Managed IT support from DMS includes remote helpdesk access Monday to Friday, 8am to 5pm, continuous RMM monitoring of your devices and infrastructure, and on-site engineer visits where issues cannot be resolved remotely. Cybersecurity tools and backup solutions are available as add-ons, allowing you to build a package around your organisation’s specific requirements.

You can log a support request by phone, email, or through the client portal. Calling the main line and selecting the support option connects you directly to the helpdesk. For non-urgent issues, email and portal logging are available. All requests are tracked and responded to in line with your agreed SLA.

Response times should be tiered by severity. For complete system failure: phone response within 30 minutes, remote diagnosis within 60 minutes, on-site engineer within 4 working hours. For loss of service affecting multiple users: phone response within 60 minutes, remote diagnosis within 2 hours, on-site by next business day if needed. For non-critical issues: phone response within 4 hours, on-site within 2 working days if required.

A complete system failure means no IT service is available to any users — a total outage. Loss of service covers specific services failing for large numbers of users, such as email or file access going down. Non-critical covers issues affecting individuals or small groups. Your SLA tier determines the response commitment for each scenario.

Managed IT support suits organisations from 5 to 500 users. The service is built to scale — whether you’re a small business with no internal IT resource or a larger organisation looking to supplement an existing in-house team.

For organisations not transitioning from another IT provider, onboarding typically takes around 14 days from contract signature to being fully supported. For transitions from an existing provider, the timeline depends on the complexity of your environment and the outgoing provider’s cooperation. A structured handover plan is agreed upfront to minimise disruption.

Managed IT support contracts typically run for a minimum of 12 months. This allows your provider to take proper ownership of your IT environment, complete a full audit, and deliver measurable improvements rather than reactive fixes.

Endpoint security and backup are typically available as add-ons to a core IT support contract rather than included as standard. For organisations with more advanced requirements, a Security Operations Centre service provides 24/7 threat monitoring. This modular approach means you only pay for the security provision your organisation actually needs.

Security Operations Centre provides continuous monitoring of your IT environment for cybersecurity threats, detecting and responding to incidents around the clock. It goes beyond standard endpoint protection. Organisations handling sensitive data, subject to regulatory compliance requirements, or operating outside standard business hours should consider SOC coverage rather than relying on business-hours-only support alone.

Yes. A managed IT provider can operate as an extension of your internal IT function — providing additional helpdesk capacity, specialist skills, out-of-hours cover, or project support. This co-managed model suits organisations with an IT manager in place who needs reliable backup rather than a fully outsourced service.