Managed IT Support.

We use four priority tiers. P0 (production down, business stopped): 15-minute response, 4-hour resolution target, 24/7. P1 (major degradation): 30-minute response, 8-hour resolution. P2 (partial impact): 2-hour response, next-business-day resolution. P3 (minor or request): same-day acknowledgement, 3-business-day resolution. SLAs are contractual with monthly reporting and service credits for misses, not aspirational targets.

Per-seat works when your headcount is stable and support volume scales linearly with users - typical for SMEs and professional services. Flat-rate works for organizations with variable headcount, heavy infrastructure and predictable monthly ticket volume - typical for fintech and SaaS. For mixed estates we often combine a flat infrastructure retainer with per-seat end-user support, so each cost driver is funded by what actually generates it.

Yes. We manage Windows endpoints via Intune or NinjaOne, Macs via Jamf or Mosyle, and Linux servers via Ansible plus our own runbook tooling. We integrate with your identity provider (Okta, Azure AD, Google Workspace) for SSO and conditional access, and we ship onboarding and offboarding workflows so HR triggers automatically deprovision accounts within an hour.

We take it as-is. Onboarding starts with a 2-week discovery to inventory assets, document tribal knowledge, identify single points of failure and triage known issues. We then publish a stabilization plan with quick wins (backups, patching cadence, monitoring) before any larger modernization. We don't gate support on a rebuild - that delays the value you're paying for.

Our Accra, Lagos and Nairobi teams cover 06:00 to 22:00 GMT Monday to Friday locally with shared inboxes and on-call rotations for P0 and P1 incidents 24/7. Clients in EU, UK and US East get full business-hours overlap plus genuinely-staffed overnight on-call - not just an answering service that pages someone hours later.

Tiered RTO/RPO based on the workload: tier-zero systems get hourly snapshots plus cross-region replication; tier-one daily snapshots with 30-day retention; tier-two weekly with 90-day retention. We test restores quarterly because untested backups have a habit of being unrestorable. For Ghana-based clients we keep one offline copy that satisfies most insurance and BoG resilience requirements.

If you have under 25 employees and your stack is purely SaaS (Google Workspace, Slack, GitHub), a part-time freelancer is cheaper. If you need on-site hands across multiple offices outside Ghana, Nigeria, Kenya or Rwanda, we'll point you to local partners. We're best for organizations of 50 to 2000 people with hybrid infrastructure who need a true partner rather than a ticket factory.