Co-Managed IT Services
Your Team's
L3 Firepower,
On Call.
MegaAssist Co-Managed IT gives your internal IT team a monthly allowance of senior-engineer hours to call on whenever a problem needs L2/L3 depth — a complex migration, a stubborn incident, a critical escalation. Quiet months carry forward, busy months draw from the next.
You Run L1 & L2. We Own L3.
Co-managed means your internal team stays in control of day-to-day operations. We're the senior layer you call when the problem demands it.
Your IT Team
- Helpdesk & end-user support (L1)
- Basic network & device management (L2)
- Day-to-day monitoring & patching
- Vendor and user communications
- Escalation routing & coordination
- Change management approval
Our L3 Engineers
- Complex incident diagnosis & resolution
- Infrastructure architecture & design
- Security incident investigation & response
- Advanced migrations & project delivery
- Vendor escalation & deep-dive analysis
- vCISO advisory (Strategic plan)
One Plan. Three Monthly Sizes.
MegaAssist Co-Managed IT isn’t a tiered plan — it’s one consistent service, sized by the monthly hours your team needs. The same hour-bank model as MegaFix, aimed at L3 instead of the helpdesk.
Choose Your Monthly Hours
Pick the monthly hours that match your team’s expected L3 demand. Move up or down at renewal.
5 · 10 · 20 hrs/monthRaise an Escalation
When your team hits a critical issue, open a request via our portal or phone. A senior L3 engineer picks it up — no triage queue, no L1 handoff.
Direct to L3Hours Deducted on Resolution
Time is tracked per engagement — incidents, projects, advisory sessions and onsite visits all draw from the same monthly allowance. Full transparency on every deduction.
One Shared PoolUnused Hours Carry Forward
A quiet month is not a wasted one: the balance carries forward within the term, and a heavy month draws from the next.
Nothing WastedL3 Depth Across Every Critical Domain
Our engineers hold senior-level expertise across the full infrastructure stack. When you escalate, you reach a specialist — not a generalist.
Servers & Virtualisation
Complex incident resolution for physical and virtual environments.
- VMware vSphere / ESXi deep-dive
- Hyper-V cluster troubleshooting
- Nutanix AHV & HCI support
- Storage fabric & RAID issues
Network & Connectivity
Routing, switching, firewall, and WAN incident handling beyond L2 scope.
- BGP / OSPF fault isolation
- Fortinet & Cisco advanced config
- SD-WAN architecture issues
- VPN tunnel failures & redesign
Backup & Disaster Recovery
When a restore fails or an RPO is at risk, we step in fast.
- Veeam & Acronis restore incidents
- DR failover execution & validation
- Backup architecture redesign
- Ransomware recovery guidance
Cybersecurity & Identity
Active threat response and identity infrastructure hardening.
- Active Directory breach response
- M365 / Entra ID investigation
- EDR alert triage & remediation
- Security posture assessment
Microsoft 365 & Azure
Deep-tier support for M365 tenant issues and Azure infrastructure.
- Exchange Online mail flow issues
- Azure VM & networking faults
- Conditional Access & MFA incidents
- Tenant migration & cutover support
Projects & Architecture
Planned work that needs senior engineering — migrations, upgrades, design reviews.
- Infrastructure upgrade projects
- Data centre migration planning
- Security architecture review
- Technology roadmap advisory
MegaAssist Co-Managed IT
Monthly L3 hours for your internal IT team — every size gets the same direct-to-engineer access, and unused hours carry forward within the term.
- Coverage: L2 & L3 — senior engineers handle both, no rigid hand-off between lines
- Coverage hours: 8×5, business days
- Scope: Incidents, planned project work and advisory — one monthly pool
- Delivery: Remote-first; onsite visits included, drawn from the same hours
- Rollover: Unused hours carry forward within the term; a heavy month draws from the next
Real Scenarios, Real Escalations
Hour banks aren't abstract. Here's how organisations like yours typically draw on them.
P1 Incident — Production Down
A vSphere cluster enters split-brain at midnight. Your team escalates; our L3 engineer joins within the SLA window and drives resolution.
Ransomware Containment
Lateral movement detected across endpoints. We work with your team on immediate isolation, investigation, and recovery from clean backups.
Infrastructure Migration
Planning a data centre consolidation or cloud lift-and-shift? Draw from the hour bank to engage our architects for design and delivery.
Identity & Access Crisis
A compromised admin account or MFA outage. We step in to scope impact, revoke access, and harden the environment — fast.
Backup Restore Failure
A critical restore window is closing and the job keeps failing. Our L3 backup engineers diagnose the root cause and recover the data.
Architecture Review
Before a major platform investment, use hours for a formal review: design validation, risk identification, and a written recommendations report.
SLA by Severity
One consistent SLA across every MegaAssist Co-Managed IT plan — response and resolution targets apply from the moment your escalation is logged.
| Severity | Description | MegaAssist Co-Managed IT |
|---|---|---|
| Critical | Production down, data loss risk, security breach | 1 hr / 4 hr |
| High | Major service degraded, significant user impact | 2 hr / 8 hr |
| Medium | Partial outage, workaround available | 4 hr / 24 hr |
| Low | Advisory, review request, planned project work | 2 days / agreed |
Ready to Extend Your L3 Bench?
Talk to us about which MegaAssist Co-Managed IT plan fits your team’s escalation volume.