Keep Your Organization Running—
Without Building an IT Department
Safari Micro's managed services give your team SLO-backed helpdesk, proactive monitoring, and operational follow-through—so IT problems get resolved before they become business problems, whether you have no internal IT staff or need to extend your existing team.
For: IT Directors, Business Owners, Operations Leaders, Organizations without internal IT staff
Managed services reliability
What's Covered
Safari Micro Managed Services covers the full operational IT stack — from day-to-day helpdesk to infrastructure monitoring, security baselines, and strategic planning. We operate as your IT department or alongside your existing team.
Tier 1–3 Helpdesk
End-user support via phone, email, and remote tools with SLO-backed response times and clear escalation paths.
Infrastructure Monitoring
24/7 monitoring of servers, networks, and endpoints with proactive alerting and incident response.
Security Baseline Management
Patch management, security policy enforcement, and vulnerability monitoring.
Proactive Maintenance
Scheduled maintenance, health checks, and preventive actions to avoid outages.
User Lifecycle Management
Onboarding, offboarding, and access management for employees.
vCIO / Strategic Advisory
Quarterly IT reviews, roadmap planning, and budget forecasting aligned to business goals.
IT Operations Assessment
We'll evaluate your current IT environment, support gaps, and operational maturity to recommend the right managed services tier and scope.
Format
Remote discovery call
Effort
45–60 minutes
What You Receive
- Current environment summary
- Gap analysis vs. operational baseline
- Recommended service tier & scope
- Estimated monthly investment
- Onboarding timeline
Service Level Objectives
SLO terms are written into your service agreement. Response and resolution times are measured from ticket creation during covered hours.
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | System down, business impact | < 1 hour | Best effort same day |
| High | Major functionality impaired | < 4 hours | Next business day |
| Medium | Partial functionality impaired | < 8 business hours | Within 3 business days |
| Low | Minor issue, workaround available | < 1 business day | Within 5 business days |
What's Included
Helpdesk & Support
- Tier 1–3 end-user support
- Remote and on-site assistance
- Ticketing system & SLO tracking
- User onboarding/offboarding
Infrastructure Operations
- Server & network monitoring
- Proactive alerting & incident response
- Backup monitoring & validation
- Capacity planning
Security Operations
- Patch management & updates
- Security baseline enforcement
- Vulnerability scanning
- Incident response procedures
Strategic Services
- Quarterly vCIO reviews
- IT roadmap planning
- Budget forecasting
- Vendor management support
What You Actually Receive
Safari Micro engagements produce real documentation — not verbal recommendations. Every client receives a set of onboarding artifacts at kickoff and ongoing deliverables throughout the engagement. These are yours to keep.
Onboarding Artifacts
Delivered at kickoffEnvironment Runbook
A complete, structured document covering your network topology, server inventory, user accounts, software licensing, vendor contacts, and escalation procedures. Written for your internal team to use — not for Safari Micro's benefit.
Security Baseline Record
Your current security posture measured against Safari Micro's standard baseline: patch levels, MFA enrollment, endpoint compliance, firewall rules, and open vulnerabilities with remediation priorities.
Monitoring Configuration Record
All monitoring thresholds, alert rules, and notification paths recorded — so you know exactly what is being watched, what triggers an alert, and who responds.
Escalation Matrix
A clear, tiered escalation path for every issue type: Tier 1 helpdesk → Tier 2 engineer → Tier 3 specialist → client stakeholder. Includes contact names, response windows, and SLO commitments at each level.
Signed Service Agreement
Your SLOs, service scope, covered hours, exclusions, and pricing — in plain language, not boilerplate. Reviewed with you at kickoff and updated at each renewal.
Ongoing Monthly Deliverables
Every monthMonthly Executive Report
A structured summary covering: total tickets opened and closed, average response and resolution times vs. SLO, patch compliance percentage, open items and remediation status, and upcoming maintenance windows. Designed for IT directors and leadership — not just engineers.
Patch Compliance Summary
A monthly snapshot of patch status across all managed endpoints and servers: percentage compliant, outstanding patches by severity, and any exceptions with written justification.
Open Items Register
A running log of all open issues, deferred maintenance items, and pending decisions — with owner, priority, and target resolution date. Reviewed with your team at the monthly check-in.
Security Incident Log
A record of all security events detected during the month: alerts triggered, investigations completed, and any incidents with root cause and remediation notes. Retained for compliance and audit purposes.
vCIO Advisory Notes
Available on Professional and Enterprise tiers: a brief written summary of strategic observations, upcoming renewal decisions, budget considerations, and recommended roadmap items discussed during the monthly vCIO call.
All documentation is yours. Safari Micro does not retain proprietary formats or lock documentation inside our own systems. Every runbook, baseline, and report is delivered in standard formats (Word, PDF, Excel) and stored in your environment — so your team can access and use it independently.
Managed Services Outcomes
View All Case StudiesModernize IT + Endpoint Identity
Challenge
Organization needed to migrate devices from legacy AD and Azure AD configurations into a modern cloud-managed endpoint model
Result
All devices transitioned to Azure AD Join with Intune enrollment validated and user profiles migrated.
Buy IT + Onsite Services
Challenge
K–12 district needed to refresh wireless access points across multiple facilities with accurate device tracking
Result
200 access points installed, asset tagged, and legacy units removed across all district locations.
Windows Server Patch Management
Challenge
Organization needed a more reliable way to manage Microsoft updates across its Windows Server environment — server patching was inconsistent and difficult to validate across production systems.
Result
New WSUS environment deployed with SSL/HTTPS, computer group targeting, update package configuration, Group Policy automation, and production validation.
Managed Services — Common Questions
Security Baked In, Not Bolted On
When you hand over IT operations to a managed services provider, you're also trusting them with your data, your users, and your compliance posture. Safari Micro maintains a continuous security program monitored by Secureframe — our controls, policies, and subprocessor relationships are documented and publicly verifiable.
Visit Our Trust CenterContinuous Monitoring
Security controls are monitored around the clock by Secureframe, with real-time status visible in our public Trust Center.
Documented Controls
Change management, access security, incident response, and vulnerability management policies are maintained and auditable.
Vendor Due Diligence
All subprocessors and technology partners undergo vendor risk assessments before being added to our supply chain.
Compliance Resources
Review available security documentation and request restricted compliance reports, including our SOC 2 Type I report (NDA required), directly through the Trust Center.