Give your team reliable support without the cost and complexity of an internal IT department.
Included support
- Remote helpdesk for users
- Device monitoring and maintenance
- Operating-system patch management
- New starter and leaver administration
- Software and supplier coordination
- Regular service reporting
A proactive service
We resolve day-to-day issues while monitoring recurring problems, device health and opportunities for improvement.
Clear boundaries
Support hours, response targets, included work and escalation arrangements are agreed before onboarding.
Who managed support is for
This service is for organisations that need a reliable point of contact for everyday IT problems and a clearer way to manage the devices and accounts their teams depend on. It can cover routine user support, device maintenance, operating-system updates and starter or leaver changes within an agreed support plan. We establish what is already supported by software vendors or another supplier, so issues can be routed to the right party.
How onboarding works
We start by reviewing your users, devices, Microsoft 365 environment, current suppliers and recurring support problems. We then agree the support hours, the channels for raising requests, who can approve access changes and which systems are in scope. Where existing support is being transferred, we plan the handover and identify missing documentation or access before relying on it. Credentials should be exchanged through an agreed secure method, never sent in a public contact form.
The starting inventory helps us identify device health and patching needs, account ownership and any urgent risks that require a separate decision. The agreed plan records responsibilities, response targets and escalation routes; it is the reference point for ongoing support.
From request to resolution
A user reports an issue through the agreed support channel. We confirm the impact, identify whether the problem is with a device, account, connection or third-party service and record the next action. Routine problems can often be handled remotely. Where a vendor, onsite visit, new hardware or project work is needed, we explain the proposed route and any separate cost before it proceeds.
Regular reporting can show recurring issues and work completed, helping you decide what needs a lasting fix. For a starting conversation about your current setup, see the IT Health Check. To compare the published inclusions and starting prices, see Support Plans.
Managed IT support questions
Are Microsoft 365 licences included?
No. Licence charges are quoted separately. Routine Microsoft 365 administration appears in the published support plans; specialist tenant security and Copilot readiness can be scoped with Kilwhiss 365.
Do you offer onsite help?
Onsite visits are quoted separately. The plan sets out the remote support coverage and how an onsite requirement would be handled.
What response time should we expect?
Response targets and support hours are agreed before onboarding and recorded in your proposal. The published plan prices do not themselves establish a universal response-time guarantee.
Are backups part of every plan?
Backup coverage depends on the chosen plan and systems in scope. The IT Secure plan lists Microsoft 365 backup; Fully Managed also includes backup and recovery planning. Other backup needs can be reviewed through Backup & Business Continuity.