What does “Managed” mean?

“Managed” means we proactively oversee your computers, servers, and cloud environment (such as Microsoft 365). Our managed services include:

• Active monitoring of security, hardware, backups

• Managed Detection and Response (MDR)

• Continuous system health checks via our Support Agent installed on each device

MDR adds a human layer of threat detection and response to catch suspicious activity before it causes harm.

While not every issue is predictable, our monitoring reduces risk by flagging potential problems early.

Can I see a comparison of your plans?

Yes — here’s a summary of the three tiers (Security+, Standard, Premium).
(Use this in a table or comparison layout on the site for clarity.)

What is Managed Detection and Response (MDR)? Why use Microsoft Defender?

MDR is a security service that provides continuous monitoring and human-driven threat response. We combine Microsoft Defender’s core capabilities with active human review to identify and remediate advanced threats. This approach helps detect both known and unknown risks more effectively.

What is Identity Threat Detection and Response (ITDR) for Microsoft 365?

ITDR is a specialised service protecting your Microsoft 365 environment from identity-based attacks — such as compromised accounts or suspicious sign-ins. With 24/7 monitoring by our security operations team, we intervene early to contain threats and prevent escalation.

What do your cloud backups cover?

Our managed backup services include:

• Computer backups — user files, documents

• Server & application backups — OS, applications, data

• Microsoft 365 backups — email, OneDrive, SharePoint

• Additional options — desktop backup, NAS, etc.

This ensures coverage at all levels with proactive monitoring and recovery capability.

What are managed updates and third‑party patching?

Under managed services, we ensure your systems are kept current with security patches from Microsoft and commonly used third‑party software (e.g. Adobe Reader, Java, Chrome, Firefox).
Our monitoring tools let us see if updates fail and intervene before problems arise.

What does hardware & OS monitoring include?

We monitor a wide range of system health signals, such as:

• Antivirus presence & currency

• SMART data on hard drives

• Device manager / driver errors

• Low disk space

• OS corruption & repair

• Compatibility with Windows upgrades

Note:

1. Some issues aren’t detectable via monitoring — user reporting helps fill the gap.

2. Network devices (e.g. switches, routers) are usually managed via vendor tools and their alerts integrated into our ticketing system.

What do you do behind the scenes?

While automation drives much of the work, real technicians oversee dashboards and respond to generated alerts. Our systems surface incidents and backup issues into ticketing workflows, allowing prompt attention.

How do I raise a support ticket?

You’ve got options:

1. Support app (on your PC):

   • Find the “Just In Tech Support Agent” icon in the system tray

   • Click → “Log a support ticket” → submit

2. Email: Send to [email protected]

3. Phone: Call us on 06 843 8363 — we’ll log the ticket for you

Typical tickets can be resolved in ~15 minutes; complex issues may take longer. Onsite work is charged at standard hourly rates.

What are the terms & billing details?

• Billing is monthly, per device (computer/server), excluding GST

• We count “active assets” (those checked in within last 90 days or formally decommissioned)

• Included support covers remote & phone service; onsite work is extra

• Support hours can’t roll over month to month, but big projects may be negotiated

• Excess work (beyond included hours) is billed at our standard rate