Co-Managed IT Services
Your Team's
L3 Firepower,
On Call.
Critical infrastructure runs deep. When your internal team hits a wall — a P1 at 2 a.m., a complex migration, a security incident — our senior engineers step in. Pure L3. No L1/L2 noise. Billed against an annual hour bank you control.
You Run L1 & L2. We Own L3.
Co-managed means your internal team stays in control of day-to-day operations. We're the senior layer you call when the problem demands it.
Your IT Team
- Helpdesk & end-user support (L1)
- Basic network & device management (L2)
- Day-to-day monitoring & patching
- Vendor and user communications
- Escalation routing & coordination
- Change management approval
Our L3 Engineers
- Complex incident diagnosis & resolution
- Infrastructure architecture & design
- Security incident investigation & response
- Advanced migrations & project delivery
- Vendor escalation & deep-dive analysis
- vCISO advisory (Strategic plan)
Flexible, Pooled, and Predictable
Hours don't expire the moment you use them wrong. Your bank is a single pool — redeem it for incidents when fires happen, or for planned projects when things are calm.
Choose Your Annual Plan
Select the hour bank that matches your team's typical L3 demand — from occasional escalations to regular strategic work.
40 · 80 · 160 hrs/yrRaise an Escalation
When your team hits a critical issue, open a request via our portal or phone. A senior L3 engineer picks it up — no triage queue, no L1 handoff.
Direct to L3Hours Deducted on Resolution
Time is tracked per engagement — incidents, projects, and advisory sessions all draw from the same pool. Full transparency on every deduction.
One Shared PoolReview & Renew Annually
At renewal, review actual usage with your account manager and right-size for the coming year. No locked-in surprises.
Annual ReviewL3 Depth Across Every Critical Domain
Our engineers hold senior-level expertise across the full infrastructure stack. When you escalate, you reach a specialist — not a generalist.
Servers & Virtualisation
Complex incident resolution for physical and virtual environments.
- VMware vSphere / ESXi deep-dive
- Hyper-V cluster troubleshooting
- Nutanix AHV & HCI support
- Storage fabric & RAID issues
Network & Connectivity
Routing, switching, firewall, and WAN incident handling beyond L2 scope.
- BGP / OSPF fault isolation
- Fortinet & Cisco advanced config
- SD-WAN architecture issues
- VPN tunnel failures & redesign
Backup & Disaster Recovery
When a restore fails or an RPO is at risk, we step in fast.
- Veeam & Acronis restore incidents
- DR failover execution & validation
- Backup architecture redesign
- Ransomware recovery guidance
Cybersecurity & Identity
Active threat response and identity infrastructure hardening.
- Active Directory breach response
- M365 / Entra ID investigation
- EDR alert triage & remediation
- Security posture assessment
Microsoft 365 & Azure
Deep-tier support for M365 tenant issues and Azure infrastructure.
- Exchange Online mail flow issues
- Azure VM & networking faults
- Conditional Access & MFA incidents
- Tenant migration & cutover support
Projects & Architecture
Planned work that needs senior engineering — migrations, upgrades, design reviews.
- Infrastructure upgrade projects
- Data centre migration planning
- Security architecture review
- Technology roadmap advisory
Choose Your Hour Bank
All plans include direct access to L3 engineers with no tiering queues. Choose based on the volume of escalations and projects you expect.
- Coverage: Business hours (8×5)
- Delivery: Remote + 2 onsite visits / yr
- Critical SLA: 2 hr response / 8 hr resolve
- Account Manager: Not included
- vCISO advisory: Not included
- Coverage: 24×7, all days
- Delivery: Remote + 4 onsite visits / yr
- Critical SLA: 1 hr response / 4 hr resolve
- Account Manager: Not included
- vCISO advisory: Not included
- Coverage: 24×7, all days
- Delivery: Remote + 8 onsite visits / yr
- Critical SLA: 1 hr response / 2 hr resolve
- Account Manager: ✓ Dedicated
- vCISO advisory: ✓ 2× per year
Real Scenarios, Real Escalations
Hour banks aren't abstract. Here's how organisations like yours typically draw on them.
P1 Incident — Production Down
A vSphere cluster enters split-brain at midnight. Your team escalates; our L3 engineer joins within the SLA window and drives resolution.
Ransomware Containment
Lateral movement detected across endpoints. We work with your team on immediate isolation, investigation, and recovery from clean backups.
Infrastructure Migration
Planning a data centre consolidation or cloud lift-and-shift? Draw from the hour bank to engage our architects for design and delivery.
Identity & Access Crisis
A compromised admin account or MFA outage. We step in to scope impact, revoke access, and harden the environment — fast.
Backup Restore Failure
A critical restore window is closing and the job keeps failing. Our L3 backup engineers diagnose the root cause and recover the data.
Architecture Review
Before a major platform investment, use hours for a formal review: design validation, risk identification, and a written recommendations report.
SLA by Severity
Response and resolution targets apply from the moment your escalation is logged — no internal triage delay.
| Severity | Description | Entry (8×5) | Active (24×7) | Strategic (24×7) |
|---|---|---|---|---|
| Critical | Production down, data loss risk, security breach | 2 hr / 8 hr | 1 hr / 4 hr | 1 hr / 2 hr |
| High | Major service degraded, significant user impact | 4 hr / NBD | 2 hr / 8 hr | 2 hr / 4 hr |
| Medium | Partial outage, workaround available | NBD / 3 days | 4 hr / 24 hr | 4 hr / 24 hr |
| Low | Advisory, review request, planned project work | 3 days / agreed | 2 days / agreed | 1 day / agreed |
Ready to Extend Your L3 Bench?
Talk to us about which hour bank fits your team's escalation volume.