SERVICE LINE

Managed IT Services

Twelve thousand endpoints, one service desk, published SLA targets and 99.95% uptime attained in FY2025. We run the IT estate so your people can run the institution.

Operations as a discipline, not a favour

Umar Salisu Minjibir, Director of Managed Services, runs the largest single team in the company: fifty-three service desk agents, network operations centre engineers, field technicians and resident staff supporting more than twelve thousand endpoints across Kano, Abuja, Lagos and client sites in eleven other states. Managed services now account for the greater part of our recurring revenue, which stood at forty-one per cent of turnover in FY2025, and that recurrence is the discipline: we live with the consequences of our own build quality, month after month, in front of a client who reviews our SLA attainment every quarter.

The service is built on ITIL 4 practices, implemented properly rather than name-checked. Incidents, service requests, problems, changes and configuration items all live in one toolset with a single asset register underneath. Every ticket has a category, a priority derived from documented impact and urgency rules, an owner and a clock. Problem management is separately staffed so that recurring incidents get a root cause rather than a repeated workaround. Change is governed by a weekly advisory board with emergency provisions, and every change carries a back-out plan.

What clients notice first, though, is more prosaic. The service desk answers in Hausa or English. A field engineer reaches a Kano site within two hours and a Kano State local government office the same working day. Printers, uninterruptible power supplies, air conditioners in the server room and network cabinets are all on the same preventive maintenance calendar as the servers, because in a Nigerian office those are the things that actually stop work. Asset lifecycle is tracked from purchase order to secure disposal with certificates of data destruction, so that the annual audit stops being a fortnight of panic.

SLA response and resolution targets

Priority is set by documented impact and urgency rules agreed at onboarding, not by whoever shouts loudest. Response is measured to first substantive contact by a qualified engineer; resolution is measured to service restoration, which may include an accepted workaround. Targets apply within contracted service hours.

Priority	Definition	Response target	Resolution target	Attainment FY2025
P1 — Critical	Service down for the whole organisation or a critical business function; no workaround	15 minutes	4 hours	99.2%
P2 — High	Major degradation, a whole department affected, or a single user in a critical role blocked	30 minutes	8 business hours	98.6%
P3 — Medium	Individual user or small group impaired with a workaround available	4 business hours	2 business days	97.9%
P4 — Low	Service requests, new starters, software installation, advice and scheduled work	1 business day	5 business days	99.1%

Service packages

Three packages, priced per managed endpoint per month, exclusive of VAT and subject to a minimum of fifty endpoints. Servers, network devices and resident engineers are priced separately and quoted on survey.

Essential

₦4,800 per endpoint per month

Service desk 08:00–18:00 Monday to Saturday, remote support, antivirus and patch management, monthly patch compliance and ticket reporting, and next-business-day on-site attendance in Kano, Abuja and Lagos.

Advantage

₦8,600 per endpoint per month

Everything in Essential plus 24/7 service desk, network operations centre monitoring, endpoint detection and response, asset lifecycle management, quarterly service review and four-hour on-site response in the three office cities.

Enterprise

₦14,200 per endpoint per month

Everything in Advantage plus a named service delivery manager, resident engineers on site, problem management, preventive maintenance of printers, UPS and network hardware, capacity planning and an annual IT strategy review.

Managed services in FY2025

12,000+

Managed endpoints

Across 14 states

99.95%

Uptime attained

Weighted across contracted services

Operations staff

Service desk, NOC and field

41%

Recurring revenue share

Group turnover, FY2025

Onboarding and transition

Taking over an estate is the riskiest month of any managed-service contract. Ours runs to a fixed ninety-day transition plan with a named transition manager and a go-live gate that either passes or does not.

Days 1–15: discovery and audit

Physical and automated audit of every endpoint, server, network device, licence and contract. We record what exists, what is supported, what is out of warranty and what is quietly failing. The output is a baseline report that frequently surprises the client.

Days 10–30: tooling and instrumentation

Remote monitoring and management agents, patch policy, antivirus or endpoint detection, backup verification and network monitoring are deployed and validated. Alert thresholds are tuned against two weeks of observed behaviour rather than vendor defaults.

Days 20–45: process and knowledge capture

We document the runbooks — how payroll is processed, which application must never be patched on a Friday, who authorises a new starter. Incumbent staff are interviewed, and where they are transferring to us under TUPE-style arrangements, they are inducted.

Days 40–60: parallel running

Our service desk takes calls alongside the incumbent arrangement. Tickets are logged in our toolset, SLA clocks run but are not yet contractual, and daily stand-ups surface gaps in the knowledge base while there is still a safety net.

Days 60–75: go-live gate

A formal review against agreed exit criteria: asset register complete, monitoring coverage above ninety-five per cent, runbooks signed off, backup restores tested, contact tree published. The gate either passes or the transition extends — we do not go live on hope.

Days 75–90: stabilisation and first review

Full contractual service with heightened oversight, daily reporting to the client and a first formal service review at day ninety covering SLA attainment, ticket trends, risks discovered and an improvement plan for the year ahead.

Frequently asked questions

What happens to our existing IT staff?

In most contracts they stay and their work changes. We take on the repetitive operational load — password resets, patching, monitoring, hardware faults — so that internal staff move to business-facing work such as application ownership, data quality and project delivery. Where a client wishes to transfer staff to us, we handle that on terms agreed with the client and the individuals, and several of our current engineers joined that way.

Do you cover locations outside Kano, Abuja and Lagos?

Yes. We currently support client sites in fourteen states through a mix of resident engineers, retained local technicians and scheduled visit cycles. Response targets for remote locations are agreed site-by-site at contract and stated explicitly in the service schedule, so nobody is promised a four-hour response in a place where that is not physically achievable.

How are service credits calculated when you miss a target?

Each SLA measure has a monthly attainment threshold. Falling below it triggers a credit expressed as a percentage of that month’s service fee, rising in steps with the size of the miss and capped, typically, at fifteen per cent of the monthly fee. Credits are calculated by us, shown in the monthly report whether or not the client notices, and applied automatically to the next invoice.

Can you support software you did not build?

Routinely. We support Microsoft 365, Windows and Linux server estates, Oracle and SQL Server databases, Sage and other finance packages, hospital and school systems from other vendors, and a long tail of bespoke applications. Where a third-party vendor holds the source code we manage the vendor relationship on the client’s behalf and hold them to their own SLA, which is often the single most valuable thing we do.

Is there a minimum contract term?

Twelve months is standard, reflecting the cost of the ninety-day transition. Thirty-six month terms attract a discount of around eight per cent and allow us to amortise tooling and any equipment refresh. Termination for convenience requires ninety days’ notice, and our exit plan — asset register, credentials, runbooks, ticket history and knowledge base — is contractual and delivered within thirty days of exit.

What is included in preventive maintenance?

On the Enterprise package: quarterly cleaning and inspection of network cabinets, server room air conditioning service, uninterruptible power supply battery testing and load checks, printer servicing and consumable planning, cable management remediation, firmware review of switches and firewalls, and a written condition report with a replacement forecast for the coming twelve months.

Reach the service desk

Existing clients: the 24/7 support desk is on +234 803 047 9666 and [email protected], and the self-service portal is available to all registered users. P1 incidents should always be raised by telephone as well as by ticket so that the duty manager is engaged immediately.

Managed IT is frequently bought alongside BrilliantCloud at /solutions/managed-cloud and our SOC service at /services/cybersecurity. For estates in the public sector see /industries/government, and for branch-heavy retail and distribution networks see /industries/retail.

Ask us to audit what you are running today

A two-week estate audit gives you a complete asset register, a support cost baseline and a candid view of what is about to fail. It is chargeable, it is credited against the first quarter of any contract that follows, and plenty of clients have used it to fix things themselves.

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