--- title: "Remote Support & Managed IT | DVSN AI" description: "Helpdesk, remote monitoring and management, patching, Microsoft 365 and Google Workspace administration, networking, backup and continuity, and vendor management." canonical: https://dvsn.ai/services/remote-support --- # Remote Support & Managed IT > 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. ## 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 the service runs ### 1. 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 ### 2. 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 ### 3. 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 ## 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. ## Outcomes - A single accountable provider for all end-user and infrastructure support - Every endpoint monitored, patched and reported on continuously - Backups with defined, tested recovery objectives - A maintained technology roadmap and predictable monthly cost ## Frequently asked questions ### Does managed IT replace an internal IT team or complement it? Both models are supported. Organizations without internal IT use DVSN AI as their complete IT function. Organizations with an internal lead use the service for helpdesk coverage, monitoring and specialist engineering. The engagement model is agreed during discovery. ### How is the service priced? A fixed monthly fee per user or per device covers support, monitoring, patching and the included security tooling. Project work such as migrations is scoped and priced separately so recurring cost remains predictable. ### Is hybrid and remote work supported? Yes. Devices are managed and secured independent of location, and support is delivered remotely by default with on-site visits scheduled when necessary. ### What response times are provided? Response and resolution targets are defined per priority in the service agreement. Critical incidents affecting multiple users or core systems receive immediate response; routine requests are handled within business hours. ### Is on-site support available? Yes. On-site support is available whenever it is needed. We work remotely first where possible, because most issues are resolved faster that way, and we come on site for hardware, network and project work or any problem that calls for an engineer in the room. ## Related - [Co-Managed IT](https://dvsn.ai/services/co-managed-it) - [Mobile Device Management](https://dvsn.ai/services/mobile-device-management) - [Backup & Disaster Recovery](https://dvsn.ai/services/backup-disaster-recovery) - [Business Automation](https://dvsn.ai/solutions/business-automation) ## Contact Book an introduction discovery call today. Contact: https://dvsn.ai/contact