Customise your Service Options

Managed IT services for any size business.

Simply, select your service, click the contract term and hit the buy now button. We’ll then take it from there on the engagement, onboarding and lighting up the pathway of your service delivery journey.

Service Transparency
Green

24/7 Service Desk

Green

24/7/365 Monitoring

Green

Tier 1 – 3 Technical Support

Green

Proactive Fault Management

Green

Automated Triage

Green

SLA Backed Service Assurance

Green

Flexi-Services & Holiday Cover

Green

Access to Technical Consultancy

Green

Service Transparency

Green

ITILv4 Operational Standards

24/7/365

SERVICE DESK

SLA

SERVICE-LEVEL ASSURANCE

360°

UNIFIED MONITORING

Stratiam

"It's what differentiates our services"

CTO - David Poulton

Smartiles Technology
Tendring

Intergence Managed Security Services gives us instant, round-the-clock security management and a holistic view of our network. Because we know that any Cyber alerting will be managed by the Intergence SOC, we can put much more of our time into mitigation, remediation and user education.

Sam Wright

Cyber Security & Systems Manager

Tendring District Council

Tendring District Council

What our Customers say.

We are passionate about our services and take our work seriously always going above and beyond for our customers.

We are passionate about our services and take our work seriously always going above and beyond for our customers.

Follow us

Cyrus One

I would like to thank Intergence for the smooth transistion of our desktop service support. The migration has been a great success. CyrusOne greatly appreciates your efforts and the efforts of the whole service support team who were involved in the seamless transition and excellent ongoing support to our business. Please pass on our thanks to the team.

Phil Edge

European Operations Director

CyrusOne

Reuters

Intergence provided the highest caliber of network infrastructure engineering enabling Thompson Reuters to design, build, deploy and operate a private global high-speed MPLS network capable of delivering sub-second market data to hundreds of global financial services customers.

Trevor Myles

Global Head of Enterprise Network Technology

Thompson Reuters

We've got the badges

ISO ISO Cyber Cloud Crown

Service Desk Operations

Our service desk operations can operate 24/7/365 from our iSOC – Service Operations Centre based in Cambridge, UK with optional follow-the-sun 24/7 support.

Service Desk

  • Tier-1 tech-support agents
  • Standard 08:00-18:00 hrs business hours support
  • ITSM Integrated service management
  • Optional callout
  • Omnichannel service support access
  • 24/7 monitoring
  • ITILv4 operation
  • Stratiam portal
  • Follow-the-sun 24hr optional support
  • Service desk extension services
  • Procurement services

IT support when and where you need it. Contact us if you are looking for a service desk partner who can be flexible to your requirements.

Contact us

Follow us

360 Unified Monitoring

We provide 24/7 unified service monitoring with our service desk operations or as-a-service.

Service Monitoring

  • 24/7 Unified monitoring
  • Correlated alert & event
  • Auto-triage services
  • Event-based ticketing
  • SOC-as-a-service
  • Security management
  • Device management
  • Change management
  • Asset management
  • Capacity management
  • Performance mgt.
  • Patch management
  • Configuration mgt.
  • Documentation mgt.
  • Stratiam portal

IT monitoring support when and where you need it.

Contact us if you are looking for a service desk partner who can provide flexible 24/7 monitoring services.

Contact us

Follow us

#SERVICE

TRANSPARENCY

What we see, you see.

Service Level Agreements - SLAs

Service Level Agreements (SLAs) represent our promise to deal with your IT issues and requests within a given time frame. They show that we have an efficient and mature process for providing IT support in alignment with the agreed contract. Our SLAs are fully aligned on the agreed business hours cover and the priority of your issue or request.

Service Level Agreements (SLAs) represent our promise to deal with your IT issues and requests within a given time frame. They show that we have an efficient and mature process for providing IT support in alignment with the agreed contract. Our SLAs are fully aligned on the agreed business hours cover and the priority of your issue or request.

Stopwatch

Standard Business IT Support Hours

  • Our standard cover runs from 08:00 am to 18:00hrs (GMT/BST), from Monday to Friday, excluding public holidays for England.
  • Out-of-hours callout cover is optional
  • Extended service/follow-the-sun cover is optional
  • Our monitoring services run 24x7x365 and major issues are dealt with by our out-of-hours incident team, and you can elect to increase cover for critical systems if you wish.
  • Our SLA timers run only during your agreed hours of cover.
  • Extended/Customisable SLAs are subject to discussion
Contact us

The Clock is Ticking!

We have standard assigned timers running on every ticket raised by our clients. The important metrics we focus on are the MTTR – Mean-Time-To-Respond and the MTTF – Mean-Time-To-Fix (Resolution).

Our standard ticket priority metrics

*These are the average SLA times recorded per priority level - Snapshot data taken 30th April 2021.
PRIORITY STATUS IDENTIFIER MTTR (RESPONSE) MTTF (RESOLUTION) *AVERAGE SLA
1 CRITICAL 15mins 45mins 99.94%
2 HIGH 45mins 8hrs 99.98%
3 MEDIUM 90mins 3days 99.95%
4 LOW 90mins 5days 99.99%

Download our standard Service Level Agreement contract

Contact us

Book a Call Back
Request a Free Consultation