Managed Services
someone on the infrastructure.
Continuous technical support, infrastructure management, monitoring, and maintenance.
Services / Managed Services
-
check_circle
Configured, not a rigid SKU
A small office may need support and backup only. A multi-site firm may add servers, network, and cloud. We quote the mix.
-
check_circle
Written hours
Incidents and requests travel a defined path. Coverage hours are on the contract, not implied.
-
check_circle
Same firm after cutover
The project team does not disappear. Monitoring, patching, and the named owner stay with Patolink.
-
check_circle
Separate invoice lines
This retainer is our time. A VPS, a 365 seat, or a firewall renews on its own product line.
What this service is
Managed Services is for organisations that need the stack watched and maintained, not only installed. Patolink takes day-to-day ownership of the agreed estate: users, devices, servers, networks, backups, and the cloud resources they depend on.
The package is configured to the client. Contracts may be monthly, quarterly, or annual. Scope is written so server, network, cloud, backup, and security management are explicit — a finance team can read what is covered and what is a project.
This line can sit next to Cyber Security, IP Telephony, Microsoft Solutions, or a Cloud EA VPS without collapsing them into one invoice. Products are attached when they are actually sold. The retainer is the watch after go-live.
Write from Nairobi: Unit 1105, Applewood Adams, Ngong Road. info@patolink.com, +254 709 343 000 or +254 722 616 999. Monday–Saturday, 8.00 AM–5.00 PM.
Who typically buys it
- —Teams that have an estate and no one whose job is to watch it.
- —Offices that want a named path for incidents instead of a WhatsApp group.
- —Accounts whose Cloud EA VPS should be patched and backed up, not only provisioned.
- —Organisations that already bought Microsoft 365, 3CX, or Sophos and need the operation, not another licence.
Service areas
Managed IT services
Day-to-day ownership of the agreed estate: users, devices, and the systems they depend on.
Server management
Build, patch, and operate physical or virtual servers, including Cloud EA VPS when that is in scope.
Network management
Switching, routing, wireless, and the change control around them.
Infrastructure monitoring
Uptime and capacity signals so failures are visible before users escalate.
Systems administration
Accounts, policy, and the unglamorous work that keeps a tenant usable.
Preventive maintenance
Scheduled work that reduces emergency call-outs.
Technical support
A defined path for incidents and requests, with hours written into the contract.
Cloud infrastructure management
Administration of VPS and related cloud resources after they are provisioned.
Backup and recovery management
Backup jobs, restore tests, and the recovery runbook — not only a ticked backup job.
Security management
Operating the controls you already bought — often alongside the Cyber Security line and Sophos.
How a retainer is written
-
Step 01
List the estate
Sites, servers, users, and which systems are in scope. Cloud EA instances, Microsoft tenants, and voice platforms are named if we will operate them.
-
Step 02
Set the hours
Business hours, after-hours cover, and what counts as an incident versus a request. That text is on the quote.
-
Step 03
Choose the cycle
Monthly, quarterly, or annual. The mix of support, monitoring, backup, and administration is priced as one retainer.
-
Step 04
Stay on the account
A named owner, tickets, and the same desk after the first month. Products still renew on their own lines.
What a quotation names
No two retainers are identical. We quote the mix, the hours, and the billing cycle — not a shelf SKU.
Sites and systems
Which offices, servers, tenants, and Cloud EA instances are in the retainer.
Coverage hours
When incidents are answered, and what is next-business-day versus urgent.
Work included
Support, monitoring, backup, server and network management, and any security operations we will run.
Billing cycle
Monthly, quarterly, or annual — written so renewals stay readable in the portal.
How it sits with products and other services
A Cloud EA VPS can be bought as a product with no managed retainer. Patching, hardening, and a named on-call are this line. Microsoft 365 seats renew on the product; tenant administration can sit here or on Microsoft Solutions. A Sophos subscription is the product; operating it is Cyber Security or this retainer, depending on the scope.
IP telephony changes — new queues, new sites — stay on the IP Telephony service. This page does not turn a voice contract into a server invoice.
What “done” means on a retainer
Done is not a go-live date. Done is the estate remaining inside the written hours: backups that restore, monitoring that pages, patches that land, and a person who answers. If the estate grows, the retainer is rewritten. We do not absorb a second site for free because the first quote was quiet.
Often quoted with
Request a managed-services quotation
List the sites, servers, and hours you need covered. We will propose a monthly, quarterly, or annual package from Nairobi.