IT Managed Services & Technical Support
Incident & Problem Management
ITIL-aligned processes to restore service quickly during outages and then eliminate the underlying causes, so major incidents are coordinated calmly and repeat failures steadily decline.
Overview
Why it matters
for your business.
During a serious outage, confusion costs as much as the fault itself. Several people investigate the same thing, customers get no updates and, once service returns, everyone moves on without asking why it happened. We bring structure to both halves: handling incidents in the moment and managing problems afterwards.
We define severity levels, on-call rotations, communication templates and a major incident playbook with clear roles. During incidents we coordinate responders and stakeholder updates. Afterwards we run blameless post-incident reviews, record known errors and track corrective actions to completion. Where an incident is reportable, we help you prepare the information required under CERT-In directions within the timelines your team must meet.
What's included
- Severity matrix and escalation policy
- Major incident playbook with defined roles
- On-call rotation and alert routing setup
- Stakeholder communication templates
- Blameless post-incident review reports
- Problem register with tracked corrective actions
Outcomes
What changes
for your business.
Ideal for
- SaaS and fintech platforms with uptime commitments
- Enterprises formalising ITIL processes
- Teams that keep fighting the same fires
Faster, calmer recovery
Clear roles and playbooks reduce confusion so service is restored in a coordinated way.
Fewer repeat incidents
Root causes are tracked to resolution instead of being forgotten once the outage ends.
Better stakeholder trust
Timely, consistent updates keep customers and leadership informed during disruptions.
How we deliver
A clear, accountable
process.
Every engagement follows the same disciplined approach, adapted to the size and urgency of your project.
- 01
Onboard
We document your environment, set up access, monitoring and baselines, and agree how we'll work.
- 02
Maintain
Routine updates, patches, backups and health checks happen on a defined schedule.
- 03
Respond
Requests and incidents are handled against the response targets in your agreement.
- 04
Review & improve
Regular reports and service reviews highlight trends, risks and improvements.
Ways to work with us
- Monthly managed servicesRecurring application, IT, marketing or infrastructure support.
- Annual maintenance contractsScheduled maintenance and support agreements.
- Dedicated teamsAssigned engineers, testers or marketers for ongoing work.
- Consulting retainersOngoing technical and business advisory.
FAQ
Common
questions.
Something else on your mind? Ask us directly.
What is the difference between an incident and a problem?
An incident is an unplanned interruption, such as the website being down, and the goal is to restore service quickly. A problem is the underlying cause of one or more incidents, and the goal is to find and remove it so it does not happen again.
Do you help with CERT-In incident reporting?
We help you identify whether an incident type falls under CERT-In reporting requirements and assemble the technical details needed for the report. The formal submission and legal responsibility remain with your organisation, and we recommend involving your legal or compliance advisers.
Let's talk about Incident & Problem Management.
Tell us what you need and get a clear plan and proposal, free and with no obligation.