Managed services
Tiered service desk and application support, with the scope, the hours and the escalation path stated per engagement — and the tiers named, because most of the market covers the first two and stops.
What each tier actually covers
A responsable writing a maintenance lot has to know which levels a bidder covers. These are ours, in the order an incident travels.
- L1 — service desk. Access, accounts, messaging and the routine application faults, answered at first contact.
- L2 — advanced support. Application configuration, connectivity, performance, and faults that cross more than one system.
- L3 — engineering. Infrastructure and server remediation, directory and access policy, cloud platforms, and major incidents.
- L4 — architecture. Root-cause analysis on what keeps recurring, and the changes that stop it recurring.
It runs on your tooling, not ours
ServiceNow, Jira, Zendesk or whatever you already have. The ticket history stays where your auditors already look for it, and it stays yours when the arrangement ends — which is the part that decides whether a maintenance contract is reversible.
Resolve, then reduce
A desk that only resolves is a desk whose volume never falls. Recurring issue categories are analysed at L4 and removed, and resolutions are moved to the lowest tier that can carry them, so the same fault costs less attention next quarter than it did last. What that is worth on your estate is a matter for the review, not for this page.
What is agreed before anything moves
The application catalogue in scope and what is explicitly outside it. The hours. The escalation path and who is on it. Where the work is performed and who else can see the estate. None of it is published here, because a coverage level is a commitment rather than a claim — it is agreed with you rather than advertised.
Independent verification and validation (IV&V) →·Microsoft practice →·Trust →
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