IT Support

Our managed IT support is an extension of your business – our team becomes yours.

Support is delivered per-user, regardless of the number of staff, servers, or network complexity. You’ll receive remote support from our service desk with three levels of expertise ready to solve even the most bizarre of IT problems.

If something goes wrong with your IT, don’t panic. You can contact us by phone, email, and within our client portal, the Breakwater Hub, where you can raise tickets and instant message with our engineers. The Hub also allows you to monitor all historical tickets, shop equipment, manage invoicing and quotes and more, putting you in control of your support.

Outside our core hours (8am-6pm), we’ll have someone on standby just in case something goes wrong. Additionally, 24/7 support is available if required.

We have a team of Account Managers, including our Co-CEO’s, who are dedicated to looking after you. They’ll meet with you regularly to gather feedback, share our latest insights and work with you on IT roadmaps and forecast budgeting. This means no nasty surprises down the road.

As a Breakwater client, you’ll also receive regular emails and updates with free guides, security tips, and more. As well as in-person events, such as our annual Cyber Security Conference.

As part of our managed IT support, you’ll receive 24/7 proactive monitoring, continual auditing and reporting on your systems, daily backup monitoring with monthly testing, equipment auditing, and web browser and email security.

Keeping your business secure sits at the core of the support we provide. That’s why we also include a range of security tools in our IT support, such as phishing simulations, an app protection policy, vulnerability scans and more.

We’re also proud to be a Microsoft Partner. This means that you benefit from the highest standard of support and knowledge on Microsoft products.

Any onsite work conducted under this support package will come at an additional cost.

In addition to our fully managed support, we can join forces with your existing, internal IT staff to provide them, and you, with extra support and expertise.

Whether you need additional help from our service desk team in resolving IT queries, or in the management of your systems and security, we work with the team you have.

This is a tailored package based on the existing infrastructure and team you have in place.

Do you have staff who, rather than having a physical workstation, spend their time working on the move?

Rather than support these employees with our standard support package, where much of the support included is not necessary, we offer an Office 365 support package.

This means we can manage their Office 365 licencing and security, alongside any support needed to work effectively on the road.

Our office hours are 08:00 – 18:00 Monday to Friday. But, we understand that sometimes you need to be flexible with your hours.

That’s why we have critical out of hours support available.*

Our critical out of hours are 18:00 – 22:00 Monday to Friday, and 09:00 – 17:00 Saturday and Sunday.

In addition to this, we do also offer 24-hour support packages. Get in touch if you’d like to know more.

*This service is for business critical incidents and is an additional charge.

We also offer smaller packages, allowing us to focus on particular areas of your IT that you need support with. This includes device monitoring, router/firewall, servers, and telephone systems. For full details on these support packages, get in touch with our team today.