How Lanmark IT support works, and who does what.
Lanmark IT support is a team: a service desk of qualified engineers, a service delivery manager who owns your service, and, on Lanmark Total, a named senior technician, an account manager and a security team. You pay per user, from £55 to £65 a month on Total, excluding VAT.
£55 to £65
per user a month (or per device, if fewer) on Lanmark Total, ex VAT
Who is on your Lanmark service team?
Support is a team, not one person. Here is who does what.
- Service deskAll plans
- Qualified engineers answer your calls, categorise every ticket by severity and fix problems, or escalate them to the right specialist.
- Service delivery manager
- Responsible for your whole service, including escalations and service levels, and for regular service review meetings.
- Named senior technicianTotal
- Assigned to your account, takes you through onboarding, guides your IT plans and runs our optional onsite IT support clinics.
- Account managerTotal
- Runs business reviews and gives strategic IT advice, including your annual IT plan and budget.
- Procurement manager
- Helps you choose the right hardware and software for your business.
- Security analystsTotal
- Respond to cyber threats in real time and isolate and prevent attacks such as hacking and ransomware.
What does Lanmark support?
Everything your people use, for one price, counted per user or per device, whichever is fewer.
- Laptops, desktops and Macs
- Windows and macOS, Microsoft 365 apps, file sharing such as OneDrive, home workstations
- Your network
- Wi-Fi, firewalls, switches, VPNs, internet connections and domain names
- Cloud services
- Microsoft 365, Azure, Teams Phone, SharePoint and Amazon Web Services
- Servers
- On-premise or hosted Windows and Linux servers, Active Directory and SQL
How quickly will tickets be handled?
Response is managed by severity. The targets are written into your agreement.
| Priority | What it means | Total: first response | Total: onsite | Flex: first response |
|---|---|---|---|---|
| P1 | Global or major system failure, affecting all users | 30 minutes | 4 hours | 1 hour |
| P2 | System failure affecting a lot of users or a department | 30 minutes | 4 hours | 1 hour |
| P3 | Support issue affecting fewer than 5 people | 1 hour | 8 hours | 1 hour |
Onsite response is not part of Flex. Change requests and planned work are scheduled with you.
How is the service kept improving?
Your service delivery manager monitors and analyses your service reports, and arranges regular service review meetings so that you and the team build a close working relationship.
Monitoring is connected to the service desk: when an alert is raised, a ticket is created automatically for a technician to look into.
See the plans and pricesWhat do people ask about the service?
Who will I deal with at Lanmark?
Calls go to our service desk, where a qualified engineer answers. Behind it sit a service delivery manager, a security team and, on Lanmark Total, a named senior technician and an account manager.
What does the service delivery manager do?
The service delivery manager is responsible for the whole of your Lanmark service, including escalations and service levels. They arrange regular service review meetings to discuss how the service desk and your IT can be improved.
How are problems prioritised?
Every ticket is categorised by severity using ITIL, the standard way of managing IT services. A P1 is a global or major failure affecting all users, and a P3 is an issue affecting fewer than five people. The response targets for each are in the table on this page.
Can I see what has been fixed?
Yes. Your service delivery manager sends reports covering service desk use and response, device availability, network monitoring and patching.
Where to go next
Book a free IT review.
We look at what you have, what it costs and where the risks are, and tell you plainly if you do not need to change anything.
Book a free IT review