The client below is a software business, but the service is not software-specific. Professional practices, clinics, accountancy firms and logistics operators need the same things from IT: identity that holds, backup somebody has actually restored from, and a person who is accountable when it breaks.
One of our most demanding clients is headquartered in Doncaster: a software business with staff across the USA, Argentina and Thailand. We manage their AWS platform — where we cut monthly spend by around a third — alongside a mixed Windows and macOS estate and their Microsoft 365 environment, and upgraded the firewall and wireless at their Doncaster site.
Doncaster businesses do not have to choose between a local IT partner and one that can handle serious technical work. The service desk that supports a three-continent software company is the same one that answers when your office connectivity drops.
We cover Doncaster town centre, Lakeside, Armthorpe, Balby, Bentley and the iPort corridor, and the service desk targets below apply wherever you are.
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Recent Doncaster work
- AWS spend reduced by around a third
- Product platform properly separated
- Windows and macOS managed across three continents
- Firewall and wireless upgraded at the Doncaster site
- Microsoft 365 actively managed
What we deliver
Managed IT, run as one accountable service
- Modern Workplace – Microsoft 365, devices and identity under one standard
- Security & Compliance – monitoring, EDR and audit-ready evidence
- Secure Infrastructure – firewalls, wireless and drift detection
- Data Protection – immutable backup with tested recovery
- Services & Connectivity – mobiles, VoIP and broadband under one roof
- AI Integration – Copilot and Keystone, deployed securely
Service desk
Every ticket has a fix target, not just a response target
Every ticket gets a priority when it is raised, and each priority carries both a response target and a fix target. These are our standard service desk targets, and we report against them every month.
The service desk is UK based. You speak to the people who look after your systems, not a queue that hands you on.
Standard targets
- Priority one, a fault stopping the business — answered in 1 hour, fixed in 4
- Priority two, a fault stopping a person or a team — answered in 4 hours, fixed in 24
- Priority three, degraded but working — answered in 8 hours, fixed in 48
- Priority four, requests and changes — completed within 5 working days
Where it gets harder
Estates that outgrew the office they started in
Staff in more than one time zone
Three time zones changes what a working system means. Identity has to hold wherever somebody signs in from, and a problem at 2am cannot wait until the office opens at nine. In practice that means conditional access, enrolled devices and monitoring that a person is actually watching.
Cloud bills nobody has read
Cloud spend grows by accretion. An instance sized for a launch three years ago. Storage nobody got round to deleting. A test environment left running over one weekend that quietly became every weekend. Going through it is dull and it pays for itself: we have taken roughly a third off a monthly AWS bill doing nothing cleverer than looking properly.
Macs and PCs in the same business
Designers on macOS and finance on Windows is ordinary now, and it is usually where device management falls over. Both get enrolled, patched and reported the same way. Nobody should need two different answers to the question of whether the estate is up to date.
Doncaster, and the sites around it
Town centre, Lakeside, Armthorpe, Balby, Bentley and out along the iPort corridor. Most faults are dealt with remotely and remote support is not metered. When somebody does need to come out, they come out, and the service desk targets below apply wherever the site happens to be.
Questions
Questions from Doncaster businesses
Can you support staff who are not in the UK?
Yes. We already manage an estate with staff across the USA, Argentina and Thailand from the same UK service desk. What changes is the design — identity, conditional access and device enrolment have to work wherever somebody signs in.
Do you manage cloud platforms as well as Microsoft 365?
Yes. Alongside Microsoft 365 we manage AWS, including the cost side of it. Cloud bills tend to grow by accretion and reviewing them properly is usually worth more than it costs.
Which parts of Doncaster do you cover?
The town centre, Lakeside, Armthorpe, Balby, Bentley and the iPort corridor, and the rest of South Yorkshire from our Sheffield base.
How long is the contract?
Twelve months, with a sixty day guarantee.