Mock MSP — IT Services

How we work

Visible expertise. Invisible friction.

The way we run a partnership matters more than any single project. This is what working with us looks like month to month.

The service desk model

Named engineers

A primary and secondary engineer who know your environment. Not a queue of strangers reading a script.

One way in

Email, phone or portal — all three create the same ticket, visible to you.

Priority definitions

Written in your agreement: what counts as urgent, and what happens when it does.

Escalation path

A practice lead and an account owner, both named, both reachable.

Rhythm of the partnership

  1. 01 · Weekly

    Ticket flow reviewed internally; anything recurring becomes a problem record rather than a repeated fix.

  2. 02 · Monthly

    A short report: volumes, response times, changes made, and what we recommend next.

  3. 03 · Quarterly

    A review with your leadership on roadmap, risk and budget. One hour, no slides for their own sake.

  4. 04 · Annually

    A full environment and security review, plus a refreshed three-year plan.

Documentation is the deliverable

  • Environment documentation and diagrams kept current, owned by you.
  • Every change recorded with the reason, not just the action.
  • A roadmap with priorities, owners and rough effort.
  • An exit plan: if you leave, everything transfers cleanly. We would rather earn the renewal.

If it is not working

Plans run monthly after onboarding with one month's notice. If you decide to move on, we hand over documentation, accounts and admin access in full and help the next provider get oriented.

Support

Getting started

From first call to fully supported in about four weeks.

  1. 01

    Intro call — 30 minutes

    You tell us what is slowing people down. We say honestly whether we are a fit.

  2. 02

    Environment review — 1 week

    We look at your accounts, devices, backup and security, then share what we found in plain language.

  3. 03

    Proposal — fixed price

    A plan, a monthly price and a prioritised list of what to fix first. No obligation.

  4. 04

    Onboarding — 2 to 3 weeks

    We document, take over support, and give your people one place to ask for help.

Questions

Practical questions, answered.

How quickly do you respond?

Urgent issues that stop people working are picked up within the hour during business hours; everything else the same working day. Targets are written into your agreement.

Do we have to move everything at once?

No. We start by taking over support and fixing what hurts, then work through the roadmap in the order that makes sense for your budget.

Can you work with our existing internal IT person?

Yes — that is a common setup. We agree who owns what, and they keep the relationships inside the business.

What if we already have a provider?

We handle the transition, including documentation handover and account transfers. You keep working while it happens.

Is there a minimum contract?

Plans run month to month after onboarding, with one month's notice. Projects are quoted separately.

Do you support people outside the Netherlands?

Yes. We cover UK and US working hours from our London and New Jersey offices with the same service desk.