Managed IT services From a team that knows your business.
Managed IT from a designated group of engineers who know your systems, your people and why things are set up the way they are. Faults are fixed at the cause, and what the team learns about your business stays with your company, whoever is on shift.
- A team that knows you
- Fixed at the cause
- Knowledge stays with you
- One owner, every supplier
Knowledge
Continuity is the part of IT support that most often fails
Knowledge sits with a few people
Knowledge of an IT environment is held by a few people: who set it up, why it is configured the way it is, which supplier to call.
A designated team learns it
The engineers who handle your requests know your people, your systems and the decisions behind them. Not whoever happens to be free.
And it stays with you when people change
What the team learns is written down and belongs to your company. A change in the team is planned in advance and the next engineer arrives briefed, so nobody explains your setup from scratch.
Services
Where Copler is engaged
A local office of an international group, or a company with offices in several locations, running on the group's tools and policies with no IT staff on site.
Managed IT services for international companies
IT responsibility sits with one person alongside their main role, or is divided between several contractors.
Outsourced IT support
An in-house IT team is absorbed by routine requests and cannot progress its own projects.
Co-managed IT services
How it works
How the service is structured
A dedicated team
A designated group of engineers works with your company. They know your people, your systems and your priorities, and they are the ones who handle your requests.
Your standards
Copler operates within your ticketing system, security policies and NDA, agreed before the first request. Where a ticketing system, monitoring or documentation does not exist yet, we implement it and set up the process with you.
Resolution
A request is closed when the issue is resolved; 90% are resolved within the same working day. A fault that recurs is investigated and fixed at root cause. Request volumes are reported monthly.
Single point of accountability
When a fault involves your connectivity, telephony or software vendors, Copler manages the resolution with them so you are not passed between suppliers. Work that requires physical presence is carried out by your local engineer or partner and coordinated by Copler.
Requests
How we handle an IT support request
A fault that recurs gets a root-cause review. Our aim is for you to need us less often each quarter, and the monthly report shows whether that is happening.
One system for every request
Every IT support request enters the same system, whoever sends it and however they send it. If you do not have such a system, we implement one and train your people to use it.
An engineer who speaks both languages
Your employee says “it stopped working.” Our engineer works out what broke and passes it on in precise technical terms, so the fix starts with the right information.
Issue solved remotely, or on site when required
Anything that can be resolved remotely is done straight away. Work that needs a person on site is carried out by your local engineer or partner and coordinated by Copler.
Request tracked through L1, L2 and L3 to the end
Each level has an owner, so the request moves forward with its context. A ticket closes when the problem is solved.
Scope
What our managed IT services cover
As your managed service provider, we deliver the service remotely; on-site work is coordinated by Copler.
User support (L1)
Help desk for your employees: accounts, workstations, Microsoft 365 and Google Workspace, peripherals, access requests.
System administration and security (L2)
Updates, endpoint protection, configuration, software compliance, and baseline security policies: passwords, encryption, two-factor sign-in.
Server administration
Monitoring of Windows and Linux servers, backup and recovery, configuration.
Backup and disaster recovery
Configuration, scheduled testing, a documented recovery plan.
Access control
Access levels matched to roles, joiners set up and leavers removed the same day, and a regular review of who has access to what.
Accounts, licences and subscriptions
Administration and review.
- The year we started providing services
- 2016
- Of requests resolved the same day
- 90%
- Client satisfaction rate (CSAT)
- 98%
Standards
What every engagement includes
A dedicated team
A designated group of engineers works with your company and knows how it operates.
Managed handover
Changes in the team are planned, communicated in advance and documented, so the knowledge of your business stays with your account.
Structured transition
A transition plan with dates, agreed before service begins.
Monthly reporting
Request volumes, resolution performance, recurring issues and the actions taken.
Root-cause resolution
Recurring faults are investigated and resolved at source.
Defined escalation
A clear route for issues that are important but not urgent.
Defined scope
Responsibilities and exclusions set out in writing; for organisations with an in-house IT team, communication runs through the IT lead.
Processes and tools
We work in your systems. Where ticketing, monitoring or documentation does not exist, we implement and configure it in the first months.
Contact
Request a proposal
Provide the number of users, sites, servers and the systems in use. We will contact you within one working day.