Priya Raman
Head of Engineering, Loopwork
Managed IT
A 24/7 NOC, a service desk that actually answers, and
endpoint management - with acknowledgement and
resolution times written into the
contract rather than the brochure.
support that
picks up
Support In Practice
About This Service
Most managed IT contracts are a queue with a logo on it. Ours is staffed by the same engineers who build and run our clients' cloud platforms, which means the person who answers your ticket can usually fix the cause rather than escalate it three times and ask you to try again tomorrow.
How we work
0m
P1 Acknowledgement
0%
Fixed On First Contact
0+
Endpoints Managed
24/7
Cover is provided by our own engineers on a follow-the-sun rotation. There is no outsourced first line, and no answering service taking a message until Monday.
Service Desk
NOC Monitoring
Patch Management
Endpoint Management
Incident Response
Service Desk
NOC MonitoringPatch Management
Endpoint Management
Incident Response
Service Desk
NOC Monitoring
Patch Management
Endpoint Management
Incident Response
Service Desk
NOC MonitoringPatch Management
Endpoint Management
Incident Response
What's Covered
Inside The Contract
Five things are always in scope, with target response times attached to each. Anything outside them is quoted before we start it - you never get a surprise line item for work you did not agree to.
ALL AURA SERVICES
Service Desk
Named engineers on a follow-the-sun rotation, reachable by phone, email or Slack, with acknowledgement targets by severity.
- 15-min P1 acknowledgement
- Phone, email or Slack
- No outsourced first line
- Monthly SLA reporting
NOC & Monitoring
SLO-based alerting across infrastructure and applications, watched around the clock so most incidents are handled before you notice them.
- 24/7 human eyes on alerts
- SLO and error-budget paging
- Capacity trend reviews
- Post-incident reports
Patch & Vulnerability
Operating systems, runtimes and containers patched on a published schedule, tested in staging before anything touches production.
- Published patch windows
- Staging validation first
- CVE triage & escalation
- Emergency out-of-band fixes
Endpoint Management
Laptops and mobile devices enrolled, encrypted and kept current, with joiner and leaver workflows that actually revoke access.
- MDM enrolment & encryption
- Joiner / leaver automation
- Software deployment
- Asset inventory
Backup Verification
Backups are only real once restored. We test-restore on a schedule and send you the evidence rather than a green tick on a dashboard.
- Scheduled test restores
- Immutable offsite copies
- Documented RPO / RTO
- Restore evidence pack
Support Case Studies
AURA CLOUD
Everything below is delivered by the same engineers who will still be on the account in a year, not a handover to someone cheaper
ALL CASE STUDIES
works
[2024—2026]
Service desk for 400 seats
// 2024
Patch backlog cleared in 6 weeks
// 2024
Endpoint rollout across 3 offices
// 2024
Restore testing programme
// 2024Testimonials
What Support
Clients Say
01
"First time in six years our on-call engineer has slept through a full week. The alerting was the problem, not the infrastructure."
02
"Tickets get answered by someone who can actually fix it. No script, no three-day escalation ladder."
Michael Osei
IT Director, NovaTech
03
"They test-restore our backups monthly and send the evidence unprompted. Our auditors stopped asking questions."
Sarah Lindqvist
Finance Ops Lead, GreenLeaf
04
"The patch backlog we had been ignoring for two years was cleared in six weeks, without a single unplanned outage."
David Chen
COO, BrightPath Solutions
Teams we keep running
support & operations notes
insights
Everything below is delivered by the same engineers who will still be on the account in a year, not a handover to someone cheaper
ALL INSIGHTS
Tired of
escalating your own tickets? Let's talk.
Get an SLA proposal