Managed Support Service
A managed support service takes a support SLA approach and extends it, so that a provider takes more responsibility for running your IT services. The ‘managed’ in ‘managed support service’ refers to the activities the provider undertakes: planning, delivering and maintaining the IT services that the customer receives, which commonly include a helpdesk or service […]
IT Support SLA
A Service Level Agreement (or SLA) is one part of a contractual arrangement between a provider and a customer that describes a set of activities that will be undertaken and services that will be provided (and often several more than can be undertaken or provided, but won’t necessarily be unless they are needed) each month […]
Ad hoc IT Support
Ad-hoc support, which may also be called ‘on-demand’ technical support, or a ‘break/fix’ IT support service, is one of the contractual and charging models for providing technical support services, using a ‘fee-for-service’ or ‘time and materials’ approach.
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