Summary
This article explains what KTS Managed IT Support is, what it typically covers, and how it differs from ad hoc support. It is designed to help you understand the scope of your service and where to go for help.
Who this is for
Business owners, office managers, finance contacts, and any end user who wants to understand what their Managed IT contract with KTS includes.
What Managed IT Support usually covers
Managed IT Support is a proactive service where KTS takes ongoing responsibility for the health of your IT environment. A typical managed service includes:
-
A service desk for day-to-day user issues
-
Remote support for laptops, desktops, and mobile devices
-
Remote monitoring of key devices and systems
-
Patch management and security updates
-
User account creation, changes, and leavers
-
Basic Microsoft 365 or Google Workspace administration
-
Standard endpoint security tooling
-
IT documentation and asset records
-
Regular service reviews with your account manager
The exact inclusions for your organisation are set out in your service agreement. If you are not sure what is in scope for you, ask your account manager.
What is usually not included as standard
Some things are handled separately or as project work, for example:
-
Office moves or new site builds
-
New hardware purchases
-
Major software rollouts or migrations
-
Third party vendor escalations outside your core systems
-
Out of hours work unless explicitly agreed
These can still be delivered by KTS, but usually sit outside the day-to-day managed support scope.
Ad hoc support vs managed support
Ad hoc support means you contact KTS only when you have an issue, and work is charged on a per-incident basis. Managed support is a continuous service with agreed coverage, proactive monitoring, and a single point of contact. Managed customers typically see fewer surprises and faster response times because we already know your environment. Ad hoc support is typically priced with a much higher cost due to the lack of retainer.
When to contact the service desk
Contact the service desk any time you have a question about whether something is covered, or when you need help with a user, device, or system issue.