TEKignite
Our Managed Service Offering
Businesses face a multitude of pressures and have universal objectives such as growing revenue and profit, improving business efficiency, innovating and enhancing customer efficiency.
Our managed service offering, TEKignite, is a critical component, ensuring that the solutions in which you have made significant investment remain operational and at the forefront of technology.
WHAT WE DELIVER
Our support isn’t just technical – it’s operationally intelligent. We resolve issues with business processes, application logic, and service dependencies top of mind. Ensuring faster resolution, reduced business impact, and smarter escalation.
HOW WE MONITOR
Our approach to KPI tracking is rooted in transparency, accountability, and continuous improvement. Using Freshservice Analytics, we transform raw operational data into actionable insights that drive performance and strategic alignment.
TEKignite is built to deliver exceptional value, guided by ITIL best practices for an efficient, structured service. We operate around four pillars – Nurture, Govern, Improve and Track.
Supported by our core principles of Innovation which is at the heart of what we do and has our team actively seeking opportunities to implement strategies that drive your operational efficiency, enhance your user experiences, and meet future challenges; as well as Engagement fostered by open communication and active collaboration to ensure our services are fully aligned with your business goals and expectations.
We are ITIL aligned.
OUR CORE PRINCIPLES
Innovation
Innovation is at the heart of what we do. By embracing cutting-edge technologies, exploring all possible approaches, and staying ahead of industry trends, we continuously deliver solutions that add value to your organisation. Our team actively seeks opportunities to implement creative strategies that drive operational efficiency, enhance user experience, and meet future challenges.
Engagement
Governance ensures we operate with accountability, consistency, and transparency. We maintain rigorous standards to safeguard compliance, manage risks, and align with best practices. Engagement is equally vital. By fostering open communication, active collaboration, and tailored solutions, we ensure our services are fully
aligned with your business goals and expectations.
TOOLSET AND TECHNOLOGY
Underpinning the delivery of these services we use a modern ITSM tool (FreshService) along with a range of other premium tools within our managed service to deliver on designed services and available service catalogue. Using our expertise within the Microsoft technology ecosystem we leverage the optimum tools to ensure
continuous monitoring, alerting and maintenance using AI and automated corrective actions to ensure optimum technology and application service operation.
OUR SERVICE LEVELS
ENTERPRISE
- Initial Response Time: <15 mins
- Resolution Target: 2 hours
- Notification Frequency: Every 30 mins
PREMIUM
- Initial Response Time: <30 mins
- Resolution Target: 4 hours
- Notification Frequency: Every 30 mins
ESSENTIAL
- Initial Response Time: <60 mins
- Resolution Target: 6 hours
- Notification Frequency: Every 2 hours
