IT Support

Enterprise IT Support that Never Sleeps

Keep your people productive and your systems running at peak performance. Cambay's IT Support practice delivers structured, SLA-backed helpdesk and infrastructure support across on-premises, cloud, and hybrid environments — with the expertise your business deserves.

IT Support

On-Premises, Cloud & Hybrid Environments

99.9%Uptime Achieved
6hrP1 Response SLA
600+Hours/Yr Available
Microsoft Solutions Partner
IT Support Services
600+
Support Hours Available Per Year
Why IT Support

Reliable IT Support that Keeps Your Business Moving

IT downtime costs businesses thousands of pounds per hour — yet many organizations still rely on reactive, break-fix support that leaves issues unresolved for too long. Cambay's IT Support services are designed to safeguard your infrastructure and applications with high availability, proactive monitoring, and fast, expert resolution across your entire technology estate.

Our comprehensive offerings span the full product and solution lifecycle — from planning and deployment to ongoing optimization — leveraging advanced analytics, preventive maintenance, and deep Microsoft expertise to enhance availability and reduce maintenance expenses.

Structured support packages from 96 to 600+ hours per year to match your needs
Response times from 6 hours down to 6 hours depending on package tier
Self-service portal and email support included across all plans
Dedicated phone support and support manager available on Platinum and Diamond
Direct escalation to Microsoft on critical issues — available from Platinum tier
Get an IT Support Quote
Pricing Plans

Support Service Packages

Choose the support package that matches your business size and requirements. All packages include self-service portal access and email support as standard.

Silver
Gold
Platinum
Diamond
Number of Hours 96 hours/year
8 hours/month 		240 hours/year
20 hours/month 		400 hours/year
33 hours/month 		600 hours/year
50 hours/month
Response Time 14 hours 10 hours 8 hours 6 hours
Training Hours 10 hours 20 hours 30 hours 40 hours
Self-service Portal
Email Support
Minor Enhancement Hours 16 hours 24 hours 40 hours 50 hours
Dedicated Phone Support
Dedicated Support Manager
Escalation to Microsoft
Business Review Bi-Annual Bi-Annual Quarterly Quarterly
Invoicing Period Annual Quarterly Quarterly Quarterly

Not sure which package is right for you? Our team will recommend the best fit for your environment and team size.

Discuss Your Requirements
Package Detail

Choose Your Support Tier

Four tiers designed to match your support requirements — from essential annual coverage to a fully dedicated Diamond support experience.

Silver

Essentials

96 hours/year · 8 hrs/month. Entry-level support for smaller environments.

14-hour response time
10 training hours
Self-service portal
Email support
16 minor enhancement hours
Bi-annual business review
Get a Quote
Gold

Business

240 hours/year · 20 hrs/month. Ideal for growing mid-size organizations.

10-hour response time
20 training hours
Self-service portal
Email support
24 minor enhancement hours
Bi-annual business review
Get a Quote
Most Popular
Platinum

Enterprise

400 hours/year · 33 hrs/month. Full-service support for complex enterprise environments.

8-hour response time
30 training hours
40 minor enhancement hours
Dedicated phone support
Dedicated support manager
Escalation to Microsoft
Quarterly business review
Get a Quote
Diamond

Strategic Elite

600 hours/year · 50 hrs/month. Maximum coverage for mission-critical environments.

6-hour response time
40 training hours
50 minor enhancement hours
Dedicated phone support
Dedicated support manager
Escalation to Microsoft
Quarterly invoicing
Get a Quote
What We Cover

IT Support Service Areas

Comprehensive IT support across your entire infrastructure — from end-user helpdesk through to platform engineering, security, and application management.

End-User Helpdesk

Multi-tier helpdesk supporting your workforce with L1 through L3 resolution — covering hardware, software, identity, connectivity, and Microsoft 365 productivity issues.

Available
Infrastructure Support

Proactive monitoring and reactive support for your servers, networking, storage, and virtualisation environments — on-premises, Azure, or hybrid.

Available
Application Support

Ongoing support for business-critical applications including Dynamics 365, custom solutions, and third-party software integrated with your Microsoft estate.

Available
Security Incident Response

Rapid response to security incidents, malware, access violations, and vulnerability alerts — with escalation to Microsoft and law enforcement where required.

Available
Patch & Update Management

Scheduled and tested patch deployment for Windows, Office, Azure, and third-party applications — keeping your environment secure, stable, and compliant.

Available
Reporting & Analytics

Monthly service reports covering ticket volumes, resolution times, SLA performance, recurring issues, and recommendations for continuous service improvement.

Available
Why Cambay

Why Cambay for IT Support Services?

Tailored to Your Needs

IT support solutions aligned with your specific business requirements — not a one-size-fits-all contract. We scope every engagement around your environment and objectives.

Proactive, Not Reactive

Advanced monitoring tools and preventive maintenance practices mean we identify and resolve issues before they impact your users — reducing unplanned downtime significantly.

Scalable as You Grow

Flexible support packages that scale with your business. Move between tiers as your requirements change — with no complex renegotiations or service disruption.

Microsoft-Certified Engineers

Every engineer supporting your environment is Microsoft-certified — bringing proven expertise in Azure, Dynamics 365, Microsoft 365, and security to every ticket.

Onboarding Process

How We Onboard New Support Clients

01
Assessment & Scoping

Audit your infrastructure, document existing issues, define SLAs, and agree the scope of support coverage required.

02
Tooling & Setup

Deploy monitoring agents, configure the service desk platform, set up escalation paths, and complete knowledge documentation.

03
Handover & Go-Live

Parallel run with your existing team or provider, knowledge transfer, and smooth transition to full Cambay support coverage.

04
Support & Review

Ongoing IT support delivery, monthly service reports, scheduled business reviews, and continuous service improvement.

Success Story

IT Support In Action

Technology & Professional Services

Enhanced Productivity & Reduced Downtime for a Leading Technology Company

A leading technology company was experiencing escalating IT downtime, slow helpdesk resolution, and increasing user frustration with their legacy support model. Cambay stepped in with a Diamond-tier IT Support engagement — deploying proactive monitoring, restructuring the escalation process, and achieving measurable improvements across every key service metric within the first quarter.

99.9%

System Uptime

87%

First-Call Resolution

60%

Fewer Incidents
Read Full Case Study
IT Support Case Study
FAQ

IT Support Questions Answered

Questions about response times, package scope, onboarding, or what's included? We have the answers.

Speak to Our Team
What environments do your IT Support packages cover?
Our IT Support packages cover on-premises infrastructure, Microsoft Azure cloud environments, and hybrid estates. This includes end-user devices, servers, networking equipment, Microsoft 365, Dynamics 365, and custom business applications. We document your entire environment during onboarding to ensure nothing falls outside the scope of coverage.
How are response times measured and what happens if they are missed?
Response times are measured from the moment a ticket is logged in our service desk — via email, portal, or phone depending on your tier. If we miss a contracted SLA, it is logged as an SLA breach, escalated internally, and reported in your monthly service report with a root cause and corrective action. Our target is zero SLA breaches, but we are fully transparent when they occur.
What is the Self-Service Portal and how does it work?
All packages include access to Cambay's self-service portal — a web-based interface where your users can raise tickets, check ticket status, access a knowledge base of common fixes and how-to guides, and request standard services. This reduces call volume to the helpdesk for routine requests and gives users 24/7 visibility of their support cases.
What are Minor Enhancement Hours used for?
Minor Enhancement Hours are a pre-agreed allocation of hours each month that can be used for small configuration changes, minor system improvements, report updates, or other small tasks that fall outside standard break-fix support. They prevent the need to raise separate project work for small changes — making your support contract more flexible and better value.
Can we change our support package if our needs change?
Yes. We review packages at every contract renewal and can upgrade or adjust your tier if your requirements change during the contract period. We operate on a partnership model — if your business grows and you need more hours or a higher tier, we will work with you to transition smoothly without disruption to your support service.
What is included in a Business Review?
Business Reviews (Bi-Annual on Silver and Gold, Quarterly on Platinum and Diamond) are structured meetings with your Cambay Account Manager covering: service performance against SLAs, ticket trends and top recurring issues, upcoming Microsoft updates and their impact, enhancement hours utilisation, and a forward-looking discussion on your IT roadmap and any changes to your support requirements.
Explore More

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