IT Operations & Management
IT OPERATIONS · 24/7 HELP DESK · MANAGED SECURITY
Simplify Operations.
DFNCE runs your technology end to end. Managed IT operations, a round-the-clock help desk, managed security, and data resilience, coordinated by one team and one escalation point. Every engagement is scoped and tailored to your environment, your risk, and your requirements.
01 · OPERATIONS
IT Operations & Management.
The foundation everything else depends on, run for you or alongside your team.
We run the day-to-day so your team does not have to. Monitoring, maintenance, and response across infrastructure, network, cloud, and the people who use it, all delivered to agreed service levels.
- 24×7 managed IT operations across infrastructure, cloud, and end-user environments
- Server, virtualisation, and infrastructure management
- Proactive monitoring and incident response
- Operational governance and escalation ownership
- Network, firewall, and connectivity management
- Cloud and Microsoft 365 tenant administration
- Continuous patch and vulnerability management
- End-to-end or co-managed delivery models
02 · HELP DESK
24/7 Help Desk Support.
Real end-user support, staffed around the clock. One number to call.
A friendly first point of contact for every user, every device, and every application. We keep people working, resolve most issues on the first call, and escalate seamlessly the moment one needs more.
- Service desk staffed 24/7, 365 days a year.
- 15-minute response time, with onsite field engineering when needed.
- Password, MFA, and access request support handled immediately.
- Multi-channel access by phone, email, and self-service portal.
- 98% of issues diagnosed at first contact
- End-user support across devices, applications, and access
- Software, licensing, email, and collaboration support
- Onboarding, offboarding, and asset lifecycle management
03 · SECURITY
Security Platforms.
Every layer covered, on best-in-class platforms, with DFNCE as your single escalation point.
Threats do not respect silos, so neither do we. We coordinate and monitor security across every layer, backed by a network of specialist vendors and partners, and stay accountable for the outcome regardless of who owns the tool.
- 24×7 Security Operations Centre and MDR, delivered with our established security partners
- Vulnerability management as an ongoing program
- Continuous exposure monitoring and threat intelligence
- Integrated alongside IT Operations, or as a standalone engagement
- Penetration testing and security assessments
- Data Security Posture Management (DSPM)
SPECIALIST VENDORS ACROSS
04 · DATA PROTECTION
Backup & Data Resilience.
Managed, monitored, and tested. Proven, not assumed.
Backup is only as good as the last tested restore. We manage, monitor, and prove recovery on a schedule, so an incident never turns into lost data or lost days.
PROTECTS DATA ACROSS
- Ransomware recovery capability
- Disaster recovery design and testing
- DR services to local and trusted hosted systems
- Business continuity planning
- Backup monitoring, alerting, and reporting
- RTO and RPO aligned to business requirements
- Sovereign immutable, geo-distributed storage
- Retention policy management
THE DIFFERENCE
One Escalation Point. Every Layer.
Whatever the layer or vendor, DFNCE owns the relationship, the escalation, and the outcome. 24×7 SOC and MDR are delivered with our established security partners.
L5
Vendor Engineering
Custom patches · 36-hr SLA
L4
Support Partners
Core dumps escalated · 24-hr SLA
DFNCE INTERNAL · LEVELS 1–3
L3
Technical Engineer Team
Complex faults · Multi-vendor · 8-hr SLA
L2
Field Engineer Team
98.9% resolved · Onsite · 4-hr SLA
L1
Service Desk
98% diagnosed · First point of contact · 2-hr SLA
Levels 1 to 3 sit inside DFNCE, where most issues are resolved and never leave. Levels 4 and 5 reach our partners and vendors only when they must, with DFNCE owning every step.
Tailored to your requirements.
No two environments are the same. We scope every service to your estate, your risk profile, and your budget, then run it as one. Take everything, or take exactly what you need.
Let's talk
No agenda, no pressure. An honest conversation about where you are and where we can help.