How does Blackwood IT manage client IT systems?

Blackwood IT uses a proactive, structured approach. We deploy remote monitoring and management (RMM) tools to every endpoint, apply patches automatically, respond to alerts before they become problems, and hold regular account reviews with each client.

What are your support response times?

Critical issues affecting your whole business are responded to within 1 hour. High priority issues are responded to within 4 hours. Standard support requests are addressed the same business day. We agree SLAs with each client as part of their contract.

Do I get a dedicated account manager?

Yes. Every Blackwood IT client has a named account manager who understands your business, attends regular reviews and acts as a point of escalation. You are never passed around a call centre.

How do I log a support request with Blackwood IT?

You can log a support request by phone on 01902 711 777, by email to hello@blackwoodit.co.uk, or through the Blackwood IT client portal at portal.blackwoodit.co.uk. We aim to acknowledge all requests immediately during business hours.

Do you provide IT support outside normal business hours?

Yes. Our monitoring systems run 24/7 and we offer out-of-hours support arrangements for clients who need cover beyond standard business hours. Speak to us about your requirements.

How We Work | Managed IT Support

The process

From first conversation to long-term management

Getting started, understanding your business first

Every business is different, so we start by understanding how you operate and what you need from your IT. We take time to understand your current setup before recommending anything or making any changes.

Your current systems, devices and infrastructure How your team works day to day Any existing issues or concerns Your plans for growth

Onboarding, a smooth and well managed transition

If you are moving from another IT provider, we handle the entire process for you. We liaise with your current provider, gather and document your systems, and make sure nothing is missed. There is no gap in support during the transition.

Liaison with your current provider Full documentation of your systems and configurations Review of your setup in detail Identification of any immediate risks or issues

Review and improvement, getting everything set up properly

Once we have taken over, we focus on making sure your IT is in good shape. We deal with underlying problems, not just symptoms — fixing issues that your previous provider may have overlooked and improving your security and infrastructure properly.

Fixing existing issues properly Strengthening security across all systems Updating configurations and patching Ensuring monitoring and backups are in place

Day-to-day support, responsive and easy to deal with

When your team needs help, we are there. You can contact us by phone, email, or through your support portal. We focus on fixing things properly and keeping your team productive — not passing problems around or closing tickets prematurely.

Remote support within 2 working hours Onsite support within 4 working hours, depending on location Clear communication and updates throughout Problems resolved properly — not just closed off Where an issue involves another supplier, we will help identify where the problem sits and provide technical information where appropriate

Proactive management, preventing problems before they happen

We do not wait for issues to arise. Your systems are continuously monitored and maintained so problems are identified and dealt with before they affect your business. This is the difference between reactive break-fix support and proper managed IT.

System monitoring and alerting across all devices Regular maintenance, updates and patching Performance checks and health reviews Ongoing security management

Account management,— clear ownership and regular communication

You will have a dedicated account manager and a dedicated technical manager. This means you always know who to speak to, your systems are properly overseen, and you have someone who genuinely understands your business and its IT requirements.

A named account manager responsible for your relationship A named technical manager overseeing your systems Regular reviews and planning conversations Consistent, personal service — not a rota of strangers

Response times

You know what to expect, and we deliver it

We operate Monday to Friday, 8:00am to 6:00pm, excluding bank holidays. All response times are measured from when we receive your request during working hours.

2hrs

Remote support response

Most issues are responded to within 2 working hours. Many are resolved significantly faster.

4hrs

Onsite support response

For issues requiring an engineer on site, we aim to be with you within 4 working hours depending on location.

24/7

Security monitoring

Huntress MDR runs around the clock across all endpoints and identities, threats are detected and responded to at any hour.

A straightforward, structured approach to managing your IT