What it is
A contract for day-to-day IT infrastructure operations. Covers the routine: user support, server monitoring and patching, backups, asset inventory, incident response.
What’s included
- User support: tickets via email, messenger, phone. Response times and SLAs are written into the contract.
- Server infrastructure: 24/7 monitoring, software updates, configuration audits, incident triage.
- Networks and access: VPN, firewalls, corporate email, single sign-on into your systems.
- Backups: backup plan, regular restore tests, off-site storage.
- Inventory and documentation: up-to-date equipment registry, configuration notes, runbooks for common tasks.
- Monthly report: what was done, what incidents occurred, what we recommend improving next month.
How we work
One account manager with engineering background runs the client end-to-end. We don’t bounce tickets between support tiers — if a request lands with us, we close it. Every change is documented: what was done, why, how to revert.
For non-routine work (migrations, rollouts, disaster recovery) we add a project team on top of the retainer — without disrupting day-to-day support.
When you need this
- A 10–250-user company where a full-time sysadmin is overkill, but a single helpdesk hire isn’t enough.
- You want predictable IT cost and a single accountable person — not a per-hour vendor.
- You already have an in-house admin and need a second tier plus help with the backlog they never get to.