# Managed Services, Monitoring and Ongoing Support > Co-managed and fully managed IT support. Trybus Solutions monitors, patches and administers networks, infrastructure and communications, nationwide. *Source: https://trybussolutions.com/managed-services-and-support/ · Trybus Solutions · Chattanooga, TN · 423-633-1817 · info@trybussolutions.com* ## What We Do Trybus Solutions runs and supports technology after it has been built. That covers monitoring, day-to-day administration, patching, change control and a support desk your team can call, across networks, data center and cloud infrastructure, and communications systems. Most agreements start for one of a few reasons. A team is carrying an estate it does not have the headcount to watch overnight. A project has finished and somebody has to own the result. The engineer who knew how it was put together has left. Or the arrangement is break-fix, and the invoices arrive in the worst weeks. Our clients usually have their own IT team. Some hand us a defined slice of the work and keep the rest in house. Some hand over daily operation entirely. [Start a conversation](https://trybussolutions.com/contact-us/?service_solution=managed-services-and-support) ## Why Clients Bring Us In - **We are not tied to one manufacturer.** We carry a range of technology partners, so the estate we take on does not have to look like the one we would have sold you. If what you are running still fits, we will support it and say so. - **We take on systems we did not build.** Most of what we support was installed by somebody else, and the documentation rarely matches what is actually running. Establishing that gap is the first job of onboarding. - **One team across the whole estate.** The network, the infrastructure underneath it and the communications systems on top all affect each other. One agreement across them removes the argument about whose fault an outage is. - **The agreement says what it covers.** Systems in scope, coverage hours, severity definitions and the escalation path are written down before support starts. Working that out during an incident is the expensive way. - **We work in the tools you already have.** Plenty of clients already run monitoring and a ticketing system, and we work inside them. Where nothing is in place, we bring our own. Replacing your toolset is a separate decision. - **Support and procurement in one place.** We track licensing terms, hardware refresh and end-of-support dates as part of the agreement, and can supply the replacements when the date arrives. ## What You Get Scope varies. A single-site network under co-managed cover does not need the same service description as a multi-site estate with a contact center attached. Below is a typical agreement, and we agree which of it you need during scoping. Everything we produce for you is yours. If the agreement ends, the documentation, the runbooks and the monitoring configuration go with you. - **Service description:** Systems in scope, the model, coverage hours, severity definitions, response targets and the escalation path, in one document. - **Monitoring and alerting:** Continuous monitoring of the contracted systems, with thresholds tuned so that an alert means something is wrong. - **Support desk and named escalation:** A route in for your team, an owner for every ticket, and a named path upward when a ticket stops moving. - **Patching and firmware management:** Updates scheduled, tested where the environment allows it, and applied inside change windows agreed with you. - **Administration and user changes:** Adds, moves, changes, provisioning and configuration work on the systems in scope, inside the volumes the agreement sets. - **Managed room and desk video endpoints:** Where meeting rooms are in scope, endpoints are managed from installation through retirement: updates, health monitoring and troubleshooting before a meeting starts. - **Lifecycle and renewal tracking:** Licensing terms, refresh cycles and manufacturer end-of-support dates tracked, so a renewal decision arrives while there is time to make it properly. ## How Support Is Structured Four things decide what a support agreement is worth: the model, the coverage hours, the severity definitions and who owns a ticket once it is open. All four are agreed at contract, with a response target against each severity level. The figures depend on the coverage bought, so they belong in your agreement rather than on a website. ### Co-Managed and Fully Managed Co-managed means we take a defined part of the work, such as overnight monitoring, escalation cover or patching for a named set of systems, and your team keeps the rest, including the decisions. Fully managed means daily operation moves to us, and your leadership keeps budget and priorities. Most agreements start co-managed and plenty stay there. ### Coverage Hours Coverage is chosen per service and does not have to be the same for everything. A contact center and a warehouse network rarely need the same hours. Monitoring runs around the clock as standard, every day of the year. Live engineer response is a separate commitment: a system can be watched continuously while a person is on hand only during agreed hours, and the agreement says which applies where. ### Severity Levels Severity is decided by business impact rather than by how hard the fix is. A typical structure runs to three levels: the top one for a system that is down or an organization that cannot conduct business, the middle one for something degraded where a workaround exists, and the bottom one for minor faults and routine requests. Each level carries its own response target, written into your service description. ### Escalation and Who Owns the Ticket Every ticket has one owner on our side and one route upward, both named in the agreement. The owner stays with it until it closes, including across a shift change, so your team does not re-explain the problem to a new person. Elapsed time against the target triggers escalation, and so does you asking for it. ### Change Windows and Freeze Periods Updates and firmware go in during windows agreed in advance, with a rollback plan and a record of what changed. Most organizations also have periods when nothing may be touched, such as an academic term or a retail peak, and those are set during onboarding. Emergency changes follow a shorter path defined at contract. ### Monitoring and Reporting Monitoring covers the systems named in the agreement, with thresholds tuned during onboarding, because untuned monitoring produces noise and people learn to ignore it. Reporting is a scheduled review of tickets, recurring faults, capacity and lifecycle dates, and its value is the decisions it forces: what to fix properly, what to refresh, and what you pay for and no longer use. ## How an Engagement Runs Broadly the same shape whether the estate is one site or forty. Onboarding decides whether the rest of it works, and how long it takes depends on the size of the estate and how much of it is written down. - **Scoping:** Agree the systems in scope, the model, coverage hours, severity definitions, escalation and price. This is also where we set how a later change to the scope gets handled. - **Discovery:** Engineers go through what is actually running, pulled from the live environment as well as from documentation. It usually turns something up. Where that changes what we can reasonably support, we write it up, price it, and you decide. - **Onboarding:** Access, monitoring, thresholds, runbooks and contact lists put in place and validated. We do not start support commitments until this is finished, because a commitment over an estate nobody has looked at is a guess. - **Transition:** A period where your team and ours run together, so knowledge that lives in one head has somewhere to go. - **Steady state:** Monitoring, tickets, patching inside change windows and day-to-day administration, measured against the severity structure agreed at contract. - **Review and exit:** A scheduled look at whether the scope is still right, because a new site or a migration changes what is supported. Agreements also end, and some should. When one does, you get the documentation, the runbooks and the monitoring configuration. ## What Is Quoted Separately Most of what is below is work we do. It is not part of a support agreement by default, because each piece carries its own scope, its own schedule and its own cost. If you want any of it included, say so at scoping and we will quote it in. The last one is different: it is work we do not do at all. - [Building or migrating the environment. Standing up a new system, moving platforms or running a cutover is project work with its own plan and its own budget. We do it, including for estates we already support, and it is priced on its own so a support fee does not quietly contain a migration.](https://trybussolutions.com/implementation-migration/) - [Structured cabling and pathways. We do not pull cable ourselves. We survey what is there, specify the pathways, containment and links the design needs, and bring in the cabling partners we work with to install it against that specification. It is quoted on its own because it runs to a different schedule from the platform work, and in occupied buildings it usually happens in the evenings.](https://trybussolutions.com/networking-connectivity/) - [Custom development and integration. We build integrations that go past documented connectors. That work gets its own scope and its own testing instead of being absorbed into a monthly fee.](https://trybussolutions.com/architecture-solution-design/) - [Security incident response and compliance evidence. Monitoring and alerting sit inside the agreement. Breach response, forensics, control mapping and audit evidence are engagements our security and compliance teams run in their own right.](https://trybussolutions.com/cybersecurity/) - [Hardware, licensing and subscriptions. The agreement covers the work of running the estate. The equipment and the licenses are quoted on their own.](https://trybussolutions.com/trybus-connect/) - **Carrier circuits and service.** We monitor the path, raise the fault and chase the carrier for you, but we do not become your carrier. The circuits stay on your provider’s bill. [Start a conversation](https://trybussolutions.com/contact-us/?service_solution=managed-services-and-support) ## Industries We Work In The work looks much the same between sectors. What changes is when we are allowed to touch anything, and what has to be written down afterward. ### [Healthcare →](https://trybussolutions.com/healthcare/) Clinical systems that cannot wait for the next convenient window, and support access that has to be auditable afterward. ### [Public Sector →](https://trybussolutions.com/public-sector/) Procurement rules that shape how an agreement is bought and renewed, and records retention that reaches support tickets. ### [Tribal Government and Enterprises →](https://trybussolutions.com/tribal-organization/) Sovereignty over data and over where support activity may take place, funding cycles that do not follow a commercial year, and estates spanning government, health, education and gaming. ### [Financial Services →](https://trybussolutions.com/financial-services/) Change records that stand up to examination, and the resilience expected of a regulated firm. ### [Education →](https://trybussolutions.com/education/) Change windows set by the academic calendar, quiet summers when the work has to happen, and terms when almost nothing may be touched. ### [Retail →](https://trybussolutions.com/retail/) A lot of small sites with no local IT, and a freeze across the busiest weeks of the year. ### [Enterprise →](https://trybussolutions.com/enterprise/) Multi-site estates at different stages of modernization, usually with more than one support arrangement already in place. ## Technology We Work With We hold partner relationships across the technology industry, and our engineers also work in platforms we do not sell. A support agreement starts on whatever you are running now, whoever supplied it, including equipment already past its manufacturer support date. We do not publish comparisons between manufacturers. Which platform suits an organization is something an assessment works out, not something a website should decide. [See all technology partners →](https://trybussolutions.com/partners/) ## Talk to Us About Support Tell us what is in the estate, what your own team already covers, and what keeps getting missed. We will tell you which model fits, what it would cover, what it would not, and put a number against it. [Start a conversation](https://trybussolutions.com/contact-us/?service_solution=managed-services-and-support) [Insights and guides](https://trybussolutions.com/resources/)