Managed services
Managed services and support
Projects end. Operations do not — so someone has to own the environment on Monday morning.
Overview
What this service is for
The value of a well-built environment decays without stewardship. Patches slip, backup failures go unread, cost drifts as workloads change, and security posture erodes quietly until an incident makes it visible. None of this is dramatic; all of it is cumulative.
Our managed services exist to hold that line. Monitoring with alerts that route to a named owner, a ticketed service desk with published severity definitions, disciplined patching, and a monthly review that puts usage, cost, risk, and recommendations in front of a human who can make decisions.
We are deliberately explicit about coverage. Vague promises of 'full support' cause disputes at the worst possible moment, so our agreements state which hours are covered, which severities carry which response targets, what is included, and what is chargeable. You should know exactly what you have bought before you need it.
What you receive
- Service agreement with explicit coverage hours and severity targets
- Monitoring and alert routing configuration
- Documented maintenance and change process
- Monthly service report with improvement recommendations
- Named technical contact and escalation matrix
Outcomes to expect
- Issues raised through one route with a predictable response
- Patching and backup verification that actually happens
- Cost and posture reviewed monthly rather than annually
- A named person who knows your environment before something breaks
Capabilities
How AAG can help
The specific work covered by this practice area.
Service desk
Ticketed support with published severity definitions, response targets, and escalation paths.
Proactive monitoring
Health, capacity, backup, and security alerting routed to owners rather than an unwatched mailbox.
Patch and update management
Scheduled maintenance windows with change control and rollback plans.
Identity and access administration
Joiner, mover, and leaver processing so access reflects who actually works here today.
Monthly service review
Usage, incidents, cost, security posture, and a prioritised improvement list in one document.
Vendor escalation management
We raise and drive cases with Microsoft and other vendors, and stay accountable for the outcome.
Delivery
How the engagement runs
Phases with clear entry and exit points, so you always know what is being decided and what happens next.
Onboard
Environment documented, monitoring deployed, and contacts and escalation paths agreed.
Stabilise
Backlog of patching, backup failures, and known issues cleared in the first weeks.
Operate
Day-to-day support, monitoring, and maintenance against agreed targets.
Improve
Monthly reviews driving cost, reliability, and security improvements over time.
Who this is for
The people who usually sponsor this work
CIOs and IT managers
You need architecture that your team can actually run, vendors consolidated, and a partner who escalates instead of deflecting.
CFOs and finance leaders
You need licence spend that reconciles, renewals without surprises, and a cost model you can defend in a budget review.
COOs and operations leaders
You need uptime, continuity that has been tested, and fewer working days lost to technology friction.
Founders and SME owners
You need enterprise-grade security and collaboration without building an internal IT department to run it.
Risk and compliance leads
You need identity controls, retention policies, and recovery evidence that stand up to an audit.
Questions
Frequently asked
The questions clients ask before committing to this service.
Use the support form on this site, email the service desk, or call for critical issues. Existing customers should include their account or tenant reference so the ticket routes correctly first time.
Works well with
Related services
These practice areas are commonly delivered alongside this one.
Like to know more?
Talk to us about managed services
Send a short brief and we will come back with a considered response, not a generic brochure.