Managed IT Services

Support
that fixes
the cause.

Our managed IT services cover the applications, servers and cloud accounts your business depends on. We monitor and patch them and handle the tickets. Then we go after the faults that keep coming back, so your own team can get on with planned work.

Talk about support How onboarding works ↓

✓

Service levels agreed up front

Out-of-hours cover can be agreed

status.pixeledge.io

Service health Normal

Active Incidents: 0

Password reset

Resolved

DB backup check

Resolved

SSL renewal

Scheduled

Healthy

Systems

Agreed

SLAs

Scheduled

Patching

Agreed Service Levels

Standard to critical

Backups: Scheduled

Restore test booked

Stages to Steady-State Support

Areas of Cover

Support Tiers to Choose From

Ways to Engage Us

01 — What we do

Cover for the systems you can’t afford to lose

Take one area of cover or all of them, and change the mix as your own team grows.

Application Support & Incident Management

Support for your business applications, with out-of-hours cover if you need it. Incidents are triaged and worked to resolution, and stakeholders get updates without having to chase.

Ticketing & triage Root cause analysis Agreed response times

Cloud Infrastructure Monitoring & Operations

Monitoring across your cloud and on-premise kit, with alerts routed to an engineer who acts on them, not an inbox nobody reads.

Monitoring & alerts Automated alerting Capacity planning

Security Operations & Patch Management

Vulnerability scans and a patching schedule agreed with you, plus security monitoring, so you have evidence ready when an auditor or insurer asks.

Patch coordination Vulnerability scanning Compliance monitoring

02 — Our capabilities

What our managed IT services include

If it generates tickets, alerts or late-night phone calls, it probably belongs on this list.

Application Support & Incident Management

Tiered support with quick triage, so every incident has an owner from the moment it is logged.

Agreed response times

Cloud Infrastructure Monitoring & Operations

Servers, networks and cloud services watched continuously, with alerts raised before a slowdown turns into an outage.

Alerts to an engineer

Security Operations & Vulnerability Management

Regular vulnerability scans and threat monitoring, with each finding tracked until it is fixed.

Scheduled scanning

Service Desk & End-User Support

A service desk for password resets, new starters and everyday issues, reachable through the channels your staff already use.

Multi-channel

Patch Management & Release Coordination

Patches and releases scheduled into agreed windows, so updates happen without surprising anyone.

Coordinated windows

Disaster Recovery & Business Continuity

Backups and recovery plans that we test on a schedule, because an untested backup is only a hope.

Tested runbooks

Tiered Support Levels

Business-hours cover for most systems, with out-of-hours response agreed for the few that cannot go down.

Standard to critical

Continuous Improvement & Technical Debt Management

We review ticket data for repeat faults and technical debt, then agree a plan to fix the causes.

Data-driven roadmap

Typical engagements

The kind of support we take on

Illustrative engagements showing what a handover to us usually involves.

Talk to us about support

Example engagement

Financial Services

Incident Response Uplift

A lender whose core platform incidents bounce between teams with no clear owner. We take over triage and resolution without loosening compliance controls.

One owner per incident

Example engagement

Manufacturing

Proactive Infrastructure Monitoring

A manufacturer with plant and cloud systems watched in separate tools, or not at all. We set up full-stack monitoring so capacity problems are flagged early.

Capacity issues flagged early

Example engagement

Public Sector

Managed Service Desk Rollout

A public body whose staff report IT issues by email and phone, with nothing tracked. We set up a tiered service desk so more issues are fixed first time.

Every ticket tracked

03 — How we deliver

How we take over your IT support

A planned handover into steady-state support, with everything written down so service never depends on one person’s memory.

Onboard

We document your systems, set up monitoring and agree service levels before we take the first call.

System documentation Monitoring setup SLA agreement

Stabilise

We clear inherited issues and the ticket backlog, and get full visibility of your environment before steady-state support begins.

Issue triage Backlog clearance Baseline established

Operate

Day-to-day support and monitoring, with regular service reviews against the SLAs we agreed.

Proactive monitoring Incident management Service reviews

Improve

Ticket and alert data shows which problems keep recurring. We fix those at the root and automate the repetitive work.

Root cause fixes Automation Continuous tuning

04 — Our platforms

Tooling and support tiers

We can work inside the tools you already run. If you have none, we will recommend a set that suits your size.

Monitoring & Alerting

Datadog Grafana PagerDuty CloudWatch

Service Desk

Zendesk Freshservice Jira Service Management

Backup & DR

Veeam AWS Backup Azure Site Recovery

Security Ops

SIEM tooling Vulnerability scanners EDR

Automation

Ansible Scripted runbooks Terraform

Support Tiers

Standard Priority Critical (out-of-hours)

05 — Get started

Two ways to work with us

Hand us the whole operation, or keep your in-house team and use us to cover the gaps.

Full Managed Support

We take on day-to-day operations and support, for organisations that want operational risk off their own desk.

Monitoring and incident response
Full service desk and end-user support
Patch management and DR ownership
Dedicated SLA reporting

Discuss managed support

Co-Managed / Overflow Support

We work alongside your existing IT team, covering out-of-hours incidents, overflow tickets or specialist skills you lack in-house.

Out-of-hours and weekend cover
Overflow ticket handling
Specialist skills on demand
Flexible monthly engagement

Ask about co-managed support

Support
that fixes
the cause.

Cover for the systems you can’t afford to lose

Application Support & Incident Management