How we work
with you.
From first conversation to long-term partnership. No surprises, no jargon, just clear processes and honest communication.
Two ways to work with us. One standard of delivery.
Whether you need ongoing managed IT or a one-off project delivered properly, the approach is the same: clear communication, honest pricing, and people who actually care about getting it right.
How it starts.
No hard sell. We take the time to understand your business before we propose anything.
Discovery call
A 30-minute conversation to understand your business, your team, and what is and is not working with your current IT.
IT health check
We audit your environment to understand what you have, how it is configured, and where the risks sit.
Proposal and pricing
A clear, fixed-price proposal based on what we found. No hidden costs and no surprises after you sign.
Decision, not pressure
We give you time to decide. No chasing, no sales tricks. If we are the right fit, you will know.
Getting set up.
Onboarding typically takes two to four weeks. We take time to do it properly because rushing creates problems that persist for years.
Environment audit
Full review of infrastructure, security posture, licensing, and vendor landscape.
Documentation
We document everything: configs, credentials, network diagrams, and procedures.
Security baseline
MFA, endpoint protection, email security, and backup verification implemented.
Monitoring deployed
Our RMM and alerting tools deployed across all devices and servers.
Vendor introductions
We introduce ourselves to your existing vendors and take over coordination.
Team communication
Your people are briefed on how to contact support and what to expect.
Parallel running
We run alongside your outgoing provider to ensure a clean handover.
Go-live
Full ownership transfers to Bigfoot. Your team has one number to call.
Day to day.
Once you are onboarded, this is what ongoing support actually looks like.
Helpdesk and support
Fast, friendly support from real engineers. Phone, email, remote, or onsite. We pick up and we fix it.
Proactive monitoring
24/7 monitoring across your devices, servers, and network. We catch problems before you notice them.
Scheduled maintenance
Patching, updates, and housekeeping handled on a schedule that works for your business.
Account management
Regular check-ins, service reviews, and a named account manager who knows your business.
Book a call
Free 30-minute consultation. No pressure, just a conversation.
Response times.
Every ticket has a priority, and every priority has a guaranteed response time. These are response times, not resolution times. We start working on your issue within these windows.
1 hour
Complete service outage affecting multiple users or business-critical systems down.
4 hours
Significant impact on productivity or important systems degraded.
8 hours
Standard requests and issues affecting individual users.
24 hours
Minor issues, questions, and planned requests with no immediate impact.
Response times are during business hours (Monday to Friday, 8:30am to 5:30pm). Out-of-hours support is available for critical issues.
Clear service boundaries.
One of the most common frustrations with IT providers is unclear scope. We are explicit about what is included and what is not.
What is included
Day-to-day user support
Help desk access for IT issues, questions, and requests.
System monitoring and maintenance
Proactive monitoring, patching, and updates for covered systems.
Security tools and monitoring
Endpoint protection, email security, and threat monitoring.
User onboarding and offboarding
Setting up new users and securely removing leavers.
Backup management
Monitoring backups and regular test restores.
Vendor coordination
Liaising with your software and hardware vendors.
Documentation maintenance
Keeping your IT documentation current and accurate.
Regular service reviews
Scheduled meetings to discuss performance and improvements.
What is typically not included
Project work
Major changes like migrations or infrastructure upgrades. Scoped and quoted separately.
Hardware and licensing
Physical equipment and software licences are passed through at cost.
Line-of-business applications
Specialist software is supported by the vendor. We coordinate but are not experts in every application.
Non-standard equipment
Personal devices or hardware not onboarded into our management systems.
24/7 support
Standard hours are business hours. Out-of-hours cover for critical issues is available.
If something takes a few minutes and helps you, we just do it. If it is genuinely outside scope and will take significant time, we discuss it with you first.
Reviews and governance.
We do not just keep the lights on. Regular reviews keep the service improving and your technology aligned with your business.
Monthly reporting
Ticket volumes, response times, resolution rates, and trends. Delivered in plain English, not buried in dashboards.
Quarterly business reviews
Face-to-face reviews covering service delivery, upcoming changes, and technology recommendations.
Technology roadmap
A rolling plan for improvements, upgrades, and strategic changes aligned to your business goals.
When things go wrong.
Things break. It is the nature of technology. What matters is how quickly we respond, how honestly we communicate, and how thoroughly we resolve the issue.
Every client has a named escalation path. If you are not getting what you need from the service desk, your account manager steps in. If that is not enough, senior leadership is involved the same day.
After major incidents, we produce a full root cause analysis and present it to you. We explain what happened, why it happened, and what we are doing to prevent it happening again.
“We would rather tell you something difficult honestly than hide it and hope you do not notice. That is the foundation of a real partnership.”
Technology and tools.
We use enterprise-grade tools to deliver the service. These are included in your agreement, not charged as extras.
Enterprise-grade, included as standard
Technology and tools
Microsoft 365
Your core productivity platform, properly configured and actively managed.
The people behind the service.
You are not dealing with a faceless service desk. These are the people who will know your name, your environment, and your priorities.
Service Desk Engineers
Qualified engineers who know your environment. No scripts, no call centres, no passing you around. Direct access to the people who fix things.
Account Manager
Your named contact for service reviews, escalations, and strategic conversations about your IT.
Technical Project Manager
Owns your projects end to end. One person accountable for scope, timeline, and delivery.
Senior Leadership
Accessible when you need them. Escalation path, strategic input, and final accountability.
Meet the team
Learn more about who we are and how we got here.