Managed Support

Sleep well knowing your systems are protected 24/7 – with experts proactively managing risks

Support that’s tailored to you

When it comes to support, we don’t dictate which services you receive by locking them behind rigid service tiers. Instead, we take the time to understand what it is you need, and build a support model around you. It all starts with a conversation about accountability.

For those who have the time, the resource, the knowledge, and the inclination, accountability for support can be largely retained in-house, with Conscia providing a service desk for incident management and hardware replacement.

For those who don’t, Conscia offers a variety of enhancements that align not only with the amount of accountability you want to retain, but also with how much capacity you have to actually retain it. Our offerings are not fixed bundles, but a flexible scale of accountability that allows you to select the level that best meets your needs.

The technology you purchase should move you closer to your goals, not be a barrier to achieving them.

Weighted towards the client: Client takes responsibility for solution management, with incident management and hardware/software support provided by Conscia in line with the foundational vendor agreements.

Balanced between client and Conscia: Conscia takes ongoing shared responsibility for a client’s solution through incident management, hardware/software support, proactive monitoring, and service management.

Weighted towards Conscia: Conscia takes additional responsibility for monitoring, managing, and implementing change such as software updates.

Service components

Alongside our scale of accountability sits a defined set of nine core service components, which form the foundation of our service conversations. As you move up the scale of accountability, the number of service components you receive increases – as does the level of responsibility Conscia assumes within them.

  1. Incident management
    Analysing and resolving incidents to restore normal service operation as quickly as possible, minimise downtime, maintain service quality, and improve client satisfaction.

  2. Hardware replacement
    Covering hardware for repairs, replacements, and maintenance, minimising the risk of downtime and ensuring that the equipment remains functional and reliable.

  3. Software updates
    Access to software upgrades underpinned by vendor agreement, making sure the services provided are kept up to date, and as robust as possible.

  4. Proactive support
    Event management through continuous tracking of key performance metrics, system health indicators, and usage patterns, in addition to configuration, log, and certificate management.

  5. 24×7 response
    Continuous technical assistance outside standard business hours, providing expert support that works to your needs, not the clock.

  6. Service management
    Monthly, quarterly, or bi-annual reviews and reports to make sure that services continue to meet agreed service levels, support business outcomes, and provide a collaborative forum for improvement and planning.

  7. Change management
    A process responsible for controlling the lifecycle of changes to enable beneficial alterations to be made with the minimum disruption to the service, or to your experience.

  8. Service requests
    Requests for modifications or updates to a client’s infrastructure, managed with meticulous attention to detail, minimal disruption to operations, and a focus on optimising performance and productivity.

From insurance to assurance

Regardless of where you land on our scale of accountability, our goal is the same: to build a long-term, meaningful relationship. Working as part of your team, we enhance and strengthen the capabilities you already have – without taking away control.

Too often, services are bought like an insurance policy: something that sits in the background until systems break. That can be reassuring, but it doesn’t do much to drive real progress. We believe you deserve more, and when you entrust Conscia with your support, we put those beliefs into action.

Beyond staying connected, reliable infrastructure is what enables people to do their jobs effectively. Your technology exists to serve a purpose. We provide confidence in the tools and systems upon which you rely, so that you can focus on what matters most.

Driving Cats Protection’s success through managed support
Building on top of previous projects with Cats Protection, Conscia’s managed support offering helped ensure that the charity is able to make the most of its investments and continue driving organisational goals.
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In high-stakes moments, Conscia’s support quickly identifies and resolves problems, restoring normal operations before any impact is felt. Knowing they’re part of our team is a significant reassurance.

Technical Infrastructure Manager

Essex Partnership University NHS Foundation Trust

For the first time in years, we have a genuine feeling that our partner is adding value to our operational model. Conscia is not just an external support provider, they are part of our team.

Network Engineer

Warwick University

In a crowded market, Conscia stands out. We knew immediately they were a partner we could rely on: committed to our goals and invested in our success. Every service call, every challenge, every resolution, they consistently prove their value. We consider Conscia an integral part of our team.

Director of IT Services

ISS

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