How We Work

Three phases. Published SLAs. Service credits if we miss them. We believe the best way to earn trust is to show exactly how we operate.

Our Operating Model

Three phases, one continuous cycle. Every client relationship follows the same proven framework.

Week 1-2

Baseline

We assess your environment, deploy our security stack, and establish your baseline Secure Score. Every device, every identity, every mailbox, secured to standard.

Ongoing

Operate

Monthly reporting, proactive maintenance, security monitoring, and helpdesk support. We run your IT so you can run your business.

Quarterly

Improve

Quarterly reviews to identify opportunities. Score improvements, new capabilities, budget planning, and strategic alignment.

Week 1-2

Baseline

We assess your environment, deploy our security stack, and establish your baseline Secure Score. Every device, every identity, every mailbox, secured to standard.

Ongoing

Operate

Monthly reporting, proactive maintenance, security monitoring, and helpdesk support. We run your IT so you can run your business.

Quarterly

Improve

Quarterly reviews to identify opportunities. Score improvements, new capabilities, budget planning, and strategic alignment.

Monthly Rhythm

Monthly report delivered to your inbox, with ad-hoc review calls whenever you need them. No waiting for quarterly cycles to raise a concern.

Quarterly Reviews

Business review with score trends, recommendations, and roadmap. We sit down, walk through what's changed, and plan what's next.

Your First 90 Days

What a typical onboarding journey looks like, from discovery through to full operational handover.

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Secure Scores

Live Microsoft Secure Score data across all managed tenants, plus the security baseline behind the results.

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Free Security Assessment

Find out where your Microsoft 365 security stands. No obligation, just actionable findings.

Learn more →

Escalation Path

If something isn't right, you always have a clear path to resolution. Here's who gets involved and when.

Level 1

Service Desk Manager

SLA breach or client request

Level 2

Operations Director

Repeated breaches or major incident

Level 3

Managing Director

Unresolved escalation or contractual concern

How We Work FAQ

What happens if you miss an SLA target?

Service credits are available on application. If we drop below 95% on any SLA metric, you are entitled to a 5% credit. Below 90% is 10%, and below 85% triggers the maximum 25% credit. Credit terms, exclusions, and the claims process are set out in your signed Service Level Agreement. We publish these commitments because we expect to meet them.

How do you handle after-hours emergencies?

P1 (critical) and P2 (high) incidents are covered 24/7, including weekends and public holidays. Our managed detection and response service monitors around the clock, and critical alerts trigger immediate escalation regardless of time.

Can I keep my existing tools?

We assess your current environment during onboarding and recommend the optimal configuration. Some tools integrate well with our security baseline; others may need replacing to meet the standard. We will always explain the reasoning behind any recommendation.

How long does onboarding take?

Typically 8-12 weeks from signing to full operational handover. The exact timeline depends on your environment size, complexity, and any existing technical debt. We will agree a tailored onboarding plan during the discovery phase.

What's included in the monthly fee?

Every tier includes our security baseline, helpdesk support, monitoring, and monthly reporting. Higher tiers add deeper management, strategic advisory, and additional tooling. See our pricing page for a full feature comparison across all five tiers.

See your options

Every tier includes the same security baseline. Choose the level of management that fits your business.

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