IT & Cloud
Managed IT support for North East businesses
Your computers, laptops, servers and Microsoft 365 run by Odyssey engineers in Stockton-on-Tees: patched, monitored and supported, with a service desk your staff call directly.
Who it is for
Organisations in Teesside and the North East that have no IT team of their own, or whose one IT person has become the bottleneck. You run computers, laptops, servers and Microsoft 365, in the office, at home and in the cloud, and you want all of it looked after by one team your staff can call.
What you get
Every device kept updated, monitored and secured by engineers employed by Odyssey, never subcontracted. A service desk your staff ring directly, answered within three rings by a person in Stockton-on-Tees. A report every month showing what was done, who did it and how long it took, and replacements planned before a failure forces them.
The problem
No IT team, or one that is stretched. Devices out of date, security policies unmanaged, and nobody to call when something breaks.
Windows updates are whatever each person has clicked. Nobody is sure which laptops are still on Windows 10, which went out of support in October 2025. A leaver's Microsoft 365 account is still live. The server in the cupboard has not been checked since it was installed, and the backup is assumed to work.
When something stops, your staff lose the morning finding someone to ask, and the person they find is whoever is least busy, not whoever knows the answer. A fixed fee per user from a typical supplier does not fix this: the fee is priced to be the cheapest line on a comparison, and it stays cheap by rationing what you get, so the first line answers and a specialist is an escalation away.
Complete managed IT puts every device, server and Microsoft 365 account under one team's management, with the routine work done on a schedule and the service desk answered by the engineers who know your systems.
What Odyssey provides
- Every computer, laptop and server kept updated, patched and monitored, on premise, at home or in the cloud
- Security threats spotted and responded to, with endpoint and identity protection on every device
- Microsoft 365 security and compliance policies, licence management and user support
- A service desk your users call directly, answered within three rings and billed to the minute
- End of life managed ahead of time, so replacements are planned and budgeted, not forced by a failure
- A monthly report of what was done, who did it and how long it took
What is included
| Included | Detail |
|---|---|
| Onboarding | Every device, server, user and Microsoft 365 account audited, documented and brought under management |
| Managed service | Updates and patching on a schedule, monitoring, problems spotted and fixed, end of life planned ahead |
| Endpoint and identity protection | Every device defended against malware and ransomware, with threats watched for and dealt with by our team |
| Microsoft 365 | Security and compliance policies, Entra sign-in policies and multi-factor authentication, licence management |
| Service desk | Remote support by telephone, email and screen share, and quick changes of up to about 20 minutes (a new user, a mailbox rule, a firewall exception) made there and then |
| Field service | An engineer on site when a problem cannot be fixed remotely; travel is never charged, a site visit carries a call-out charge |
| Minor projects | A new server, a Wi-Fi refresh or relocating a small number of users, delivered from your retained hours |
| Reporting | Every month, what was done, who did it and how long it took, with a conversation when a pattern shows up |
Not included, or sold separately
- Major projects
- Anything that needs a project manager (an office move, a migration across sites, work with third parties on the critical path) is surveyed and priced fixed before we start
- Microsoft licences
- Supplied per user per month as a Microsoft partner, charged separately from the management
- Hardware
- Computers, laptops and servers are supplied and set up as a fixed-price project, not from your hours
- Backup and recovery
- Covered by its own service, charged by the data or devices protected; backup is built in only on the Odyssey private cloud
- Phones and tablets
- Company mobiles are managed under mobile device management, a separate service
- Email filtering, hosted firewalls and awareness training
- Each is its own service and can be added to the same retainer
- Out of hours
- Calls at any time reach our out-of-hours service desk rota; work done out of hours is never drawn from retained hours and is charged at the consumed list rate for the grade of engineer in use
How it is delivered
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Audit what you have
Every device, server, licence, domain and contract, and who holds the keys to each, so nothing is a surprise on the day. If you are moving from another supplier, this is where the passwords, the numbers and the domain are accounted for before anything changes.
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Agree the retainer
Hours each month sized to the devices, servers and users you run, a cap on how far past them we may go before we stop and ask, and a term of 12 to 60 months with the discount fixed for the whole term.
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Bring everything under management
Monitoring and patching tools on every device and server, endpoint protection installed, Microsoft 365 security and compliance policies set to our standard, and the estate documented. Scheduled so it does not affect day-to-day operations.
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Introduce the service desk
Your staff get one number and one email address. Calls are answered within three rings by a trained Odyssey employee, with no menu, queue or voicemail, and anyone can ask for a director.
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Run it, and report every month
Updates, patching and monitoring carry on in the background. You hear from us as you approach your hours, and the monthly report shows where the time went. When a pattern emerges, we talk it through and you decide whether to fix the cause or pay for the demand.
Why trust Odyssey with this
-
In-house
All work completed by Odyssey employees, never subcontracted
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3
Calls answered within three rings, and a director is always reachable
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ISO
ISO 27001 and ISO 9001 certified by NQA
- Actively working within 2 hours on anything urgent, in writing
Client story
Prestons of Potto
A 20-year telephony relationship grew into full IT support, moving a nationwide haulage firm onto Microsoft 365.
Read the story
Questions people ask
Who actually does the work?
Odyssey employees, based in Stockton-on-Tees. We never subcontract, so the engineer who sets you up is the one you can speak to afterwards, and you can ask for a director at any time.
How quickly will someone answer, and how quickly will they act?
Calls are answered within three rings, with no menu, queue or voicemail. Our written minimum is to be actively working within 2 hours on anything urgent and within 10 working hours on everything else; the live figures on our home page show how we are doing against that today.
How is managed IT priced?
From a retainer, which is how most of our clients work with us. You commit to a set number of hours each month, sized to the devices, servers and users you run, at one rate whoever does the work and discounted by up to 35% depending on the term. There is no price per user. Ask for a proposal and we will size it with you.
Can a month cost more than we expect?
Only as far as the cap you set. Up to the cap, work carries on; at the cap we stop and ask. Unused hours carry forward for three months, and you hear from us before you reach your hours and again before the cap.
Is there a minimum size or term?
The term is 12 to 60 months, with a larger discount for a longer term. A small business needs few hours, so a retainer is sized to the business rather than to a headcount. If your demand is genuinely occasional, consumed time may suit you better, and we will say so.
Will you make us replace our computers and servers?
No. End of life is managed ahead of time, so you know which devices and servers are approaching the end of manufacturer support and can plan the replacement in your own budget, rather than having it forced by a failure. Windows 10 went out of support in October 2025, so machines still on it are the first conversation.
We already have an IT person. Can you work alongside them?
Yes. Co-managed IT supports an in-house team with the patching, monitoring and service desk cover they hand to us, and the split of responsibilities can change as you grow.
What happens if we are switching from another supplier?
We audit your devices, licences, domains and contracts and who holds the keys to each, then plan the handover around your contract dates and your operations, so nothing goes dark on the day. Our page on switching from an unresponsive supplier sets out the steps.
Challenges this helps with
- Switching from an unresponsive supplierA managed handover, without disruption
- Replacing end-of-life hardware and softwareSupported systems, replaced on a plan
- Recovering from data loss or ransomwareData restored, and recoverable next time
- Outgrowing your in-house IT personThe right split between your team and ours
- Answering a customer's or insurer's security questionnaireControls in place, evidence ready
- Joiners, movers and leavers at volumeAccess that follows people in and out
- Bringing an acquired business onto your systemsOne set of systems and one supplier
- Giving the board a technology planA prioritised plan the board can act on
Related services
We support organisations in Newcastle, Gateshead, Sunderland, Durham, Hartlepool, Darlington, Stockton-on-Tees and Middlesbrough, from our service desk at Preston Farm.
Ask about complete managed IT
Send us your question and we will come back to you. We call back within the hour in office hours.
Rather talk? Call 01642 661888. Already a customer with a fault? Call the service desk on 01642 661800.
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Talk to a human about complete managed IT
Call and we answer within three rings. Or tell us what you need and we will call you back at any time.