Engineer watching AIOps monitoring dashboards

Services

Managed IT Services

Ensure stable, secure and high-performing IT operations with proactive managed services. TMES provides structured IT managed services covering infrastructure monitoring, incident management, security governance and performance optimisation to support mission-critical business operations.

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Service Overview

IT That Never Sleeps

TMES Managed IT Services provide comprehensive, proactive management of your IT infrastructure with certified engineers, ITIL-aligned processes, and 24/7 operational coverage. We take ownership of your IT operations so you can focus on your core business.

Engineers working through a managed services queue
  • ITIL V3 certified service management
  • 24/7 NOC and help desk
  • Multi-vendor hardware support
  • Regional on-site capability
  • SLA-backed response times
  • Monthly reporting and reviews

Infrastructure Management

24/7 monitoring, patching, and optimisation of your servers, networks, and storage.

Security Management

SOC monitoring, vulnerability scanning, patch management, and incident response.

IT Service Desk

L1/L2/L3 support in regional languages with defined SLA response and resolution times.

Proactive Monitoring

Real-time monitoring with automated alerts to detect and resolve issues before they impact business.

How we work

Our escalation & support flow

A transparent, structured process ensures every issue is handled at the right tier, resolved efficiently and fully documented, so nothing falls through the cracks.

Our escalation & support flowEscalation flow: a user raises an issue with a severity. The 2nd tier checks the information is enough, otherwise asks the user for more. The 2nd tier checks the knowledge base and resolves it, or escalates to the 3rd tier, which investigates with principal and vendor support and hands back a fix. The user checks the fix; if it is not resolved it returns to the 2nd tier, otherwise the ticket is closed and recorded in the knowledge base. User / 1st tier2nd tier3rd tier Raise an issueIs theinformationenough?Can weresolveit?User checks the fixClose the ticketInvestigate the problem SeverityNoYesCheck knowledge baseNoEscalateFix or workaround YesNoDiscuss / more informationYesRecorded in knowledge base Principal & vendor supportMicrosoftIBMDellAppleGoogleAWSSAPAlibaba CloudCiscoArubaFortinet
  1. 1
    Raise an issue

    The user or 1st-tier support raises a ticket with a severity. Basic troubleshooting is tried and the first information gathered.

  2. 2
    Check the information

    The 2nd-tier team reviews the ticket. If the information is not enough, they work with the user to gather more before going on.

  3. 3
    Attempt the resolution

    2nd-tier engineers check the knowledge base and resolve the issue. Every successful fix is recorded for next time.

  4. 4
    Escalate to the 3rd tier

    Issues the 2nd tier cannot resolve go to specialist 3rd-tier engineers or principal and vendor support for deep investigation.

  5. 5
    User checks the fix

    The fix goes back to the user to confirm. If the issue persists it returns to the resolution loop.

  6. 6
    Close the ticket

    Once the user confirms, the ticket is closed, the knowledge base updated and the client notified.

Let TMES Manage Your IT

Design a bespoke managed services model that fits your business size and complexity.

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