Out-of-hours cover is only worth the money if the person who answers can act. We staff follow-the-sun with real capability rather than a message-taking service, with escalation paths and run-books that let an engineer resolve at 3am instead of waiting for the day team.
Managed IT Services
24/7 Support
Cover around the clock, with someone who can actually fix it.
Overview
What the engagement covers
- Follow-the-sun cover with genuine engineering capability
- Response targets by severity, including overnight
- Run-books written for the person who was not there yesterday
- Escalation into your team defined, and used sparingly
- Handover between shifts that carries context
What you leave with
- Overnight incidents resolved overnight
- Your staff not carrying an unpaid pager
- Response times met at 3am as well as 3pm
Managed IT Services
The rest of this practice
24/7 Support, scoped to your estate
Tell us where you are and what it has to be worth. We will come back with a scope, a sequence and a number.