By Kerabelle IT & Management Group · Last updated
What is typically included in managed IT services?
A complete managed IT service covers the day-to-day running of your technology and the planning behind it. Scope varies by provider and tier, but a solid agreement normally includes:
- Helpdesk and end-user support, remote and on-site, with defined response times
- Proactive monitoring of servers, networks, endpoints and cloud services
- Cybersecurity monitoring, endpoint protection, patch management and incident response
- Backup, restoration testing and disaster recovery with defined recovery targets (RPO and RTO)
- Software and licence management, including Microsoft 365 and Google Workspace
- Vendor management and quarterly technology reviews with budget forecasting
Managed IT vs break-fix vs in-house IT: how do they compare?
Most businesses choose between four models. The right one depends on how much your operations depend on technology and how much internal expertise you already have.
| Model | How you pay | Best for | Main risk |
|---|---|---|---|
| Break-fix | Per incident or hour | Very small teams with low IT dependency | No prevention; downtime is paid for twice |
| In-house IT team | Salaries and tools | Larger organisations with steady, complex demand | Key-person dependency and limited breadth of skills |
| Managed IT | Fixed monthly fee | Growing businesses that need reliability without a large team | Needs clear SLAs and reporting to hold the provider accountable |
| Co-managed IT | Monthly fee plus internal staff | Organisations with an IT team that needs extra cover and tooling | Blurred ownership unless responsibilities are written down |
How do you choose a managed IT provider in Cyprus?
Ask every shortlisted provider for the same information so you can compare like with like:
- SLA definitions: response and resolution targets by severity, and what happens when they are missed
- Security approach: endpoint detection, patching cadence, and how backups are tested, not just taken
- Coverage: on-site support across Limassol, Nicosia, Larnaca and Paphos, and out-of-hours arrangements
- Onboarding and exit terms: documentation handed over, and how you leave without losing access to your own systems
- Reporting: what you receive monthly and quarterly, and who reviews it with you
- Pricing model: per user, per device or tiered, and exactly what is excluded
What should onboarding to a managed IT service look like?
A good onboarding starts with an audit of your current environment, followed by a risk register that ranks security and continuity gaps. Monitoring is then deployed, backups are verified with a real restore test, documentation is written, and a first strategic review sets the roadmap for the year. If a provider skips the audit, expect surprises later.