Managed services and support
Projects end. Operations do not — so someone has to own the environment on Monday morning.
- Practice area
- Infrastructure and operations
- Primary platform
- Microsoft 365
- Usually sponsored by
- IT managers
- Delivered from
- Accra, Ghana
A named owner for your environment, with published severity-based response targets and a monthly review that drives change.
Monitoring, service desk, patching, and continuous improvement under agreed severity-based response targets.
Why organisations ask for this work
These are the situations that lead to this conversation. If more than one is familiar, there is usually a case worth examining before anything is bought.
Nobody owns Monday morning
The project ended, and patching, backup checks, and cost review quietly stopped happening.
Vague promises of full support
Coverage was never written down, so the gap appears during an incident.
Backup failures noticed months later
Alerts route to an unwatched mailbox rather than to a person with an obligation to act.
What this service covers
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.
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.
What you receive, and what changes
Every engagement produces written artefacts. They are listed here so the scope is agreed before work starts rather than interpreted afterwards.
Artefacts 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
How delivery runs
Each phase has a defined entry and exit point, so you always know what is being decided, by whom, 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.
The technology this service touches
Platform choice follows the workload. These are the products most often involved in this practice area, and the vendor relationships behind them.
- Microsoft 365
- Azure
- Veeam
- Fortinet
- Dell
- HP
Accredited means AAG Cloud Connect holds that vendor’s partner mark. Capability means we design, deliver, and support the platform without holding a formal partner designation for it. Both are stated plainly so nothing is implied by a logo.
Microsoft
Accredited partnerCloud platforms
The centre of our practice. We hold the Cloud Solution Provider relationship, so subscriptions, licensing advice, and first-line escalation sit with us.
Fortinet
Accredited partnerSecurity
Network security and segmentation for organisations with on-premises and multi-site estates.
Dell Technologies
Delivery capabilityInfrastructure
Server, storage, and client platforms sized against measured workload and procured through authorised channels.
HP
Delivery capabilityInfrastructure
Workplace hardware and print estates, including standardised device builds for organisations refreshing at scale.
Veeam
Delivery capabilityBackup and recovery
The backbone of our data protection work across on-premises, cloud, and Microsoft 365 workloads.
Who this service is for
Work of this kind is normally sponsored by one of a small number of roles, each of whom is measured on something different.
- IT managers
- COOs
- Founders and SME leaders
CIOs and IT managers
You need architecture that your team can actually run, vendors consolidated, and a partner who escalates instead of deflecting.
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.
1 hour
P1 first response
Coverage stated before you need it
Agreements state which hours are covered, which severities carry which response targets, what is included, and what is chargeable. Critical incidents target a first response within one business hour with updates every two business hours. The first weeks of any onboarding are spent clearing the backlog of patching, backup failures, and known issues.
This describes an engagement pattern typical of this service. It is not an account of a named client, and no figures here are drawn from a specific organisation.
Frequently asked
The questions organisations genuinely ask before committing budget to this work.
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.
Critical issues target a first response within one business hour, high within four business hours, medium within one business day, and low within two business days. Your contracted agreement is definitive.
Only if that is what you want. Most clients use us as an extension of their team — we take monitoring, patching, escalation, and out-of-hours cover so internal staff can focus on work specific to the business.
Yes, as a defined tier. We will set out exactly which severities are covered outside business hours and what the response commitment is, rather than implying blanket availability.
Typically per user or per device, with infrastructure elements priced separately, on a monthly agreement. Scope, coverage hours, and anything explicitly excluded are stated in the agreement.
Yes. Many clients begin with monitoring and backup oversight, then extend to full service desk cover once the working relationship is established.
Related services
These practice areas are commonly delivered alongside this one, because the gaps between them are where problems tend to appear.
Cybersecurity and compliance
Measurably reduced exposure, starting with identity — where most incidents actually begin.
View serviceData protection and disaster recovery
Recovery objectives agreed per system, engineered, and then proven by scheduled restore tests.
View serviceMicrosoft Cloud Solution Provider
One accountable owner for Microsoft licensing, billing, and escalation — with the security features you already pay for switched on.
View service
Talk to us about Managed services
Send a short brief on where you are now with Managed services. You will get a considered response setting out what we would need to establish next, rather than a generic brochure.
Your enquiry will be tagged Managed services so it reaches the right specialist first time.