Description
concierge / IT SUPPORT LONDON
An embedded IT function for your business
For organisations seeking a deeper outsourced IT function, combining recurring on-site engineering, remote support and structured technology leadership.
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Your included capabilities
A clear operational scope.
- Unlimited in-scope remote operational support
- Dedicated on-site engineer capacity, scoped at two to four days per week
- Four hours of strategic advisory input per month
- Technology roadmap, supplier oversight and compliance coordination
Management & accountability
4 advisory hours/month and a strategic roadmap.
Response & escalation
Custom priority-based SLA and escalation arrangements.
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
The displayed starting rate does not price every on-site staffing pattern. Two versus four days, locations, cover arrangements and engineer-day length require a tailored quotation. Extended-hours and emergency response must be expressly included.
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 Plus for your business.
Get a proposal based on the people, systems and responsibilities you want covered.
