03.2 · TECHNOLOGY

Managed IT that keeps you running.

ERP administration, application support, helpdesk and infrastructure management, all under a clear service-level agreement. Your people focus on the business while we keep your systems running, secure and improving.

0%
average uptime across managed systems
0 min
response to a critical incident
0+
end users supported
0%
of tickets resolved at first contact
SCOPE OF WORK

What our work covers.

Choose the full scope or only the workstreams you need. Each one comes with defined deliverables, a named owner on our side and a clear sign-off on yours.

  1. 03.2.1

    ERP and application support

    Functional and technical support for TDC ERP, SAP, Oracle, Dynamics and line-of-business applications, from user questions to bug fixes and enhancements.

    Deliverables
    • Application support desk
    • Monthly enhancement releases
    • Release notes and testing
  2. 03.2.2

    System administration and access

    User provisioning, role design, access reviews and segregation-of-duties checks that keep auditors satisfied.

    Deliverables
    • Joiner, mover and leaver process
    • Quarterly access reviews
    • Segregation-of-duties reports
  3. 03.2.3

    Helpdesk and end-user support

    A single number, email and portal for every IT issue, staffed by people who know your systems and your business.

    Deliverables
    • Service desk with ticket tracking
    • Device and software support
    • User satisfaction surveys
  4. 03.2.4

    Cloud and infrastructure management

    Servers, networks and cloud environments monitored, patched and right-sized, with cost reports that show where the money goes.

    Deliverables
    • 24×7 monitoring and alerting
    • Monthly patching
    • Cloud cost optimisation report
  5. 03.2.5

    Backup, security and continuity

    Daily backups with tested restores, endpoint protection, vulnerability scanning and a disaster-recovery plan that has actually been rehearsed.

    Deliverables
    • Backup and restore testing
    • Vulnerability scans and remediation
    • Disaster-recovery plan and test
  6. 03.2.6

    Report development and data services

    New reports, dashboards, interfaces and data fixes on request, delivered by our technology practice under the same agreement.

    Deliverables
    • Report and dashboard requests
    • Interface maintenance
    • Data-quality fixes
HOW THE ENGAGEMENT RUNS

How IT support moves to TDC.

  1. 01
    Discover
    Weeks 1–2
    • Asset and system inventory
    • Ticket history review
    • Risk assessment
    OutputService design and SLAs
  2. 02
    Transition
    Weeks 3–5
    • Knowledge transfer
    • Monitoring set-up
    • Documentation
    OutputRun-books and access
  3. 03
    Stabilise
    Weeks 6–8
    • Fix quick wins
    • Patch backlog
    • Backup verification
    OutputStable baseline
  4. 04
    Run
    Week 9 onwards
    • Service desk
    • Monitoring
    • Monthly reporting
    OutputMonthly SLA report
COMMITMENTS

Service levels.

30 min
response to a critical incident, resolution target 4 hours
99.9%
uptime target for core business systems
8 am – 8 pm
service desk, Monday to Saturday, 24×7 for critical issues
Monthly
restore test to prove backups work
The operating rhythm
Daily
  • System monitoring
  • Backup checks
  • Ticket triage
Weekly
  • Security alerts review
  • User access changes
  • Open-ticket review
Monthly
  • Patching
  • Restore test
  • SLA and cost report
Quarterly
  • Access review
  • Vulnerability scan
  • Service review meeting
Annually
  • Disaster-recovery test
  • Licence review
  • Technology roadmap
SELECTED ENGAGEMENTS

Proven results for leading organisations.

We keep our clients' identities confidential, but we are proud to share what we achieved together and how we went about it.

PharmaceuticalsNDA

A pharmaceutical manufacturer

Challenge

One in-house IT officer supported the ERP, the network and 300 users, and month-end regularly stalled on system issues.

Approach

Fully managed application and infrastructure support, with ERP performance tuning, monitored backups and a proper service desk.

99.95%
ERP uptime in the first year
-70%
month-end system incidents
4.7 / 5
user satisfaction score
Non-profitNDA

A non-profit foundation

Challenge

An ageing server room, untested backups and donor requirements for stronger data security.

Approach

Migration to Microsoft Azure and 365, identity and device management, daily backups with monthly restore tests and a managed security service.

35%
lower annual IT running cost
Passed
donor IT security assessment
0
data-loss incidents since migration
WHO YOU WORK WITH

A senior team, dedicated to you.

  • Service delivery managerOwns the SLAs and your monthly service review.
  • Application consultantsERP and business-application specialists.
  • Infrastructure engineersServers, networks, cloud and security.
  • Service desk analystsFirst line for every user, every day.
TOOLS AND PLATFORMS

The platforms we work with.

  • TDC ERP
  • SAP
  • Microsoft Dynamics 365
  • Microsoft 365 and Entra ID
  • Microsoft Azure
  • AWS
  • Veeam
  • Microsoft Defender
  • Jira Service Management
QUESTIONS

Frequently asked questions.

Do you support systems you did not build?

Yes. We support SAP, Oracle, Dynamics and many line-of-business applications, as well as TDC ERP. Transition includes full knowledge transfer.

Can you work with our in-house IT team?

Yes. Many clients use a co-sourced model where we provide specialist skills, out-of-hours cover or application support alongside their own team.

How are service levels reported?

A monthly report shows tickets, response and resolution times against SLA, uptime, security status and recommendations, reviewed in a monthly or quarterly meeting.

MORE FROM BUSINESS PROCESS OUTSOURCINGAll of BPO →
START A CONVERSATION

Let’s talk about what comes next.

Tell us a little about your organisation and what you are trying to achieve. A senior member of our team will be in touch within one working day to arrange a conversation.

Thank you. A member of our team will be in touch within one working day.

Karachi (HQ)

506, 5th Floor, Progressive Centre,
30-A, Block 6, PECHS,
Shahrah-e-Faisal, Karachi, Pakistan

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Headquartered in Karachi, serving clients across Pakistan, the UAE, Saudi Arabia and Afghanistan.