Services

24/7 Support & Managed IT

We Manage Your IT, You Manage Your Business

Proactive monitoring, rapid response, maximum uptime.

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Key Capabilities

What 24/7 Support & Managed IT Delivers

24/7 Monitoring & Alerting

Help Desk & Incident Response

Patch Management & Updates

Security Monitoring & Threat Response

Backup & Disaster Recovery

Performance Optimization

Managed IT support pricing

A monthly retainer sized to your team.

Essentials

Helpdesk and monitoring for a small team.

From $900

per month

  • Business-hours helpdesk
  • Patching and monitoring
  • Monthly report
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Best fit for most organizations

Standard

Wider coverage and proactive management.

From $2,400

per month

  • Extended hours
  • Security and backup management
  • Quarterly review with a named engineer
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Enterprise

24/7 cover and contracted service levels.

From $6,000

per month

  • 24/7 support
  • Contracted service levels
  • Dedicated engineer
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  • Prices exclude VAT (16% in Kenya) and withholding tax.
  • Monthly price depends on users, devices and hours of cover.

Not sure which fits? Tell us your team size and what you use today and we will point you to the right option.

Who this is for

  • Organizations too large to run without IT support and too small to justify a full in-house team with depth in every area.
  • Teams where one or two people carry everything, which works until one of them is on leave.
  • Organizations whose IT staff spend their time on tickets rather than on the projects that would move the business.
  • Multi-site operations where remote locations currently receive support only when someone travels.

What managed services covers

Scoped to what you actually need. Some organizations want everything; more commonly they want the depth their own team lacks and continuity when it is away.

  • Service desk for end-user support, with agreed response expectations rather than best effort.
  • Monitoring and proactive maintenance of servers, networks and endpoints.
  • Patch and vulnerability management on a defined cycle rather than when someone remembers.
  • Backup verification: not merely that backups ran, but that a restore has been tested.
  • Vendor coordination, so your team is not the intermediary between three suppliers during an incident.
  • Reporting on what was raised, what was resolved and what is recurring.

How the engagement runs

  1. 1

    Discovery and baseline

    What you run, its condition, and where the recurring problems are. Most estates carry known issues that have become normal.

  2. 2

    Transition

    Documentation, access, monitoring and tooling are put in place. Rushing this produces a support arrangement that cannot actually support you.

  3. 3

    Stabilization

    Known issues are worked down deliberately, because a service desk absorbing the same avoidable tickets each week is expensive for both of us.

  4. 4

    Steady state

    Ongoing operation with regular reporting and a periodic review of what is recurring and why.

What you need in place

  • An accurate picture of what you run, or acceptance that discovery will produce one.
  • A decision on the boundary with any in-house IT staff, so ownership is clear rather than assumed.
  • Agreement on response expectations proportionate to what you are paying for.
  • Access and credentials handled properly, which we will set up correctly rather than working from a shared password.

Working with Sibasi on managed services

Does this replace our IT team?

Usually it complements them. The common arrangement is that we take the service desk, monitoring and out-of-hours coverage while your team keeps the work that requires knowing your business. That frees internal people for projects rather than tickets. Full replacement suits organizations without an internal function, but where one exists the boundary should be drawn deliberately rather than by attrition.

What response times do you commit to?

Whatever is agreed in the service description for your arrangement, proportionate to what you are buying. We would rather agree a realistic target we meet consistently than publish an aggressive one generally. Response expectations are set during scoping against your operating hours, sites and what genuinely constitutes an emergency in your context.

How do you handle our backups?

By testing restores, not merely confirming jobs completed. A backup that has never been restored is an assumption. Verification is part of the service, and where we inherit an estate it is one of the first things checked, because it is also one of the most common things to be quietly broken.

What happens if we want to leave?

You get your documentation, your access and an orderly handover. We would rather a client left cleanly than stayed because exit was made difficult. Transition-out expectations are worth agreeing at the start, when neither side is under pressure.

New to this category? What is an IT service desk?, a buyer's guide to what the category is, what to look for and how to compare options, whoever you end up choosing.

Let's put 24/7 Support & Managed IT to work for you

Talk to our specialists about your goals, timeline and budget.

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