What exactly does the service include, and what doesn't it include?
The service catalog is attached to the contract and lists both items in the same level of detail. Typically included: user support, server and network administration, monitoring, patch management, backups, identity management, employee onboarding and offboarding, vendor relations, and quarterly governance. Typically excluded: licenses and subscriptions, hardware, migration or deployment projects, custom development, cabling, and physical infrastructure. These are quoted separately, and this is made clear from the outset.
Do you replace our in-house IT team, or do you work with them?
Both options are available and are chosen based on your situation. In the full-management model, we handle the end-to-end operation—the standard model for subsidiaries without local IT staff. In the co-managed model, your IT manager retains control and decision-making authority, while we take on the time-consuming tasks that don’t add value: Level 1 support, monitoring, patches, and on-call duties. The division of responsibilities is documented in writing so that no one assumes the other party was handling it.
How are employee onboarding and offboarding handled?
With strict deadlines, because that’s where sloppy management is most evident. When an employee joins the company, their account, access rights, and licenses are set up and ready for their first day. When an employee leaves, access rights are deactivated within the agreed-upon timeframe—typically on the same day—and this includes email, VPN, cloud applications, and remote access, not just the Windows session.
Who manages our other suppliers?
Us. That’s one of the reasons people outsource: to stop having to mediate between providers who point fingers at each other. We handle the technical relationship with your internet service provider, your software vendors, and your hardware suppliers. When something goes wrong, you don’t have to figure out who’s to blame before you call. The contracts and subscriptions remain in your name.
How is billing handled, and what happens if we grow?
A fixed monthly fee based on the number of users and managed servers, as defined in the agreed-upon service catalog. No hourly or per-incident billing. If your headcount increases or decreases, the fee is adjusted during the quarterly review according to predefined tiers. Projects, hardware, and licenses are quoted separately.
What happens if we decide to terminate the contract?
You get everything back, and this is specified in writing in the contract. The reversibility plan includes the handover of your environment’s documentation, the inventory, administrative credentials, incident history, and operating procedures in a usable format, along with a support period. We do not retain your data or access credentials, and there is no exit fee.
How do you plan your budget and equipment upgrades?
In the quarterly review, we present an overview of the system portfolio, including the end-of-support dates for each system. This leads to a three-year phased replacement plan—which spreads out the investment rather than concentrating it—and a 12- to 24-month roadmap aligned with your business plan.
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