Managed IT Support

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Features:

  • 24/7 proactive system monitoring & alerts
  • Unlimited helpdesk via phone, email & live chat
  • Remote support with secure screen-sharing
  • Scheduled onsite engineer visits
  • Flexible monthly retainers — no surprise invoices
  • Automated patching, updates & security hardening
  • Endpoint, antivirus & ransomware protection
  • Managed backups & disaster recovery
  • Asset tracking & licence management
  • Monthly health reports with SLA metrics

 

Your business can't afford downtime. Our Managed IT Support service gives you a dedicated team of experienced technicians who monitor, maintain, and protect your IT environment around the clock — so issues are spotted and resolved before they ever affect your staff or customers.

Whether you're a small business without an in-house IT department or a growing company that needs to offload day-to-day support, we become your IT department — at a fraction of the cost of hiring internally.

What's Included

1. 24/7 System Monitoring

We deploy industry-standard monitoring agents across your servers, workstations, network devices, and cloud services. Our platform watches for:

  • CPU, memory, and disk utilisation
  • Service and application availability
  • Failed logins and suspicious activity
  • Backup success/failure status
  • Temperature, power, and hardware health

If a threshold is breached, an alert is triaged by our team — often before you even know there was a problem.

2. Unlimited Helpdesk

Your staff get instant access to our helpdesk via phone, email, WhatsApp, or the support portal. No ticket caps, no hourly meter running in the background. Common requests include:

  • Password resets & account lockouts
  • Email, Outlook & Microsoft 365 issues
  • Printer, scanner & peripheral setup
  • Application installation & troubleshooting
  • File recovery & permissions
  • VPN and remote-working assistance

3. Remote Support

Most issues are fixed in minutes via secure remote connection. Our technicians use encrypted tools (TeamViewer, AnyDesk, or Microsoft Quick Assist) so you can see exactly what we're doing — and disconnect us at any time.

4. Onsite Visits

When hands-on work is required — cabling, hardware replacement, new office setup, boardroom AV — a qualified engineer will come to you. Onsite visits are included on most retainers and can be booked on-demand with guaranteed response times.

5. Patch Management & Updates

Outdated software is the #1 cause of breaches. We automatically roll out:

  • Windows and macOS security updates
  • Third-party application patches (Chrome, Adobe, Java, etc.)
  • Firmware updates for routers, switches and firewalls
  • Antivirus and endpoint protection definitions

 

6. Cybersecurity Essentials

  • Managed next-gen antivirus & ransomware protection
  • Email spam & phishing filtering
  • Multi-factor authentication (MFA) rollout
  • Dark-web credential monitoring
  • User security awareness training

 

7. Backup & Disaster Recovery

We configure and monitor automated backups of your files, servers, and Microsoft 365 data — with off-site encrypted copies. Restore tests are performed regularly so you know your data is actually recoverable when it matters.

8. Reporting & Account Management

Every month you'll receive a clear, jargon-free report showing tickets resolved, response/resolution times vs. SLA, patch compliance, backup health, and recommendations for the month ahead. A dedicated account manager will meet with you quarterly to align IT with your business goals.

Engagement Options

Monthly Retainer (Most Popular)

A fixed monthly fee based on the number of users and devices. Predictable budgeting, priority SLAs, and unlimited remote + helpdesk support. Ideal for businesses that want peace of mind and a true IT partner.

Pay-As-You-Go

No contract. Call us when you need us and we'll bill by the hour or visit. Best for micro-businesses or once-off issues.

Project-Based

Cloud migration, office moves, server deployments, network redesigns — quoted and delivered as a fixed-scope project.

Response-Time SLAs

Priority Example Response Target Resolution
Critical Server down, entire office offline 15 min 4 hours
High One user unable to work 1 hour 8 hours
Medium Printer issue, slow PC 4 hours Next business day
Low New user setup, software request Next business day 3 business days

Why Choose T-Doc

  • Local & responsive — South-African based engineers who understand your environment.
  • Vendor-agnostic — we support Microsoft, Apple, Linux, Cisco, Mikrotik, Ubiquiti, HP, Dell, and more.
  • Transparent pricing — no hidden fees, no inflated call-out charges.
  • Proactive, not reactive — we prevent problems instead of chasing them.
  • Scalable — from 5 users to 500, we grow with you.

Ready to Stop Worrying About IT?

Let us handle the technology so you can focus on running your business. Request a free IT health check and we'll show you exactly what a managed support partnership would look like for your company.