Managed User Services

Daisy's Managed User Service includes proactive monitoring, maintenance, and support for your desktop and laptop users.

Managed User Services visualization
Managed IT Services

Why SA businesses choose Daisy for Managed IT Services

Proactive 24/7 MonitoringWe fix IT issues in the background before they ever impact your staff.
Nationwide Branch Network56 local support hubs across South Africa for rapid on-site engineering.
Flexible In-house FinanceFinance your entire server and hardware refresh directly through Daisy.
Secure B2B Portal · Personal Response

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Consolidate your technology under one SLA and one invoice.

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Our Managed User Service delivers proactive monitoring, maintenance, and support for your desktop and laptop users. This fully managed offering includes enterprise-grade anti-virus, patch management, and third-party software updates.

40
Years Experience
56
Branches Nationwide
24/7
Continuous Support
1
Dedicated Partner

The service guarantees SLA-measured request and incident response times, providing remote assistance for users as standard, with on-site assistance deployed when required. We offer three comprehensive tiers designed to support diverse business needs and operational requirements.

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Our Managed User Services Packages

Silver

  • 8-5 Remote Only
  • Laptops and Desktops
  • 30-Min Response SLA
  • Proactive Monitoring
  • Automatic Remediation
  • Microsoft 365 User Support included
  • Quarterly SLA Review
  • AV & Patch Management
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Gold

  • 8-5 Remote and On-site Support
  • Laptops and Desktops
  • 15-Min Response SLA
  • Proactive Monitoring
  • Automatic Remediation
  • Microsoft 365 User Support included
  • Microsoft 365 Backup
  • Fortnightly On-site Visits
  • AV & Patch Management
  • Email Security
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Platinum

  • 24/7 Remote and On-site
  • Laptops, Desktops, and Portable Devices
  • 15-Min Response SLA
  • Proactive Monitoring
  • Automatic Remediation
  • Microsoft 365 User Support
  • Microsoft 365 Backup
  • Email Security
  • Quarterly SLA Review
  • Weekly On-site Visit
  • Laptop and Desktop backup
  • AV & Patch Management
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Service Delivery Scope

Remote & On-site Support
Daisy Managed Services will endeavour to resolve all requests remotely. In instances where issues cannot be resolved remotely, an on-site appointment will be scheduled. Silver tier SLA customers will require an additional call-out quote to be accepted to action the on-site support request. Gold and Platinum tier SLA customers will not be charged for call-outs or on-site requirements.

Laptops, Desktops & Portable Devices
Daisy Managed Services will support all laptops, desktops, and portable devices no older than 5 years. In cases where the manufacturer's warranty is active, we will assist in the warranty RMA process with the relevant suppliers. We exclusively support the latest Microsoft operating systems as defined by Microsoft. Out-of-date and unsupportable systems will be highlighted to the customer and excluded from the support scope until upgraded.

SLA Response Times
Customers can log incidents via email to the support desk, through the Daisy Support Manager application, or by calling the support line. Every incident is allocated a service number used to track the request from inception to closure. All escalations require this service number.

Proactive Monitoring
As part of our proactive monitoring solution deployed on all managed devices, we ensure that critical security and essential patches from main vendors are applied automatically with minimal disruption to business functions. We apply fixes to common issues automatically, providing IT environments with behind-the-scenes maintenance and up-to-date security patching.

Microsoft 365 Support
Daisy Managed Services provides support to users on their Microsoft 365 subscriptions and applications. We ensure that the customer's Microsoft subscription meets the compliance and security standards defined during the initial engagement session. Migrations to and from Microsoft 365 are included in the Platinum service SLA. For Gold and Silver tiers, migration costs are quoted separately.

Quarterly SLA Review & Consultation
Daisy Managed Services provides a quarterly engagement session to review the previous quarter's SLA metrics and discuss any incidents. During this session, the technical account manager will advise on technical improvements and service offerings to enhance the customer's infrastructure.

Frequently Asked Questions

The managed services model is the process of proactively outsourcing business processes to reduce the costs of maintaining a process in-house. Managed IT services is the outsourcing of your company's information technology management and maintenance to an external provider - in the simplest terms, it's paying another company to look after the IT matters in your business.
The two terms are often taken to mean the same thing, and both models are closely related, but with one marked difference. Outsourcing means sourcing a service or product from a third party without them managing the supplied solution on your behalf, so you may still need to hire and maintain in-house professionals to look after everything. In managed services, the third party both supplies and operates the service, so there's no need for an in-house team.
A managed services provider, often referred to simply as an MSP, is a company external to your business responsible for providing IT services to you.
An MSP works remotely wherever possible. At Daisy, where necessary, we will send technicians to your location as required.
One of the primary benefits of working with a Managed Services Provider is IT cost reduction. Working with an MSP improves your business operations by letting your staff focus on their work instead of dealing with IT problems.

“The installation and electrical work carried out was of a high standard which was carried out satisfactorily. The after-sale service has also been excellent to date.”

Brent Ferguson

General Manager

40+
Years Experience
56
Branches Nationwide
24/7
365 Support
1 SLA
One Partner

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Our specialists will help you integrate managed user services into your existing infrastructure seamlessly.

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