Clear priorities, clear escalation, fewer support surprises.
Managed IT works best when everyone understands what is urgent, how support is prioritised and what happens when an issue affects the business. MWITS classifies requests by business impact and confirms exact response commitments in the applicable service agreement.
We prioritise by impact, not by who shouts the loudest.
The examples below explain how common requests are generally classified. Exact service targets and inclusions depend on the client agreement and support plan.
Critical
A widespread outage, major security incident or failure that stops core business operations for multiple users.
High
A significant issue affecting important business functions, a key user or a group of users with limited workaround options.
Normal
Standard support issues where work can continue, including common software, device, account and configuration problems.
Request / Change
Planned work such as new users, access changes, software requests, small changes, advice or non-urgent improvements.
A practical service model around the business.
| Stage | What MWITS does | What helps us respond effectively |
|---|---|---|
| 1. Triage | Confirm impact, affected users, system involved and whether there is a workable alternative. | Tell us what stopped working, who is affected and when it started. |
| 2. Prioritise | Assign the request based on business impact and urgency. | Flag business-critical deadlines or operational impact clearly. |
| 3. Diagnose | Investigate remotely or coordinate onsite work when the issue cannot be resolved remotely. | Keep affected devices available where possible and provide requested access. |
| 4. Escalate | Bring in additional technical resources, vendors or service providers where required. | Provide vendor contacts or account details where they are not already documented. |
| 5. Resolve & document | Restore service, confirm the outcome and update relevant documentation or follow-up actions. | Confirm the issue is resolved from the user or business perspective. |
More than a ticket queue.
Managed support can include proactive monitoring, onboarding and offboarding, Microsoft 365 administration, security management, backup oversight, vendor coordination, network support and technology planning depending on the agreed scope.
Priority pathways
Managed clients have an agreed support model and clear escalation process.
Proactive work
Not every issue should wait for a ticket. Monitoring, maintenance and planned improvement help reduce avoidable disruption.
Client App
Where applicable, clients can access tickets, appointments, services, project information and secure communication through the MWITS Client App.
Technology ownership
We help keep documentation, vendors, licensing and core technology decisions under control.
Want support expectations defined before you sign?
We will scope the service model and explain the responsibilities, priorities and support arrangements clearly.