Managed Services
IT Support Retainer
Monthly per-seat IT support capacity for tickets, admin tasks, and operational continuity.
IT Support Retainer gives growing companies a flexible technical bench: ticket handling within plan hours, admin tasks across agreed systems, and a planning cadence. It is continuity for day-to-day IT—not a substitute for large transformation projects.
From $149 / seat / month
Who it’s for
- • Companies needing IT help without a full internal desk
- • Teams that want named collaborators on a seat plan
- • Orgs blending cloud, SaaS, and light infrastructure support
Problems we address
- • IT requests bounce between freelancers with no memory
- • No shared backlog or reporting
- • Small issues become emergencies for lack of capacity
Expected outcomes
- • Reserved monthly support capacity
- • Shared ticket/backlog channel
- • Monthly reporting on volume and themes
Capabilities
Concrete engineering capabilities included in a typical engagement for this service.
Ticket triage and resolution within plan hours
SaaS and workspace admin assistance
Endpoint and access help within agreed scope
Coordination with specialist ShelCron services
Documentation of recurring fixes
Monthly support summary
Technology
Representative technologies used for this service. Final stack depends on your estate.
- Jira / helpdesk tools
- Microsoft 365 / Google Workspace
- Common SaaS admin surfaces
- SSH / RDP when in scope
- Monitoring alert inboxes
Architecture
Operations loop
Signals from systems feed monitoring, incident response, and change control.
Deliverables
- • Support channel and intake process
- • Asset / system access onboarding
- • Monthly ticket and theme summary
- • Known-issue notes for recurring items
Out of scope
- • Unscoped emergency war rooms beyond plan hours
- • On-site hardware break/fix unless arranged
Timeline
Typical timeline
Starts within about five business days of subscription
Timeline depends on scope, access, and dependencies—not a delivery guarantee.
Process
A clear delivery path from discovery through handover and optional support.
01
Discovery
Goals, constraints, success criteria, and current-state review.
02
Architecture
Target design, interfaces, risks, and delivery sequence.
03
Implementation
Incremental build with visible progress and documented decisions.
04
Testing
Functional checks, failure paths, and acceptance criteria validation.
05
Deployment
Controlled release to staging and production with rollback paths.
06
Handover
Runbooks, access notes, and operator/admin walkthrough.
07
Support
Optional hypercare window or retainer continuity after go-live.
Subscription-based delivery
This service is delivered through monthly seat plans. Choose a plan and seat count to reserve capacity.
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FAQ
Each seat covers a named stakeholder/collaborator on the engagement. Delivery hours scale with plan tier and seat count.
Ready to build?
Tell us about your environment, constraints, and target outcomes. We’ll recommend a package or a scoped quote.