Managed IT support and IT support services for UK businesses
Our managed IT support and IT support services give UK businesses a UK-based helpdesk, remote fixes, on-site engineers, proactive monitoring and clear SLAs.
What a managed IT support contract actually covers
Most IT issues are small but disruptive. A user can't sign in, a printer won't print, a meeting needs a screen share. Telappliant's IT support service exists to make those problems disappear quickly so your team gets back to work.
First-line support is UK-based with named ticket owners. Phone, portal and email all create tickets in the same queue, with rapid triage and clear SLAs by severity. Most issues are resolved on first contact.
Remote resolution covers most issues - over 80% of tickets are fixed without a site visit. For hands-on work, we have engineers across the UK with NBD cover as standard and 4-hour cover for critical sites.
Proactive monitoring catches problems before they become tickets - failed backups, low disk space, security alerts, certificate expiries. The reactive load stays manageable because the preventable issues never reach the helpdesk.
Account management runs alongside support. Quarterly business reviews look at trends, projects, risks and budget so support is part of a wider IT strategy, not a series of tickets.
What we watch and support
The capabilities included as standard with this service.
Multi-channel helpdesk
Phone, portal and email all create tracked tickets.
Remote resolution
80%+ of issues fixed without a site visit.
Named ticket ownership
One engineer owns the ticket through to resolution.
Severity-based SLAs
Critical, high, medium, low with clear response and fix targets.
On-site engineers
NBD as standard; 4-hour cover for critical sites.
Quarterly business review
Trends, projects, risks and budget reviewed with TAM.
What happens when something breaks
Phone, portal and email all land in the same queue. The route is the same whether a laptop will not boot or a server has fallen over.
- 01
Triage and severity
The ticket is given a severity there and then, which sets the response and fix targets. You are told the severity, not left guessing where you sit in a queue.
- 02
A named engineer owns it
One person owns the ticket through to resolution. Most issues are fixed on first contact, and more than 80% are resolved remotely without a site visit.
- 03
On site if remote will not do it
Next business day across mainland UK as standard, four-hour cover on critical sites where that is in your contract.
- 04
Closed, then prevented
Recurring tickets feed the monitoring and the quarterly review, so the same fault stops coming back rather than being fixed faster each time.
Standard helpdesk hours are 8am to 6pm UK time. Monitoring and critical-incident cover run around the clock.
Who is responsible for what
We are accountable for
- Responding and fixing within the severity targets in your contract
- Monitoring endpoints, servers and core services and acting on the alerts
- Patching, onboarding and offboarding to an agreed process
- Keeping documentation and the asset register current
- A quarterly review with a named account manager, covering trends, risk and budget
You are responsible for
- Raising tickets through the helpdesk rather than individual engineers
- Hardware refresh and Microsoft licensing decisions
- Approving work that needs downtime or spend outside the contract
- Telling us about starters, leavers and new sites in advance
What is not included
- Hardware and licences
- We specify, procure and manage them, but the cost of laptops, servers and Microsoft licences sits outside the per-user fee.
- Projects and migrations
- A tenant migration, an office move or a server replacement is quoted as a project. Bundling that into a support contract only hides the cost.
- On-site visits outside the SLA
- Visits beyond your agreed cover level are chargeable, and we tell you before an engineer travels.
- Applications we do not administer
- We support your people using a third-party line-of-business system, but we cannot fix defects inside software we do not control.
How businesses use us
Common scenarios where this service delivers measurable value.
Standalone IT support
Full IT support for businesses without internal IT.
Augmenting internal IT
L1/L2 offload for internal teams.
Multi-site coverage
Consistent service across multiple offices.
Hybrid workforce
Support remote users and home setups.
What you can expect to pay
Typically £30 - £60 per user / month
Indicative range for fully managed UK helpdesk and monitoring. Final price depends on user count, device mix, on-site cover and SLA.
Indicative UK list pricing. Final quote depends on user count, sites, integrations and contract length. All prices exclude VAT.
- Unlimited remote helpdesk and named ticket ownership
- 24/7 monitoring of endpoints, servers and core services
- Patch management and standard onboarding/offboarding
- Quarterly account review with a named TAM
- Hardware and Microsoft licences
- Major projects and migrations
- On-site engineer visits outside SLA
Common questions
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Talk to us about managed it support and it support services for uk businesses
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