Priority 1: Core Outage
Definition: Entire network down, core servers offline, or client transaction systems unusable.
Targets: Response under 15 minutes, resolution plan under 2 hours.
Managed Operations & MDM
Continuous system uptime. Immediate user support.
We manage your devices with remote MDM, monitor network alerts, update software patches, and resolve employee tickets under a strict Service Level Agreement (SLA).
Operations Core
24/7 checks. Named support engineers.
IT support fails when you deal with different help desk dispatchers every call. We assign a dedicated operational lead who knows your networks and setup.
- SLA Contracts: Response and resolution targets based on ticket priority levels.
- Endpoint Control: Unified endpoint security for mobile and desktop systems.
- Weekly Reports: System performance, alerts, and patch updates detailed weekly.
Sub-service line
Endpoint Management & MDM
As employees work across branches and home offices, loose laptop and phone configurations invite security breaches. HYHUB's Mobile Device Management (MDM) services enroll, secure, and monitor all business endpoints from a single control point.
- Automated Enrolment: Integrating Apple Business Manager and Samsung Knox to configure new laptops and phones automatically out of the box.
- Security Profiles: Enforcing device encryption, requiring MFA screen lock passwords, and blocking unapproved app stores.
- Remote Incident Action: If an employee device is lost or stolen, we wipe business accounts and documents remotely to secure client data.
Service Desk Operations
Service desk ticketing workflows.
We process support requests using structured ticketing pipelines to ensure rapid, documented issue resolution.
- Ticket Discovery: Staff raise incidents via a branded email, user portal, or phone line, generating a tracked ticket number immediately.
- Triage & Assign: The ticket is prioritized by impact and assigned to your dedicated operational engineer.
- Resolve & Close: After fixing the issue, we document the resolution in your systems log and request user confirmation before closure.
SLA metrics
Our Service Level Agreement (SLA) framework.
We commit to clear response and resolution timelines for different priority levels, keeping support accountable.
Priority 2: Major Delay
Definition: Multiple users blocked from core databases, or branch tunnels failing.
Targets: Response under 1 hour, resolution under 6 hours.
Priority 3: Minor Issue
Definition: Single user unable to print, or email application issues on a single laptop.
Targets: Response under 4 hours, resolution under 24 hours.
Priority 4: Change Request
Definition: Request to add a new user domain account or procure hardware assets.
Targets: Response under 8 hours, scheduled within 3 days.
Pricing & Tiers
Support contract tiers.
Proactive Monitoring & MDM
Monthly Retainer
Best for companies with internal IT staff who need additional system monitoring tools and MDM configurations.
- 24/7 switch & router alerts
- Laptops enrolled in central MDM
- Monthly device health dashboards
Comprehensive Support Retainer
Monthly Retainer (SLA)
Best for businesses requiring complete IT management, regular user help desk support, and server updates.
- Unlimited remote support tickets
- P1 to P4 response SLAs
- Weekly patch updates and logs
Full-Lifecycle Operations
Retainer + Sourcing SOW
For companies wanting complete ITAM governance, supplier reviews, and on-site support engineers.
- Includes Software Asset Management
- Monthly supplier scorecard reviews
- Assigned on-site engineer days
