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IT Outsourcing & 7×24 Support

An engineering team for your everyday IT, with scope and costs agreed in your support contract.

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Technician servicing equipment in a server rack

Support that fits your team’s responsibilities.

An outsourced IT arrangement can provide everyday engineering support or add capacity to an internal team. Its value depends on a clear scope: the systems covered, the types of request handled and the responsibilities retained by your business.

EDISON’s service includes network and server monitoring, on-site engineering, documented handover and knowledge transfer. Help desk and engineering coverage are agreed through the support contract, including the arrangements for support outside normal office hours.

  • 7×24 monitoring of networks and servers
  • On-site support by certified engineers
  • Documented handover and knowledge transfer
  • Monitoring
  • On-site support
  • Help desk

Support hours

Office hours: Monday–Friday, 9:00am–5:30pm (Hong Kong time). 7×24 help desk and engineering support is for support-contract clients.

Make the responsibilities clear.

A support contract should explain how requests move from reporting to resolution and who is responsible at each stage.

Monitoring and escalation

Network and server monitoring provides visibility into the systems included in the contract. Agree the devices to monitor, the events that require attention, the contact list and how an issue is escalated. Monitoring coverage and the action taken after an alert should both be defined.

Help desk and on-site engineering

Specify the requests covered by the help desk, how users report a problem and when on-site engineering is required. Locations, access arrangements and any vendor dependencies affect the support scope. Response targets and out-of-hours coverage should be stated in the contract for the agreed services.

Handover and continuity

Support is easier to maintain when the team has current system information. Documented handover and knowledge transfer are part of EDISON’s scope. Equipment records, network diagrams, authorised contacts and access arrangements help define the information needed, particularly when taking over from an existing provider.

Prepare for the support handover.

Identify the systems and users to include, the open issues to carry forward and the work that will remain with other suppliers. Agree how access and documentation will be transferred, and when the new support arrangement begins.

For an initial discussion, share an equipment and software list, office locations, user numbers and the support hours you require. Include any recurring issues and details of the existing arrangement so the proposed contract can address the actual workload.

Complete your infrastructure.

Need more capacity for everyday IT?

Tell us about your team, locations, systems and the support hours you need.

Discuss your project