What IT services are included in a managed IT contract? +
Our managed IT contracts are fully customisable, but typically include 24/7 helpdesk support, proactive network and server monitoring, patch management, Microsoft 365 administration, vendor management, hardware asset tracking, and quarterly business reviews. We can also add on managed security, cloud management, and backup-as-a-service. You receive a single itemised scope document so you always know exactly what's covered.
What is your response time for critical system outages? +
For Priority 1 incidents — defined as a complete business system outage or security breach — our SLA is a 15-minute initial response with an engineer engaged within 30 minutes. For Priority 2 high-impact issues affecting multiple users, response is within 1 hour. All SLA commitments are written into the contract and tracked in monthly service reports, with financial credits if targets are not met.
Do you support businesses across multiple locations in Vietnam? +
Yes. We have remote support capabilities covering all major cities in Vietnam. For on-site requirements outside Ho Chi Minh City, we use a combination of our own engineers and an approved partner network, ensuring consistent service quality. We support Da Nang and other provincial locations for clients with distributed operations.
How do you handle onboarding from our current IT provider? +
We follow a structured transition process designed to minimise disruption. During the notice period with your current provider, we conduct parallel discovery and documentation. We request handover documentation and access from your incumbent, and our engineers shadow current processes before taking full control. We typically complete transitions with zero service interruption within a two-week onboarding window.
Can you support a mix of Windows, Mac, and Linux environments? +
Absolutely. Our endpoint management and monitoring tools support all three platforms. Our helpdesk engineers are trained across Windows 10/11, macOS, and common Linux distributions including Ubuntu and CentOS. We use a unified remote management platform that gives us consistent visibility and control regardless of the operating system, making mixed-OS environments straightforward to manage.
What makes managed IT better than hiring internal IT staff? +
With a managed IT provider you get an entire team — helpdesk engineers, network specialists, system administrators, and a service delivery manager — for a predictable monthly fee that is typically lower than the fully-loaded cost of a single mid-level IT hire. You also benefit from our accumulated experience across hundreds of clients, 24/7 coverage without the need for on-call rotas, and access to enterprise-grade tooling that would be cost-prohibitive to license independently.