Managed IT Services

End-to-end coverage of the IT environment your team relies on day to day: helpdesk for user requests (password resets, software install, mobile mail setup, anything else that comes up), endpoint management (patching, monitoring, antivirus, configuration), server and infrastructure operations, cloud platform management (Microsoft 365, Azure, AWS), network operations (firewall, switching, wireless), backup and disaster recovery, and a scheduled cadence of strategic review (typically quarterly business reviews and an annual roadmap). The scope is agreed up front with a documented service catalogue so there is no ambiguity about what is included and what is project work.

Fully outsourced means we run the whole environment — your organisation has no internal IT team, and we are your IT department for every request from password resets to strategic planning. Co-managed means you keep an internal IT lead or team and we complement them with specific capabilities they cannot economically run themselves: 24/7 monitoring, after-hours coverage, platform expertise on Microsoft 365 or networking, project delivery, and escalation paths for specialised problems. Most Pacific organisations under 50 staff find fully outsourced more cost-effective; over 50 staff with an existing capable IT lead usually benefit more from co-managed. We design the relationship to fit the team you have rather than imposing one model.

Critical incidents are defined in the service agreement — typically anything that takes a production system offline, exposes data, or affects multiple users. A documented incident response runbook governs what counts and what happens. For Pacific markets, after-hours and weekend coverage is provided by our team on rotating call. Endpoints monitored by Huntress MDR (where Security While You Sleep is bundled) get 24/7 SOC coverage with sub-30-minute triage from a specialist team. Lower-priority issues outside business hours queue for next-business-day response with no penalty to the SLA. The split between critical and non-critical is defined in writing so the customer is never surprised by what gets handled when.

Onboarding is a structured 4 to 8 week project, not a sudden handover. Week 1: discovery — inventory devices, users, licences, applications, network topology, backup state, existing vendor relationships. Weeks 2 to 4: documentation and tooling — deploy management agents, set up monitoring, integrate ticketing, document runbooks for the things your team has been carrying in their heads. Weeks 5 to 6: parallel operation — we shadow your existing process, taking over piece by piece. Week 7 onwards: full operational handover with daily standups for the first month. The previous IT provider or in-house team is involved throughout where possible — handovers go better when the outgoing party is engaged, not blindsided.

Yes — this is the co-managed model and it is the most common arrangement we run for organisations over 50 staff. Your existing IT lead handles day-to-day requests and the work they know best; we layer in specialist capabilities they cannot maintain alone — 24/7 monitoring, after-hours response, Microsoft 365 platform depth, security operations, cloud architecture, project delivery for the work that is outside their comfort zone. The relationship is collaborative rather than competitive — your IT lead is not being replaced; they are being given the backup team that lets them sleep through the weekend.

This is one of the strongest arguments for a managed relationship. Where the internal IT lead is the only person who knows how the environment is configured, their departure is a six-month exposure event regardless of how amicable the exit is. With managed IT in place, the environment is documented, monitored, and operationally familiar to a team rather than one individual. If your internal IT lead resigns, the lights stay on — we increase coverage during the gap and help recruit and onboard their replacement. If our team has a personnel change, the customer notices the difference is minimal because the runbooks and documentation are owned at the team level.

Per-seat pricing varies with the scope of service, the complexity of the environment and whether security and licensing are bundled. For fully outsourced IT covering helpdesk, endpoint management, monitoring and Microsoft 365 administration, Pacific organisations typically land in the range of NZ$80 to NZ$150 per user per month, scaling down for larger user counts and up for environments with significant on-prem infrastructure. Co-managed pricing is typically lower per seat (because the customer's own team carries the baseline load) and structured around the specific capabilities provided rather than a per-user fee. We quote every engagement against the actual scope rather than publishing a generic per-seat rate that would be wrong for most environments.