A support model built to feel accountable, documented, and easy to understand.
Harkstone Tech is a small team by design, so the process matters. Discovery, onboarding, support boundaries, security expectations, and review points are explained clearly from the outset.
- Discovery, assessment, onboarding, and ongoing review
- Package framing without risky public pricing promises
- Support hours and response wording stated responsibly
A straightforward process from day one
The site should not promise an enterprise machine that does not exist. Instead, Harkstone Tech is positioned around clarity, sensible process, and direct ownership from senior people. That means agreeing how support is raised, what security baseline is non-negotiable, what sits outside scope, and how client communication will work before problems become stressful.
Discovery call
We start with a short call to understand the business, the current setup, and the issues that are creating the most friction or risk.
Assessment
We review the environment, flag priorities, and decide whether the right next step is managed support, a Microsoft 365 tidy-up, security work, or a defined project.
Onboarding
Access, documentation, support channels, and baseline security expectations are set properly so the relationship starts on solid ground.
Ongoing support and review
Support continues with periodic reviews, clear communication, and recommendations that are practical for a smaller business to act on.
Package framing
These package names are intended to explain the service structure. They are not fixed public price promises, because real scope depends on the current estate and security baseline.
Essentials
Smaller teams that need reliable support and Microsoft 365 basics in better order.
Includes
- Managed IT support
- Microsoft 365 day-to-day admin
- Joiner and leaver handling
- Baseline device and account standards
Not included
- Advanced security stack by default
- Public fixed pricing without a quick assessment
Secure
Businesses that need stronger baseline security and more confidence around backup and access control.
Includes
- Everything in Essentials
- Security baseline review and remediation plan
- Backup monitoring and recovery checks
- More structured access control
Not included
- Enterprise SOC-style marketing promises
- Unlimited bespoke consultancy
Fully Managed
Teams that want broader ownership of support, device standards, and regular planning conversations.
Includes
- Everything in Secure
- Broader device management support
- Quarterly service reviews
- More proactive lifecycle planning
Not included
- Hard public per-user pricing before estate review
- Anything-goes project scope
Ad hoc / Project
Defined one-off work such as onboarding improvements, laptop rollouts, or a Microsoft 365 tidy-up.
Includes
- Defined scope and deliverables
- Documented handover
- Straightforward commercial boundaries
Not included
- Ongoing unlimited support by implication
- Undefined emergency response commitments
Support hours and response targets
Standard support hours: Mon-Fri 08:30-17:30 UK time.
We aim to acknowledge urgent issues promptly during support hours and set response priorities in writing during onboarding. We do not publish hard marketing metrics that are not contractually backed.
Scope boundaries
- Out-of-hours cover is by prior agreement for genuine critical incidents.
- Scope is documented so project work, onsite time, and third-party coordination are not left ambiguous.
- Supported operating systems, approved request routes, and security baseline expectations are agreed early.
How we work FAQs
A few quick answers about pricing approach, scope control, and how the operating model stays honest.
No fixed public pricing at launch. User counts, device condition, support expectations, and required security baseline all affect scope, so we quote after a short assessment.
No. We prioritise the most important issues first. Where something genuinely needs replacing or upgrading, we will explain why and what the practical options are.
By documenting what is included, how requests are approved, and when work becomes a project or change request instead of quietly absorbing it.
Yes, as long as the operating model is clear. Co-managed support can work well when responsibilities are documented and communication is disciplined.
Want to talk through the likely shape of support?
A short call is usually enough to work out whether you need a full managed model, a smaller Microsoft 365 or security project, or simply a bit more detail before deciding.