Managed Services

Reduce risk with proactive network monitoring

Outcomex delivers expert management of complex voice, data centre, network, and security environments across both on-premises and cloud infrastructures. We work with leading technology vendors and follow industry best practices to help our clients achieve stronger commercial and service management outcomes.

Our managed services program offers access to highly skilled engineers under flexible service level agreements, ensuring rapid response and resolution. As a certified and trusted partner, Outcomex brings deep technical expertise, broad vendor certifications, and proven operational capability. We integrate seamlessly into customer environments, leveraging ITIL v3 frameworks and enterprise-grade platforms for monitoring, automation, and ongoing support.

Our tailored service models are designed to support and extend internal teams, reduce operational risk, and deliver consistent, high-quality service outcomes.

Hardware and Software Maintenance

While having the right maintenance coverage is essential, having a trusted partner to help navigate and activate that service is just as critical, especially in complex IT environments where identifying the root cause of an issue can be challenging.

When you choose a hardware replacement agreement with Outcomex, you gain access to a range of added-value benefits at no additional cost, including:

• Direct access to the Outcomex Service Desk for expert troubleshooting support
• Service Level Agreements (SLAs) with defined restoration targets to ensure timely resolution
• Preferential pricing for ad-hoc service requests outside your standard coverage
• Support from highly experienced, certified engineers with deep technical knowledge
• Escalated support channels with direct access to Level 2 and Level 3 engineering teams
• A seamless collaboration between Outcomex and vendor resources, working together to resolve your issue efficiently

If you are faced with a Priority One failure on hardware which is covered under the appropriate maintenance levels, we will not leave your site until the problem is resolved.

Solution Support

We take the pressure off your internal teams by fully managing the performance, uptime, and integrity of your production environments. Our mature operations team proactively monitors your critical system metrics, performing advanced reporting and operational tasks, ensuring resilience, availability, and peace of mind, day and night.

Whether you need end-to-end coverage or support across specific infrastructure components, our Solution Assurance service is designed to scale and adapt to your business.

Our Solution Assurance service includes:

• Advanced Level 2 and Level 3 engineering support for incident management
• Flexible support options – around the clock: 24×7 or business hours (8×5) coverage
• Proactive monitoring using Outcomex tools for device health, capacity, OS visibility, and more
• Patch management to enhance system security, stability, and functionality
• Direct access to the Outcomex Service Desk via phone, email, or web portal for quick support
• Included allocation for Move, Add, and Change (MAC) requests
• Defined Service Level Agreements (SLA) covering response and resolution times
• Dedicated Customer Experience Manager providing Service Delivery Management for personalised service delivery and ongoing relationship management.
• Comprehensive reporting: Regular incident summaries and detailed monthly reporting
• Discounted rates for ad-hoc engineering services
• Options for technical reviews, health checks, and technical strategy planning

We know that no two organisations are alike. That’s why we build customised managed service offerings that align with your priorities, size, and complexity. With over 90 organisations already trusting Outcomex to manage part, or all, of their IT environment, you’re in capable hands no matter the scale or complexity of your IT environment.

Connect with our team today.