What are managed IT services?
Managed IT services means handing day-to-day responsibility for your technology to an outside team, for a fixed monthly fee. Instead of calling someone when something breaks, you get a provider who supports your staff, keeps systems patched and secure, and plans ahead so problems happen less often.
For most Kent businesses with 10 to 200 staff, it replaces the cost of an in-house IT team, or supports a small one that’s stretched thin.
What’s included in a managed IT contract
A good contract should cover seven areas. If one is missing, ask why.
1. Helpdesk support for your staff. This is the core of the service: a team your people can call, email or log a ticket with when something stops working. Check whether support is unlimited or capped, and what response times are guaranteed. At BCS, helpdesk support is unlimited for every customer, with a 15-minute response target when someone can’t work. We publish how we perform against our SLA, including exactly how it’s measured. You can read more about our IT support in Kent.
2. Proactive monitoring and maintenance. Your provider should monitor servers, laptops and network equipment around the clock, and apply security updates on a schedule. The aim is to catch failing disks, full storage and missed patches before your staff notice.
3. Cyber security. At minimum: endpoint protection, email filtering, multi-factor authentication and patch management. Many contracts now include managed cyber security with threat monitoring and staff training. The NCSC’s Cyber Essentials scheme is a useful benchmark for what “basic” security should cover.
4. Backup and disaster recovery. Backups of servers, Microsoft 365 and key systems, plus regular restore tests. A backup you’ve never restored from isn’t a plan. Our backup and disaster recovery case study shows why. See our backup and disaster recovery services.
5. Cloud and Microsoft 365 management. User accounts, licences, mailboxes, Teams and SharePoint, managed and secured as part of the contract. See our cloud computing services.
6. Connectivity and communications. Depending on the provider, this can include your internet, managed WiFi and VoIP phone systems.
7. IT strategy and account management. This is where IT services become IT solutions. Regular reviews should cover what’s ageing, what’s at risk and what to budget for next year, so technology decisions are planned rather than reactive.
What usually isn’t included
Most contracts charge separately for:
- new hardware and software licences
- large projects, such as office moves, server migrations or new system rollouts
- on-site visits beyond an agreed allowance [confirm BCS policy]
- work on systems outside the agreed scope, such as specialist line-of-business software
None of this is a red flag, as long as it’s written down clearly before you sign.
Questions to ask before you sign
- Is helpdesk support unlimited, or charged per ticket or per hour?
- What are the response targets, and when does the clock start?
- Does the provider publish how it performs against its SLA?
- How often are backups tested, and will you see the results?
- Which security certifications does the provider hold itself? BCS holds Cyber Essentials Plus and ISO 27001.
- What’s the notice period, and how is your data handed back if you leave?
For a fuller checklist, see our guide on how to compare IT support companies in Kent.
Why a Kent-based provider matters
Most support is delivered remotely, but some problems need an engineer on site. A provider based in Kent can reach you on the same day, knows the local connectivity landscape, and has a reputation in the county to protect. BCS won the Kent Invicta Chamber Business Award for Excellence in Customer Service in 2024.
If you’d like a clear breakdown of what a managed IT contract with us would include for your business, get in touch.
Frequently asked questions
How much do managed IT services cost in Kent? Most providers charge per user, per month, with the price depending on what’s included. We charge per user and device, as we’re aware that every business is different and has unique requirements. For one user and device, our pricing starts at £35 per month.
What’s the difference between IT support and managed IT services? IT support fixes problems when they happen. Managed IT services also prevent them, through monitoring, maintenance, security and planning.
Can managed IT services work alongside an in-house IT person? Yes. This is often called co-managed IT. The provider handles the helpdesk, monitoring or security, and your in-house person focuses on projects and business systems.