Implementation · IT Managed Services
The project ends. Running it does not.
Most IT problems are not dramatic — they are a backup nobody verified, a certificate nobody renewed, a patch nobody applied. We take ownership of the day-to-day so your systems keep working, with response targets you can hold us to and a monthly report that tells you what actually happened.
- Response target
- Agreed per tier
- Standard cover
- Mon–Sat
- On-site teams
- BSB + Berakas
- Service review
- Monthly
Monitor · Patch · Restore · Review
// What we run
One accountable team for the whole stack.
Support that stops at "have you tried restarting it" is not support. Everything below is inside scope, with a named engineer who knows your environment rather than whoever answers the phone.
Service Desk & Ticketing
A single channel for every issue — logged, prioritised and tracked to closure against the response target agreed in your service tier.
- Email, phone & WhatsApp intake
- Priority classification
- Response & resolution targets
- Ticket history per user & asset
Proactive Monitoring
Servers, network devices, firewalls, storage and key applications watched continuously, with alerts reaching an engineer before they reach your users.
- Uptime & threshold alerting
- Disk, memory & CPU trending
- Firewall & link health
- Application availability checks
Patching & Security Hygiene
Operating systems, firmware and endpoint protection kept current on a scheduled cycle, with certificate and licence expiry tracked before it bites.
- Scheduled patch windows
- Endpoint protection coverage
- Certificate & licence expiry
- Firmware & EOL tracking
Backup & Restore Verification
A backup nobody has restored is a hope, not a plan. We monitor every job and periodically restore from it, so recovery is a tested procedure.
- Daily job monitoring
- Periodic test restores
- Retention against policy
- Documented recovery steps
Endpoint & User Support
Laptops, desktops, printers and mobile devices — provisioning for joiners, wiping for leavers, and the everyday fixes that keep people working.
- Joiner setup & imaging
- Leaver wipe & recovery
- Asset register per user
- Printer & peripheral support
Service Reporting & Roadmap
A monthly review covering tickets raised and closed, targets met and missed, recurring root causes, and the improvements we recommend next.
- Tickets & target attainment
- Recurring root-cause analysis
- Capacity & renewal planning
- Prioritised improvement roadmap
// How onboarding works
We inherit your environment before we promise anything.
Response targets given before anyone has seen the estate are marketing. Discovery comes first, and the service agreement is written afterwards.
- Step 01
Discover
Audit the estate — servers, network, endpoints, licences, backups, cloud tenancies — and document what exists, what is unsupported and what is undocumented.
- Step 02
Stabilise
Fix the findings that put you at immediate risk: failing backups, unpatched systems, expiring certificates, single points of failure nobody knew about.
- Step 03
Transition
Agree scope, tiers, response targets, escalation contacts and out-of-hours arrangements, then stand up monitoring, ticketing and asset records.
- Step 04
Run & improve
Operate the service, review it monthly against the agreed targets, and work the improvement roadmap so the estate gets steadily less fragile.
// Where this fits
Organisations we take over well.
Managed services suit some situations far better than others. These are the ones where the value shows up in the first quarter.
// FAQ
What buyers ask before signing.
What response times do you commit to?
Targets are set per priority band and written into the agreement — a system-down incident and a printer request do not belong on the same clock. We deliberately do not publish blanket numbers here, because a target set before we have seen your estate and agreed the cover window is not one we could stand behind.
Do you replace our internal IT staff?
Usually we sit alongside them. The common split is that your team keeps user-facing work and business knowledge while we take monitoring, patching, backups, escalation and out-of-hours depth. Where there is no internal team we can run the whole function, including vendor management.
Is support remote or on-site?
Both. Most issues resolve remotely, which is faster for everyone, and we have teams at our Bandar Seri Begawan and Berakas offices for on-site attendance plus a remote maintenance team supporting them. Scheduled site visits are part of the standard agreement rather than an extra.
Can you support systems you did not build?
Yes, and that is the majority of what we take on. Discovery exists precisely for that: we document the inherited estate, identify what is unsupported or undocumented, and stabilise the risky findings before the service agreement starts.
Is migrating us to the cloud part of this?
No — that is Cloud & DevOps Engineering, which is a project rather than a service agreement: assessing the estate, migrating workloads, building the release pipeline and handing it over instrumented. This service runs what already exists. The two pair naturally, and where a migration would fix the problem you are actually describing we will say so instead of wrapping a fragile estate in a support contract.
What happens to our data and access if we leave?
Access is provisioned per named engineer and revoked on exit, and the asset register, documentation, runbooks and monitoring configuration are yours — handed over in a form your next provider or your own team can use. Exit terms are in the agreement, not a negotiation at the end.
How is it priced?
A monthly fee based on the estate we agree to cover — user count, servers, sites and cover window — with project work quoted separately so it never gets confused with support. The discovery audit is scoped and priced on its own, and the findings inform the monthly figure rather than the reverse.
// Get started
Let us audit what you are running first.
The discovery audit stands alone: you get a documented estate, the risk findings and a recommended service scope, whether or not you appoint us to run it.
