Managed IT and outsourcing
IT outsourcing services in Hong Kong: turn day-to-day IT support and maintenance into a service with a defined scope, charging model and response time — not an open-ended promise.
The usual failure in IT outsourcing is not weak technical skill. It is an unclear scope: what is inside the monthly fee, what is quoted separately, how fast someone responds, and what happens if it cannot be fixed. This page answers those four questions up front.
1. Scope
Service desk and remote support
Phone, email, WhatsApp or ticket. Account, password, email, printing, software install and connectivity issues handled remotely.
On-site support
When remote cannot resolve it: hardware replacement, network troubleshooting, device configuration and user assistance.
Network and server management
Routers, switches, firewalls, NAS, virtualisation and Windows/Linux servers — maintenance, configuration backup and capacity review.
Endpoint management
Standard builds for PCs and laptops, OS updates, antivirus and encryption, device issue and recovery.
Patching and backup checks
Regular checks on update status and backup results, with follow-up on failures and a short periodic report.
Asset management
Device and licence register with location, user, warranty and renewal dates — the basis for budgeting.
2. What is included and what is not
Anything outside the "included" column is quoted before work starts — we do not perform first and invoice later.
| Area | Typically included | Usually quoted separately |
|---|---|---|
| User support | Accounts and passwords, email setup, software install, printing and connectivity | Data recovery, personal device repair, non-company devices |
| Network | Configuration changes, troubleshooting, firmware updates | New circuits, cabling works, building entry, equipment replacement |
| Server | Monitoring, patching, backup result checks | Migration, virtualisation rebuild, database tuning |
| Endpoint | Standard builds, OS updates, antivirus | Bulk replacement, cross-department moves, asset disposal |
| Security | Antivirus/EDR management, account and permission upkeep | Penetration testing, incident response, forensics |
| Projects | — | New office deployment, system rollout, relocation (project quote) |
The service schedule in the contract governs. We attach it to the quotation and both sides sign it.
3. How it is charged
| Model | Best for | Basis | Watch out for |
|---|---|---|---|
| Per seat | Stable headcount, standardised devices | Fixed monthly per user | Definition of a "user" and how additions are billed |
| Per device | Many devices, few staff (warehouse, lab) | Monthly per device | Servers and network gear usually priced separately |
| Hybrid | HQ plus branches, fluctuating headcount | Base fee plus per-incident overage | Agree overage rate and monthly cap |
| Per incident / hourly | Occasional needs, transition period | Per ticket or per hour | Higher long-term cost |
| Project | Relocation, deployment, rollout | Fixed price | Requires scope definition and survey |
4. Response time is not fix time
Many quotations say "4-hour response", which clients read as "fixed in 4 hours". They differ: response is when we pick it up and start; fix is when it is actually resolved — often dependent on parts, third parties or user availability.
| Priority | Definition (example) | Response | Handling |
|---|---|---|---|
| P1 Critical | Company-wide loss of internet, email or core system | Per contract (24×7 available) | Immediate engagement, on-site if needed, tracked to restoration |
| P2 High | Department-level outage, key user unable to work | Prioritised in business hours | Remote first, on-site if required |
| P3 Normal | Single user issue, non-critical device | Scheduled in business hours | Processed in ticket order |
| P4 Request | New account, software install, device issue | Standard service hours | Queued as routine work |
Illustrative framework. Actual definitions, targets and support hours are set in the contract.
5. Process
Assessment
Understand headcount, devices, circuits, systems and pain points; produce an asset and risk list.
Scope and tiers
Agree scope, priority definitions, support hours and charging model.
Handover
Take over existing accounts, devices and configurations; fill gaps in credentials and documentation.
Operations
Ticketing, remote and on-site support, scheduled checks and reporting.
Review
Quarterly or half-yearly review of ticket trends, repeat issues and capacity, with recommendations.
6. Office relocation and new office setup
Relocation is where IT fails most often: circuits not ready, equipment lists that do not match, lease end and go-live dates misaligned. We break it into checkable lists.
- Work backwards: from the date the new office must be operational, reverse-plan ordering, survey, installation and equipment lead times.
- Circuits first: start coverage checks and orders 6–10 weeks ahead to avoid last-mile delays.
- Assets: label and inventory before the move, verify item by item after — so nothing quietly disappears.
- Old site: circuit termination, equipment recovery, data destruction and handover, so you stop paying for what you no longer use.
- Acceptance: test network, telephony, printing, meeting rooms and access control, and issue a checklist.
7. Second-line support and white-label delivery for partners
If you are an integrator, an IT support company or a software vendor, hand the Hong Kong field work to us and keep the client relationship and solution ownership. We do not appear in front of your client and do not approach them.
Second-line support
Escalation for complex troubleshooting and infrastructure issues, delivered under your name with the technical record returned to you.
Local delivery
On-site installation, hardware replacement, line attendance, surveys and acceptance, executed against your ticket.
See Carrier partnerships and the IT partner programme for detail.
8. FAQ
We only have 20 staff — is outsourcing worth it?
Smaller companies benefit most: a full-time IT hire costs far more than a managed fee, and a single IT person creates a gap when they are on leave or resign. 20–80 staff is usually the sweet spot.
What happens to our existing IT person?
Commonly the managed team takes routine and low-level work, and the internal person moves to systems, projects and vendor management, or becomes our contact point. We can also cover only a specific scope, such as on-site or after-hours support.
Do we have to replace our equipment?
No. We take over existing equipment first. Replacement is recommended only when stability is affected or warranty has lapsed, with reasons and alternatives stated.
How often do you come on site?
As needed — there is no fixed quota. Anything resolvable remotely is handled remotely. If you want scheduled visits, they can be written into the contract.
Can you cover after-hours only?
Yes. Evening, weekend and holiday coverage can be designed separately — useful for retail, F&B and clinics that cannot have work done during opening hours.
Who owns the accounts and data?
The client owns all accounts, domains and licences. We hold only the administrative rights needed, and return everything in full at contract end. This is stated explicitly in the agreement.
Have a project in hand? Start with the requirements.
Tell us the purpose, location and timing. We will come back with what is feasible, what it depends on, and an indicative price range.