targets apply to managed support clients during published business hours (Monday to Friday, 8:30 AM to 6:00 PM Central). P1 incidents are covered outside those hours through the on-call line. Actual performance against these targets is published in your monthly report.
You will always know where a job stands.
Tickets can be raised by email, by phone or through the client portal. Every ticket gets a human acknowledgement, not just an automated number, and the engineer who picks it up stays with it until it closes.
For projects, you receive a short written update every second Friday and a demo of anything we have built. If a date is going to slip, you hear it from us before the date, in writing, with the revised plan attached.
- Named lead engineer plus a documented backup
- Escalation to the delivery manager after two missed targets
- Direct mobile access to the owner on P1 incidents
- All commitments and changes confirmed by email
Want to see a sample assessment report?
We will send a redacted example from a comparable client so you know exactly what you are buying before you commit.