MANAGED IT SUPPORT 

Our Managed IT Support service is designed to keep your business operating 24/7. When issues occur, friendly, knowledgeable engineers resolve them quickly. We cover onsite and remote support, and our service models include fully managed and co-management working alongside internal IT teams.

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The Benefits of Managed IT Support.

Cost Effective

For most SMBs, Managed IT is more cost-effective than an in-house IT team. When you factor in salaries, training, holidays and benefits, an outsourced solution makes commercial sense.

Access to Expertise

For most SMBs, Managed IT is more cost-effective than an in-house IT team. When you factor in salaries, training, holidays and benefits, an outsourced solution makes commercial sense.

Reduced Downtime

Our service desk aims to keep your business operating. By proactively resolving alerts behind the scenes and quickly fixing problems, your business can focus on what it does best. This also improves employee wellbeing and job satisfaction.

Scalable

Our service desk can support a large volume of tickets. As you grow, you can consume more of our service desk resourcing, and if you need to scale down, your cost will decrease.

Proactive Monitoring

Managed IT Support includes monitoring of your computers and servers. If your devices are not performing well, do not have basic security configured, or have not been updated, our service desk will be notified, and we will proactively resolve these issues.

Co-Managed

Managed IT Support typically also offers co-managed support. This service is designed to bolster your in-house IT team by providing access to 1st, 2nd, and 3rd-line support as required and giving your team access to all the software we use to make managing IT much easier. This gives your IT team much-needed cover and relief whilst tied up with other work or on leave.

Why Choose Atomyc.

Unlimited

Our support packages allow your team to log as many tickets as required. We want to hear from you, so we encourage you to use the service as much as possible.

24 x 7

Our service desk operates out of the UK, New Zealand, and New York, enabling 24/7 coverage if necessary. We offer the following support hours, with 10 x 5 being included at a minimum: 10 x 5 – Weekdays from 8:00 – 18:00, 12 x 7 – Every day from 7:00 – 19:00, 24 x 7 – Every day, including bank holidays.

Fast SLAs

We recognise the importance of quickly resolving your problems and are committed to minimising disruption caused by IT problems. We use ‘Active Work Time’, not ‘Response Time’ SLAs. With Active Work Times, you will have an engineer actively working on your problem within the SLA and not just responding to your request.

Remote and Onsite

Remote and onsite options are available. ManagedOne includes unlimited onsite support, Co-ManagedOne includes remote support only and tailored offerings are available to meet your requirements. If onsite support is not included in your package, it is available to anyone on a chargeable per-site visit basis.

Comprehensive Cover

We cover all your users, hardware and software, including your computers, servers, networking equipment, Microsoft 365 and Azure.

Robust Escalations

Tickets are quickly escalated to senior engineers if a front line engineer has been woring on the ticket for two hours.

AI Triage

To ensure that urgent requests are prioritised, our AI agent reviews the content of your email and determines urgency with 96% accuracy. This improves our triage times and allows the engineers to focus on solving your problems rather than triaging tickets.

Automation Council

Once a week, a temporary team called the automation council meets to review the top 10 most logged tickets. Automations are created to resolve these using scripts so customers experience less interruption when these issues occur.

Active Work Time SLAs.

Critical

SLA: 1 Hour

Target: 15 Minutes

Current Resolution: 13 minutes

High

SLA: 1 Hour

Target: 15 Minutes

Current Resolution: 24 minutes

Medium

SLA: 2 Hours

Target: 1 Hour

Current Resolution: 85 minutes

Low

SLA: 4 Hours

Target: 4 Hours

Current Resolution: 228 minutes

A common frustration our customers have experienced through other providers is when tickets get stuck on the first line and are not escalated quickly enough. This can result in slow resolutions and a lack of clear communication. To resolve this, our service desk operates a robust escalation process. Within one hour of work time on a ticket, the service delivery manager is notified. Within two hours of work time, the ticket is automatically escalated to a senior engineer.

Atomyc are always responsive, polite, knowledgeable and a pleasure to work with. Highly recommended.

Tom Douglas, Ridgeway IT

I recently migrated to Atomyc as my Microsoft provider, and I couldn’t be happier with the experience. David and Sam were outstanding throughout the process. They not only handled the migration seamlessly but also took the time to explain everything in simple, non-technical terms. As a business owner, this was incredibly valuable to me. Atomyc’s expertise in MS365 features has significantly improved my business operations. I highly recommend their services to any SME looking to maximise their use of MS365. Kudos to the team at Atomyc!

Nigel Webb, Way Fleet

Knowledgeable, supportive and incredibly responsive team. Atomyc, went the extra mile to help me, in fact they worked on a Bank Holiday to complete the work. Would recommend to any organisation looking for pragmatic, friendly and expert support.

Stephen Jones

Microsoft Teams training online was incredibly positive. It was a valuable learning experience that I would highly recommend to others!

Opportunity International

FAQ.

Is Managed IT Support Expensive?

Not compared to the cost of downtime or hiring IT staff. Prices start from £30 per computer per month for a basic support package.

Can I buy Managed IT Support as a stand-alone service or is it only available as part of a package?

IT Support can be purchased as a stand-alone service or included with ManagedOne, or Co-ManagedOne. Our cost-effective pricing ensures you get the best value for your investment.

Do I still need an in-house IT team if I have Managed IT Support?

This depends on your business requirements, particularly size and technical complexity. Our co-managed service is designed to work alongside your internal IT team if business requirements suggest an in-house team is suitable.

GET IN TOUCH.

We’d love to hear from you! Whether you have a question, need support, or want to learn more about how our services can help you maximize the potential of Microsoft 365, we’re here to help. Fill out the form with your full name and email address, and our dedicated team will get back to you promptly. At Atomyc, we are committed to providing personalized solutions and exceptional customer service to help your business thrive.