Co-Managed IT Services
Your Team's
L3 Firepower,
On Call.
MegaAssist Co-Managed IT gives your internal IT team a fixed bundle of senior-engineer hours to call on whenever a problem needs L2/L3 depth — a P1 at 2 a.m., a complex migration, a Critical Incident. Draw down the bundle only when you need it.
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 Bundle Sizes.
MegaAssist Co-Managed IT isn’t a tiered plan — it’s one consistent service, sold as a fixed bundle of hours sized to your team’s L2/L3 demand.
Choose Your Bundle
Pick the fixed hour bundle that matches your team’s expected L3 demand for the term.
20 · 50 · 100 hrsRaise 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, and advisory sessions all draw from the same bundle. Full transparency on every deduction.
One Shared PoolTop Up or Step Up
Running low? Top up the same bundle or step up to the next size — no waiting for a renewal date.
No Lock-InL3 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
A fixed bundle of L3 hours for your internal IT team — every bundle gets the same direct-to-engineer access, just sized differently.
- Coverage: L2 & L3 — senior engineers handle both, no rigid hand-off between lines
- Availability: 24×7, all days
- Scope: Incidents & planned project work, same pool
- Delivery: Remote-first, onsite visits as needed
- Validity: Fixed-term bundle, top up or step up any time
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 bundle — 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 bundle fits your team’s escalation volume.