IT Support
We look after your technology, you look after the business.
Outsourced IT support that keeps your people working
You should be able to focus on what you do best without IT getting in the way. Our IT support gives you a team that takes responsibility for your technology, leaving your people free to get on with their work, from day-to-day troubleshooting through to infrastructure management, hardware lifecycle planning and strategic reviews.
How you outsource that support depends on the size of your organisation and whether you have your own IT team. We can become your IT department in full, work alongside an internal team on the areas they need covered or provide the service operation behind a larger, multi-site estate. Whatever the arrangement, the same team of engineers looks after your account and comes to know your systems as closely as an internal team would.
How we deliver IT support
There are three ways to work with us. The right one depends on whether you have your own IT team and how large and complex your estate is. Managed IT support suits organisations with no internal team, where we become your IT department. Co-Managed IT support works alongside an existing team, taking on the areas you agree. Enterprise IT support runs the service operation behind large, multi-site organisations. Each one is set out below.
Managed IT support for businesses without their own IT team
With managed IT support, we become your IT department, and every IT issue your staff raise comes to our service desk rather than to anyone inside your business. Everything behind that desk sits with us as well, from monitoring your servers and network through to the patch schedule, the device builds, the hardware records and the Microsoft 365 tenant your business runs on.
You choose between two levels, Standard and Premium, both priced per user per month.
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Standard
Unlimited remote technical support from Monday to Friday 08:00 – 18:30
Out-of-hours supportTwo days per annum of onsite support
Infrastructure monitoring and maintenance
5 Build and configuration of devices a month
Microsoft 365 workspace & licence management
Updates and patch management
Hardware lifecycle management
Streamlined software deployment
Third Party Liaison
Annual Network security audit and analysis
Annual Microsoft Secure Score audit
Identity and access management
Implement DMARC and DKIM security rules for your email
Cyber Essentials readiness check
Dedicated customer success representative
Annual Business review
Annual KPIs and ticket data review
Annual Infrastructure and hardware review
Annual IT efficiency maximisation
Annual IT Strategy and business goals alignment
Annual Cloud cost optimisation
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Premium
Unlimited remote technical support from Monday to Friday 08:00 – 18:30
Out-of-hours support
Four days per annum of onsite support
Infrastructure monitoring and maintenance
7 Build and configuration of devices a month
Microsoft 365 workspace & licence management
Updates and patch management
Hardware lifecycle management
Streamlined software deployment
Third Party Liaison
Bi-Annual Network security audit and analysis
Quarterly Microsoft Secure Score audit
Identity and access management
Implement DMARC and DKIM security rules for your email
Cyber Essentials readiness check
Dedicated customer success representative
Quarterly Business review
Quarterly KPIs and ticket data review
Quarterly Infrastructure and hardware review
Quarterly IT efficiency maximisation
Quarterly IT Strategy and business goals alignment
Quarterly Cloud cost optimisation
Co-Managed IT support for businesses with their own IT team
When your organisation has its own engineers, we work alongside them as an extension of your IT function. We can cover cyber security and compliance, IT leadership and roadmapping, vendor management, disaster recovery planning, cloud cost optimisation and the project delivery effort needed for major rollouts and platform changes.
We agree scope at the start so your team retains overall ownership. Our engineering depth and strategic input are concentrated on the work that needs it most. You choose the support you need from the five components below.
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Co-Managed IT Support
Add responsive support where your team needs it most. We provide service desk overflow, monitoring, patching and vendor coordination, reducing operational pressure and freeing your senior IT staff to focus on projects, strategy and high-priority issues.
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Infrastructure & Cloud Management
We manage the infrastructure your organisation depends on across both cloud and on-premise environments. From monitoring and maintenance to configuration, resilience planning and disaster recovery, we keep your platforms reliable and aligned to your business needs.
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Cyber Security & Compliance
Cyber security and compliance demands keep growing. Many internal teams lack the time or specialist depth to manage them alone. We add managed security, vulnerability management, awareness training, compliance alignment and strategic cyber guidance.
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IT Leadership & Strategy
Where internal teams are focused on keeping things running, long-term planning can slip. We provide strategic IT input to help shape your roadmap, guide investment, align technology with business priorities and support organisational change as it happens.
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Project & Change Delivery
When internal teams are stretched, projects take longer and carry more risk. We add technical delivery and project management resource to help you execute change effectively, from infrastructure refreshes to cloud migrations and wider transformation.
We work with charities and non-profits at a reduced rate
Charities and non-profit organisations get the same IT support as any other client at a reduced rate, at £20 per user per month on Standard and £23 on Premium, because every pound saved on IT is a pound that goes further towards your cause. It is a discount rather than a cut-down service, with the support hours, the monitoring and the reviews identical to any other client’s.
Types of support offered by Acronyms
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IT helpdesk
Our service desk is your first point of contact when someone needs help. Every request is logged, prioritised against agreed response times and worked through first, second and third line until it is resolved. Ticket reporting shows you the queue and the issues that recur.
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Remote IT support
Most of the IT issues your team raises are resolved remotely. Our engineers connect to the affected device over a secure connection and fix software, email, account and connectivity problems, often within minutes, wherever your people are working.
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On-site IT support
When an issue cannot be resolved remotely, or a task needs physical presence such as equipment installation or cabling, our field engineers are positioned across the South West to attend your premises promptly, using the emergency onsite days in your support.
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Out-of-hours support
Out-of-hours support extends cover beyond 8am to 6.30pm for the problems that cannot wait until morning. Critical monitoring alerts are actioned as they arrive, and a 24/7 service desk is available in our Premium Managed IT package.
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Monitoring and maintenance
Monitoring runs around the clock across your servers, network and devices using Datto RMM, giving our engineers continuous visibility of your environment. It covers network and backup monitoring, patching and maintenance, and flags the early signs of hardware failure, capacity limits and security alerts. -
Hardware and device management
We provide hardware lifecycle reports covering the age, condition and performance of every device in your estate. Device health summaries and hardware management plans help you budget with confidence, and devices bought through our procurement team arrive configured.
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Third party liaison
When a fault sits with one of your suppliers, from your line provider and software vendors to line-of-business applications and your phone system, we raise it, chase it and hold the ticket until they close it. Your team reports the problem once and hears back from us, rather than chasing several suppliers themselves. -
Business reviews and strategy
Our structured business reviews assess how your technology is performing against your business goals, led by a dedicated customer success representative. Depending on your level of support, you also receive licence reviews, management information packs and network security audits.
Our approach to IT support
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Plan proactively
Getting to know your business is a crucial first step in offering the best possible IT support. We review how you work, what your priorities are and what your current IT environment looks like. From there, we shape your support around what we’ve learned and configure proactive monitoring to catch issues before they affect your team.
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React swiftly
When something does go wrong, our engineers work to resolve it straight away rather than logging a ticket and moving on. If a problem needs escalating, we keep you informed about what is happening and what the next steps are. The priority is always getting your people back to productive work as quickly as possible.
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Learn from feedback
We track every support request and analyse the data to identify patterns. If the same type of issue recurs, we investigate and fix the underlying cause rather than treating the same symptoms repeatedly. Combined with hardware monitoring, regular service reviews and feedback from your team, support improves the longer we work together.
Related IT Services
Industries We Support
We have experience working with a range of clients, from SMEs and enterprise organisations to charities, across different industries and sectors. Over the years, we’ve built particular depth in legal, charity, leisure & tourism and manufacturing, supporting businesses within these sectors across the South West and the wider UK.
Why choose Acronyms for IT support
99% support-desk satisfaction · most issues resolved on the first call · a direct line to your engineers
The person who answers can usually fix it
You reach the service desk directly. Our first-line engineers have the technical depth to resolve most issues on the spot rather than passing you up a chain. Behind them sit infrastructure and security specialists, so when something does need escalating it reaches the right person fast, up to leadership if it matters.
Support that flexes around you
We do the practical thing when it helps. Whether that’s getting a replacement laptop to someone working from home or planning around an outage while a supplier restores service, we won’t leave you waiting on a ticket.
Frequently asked questions
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We work with organisations from around ten users upwards, and most of our clients have between twenty and a hundred people. There is no upper limit, and we support larger, multi-site organisations that run their own internal IT teams.
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The price follows each member of staff wherever they work and across every company device they use. Cyber security is charged per device, because the device is what is being protected. Charities and non-profits pay a reduced rate on both services.
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Yes. Standard and Premium both include unlimited remote support between 8am and 6.30pm, with no charge per ticket and no limit on how often your team contacts us. The two exceptions are project work, which is scoped and quoted separately, and support beyond those hours, which is included on Premium and available as an add-on on Standard.
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Yes, and it makes no difference to what you pay. Support is priced per user rather than per site, and a home worker gets the same remote support, monitoring and patching as someone sitting in your office. Their home broadband sits outside our support, though our engineers will diagnose it and tell you what would resolve it.
Let’s talk about your IT
Every organisation’s IT is set up differently, so we begin by understanding yours. A short, no-obligation conversation helps us see how your technology works today and where it’s holding you back, and gives you a clear, honest view of what’s working well and where the biggest improvements lie.