Managed services
Your IT department, on call and accountable.
Remote Support & Managed IT is the operational foundation of every DVSN AI engagement. Your organization receives a staffed helpdesk, continuous monitoring and maintenance of every device and server, administration of your productivity platforms, and a single point of accountability for the vendors behind them. We manage the IT, you manage the business.
Supporting you anywhere there is an internet connection, at every step.
What is included
Service scope
General IT support and questions
A single place for any technology question, request or problem, from a new starter's laptop to a vendor invoice, answered by an engineer who knows your environment.
Helpdesk and remote support
Ticketed, SLA-backed support for every user by email and phone, with remote resolution as the default and on-site escalation when required.
Remote monitoring and management
Agent-based monitoring of workstations, servers and network devices with automated remediation, alerting and asset inventory.
Endpoint patching and maintenance
Scheduled operating system and third-party application patching, with compliance reporting and exception handling.
Microsoft 365 and Google Workspace administration
Tenant configuration, identity and licensing, mail flow, security baselines, migrations and ongoing administration.
Networking
Design, deployment and management of office networks, wireless, firewalls, VPN and connectivity providers.
Onboarding and offboarding
New starters get accounts, devices and access on day one; leavers have access removed and devices recovered the same day.
Asset and licence management
Inventory of every device and subscription, with warranties, renewals and licence counts tracked and reported.
Backup and business continuity
Managed backup for endpoints, servers and SaaS data with defined recovery objectives, scheduled restore testing and documented continuity plans.
How it is delivered
How the service runs
Support that resolves, not routes
Tickets are answered by engineers with access to the environment, not by a dispatcher who forwards them.
- Named engineers familiar with your systems and users
- Response and resolution targets defined per priority in writing
- Remote resolution first, on-site visits scheduled for hardware, network and project work
- Monthly reporting on volumes, response times and recurring issues
- 09:12Customer · “Outlook keeps asking for my password since this morning.”
- 09:13Helpdesk · Ticket #4821 opened · Priority: Normal · Account: Finance
- 09:14Triage · Matched to a known Microsoft 365 token issue after last night's update
- 09:15Assigned · Engineer Maria R. picked up the ticket and started a remote session
- 09:27Maria R. · Cleared cached credentials, re-registered the device, confirmed sign-in works
- 09:29Customer · “Working again, thank you.” Ticket resolved · 17 minutes
Vendor management and technology planning
One point of contact for internet, telephony, software and hardware vendors, and a maintained roadmap that turns operational data into a budget.
- Procurement, renewals and escalations handled on the client's behalf
- Licensing reviewed for fit and cost at each renewal
- Quarterly reviews producing a roadmap and budget for the year ahead
- Documentation of every vendor, contract and configuration in the client's records
Security included, not added
Endpoint protection, MFA enforcement, email security and security awareness are part of the baseline agreement.
- Endpoint detection and response on every managed device
- Multi-factor authentication and conditional access across platforms
- Email filtering, phishing protection and staff awareness training
- Quarterly review of findings with remediation tracked to completion
- Single sign-on · Microsoft 365Priya signs in once from a managed laptop. MFA satisfied by the device.08:02allowed
- Inbound email quarantined“Invoice overdue” from a look-alike domain with a credential-harvesting link. Never reached the inbox.08:41blocked
- Sign-in from an unknown locationValid password used from a new country. Step-up MFA required; attempt abandoned.13:17challenged
What sets DVSN AI apart
- Engineer-led support
- The people who answer the helpdesk also build and secure the environment, so problems are fixed at the cause rather than worked around.
- Documented and client-owned
- Credentials, configurations, procedures and vendor records are kept in systems the client owns, so operational knowledge never depends on one person or one provider.
- A foundation for engineering
- Managed IT is the platform the software, cloud security and device management practices build on, with one team accountable for all of it.
FAQ
Frequently asked questions
What are you waiting for? Let's get started!
Book an introduction discovery call today.