Service desk
Friendly help by email and remote support, Monday to Friday, 08:00 to 17:00.
IT support for 10 to 250 staff
IT support for organisations with 10 to 250 staff
Senior-led IT support for charities, councils, sports bodies, schools and growing businesses. One accountable partner for your service desk, Microsoft 365, security and backup, with clear service levels.
- Service desk Monday to Friday, 08:00 to 17:00
- 30-minute response to critical issues
- A named contact who knows your setup
Overview
Key information at a glance
| Service | Managed IT support |
|---|---|
| For | Organisations with 10 to 250 staff |
| Service desk | Monday to Friday, 08:00 to 17:00, UK time |
| Critical (P1) response | 30 minutes |
| High (P2) response | 1 hour |
| Support | Email and remote, with on-site visits when needed |
| Pricing | Per user, per month, quoted in writing |
| Provider | AlphaPath Group |
|---|---|
| Founder & CTO | Mohsen |
| Experience | 15 years in networks, infrastructure, security and cloud |
| Platforms | Microsoft 365, Windows, macOS and Intune |
| Security | Cyber Essentials readiness and NCSC guidance |
| Contact | hello@alphapathgroup.com |
| Service levels | Download PDF of our service levels |
What we look after
What is included depends on your plan. Every plan includes the service desk, monitoring, patching and Microsoft 365 administration.
Proactive monitoring
Laptops, servers and networks monitored, with alerts acted on before they become problems.
Patching and updates
Security updates for Windows, macOS and common applications on a regular schedule.
Microsoft 365
Users, licences, email, Teams and SharePoint managed and kept tidy.
Security baseline
Multi-factor authentication, endpoint protection and email security, with Cyber Essentials readiness.
Backup
Microsoft 365 and key data backed up, with restores tested.
Devices
New laptops set up automatically with Intune, managed day to day and securely retired.
Joiners and leavers
New starters ready on day one, and leavers locked out on time.
Service levels
Clear hours and response targets
Our service desk runs Monday to Friday, 08:00 to 17:00, UK time. These are our targets for every support plan.
| Priority | What it means | Response | Updates | Target resolution |
|---|---|---|---|---|
| P1 Critical | Your organisation cannot work, or a security incident is in progress.For example, email is down for everyone, or a ransomware alert. | 30 minutes | Every hour | 4 hours |
| P2 High | A team, a site or a key system is affected.For example, a shared drive or line-of-business application is unavailable. | 1 hour | Every 2 hours | 8 hours |
| P3 Medium | One person is affected, or a workaround is available.For example, a laptop fault, or a problem with one mailbox. | 2 hours | Daily | 2 working days |
| P4 Low | Requests, changes and questions.For example, setting up a new starter, or a licence change. | 4 hours | When complete | 5 working days |
- Times are measured during service hours: Monday to Friday, 08:00 to 17:00 UK time, excluding bank holidays.
- Response means a qualified engineer is working on your issue, not an automated reply.
- Target resolution means a fix or a workaround. If the cause sits with a third party, such as Microsoft or your internet provider, we manage them for you and keep you updated.
- We agree the priority with you when you report an issue, and we report on these targets in regular service reviews.
Getting started
How onboarding works
We agree an onboarding plan and timeline with you before we start, so there are no surprises.
Talk and review
An introductory call, then a look at your systems, risks and licences.
Proposal
A clear written proposal setting out your plan, service levels and monthly price per user.
Onboarding
We document your systems, tidy up access, turn on multi-factor authentication and set up monitoring and backup. If you are switching provider, we manage the handover.
Support and improve
Your team uses the service desk and has a named contact, with regular reviews and a rolling improvement plan.
Support plans
Choose the level of support that fits
Four levels, from small teams to organisations with their own IT team. Plans are priced per user, per month, so costs are predictable and grow only with your organisation. We recommend the right level after a short review and confirm the price in writing.
Essentials
Reliable day-to-day support, monitoring and updates.
Includes:
- Service desk, Monday to Friday, 08:00 to 17:00
- Response targets from 30 minutes for critical issues
- A named contact who knows your setup
- Proactive monitoring and patching
- Microsoft 365 user and licence admin
- Multi-factor authentication and a security baseline
Standard
Everyday support plus stronger security, device management and backup.
Everything in Essentials, plus:
- Endpoint protection on every device
- Device management with Microsoft Intune
- Immutable Microsoft 365 backup
- Regular IT review meetings
Complete
A full IT department, including staff training, Cyber Essentials and disaster recovery.
Everything in Standard, plus:
- Phishing simulations and staff training
- Cyber Essentials readiness support
- Annual disaster recovery exercise
Co-managed
Specialist support, projects and architecture advice alongside your in-house IT team.
Everything in Complete, plus:
- Co-managed IT alongside your in-house team
- Architecture, data centre and strategy advice
- Board-level reporting
| Essentials | Standard | Complete | Co-managed | |
|---|---|---|---|---|
| Service desk, Monday to Friday, 08:00 to 17:00 | Included | Included | Included | Included |
| Response targets from 30 minutes for critical issues | Included | Included | Included | Included |
| A named contact who knows your setup | Included | Included | Included | Included |
| Proactive monitoring and patching | Included | Included | Included | Included |
| Microsoft 365 user and licence admin | Included | Included | Included | Included |
| Multi-factor authentication and a security baseline | Included | Included | Included | Included |
| Endpoint protection on every device | Not included | Included | Included | Included |
| Device management with Microsoft Intune | Not included | Included | Included | Included |
| Immutable Microsoft 365 backup | Not included | Included | Included | Included |
| Regular IT review meetings | Not included | Included | Included | Included |
| Phishing simulations and staff training | Not included | Not included | Included | Included |
| Cyber Essentials readiness support | Not included | Not included | Included | Included |
| Annual disaster recovery exercise | Not included | Not included | Included | Included |
| Co-managed IT alongside your in-house team | Not included | Not included | Not included | Included |
| Architecture, data centre and strategy advice | Not included | Not included | Not included | Included |
| Board-level reporting | Not included | Not included | Not included | Included |
Plans can be adjusted to suit you. Data centre, consulting and project work is quoted separately.
Who it is for
Built for organisations like yours
Small teams with big responsibilities: staff, volunteers, members and public money to look after.
Documents
Documents for your records and tenders
Download our service documents, or read our policies.
- Service levelsPriority levels with response, update and resolution targets · PDF, 153 KB
- IT support service descriptionWhat is included, support plans, service levels and onboarding · PDF, 249 KB
- Privacy policyHow we handle personal information
- Cookie policyThis website sets no cookies
Preparing a tender or due diligence questionnaire? Email hello@alphapathgroup.com and we will help with your questions.
FAQs
Frequently asked questions
What are your support hours?
Our service desk runs Monday to Friday, 08:00 to 17:00, UK time. Planned work, such as migrations and upgrades, can be scheduled out of hours by arrangement.
How quickly will you respond?
During service hours we aim to respond to critical issues within 30 minutes, high-priority issues within 1 hour, medium issues within 2 hours and requests within 4 hours. The table above sets out our targets for updates and resolution too.
How much does it cost?
Plans are priced per user, per month. We send a written quote after a short conversation and a look at your setup, so you only pay for what you need.
Can you take over from our current provider?
Yes. We plan the handover with you, collect admin access and documentation, and check that nothing is missed during the switch.
Do you visit on site?
Most issues are fixed fastest remotely. When someone needs to be on site, we arrange a visit.
Do you work with volunteers and board members?
Yes. We set up secure accounts and shared access for volunteers, trustees and board members, so the organisation keeps control of its data.