Real engineers. Real SLAs. Named contacts.
A grown-up service desk that owns problems end to end, talks to your team like adults and reports its own performance every month.
If your current support feels like a queue full of strangers, this fixes it. Every FACG client has a named lead engineer, an account manager and a documented SLA. We answer the phone, work the ticket and stay on it until it is closed and you confirm it. There is no automatic ticket reassignment, no 'sorry, the second-line team is offshore' tap-dance.
Our standard cover is UK business hours (Monday to Friday, 9 to 6) with 24/7 P1 incident cover on Professional and Enterprise plans. P1 is acknowledged within 15 minutes by a senior on-call engineer who has the authority to escalate, change configuration and brief your leadership directly.
Every month you receive a service report covering ticket volume, SLA compliance, recurring root causes, change activity and a forward look at risk and capacity. Quarterly business reviews convert that data into a 12 month roadmap so the support function continuously improves rather than just absorbing more work.
Capabilities included
Single point of contact
One number, one email, one Slack/Teams channel. Your team never has to figure out 'who do I call' again.
Named engineers
A small, named pod that knows your environment. No round-robin, no cold handovers between shifts.
Published SLAs
Response and resolution targets in writing, by priority, with service credits if we miss them on Enterprise plans.
24/7 P1 incident cover
Senior on-call engineer reachable in 15 minutes for major incidents on Professional and Enterprise plans.
Joiner-mover-leaver automation
User onboarding and offboarding to a documented checklist with proof of completion in your audit log.
Asset & licence management
Live inventory, licence true-up, hardware lifecycle planning and budget forecasting.
Vendor management
We hold the relationships with your ISP, telecoms, MSPs, software vendors and printers, and chase them on your behalf.
Change management
RFC process for material changes, peer review, scheduled change windows and rollback plans.
Monthly service reporting
Tickets opened, closed, SLA met, root causes, change activity, asset and licence position and outstanding risks.
Tools we work with
Vendor-neutral. We pick the right fit for your scale, budget and existing investment.
Our delivery process
Onboard
Two-week structured onboarding: knowledge capture, account access, asset import, runbook authoring.
Stabilise
Quick-wins backlog clearance, repeat-ticket root cause work, known-error resolution.
Operate
Day-to-day desk operations against published SLAs with a named pod, single contact and weekly check-ins.
Improve
Monthly service report and quarterly business review with a forward roadmap and capacity planning.
What lands on your desk
Every engagement produces concrete artefacts you own and can show to your board, auditor or buyer.
- Service catalogue listing exactly what we deliver and how it is requested
- Published SLAs by priority with response and resolution targets
- Asset and licence inventory kept current at all times
- Runbooks for the top 20 IT scenarios in your environment
- Joiner, mover and leaver checklists with completion evidence in your audit log
- Monthly service report covering tickets, SLAs, changes, root causes and risks
- Quarterly business review and rolling 12 month roadmap
- Annual disaster recovery and business continuity test report
Common questions
What does P1 mean for you?
Total loss of a critical service for the whole business or a confirmed cyber incident. Acknowledged in 15 minutes, senior engineer engaged immediately, leadership briefing inside the first hour.
Will users actually get faster responses than they do today?
Yes. Our median first response on business-hours tickets is under 30 minutes and we publish that monthly. Most clients see a measurable jump in CSAT inside the first three months.
Can you provide on-site engineers?
Yes. Quarterly visits as standard on Professional, monthly on Enterprise, plus on-demand visits across the UK at a transparent published day rate.
How do you handle out-of-hours requests that are not P1?
Logged into the system 24/7 and worked the next business day under standard SLA, unless you opt for our 24/7 extended cover add-on.
Want to see what good support feels like?
Book a 30 minute call. We will share our service catalogue, SLAs and reporting samples so you can compare like for like before deciding.