Managed Services

Proactive support for your technology operations

SigTone managed services provide ongoing IT operations for Hong Kong businesses — monitoring, help desk, patching and lifecycle management with agreed response targets and regular reporting.

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Structured network cabling and infrastructure in an enterprise communications room

Typical clients

SMEs without dedicated IT staff · Enterprises supplementing internal teams · Organizations seeking predictable monthly support

Service Areas

Comprehensive managed IT support

Our managed services cover monitoring, support and lifecycle management — delivered with clear SLAs, transparent reporting and a dedicated point of contact.

Remote Monitoring & Management

Continuous visibility into infrastructure, endpoints and key services — with alerting and proactive maintenance to address issues early.

Infrastructure & endpoint monitoring
Automated alerting & escalation
Performance & capacity tracking

Service Desk & End-User Support

Responsive support for day-to-day technology issues, user requests and troubleshooting across your organization.

Incident logging & resolution
Remote & on-site support options
Defined response time targets

Patch & Update Management

Structured patching for operating systems, applications and firmware to maintain security and stability.

Patch scheduling & testing
Change documentation
Rollback planning

Backup & Recovery Oversight

Monitor backup jobs, validate recovery processes and help ensure data protection measures remain effective.

Backup job monitoring
Recovery testing coordination
Retention policy alignment

Asset & Lifecycle Management

Track hardware and software assets through procurement, deployment, maintenance and retirement.

Asset inventory & documentation
Warranty & renewal tracking
Refresh planning support

Reporting & Service Reviews

Regular reporting and review sessions to discuss service performance, trends and improvement opportunities.

Monthly service summaries
Incident trend analysis
Quarterly business reviews

Network cabling and server infrastructure inside an enterprise server room

Service Model

Flexible engagement options

We offer managed service plans tailored to your environment size, complexity and support requirements.

Figures below illustrate typical plan configurations and response targets — final scope, coverage and SLA are defined in your signed service agreement.

Essential

For single-site SMEs that need structured monitoring, patching and help desk cover during Hong Kong business hours.

Typical scope

Typically up to 50 users and 1 primary site
Servers, workstations and core network devices in scope
Business-hours service desk (Mon–Fri, 9:00–18:00 HKT)

Response targets

→P1 (major outage): target response within 4 business hours
→P2 (degraded service): target response within 8 business hours
→Remote-first support; on-site visits by arrangement

Includes

✓Infrastructure & endpoint monitoring with alerting
✓Scheduled OS and application patching
✓Monthly service summary report

Professional

For growing organizations with multiple sites or heavier workloads — adds backup oversight, asset tracking and tighter response targets.

Typical scope

Typically 51–150 users and up to 3 sites
Includes cloud workloads and hybrid identity in scope
Extended-hours option available for critical systems

Response targets

→P1: target response within 2 business hours
→P2: target response within 4 business hours
→Named service coordinator and escalation path

Includes

✓Everything in Essential
✓Backup job monitoring and recovery test coordination
✓Asset inventory, warranty tracking and quarterly review

Enterprise

For complex or regulated environments — custom scope, optional 24×7 incident handling and strategic alignment with your internal IT team.

Typical scope

150+ users, multi-region or regulated workloads
Custom device classes (OT, lab, VIP executive support)
Co-managed model with your in-house IT where required

Response targets

→Custom P1/P2/P3 matrix agreed at contract
→Optional 24×7 on-call for defined critical services
→Dedicated engineer block and executive QBR cadence

Includes

✓Everything in Professional
✓Runbook-driven major incident management
✓Roadmap input, vendor liaison and audit evidence support

Need 24×7 cover or a co-managed model with your internal IT team? Contact us for a scoped proposal and commercial quote.

How we work with you

A structured engagement model designed to reduce uncertainty and deliver measurable progress.

Onboard

Document your environment, contacts and service expectations.

Stabilize

Address immediate issues and establish baseline monitoring.

Manage

Deliver ongoing support, maintenance and proactive care.

Improve

Review performance and refine processes over time.

Explore managed services for your organization

Let us review your current support model and discuss how managed services can improve reliability and reduce operational burden.

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