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From managed IT to strategic consulting, the service scope is tailored to the systems, responsibilities and support arrangements documented in your contract.
Full Managed IT
A documented scope for your IT operations
Managed IT can cover servers, workstations, networks, Wi-Fi and software. The systems included, responsibilities, monitoring windows and service targets are documented in the proposal and contract.
Included services
- Complete IT asset management (workstations, servers, peripherals)
- Server administration and maintenance (physical and virtualised)
- LAN and Wi-Fi network configuration and supervision
- Software licence management and updates
- Hardware inventory and lifecycle tracking
- Monitoring windows and alerting rules defined by contract
- Reporting format and frequency agreed in advance
Backup & Security
Backup and security controls for a defined scope
A security and continuity scope can combine managed endpoint protection, firewalling, backups and recovery planning. Tools, frequencies, retention periods and recovery objectives are selected for the documented business requirements.
Included services
- Backup frequency, location and retention defined by contract
- Restore procedures and test schedule documented in advance
- Disaster Recovery Plan (DRP) and Business Continuity Plan (BCP)
- Managed professional antivirus and anti-malware
- Next-generation firewall (UTM)
- Web filtering and anti-phishing email protection
- Employee cybersecurity awareness training
- Security review scope and frequency agreed in writing
Technical Support
Assistance governed by a written service level
Technical support can be provided through the channels and locations included in the service agreement. Priorities, support hours, acknowledgement targets and escalation procedures are stated in the applicable SLA.
Included services
- Support channels defined in the service agreement
- Remote assistance with user approval
- On-site intervention where included in the agreed service area
- Written priorities, support hours and acknowledgement targets
- Optional out-of-hours coverage where specified by contract
- Incident management and ticketing follow-up
- End-user assistance and change management support
Consulting & Strategy
Technical advisory for a defined roadmap
A consulting scope can include technology monitoring, infrastructure assessment, vendor coordination and roadmap planning. Activities, deliverables and decision responsibilities are defined in the proposal.
Included services
- Technology monitoring and personalised recommendations
- Comprehensive IT infrastructure audit
- Digital transformation guidance
- Secure remote working implementation
- Cloud migration (Microsoft 365, Google Workspace)
- Technical liaison with your vendors (publishers, carriers)
- IT budget forecasting and hardware renewal planning
A documented, tailored contract
Every business is different. The proposal sets out the selected services, responsibilities, exclusions, commercial terms and service levels before signature.
4 steps to IT peace of mind
From initial assessment to ongoing service, each phase is framed by an agreed scope and documented responsibilities.
Initial assessment
The required inventory, analysis and deliverables are agreed before any audit work begins.
Tailored proposal
An action plan adapted to your size, your budget and your operational constraints.
Planned rollout
Migration steps, dependencies, maintenance windows and rollback procedures are documented in the project plan.
Ongoing service
Monitoring, reporting and contact arrangements follow the scope set out in the contract.
What the contract should define
Your questions, our answers
Answers to common questions about managed IT services for SMEs.
What is the difference between managed IT services and IT maintenance?+
IT maintenance focuses on repair and troubleshooting. Managed IT services can add monitoring, documented responsibilities, security controls, reporting and service governance. The actual distinction depends on the scope written into the contract.
How much does managed IT cost for an SME?+
The cost depends on the number of workstations and sites, the systems included, support hours, security requirements and recovery objectives. The proposal states the price, inclusions, exclusions and any audit scope before work begins.
Do you only operate in Réunion Island?+
ECLAUD IT is headquartered in Saint-Paul, Réunion Island. The proposal confirms the locations covered for on-site work and the conditions that apply to remote services.
What is your response time in the event of a failure?+
There is no single response time for every contract. Incident priorities, support hours, acknowledgement targets and any out-of-hours coverage are written into the applicable SLA.
Can I subscribe to a single service?+
A proposal may cover a specific service or a broader managed scope. The selected services, dependencies, exclusions and responsibilities are confirmed in writing before signature.
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