Onboarding owner
Coordinates access, documentation, suppliers and the agreed transition plan.
Managed IT support
Managed IT.
Human support.
Southwell IT becomes the accountable IT department behind your organisation. We support users, manage devices, strengthen security, coordinate suppliers and improve the technology your business relies on.
What fully managed IT support includes
The proposed core service brings support, monitoring, administration and improvement planning under one accountable team.
Telephone, email and portal support, with out-of-hours critical technical support for eligible services
Secure remote assistance
Device monitoring and alert handling
Managed endpoint antivirus and threat protection
Microsoft 365 administration
Identity and access administration
Patching and device-health oversight
Backup alert handling where covered
Supplier coordination
Asset and licence visibility
Regular technology review and roadmap
How users get support
Telephone, email and the support portal provide clear routes into the same accountable service.
- Telephone, email and portal support
- Support portal for requests and updates
- Secure remote assistance
- Defined priority and escalation process
- Out-of-hours critical incident handling for eligible services
- Onsite attendance according to location and agreement
Proactive management
The service looks beyond individual tickets to recurring risk and improvement.
- 24/7 monitoring and alert handling
- Patching and device health
- Recurring issue analysis
- Asset and licence visibility
- Backup alerting where covered
- Supplier coordination
- Regular technology review and roadmap
Managed IT versus ad hoc support
Both models have a place. Fully managed support adds ongoing ownership, visibility and preventative work.
| Ad hoc support | Fully managed support |
|---|---|
| Contacted after a problem | Monitoring and preventative work |
| Variable monthly cost | Predictable service charge |
| Limited environment knowledge | Documented systems and recurring ownership |
| Individual fixes | Root-cause and trend review |
| Separate suppliers | Coordinated vendor management |
| Security reviewed occasionally | Security built into normal operations |
Who the service is for
A managed agreement can support an organisation without internal IT or add capability to an existing team.
Small and medium-sized businessesOwner-managed businessesProfessional firmsManufacturersMulti-site organisationsGrowing organisationsBusinesses without an internal IT departmentInternal IT teams needing co-managed support
Managed IT support in a client's own words
Approved Google feedback from a business that moved its IT support to Southwell IT.
Tim and the team have been great since taking over our IT support needs a few months ago. Any requests for support are answered and resolved both promptly and professionally, reducing downtime for IT related issues across all areas of the team.
A controlled onboarding process
Access, documentation, security and user communication are brought under control before the first improvement roadmap is agreed.
- 1Commercial and technical discovery
- 2Access and supplier review
- 3Asset and user inventory
- 4Security baseline
- 5Monitoring and support deployment
- 6Documentation
- 7User communication
- 8Priority remediation plan
- 9First strategic review
Clear ownership throughout the service
Support works best when people know who is coordinating the next action, technical escalation and longer-term improvement.
Request ownership
Keeps each supported request moving through acknowledgement, technical work and updates.
Technical escalation
Brings in the appropriate engineer when impact, complexity or security risk requires it.
Technology review
Turns recurring issues, risks and planned changes into an agreed improvement roadmap.
The applicable proposal and service schedule confirm the roles, contacts and review arrangements for your organisation.
Fast, clearly defined service levels
P1 to P4 commitments set out when a person responds, when technical work starts and how often you receive updates.
| Priority | Example | Human acknowledgement | Qualified engineer engaged | Update frequency |
|---|---|---|---|---|
| P1 Critical | Widespread outage or critical security incident | 5 minutes | 10 minutes | Every 30 minutes |
| P2 High | Major user or service impact with a workaround unavailable | 15 minutes | 30 minutes | Every 60 minutes |
| P3 Standard | Limited operational impact or a workaround is available | 1 business hour | 4 business hours | Each agreed milestone |
| P4 Request | Planned request, information or low-impact change | 4 business hours | By agreed schedule | By agreed milestone |
Response commitments apply to eligible services covered by the applicable client service schedule.
Clear managed IT pricing from £79 per user.
Fully managed support starts from £79 per user, per month, excluding VAT. The final proposal reflects users, locations, devices, security, backup, licences, onboarding and specialist systems.
Available as additional managed services
- Microsoft 365 and third-party licences
- Managed backup capacity and retention
- Advanced cyber security products and monitoring
- Project, migration and onboarding work
- Hardware, connectivity and specialist systems
Frequently asked questions
Clear answers about monitoring, out-of-hours technical support, pricing, scope and onboarding.
Can support requests be raised outside office hours?
Yes. Requests can be submitted by telephone, email and the support portal at any time. Monitoring operates 24/7, and eligible critical incidents can be escalated to technical support out of hours.
What counts as a P1 incident?
A whole business, site or critical supported service being unavailable, an active security incident, or another critical outage with no viable workaround. The applicable service schedule contains the full definition.
Can you provide onsite support?
Yes. Planned and emergency onsite support can be provided according to location, access, safety and the individual service agreement.
Do you support Mac as well as Windows?
Yes. Windows and macOS can be supported, with the precise management and security tooling confirmed in the written proposal.
Can you manage Microsoft 365?
Yes. We can manage users, licences, email, Teams, SharePoint, OneDrive, identity controls and administration under the agreed scope.
Can you take over from another IT provider?
Yes. The transition covers access, suppliers, devices, Microsoft 365, backups, security, documentation and user communication.
Are cyber security and backup included?
Core endpoint protection and security recommendations are proposed inclusions. Microsoft licences, backup storage and specialist managed security services may be separate and will be clear in the proposal.
Do you support businesses outside Newark?
Yes. Southwell IT provides remote support across the UK and planned onsite support according to location and agreement.
How much does managed IT support cost?
Fully managed support starts from £79 per user, per month, excluding VAT. The final proposal reflects users, sites, devices, security, backup, licences and onboarding.
How quickly can onboarding begin?
Timing is agreed after commercial and technical discovery. Urgent risks are prioritised, but a fixed onboarding date is not promised before the environment is understood.
Ready for an IT partner that takes ownership?
Tell us where support, security or systems are falling short. We will review the position and provide a clear managed service proposal.