IT SUPPORT
Business IT support.
Ongoing managed IT support
For a continuing relationship, choose the managed service model that fits your business. The scope and pricing are agreed with you, rather than treating every managed service as the same per-user package.
Fast-Track — Fully Managed IT Support
STODL’s managed solutions, with agreed licensing, monitoring, maintenance and support bundled per person, per month.
Explore Fast-Track IT support →Bespoke — Custom Managed IT Support
Support tailored to your chosen products and providers for a fixed monthly fee. Software and licensing sit separately.
Explore Bespoke IT support →Pay-as-you-go IT support
Need help without committing to an ongoing support term? Our pay-as-you-go service gives you access to IT expertise when you need it, with no minimum term.
Monday to Friday, 8am–6pm UK time
£50
per ticket, excluding VAT
Outside those hours
£90
per ticket, excluding VAT
It can be a useful option if you have someone in-house who handles the basics but needs an experienced partner to call on for more complex issues.
Coverage
Choose the hours your team needs.
For an agreed ongoing support arrangement, coverage is driven by where your people are and when they work. These options are distinct from the pay-as-you-go ticket rates above.
Core
8am – 6pm UK, Monday to Friday
The right fit when your people are largely in one place and working standard UK business hours. Issues are picked up and worked through the day by people who know your setup.
24x5
Round the clock, Monday to Friday
Built for distributed teams. Whatever time zone someone is working in, there's a real person available, so nobody sits blocked waiting for the UK to wake up.
24/7
Round the clock, every day
Full cover including weekends and public holidays. The right fit if your business runs continuously, or if downtime at any hour of any day is genuinely costly.
Weekend & holiday cover
Already included with 24/7. On Core and 24x5 it's available as an optional add-on for teams whose working week doesn't match the UK's, a working Sunday in Dubai, for example, or a launch weekend that can't afford to lose a day.
Ticket management
Keep usage under control.
There are two ways to run it. Either everyone in the business gets your full coverage level, or, to keep ticket volume predictable, most of your team gets support between 8am and 6pm in their local time.
If you take the second option, you give us a named list of VIPs, founders, leadership, anyone whose downtime is genuinely expensive, and they get extended cover regardless of where in the world they're working from.
On-site support
On-site support when you need it
Some things are better handled in person. We provide remote IT support and can arrange on-site visits in London, Hook and surrounding areas, including Camberley, Farnborough, Reading and Guildford.
On-site support is also available in New York and Dubai.
Visits are quoted separately based on the work and location. They are available to both managed IT and pay-as-you-go customers.
This is for you if…
- Your team is spread across time zones and UK-hours-only support leaves people stuck
- You want support costs that are predictable and tied to actual usage
- Nobody internally owns IT and requests are falling between the cracks
- A handful of key people need cover out of hours, even if the rest of the team doesn't
- You occasionally need someone on site, whether in London, Hook and surrounding areas, New York or Dubai
Frequently asked questions
Do you offer on-site IT support?
Yes. We provide on-site support in London, Hook and surrounding areas, including Camberley, Farnborough, Reading and Guildford. On-site support is also available in New York and Dubai. Visits are quoted separately based on the work and location, and both managed and pay-as-you-go customers can request a visit.
How much does managed IT support cost?
The cost depends on the support model and the services your business needs. Fast-Track is priced per person, per month. Bespoke has an agreed fixed monthly fee, with software and licensing costs charged separately. Contact us for a quote.
What’s the difference between managed and pay-as-you-go IT support?
Managed IT support provides agreed ongoing services for a monthly fee. Pay-as-you-go support is available when you need help, with no minimum term, and is charged per ticket.
Do you offer pay-as-you-go IT support?
Yes. Our pay-as-you-go support is available with no minimum term, so you can contact us when you need help.
How much does pay-as-you-go IT support cost?
Tickets cost £50 plus VAT during UK working hours, 8am–6pm Monday to Friday, and £90 plus VAT outside those hours.
Can we choose ongoing managed IT support instead?
Yes. Fast-Track provides fully managed IT support with per-person monthly pricing. Bespoke offers a customised level of support for an agreed fixed monthly fee.
How do we raise a support request?
Two ways. Email the support inbox and a ticket is created automatically, or call the support line if something is urgent and you'd rather talk it through with someone. Both routes land with the same team, and everything is tracked so nothing gets lost in an inbox.
What counts as a ticket?
A ticket is any end-user or alert-raised issue that requires action. Tickets are counted per issue and per request, so a single request is a single ticket however many messages it takes to resolve it, and two unrelated problems raised together are two tickets.
How is coverage allocated across our team?
You choose the coverage level, Core, 24x5 or 24/7, and then decide how it's applied. Either everyone gets the full coverage level, or most of the team is supported 8am to 6pm in their local time with a named VIP list on extended cover. You decide who is on the VIP list, and you can change it at any time.
Can we change the VIP list or coverage later?
The VIP list is yours to manage and can be updated whenever your team or priorities change, just tell us. Coverage levels can be reviewed too, and are a normal topic at your regular service review.
What does onboarding involve?
A full IT audit before we take over day-to-day support. That covers software and licensing, hardware, the physical office where relevant, IT and cyber security policies and insurance, your company goals and how IT should be aligned to them, who the key stakeholders are, and an understanding of what each team actually needs to do their work.
What happens after onboarding?
Support runs day to day through the channels above, backed by reporting and service reviews on a monthly or quarterly rhythm depending on what suits you. Reviews cover ticket volumes and trends, anything recurring that's worth fixing at the root, and where your IT should be heading next.
Not sure where to start?
Tell us what’s frustrating you about your IT, or what you’d like it to do better, and we’ll help you find the right starting point.