Repeat Requests
The same requests keep coming back because symptoms get restarted to close tickets rather than fixed at the root.
CLOSED BY USER ACCOUNTABILITY
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MANAGED IT SUPPORT & MICROSOFT 365 ADMINISTRATION
SERVICE FAMILY: CARE
When someone can’t work, who owns getting them working again?
THE WRITTEN PROMISE
The everyday support your people rely on, with clear ownership of who handles what.
100% Written Scope Boundary
3 Tiers START · CORE · STRATEGIC
Named Senior Ownership
Designated Layer Mandate
User Accountability
Contract Family
CARE
Delivery Model
Outcome-Based · Fixed Tier
Boundary Status
Inclusions & Exclusions Written
Escalation Point
Senior Cape Town Engineers
OPERATIONAL DIAGNOSTIC
Signs nobody owns this yet
If the same user requests keep coming back, or it is never quite clear who owns an issue, that is the gap User Accountability closes.
Unclear Issue Ownership
It’s never quite clear who owns a user issue: your IT provider, a third-party vendor, or the person in the office who ‘knows computers’.
CLOSED BY USER ACCOUNTABILITY
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Open-Ended Support Spend
Day-to-day support sits in an open-ended hourly arrangement that nobody can price or predict in advance.
CLOSED BY USER ACCOUNTABILITY
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WRITTEN SCOPE ARCHITECTURE
What we own — and what stays separate.
Ambiguity is where IT partnerships break down. We publish both what is included in User Accountability and what is scoped separately so your team never discovers a gap mid-incident.
[!] WHAT STAYS SEPARATE, AND WHY
Scoped separately: Server, network, firewall and Wi-Fi management · backup beyond baseline Microsoft 365 · disaster recovery · migrations, changes and upgrades · antivirus and EDR licence fees (we manage the product; the licence is yours).
Each has its own owner and its own price, so none of it gets quietly absorbed into a per-user fee and under-delivered.
CONTRACTED INCLUSIONS (5 CORE MANDATES)
FAMILY: CARE
- Remote end-user support and break/fix for user devices and standard business applications
- Microsoft 365 administration: user onboarding and offboarding, licensing, and mailboxes
- Monitoring and patching for operating systems and Office, plus endpoint hygiene (antivirus/EDR health and patch status)
- Baseline Microsoft 365 backup for accidental-deletion recovery across Exchange, OneDrive, SharePoint, and Teams CORE & UP
- Virtual CIO engagement, technology roadmap, and priority handling plus security-posture oversight STRATEGIC
OPERATIONAL REALITY CHECK
Coverage and ownership are not the same thing.
GOOD TO KNOW // OPERATIONAL BOUNDARY RULE
You sit on one User Accountability tier at a time. Reduced consultant-user rates apply for users whose device we don’t manage. START is built for low-volume, reactive support — if you’re calling regularly, you’ve outgrown it, and we’ll tell you that rather than let it quietly fail.
SERVICE TIER ARCHITECTURE
User Accountability Tiers
Your day-to-day support sits in a defined tier, not an open-ended arrangement.
REACTIVE ENTRY
START
Entry-level, pay-for-use, business-hours incident support.
Includes RMM monitoring, automated OS/Office patching, and baseline Microsoft 365 tenant administration for low-volume environments.
RECOMMENDED STANDARD
RECOMMENDED
CORE
Fully managed IT: unlimited remote support 8 to 5, full monitoring and patching, baseline security and Microsoft 365 backup.
The standard operating tier for most clients — includes staff onboarding/offboarding, managed AV/EDR health, and standard business response SLAs.
EXECUTIVE ADVISORY
STRATEGIC
Everything in CORE, plus virtual CIO and roadmap, priority handling and security-posture oversight.
Built for organisations requiring priority ticket escalation and strategic technology leadership.
Our services are deliberately modular. Network, backup, security depth, server and cloud are separate commercial decisions — never bundled implicitly into per-user pricing.
CONNECTED ACCOUNTABILITY LAYERS
What connects with User Accountability
Every layer is modular by design and integrates cleanly with adjacent operational responsibilities.
QUESTIONS & CLARIFICATIONS
User Accountability FAQs
Can we mix START and CORE users in the same company?
No. Organisations sit on one User Accountability tier at a time so service expectations and escalation rules remain unambiguous. However, reduced rates apply for external consultants whose physical endpoints we do not manage.
Is Microsoft 365 backup included?
Baseline Microsoft 365 backup for accidental deletion (Exchange, OneDrive, SharePoint, Teams) is included in CORE and STRATEGIC. Extended retention or full server backup is contracted under Data Accountability.
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