Description
concierge / IT SUPPORT LONDON
Technology leadership and specialist oversight
For organisations that need experienced technology leadership alongside ongoing IT support, with attention to risk, suppliers and specialist business platforms.
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Your included capabilities
A clear operational scope.
- In-scope remote support and proactive security oversight
- Virtual IT Director input, with an agreed advisory allocation
- Quarterly technology, risk and investment reviews
- Up to 2 pooled specialist hours/month for agreed WordPress, Azure or database support
Management & accountability
Quarterly technology and risk reviews.
Response & escalation
1-hour Priority 1 initial-response target during contracted support hours.
Response is initial engagement and triage, not a guaranteed resolution time. Service windows, priorities and escalation routes are documented in your service schedule.
Read the scope boundaries
Advisory time, managed assets, security tools and on-site attendance are specified in your proposal. Specialist hours form one shared monthly pool, not a separate allowance for each platform. This is a tailored leadership-led scope, not an automatic bundle of Business 2 on-site visits.
Before we begin
A considered start. An accountable service.
Discover
Review your users, locations, systems, access and priorities.
Agree
Confirm service windows, included assets, allowances, licences and commercial terms in writing.
Transition
Plan provider handover, documentation and support contacts, then review how the service is working.
Questions about this agreement
How are support hours measured?
Essential allowances are pooled across the organisation. Investigation, remote assistance and administration use the same engineer-hours pool. The proposal sets time recording, overage rates and any rollover terms; extra work requires approval.
What does unlimited support cover?
Business and Concierge support covers the users, devices and operational tasks listed in the agreement. It does not make project work, migrations, application development, new office deployments or unlisted systems unlimited. Persistent demand is reviewed with you so that scope remains appropriate.
When can we contact the service desk?
Essential desk hours are Monday to Friday, 10:00–17:00 UK time, excluding UK bank holidays. Business and Concierge service windows are confirmed in the proposal. Monitoring may run outside staffed hours; it does not itself provide a 24/7 staffed helpdesk or emergency-response commitment.
How do response targets work?
Priority reflects business impact and urgency. A critical business-wide outage is handled differently from a routine user request. Response means initial engagement and triage, not guaranteed resolution. Targets run within contracted support hours and are documented in the service schedule.
What is included in the price?
Displayed starting prices include VAT at the applicable rate. Your proposal itemises supported users and assets, Microsoft 365 and other licences, security and backup tools, onboarding, any minimum term and separately chargeable work. Service descriptions do not include every third-party licence or hardware cost.
Can you take over from our existing provider?
Yes. We start with a discovery and access review, agree responsibilities with you, and plan the handover of accounts, documentation, monitoring and support contacts. Remediation and migration work are assessed before a start date and fee are agreed.
Plan your next step
Discuss Concierge Care for your business.
Get a proposal based on the people, systems and responsibilities you want covered.
