IT support in Singapore
If your IT support is someone you call after something has stopped, that is break-fix. We provide IT support for Singapore SMEs as a managed IT service: a helpdesk, on-site visits, and the work between tickets that helps prevent the next problem.
Why break-fix support is not enough
If your current IT support is a person you call when something has already stopped, that is break-fix support. It can get a mailbox or a laptop working again. It does not look after the work that should have happened before the failure.
That work is what usually prevents the next outage: patching, backups with a restore that has been tested, starters and leavers handled as a rule, a written security baseline, and someone who owns the office network. For a business that depends on IT every day, calling for help only after a problem is no longer enough.
Evernet provides IT support for Singapore SMEs as a managed IT service. That means an 8x5 helpdesk (9am to 6pm SGT, weekdays), on-site visits in Singapore when a remote fix is not enough, and day-to-day administration of Microsoft 365 and your office network. It also means the work between tickets, so the environment is looked after between failures, not only after one.
Evernet Systems Private Limited is a Singapore-headquartered managed IT provider, founded in 2014. Today, 70+ businesses are under our managed service. We work with Microsoft 365 and Azure, and we are ISO 27001 and ISO 9001 certified.
Break-fix support
- A person you call when something has already stopped
- Can get a mailbox or a laptop working again
A managed IT service
- Patching
- Backups with a restore that has been tested
- Starters and leavers handled as a rule
- A written security baseline
- Someone who owns the office network
What IT support usually covers
People searching for IT support in Singapore are usually looking for the day-to-day help that gets staff productive again. For most offices of about 20 to 200 people, that help usually means:
A helpdesk
A helpdesk your staff can reach during office hours, by phone or email, staffed by engineers who can see your history and the notes from the last visit.
Remote and on-site fixes
Remote fixes where they are safe and sufficient, and an on-site visit when they are not: a failed access point, a stubborn printer, a meeting-room display, or a desk that will not connect.
Microsoft 365 administration
New starters and leavers, mailboxes, shared mailboxes, distribution lists, and the basic access problems that otherwise sit with whoever "knows IT" in the office.
The office network
Firewall, switches, Wi-Fi and the guest network, so a visitor cannot reach your shared files.
Those things still matter. They are also only the work you notice after something has already gone wrong.
A managed IT service includes that help, and the work in between tickets: patching, backups with tested restores, starters and leavers, a written security baseline, and ownership of the office network. Device and account hygiene is part of that work: removing leavers, keeping laptops on a supported operating system, and checking that backups have been tested, not only that a backup job has run.
How we work
You get a weekday, office-hours (8x5) helpdesk and on-site support in Singapore when a remote session cannot finish the job. The same engineers who take the call already know the environment, or they can see the notes from the last visit. You are not starting from zero each time.
We work mainly with Microsoft 365, business firewalls and office Wi-Fi. We will tell you if a request is a project (for example a tenant migration or a new site) rather than a support ticket, and we will scope it as a project.
We scope a managed IT service after an IT assessment, and the response times below go into the agreement. The fuller picture of the retained service is on the managed IT services page.
Service hours
- Helpdesk: 9am to 6pm SGT, Monday to Friday, excluding public holidays
- On site: in Singapore, when a remote session cannot finish the job
- Outside those hours: A 24/7 emergency line is available. Work outside service hours is charged separately, so you decide when to use it.
Committed response times
Every request gets a priority. These are the response times we commit to in the agreement, measured during service hours and backed by service credits if we miss one.
- P1 critical1hour
- P2 high2hours
- P3 medium4hours
- P4 low8hours
| Priority | Level | Example | Committed response time |
|---|---|---|---|
| P1 | critical | Your main server is offline and nobody can work; a suspected security incident reported by your staff | 1 hour |
| P2 | high | Your internet connection is down but staff can still work locally; a system several people rely on has stopped working | 2 hours |
| P3 | medium | A user's desktop won't turn on; the main printer is down but others work | 4 hours |
| P4 | low | A user needs a program installed; printing is slower than normal | 8 hours |
| P5 | planned | Maintenance in an agreed maintenance window | Scheduled |
- Service hours: 9am to 6pm SGT, Monday to Friday, excluding public holidays. Log P1 and P2 issues by phone.
- If we miss a committed response time, service credits apply, as set out in the agreement. Our engineers make the final call on priority.
- A response time is not a resolution time. Our guide to IT support SLAs explains why the two clocks should not be confused.
Who this is for
This page is for Singapore firms that have been getting by with ad-hoc or break-fix IT support, and can see that is no longer enough, especially if:
- There is no full-time IT person, or one person is doing the job beside another role
- Staff already work in Microsoft 365 and the pain is in mail, access, devices and the office network
- You would rather have one accountable team than a different freelancer each time something fails
If you already have an IT person and want a provider to work alongside them, that is co-managed IT. We have a separate guide to co-managed IT.
IT support plans for clinics and retail
A clinic or a shop that depends on POS and payment terminals has more specific questions to ask. The conclusion is the same: the practice or the shop still needs a managed service, not a call after something has already failed.
IT support for clinics
The EverCare Worry-Free Security Package comes in three tiers (Essential, Plus and Complete), priced per clinic. Service hours are 9am to 9pm on weekdays and 9am to 1pm on Saturday, because clinics run evening and Saturday sessions. We show how each tier maps to MOH's Cybersecurity and Data Security Essentials.
See the clinic plansIT support for retail
EverCare Retail Outlet Support comes in two tiers (Essential and Complete), priced per outlet. The service desk runs 9am to 9pm daily, including public holidays, with infrastructure monitoring of each outlet's network and POS terminals, and maintenance outside trading hours.
See the retail plansIT support: frequently asked questions
Is IT support the same as managed IT?
No. IT support, on its own, usually means the help you get after something breaks: tickets, on-site visits, accounts and the office network. A managed IT service is a retained monthly service that includes that help, and the work between tickets, such as patching, backups with tested restores, starters and leavers, a written security baseline, and ownership of the network.
See managed IT servicesWhen does ad-hoc IT support stop being enough?
It stops being enough when the business depends on IT every day, and the only time anyone looks at the environment is after something has already stopped. If patches, backups, leavers and the network only get attention when there is a ticket, the next failure is being left to chance. Seven signs you have outgrown your current IT support is a useful self-check.
Read: seven signs you have outgrown your IT supportDo you only work remotely?
No. A large share of tickets can be finished remotely, and we start there when it is safe to do so. When the job needs hands on a cable, an access point, a desktop or a meeting-room system, we come on site in Singapore.
How fast do you respond to an IT issue?
We commit to respond to P1 (critical) issues within 1 hour, P2 within 2 hours, P3 within 4 hours and P4 within 8 hours, measured during service hours and backed by service credits if we miss one. A response time is not a resolution time.
Do you support Microsoft 365?
Yes. Mailboxes, sharing, sign-in problems, starters and leavers, and the usual Teams and SharePoint access issues are core helpdesk work for us.
Are you ISO 27001 certified?
Yes. Evernet is ISO 27001 and ISO 9001 certified, and we can share the certificates on request. Our certification does not mean our clients are certified.
What happens outside office hours?
Our helpdesk runs from 9am to 6pm SGT, Monday to Friday, excluding public holidays. A 24/7 emergency line is available. Work outside service hours is charged separately, so you decide when to use it. Our clinic and retail plans have longer service hours, set out on their own pages.
IT support for clinicsIT support for retail
What to do next
If your current support is a person you only call when something has already stopped, that is the point at which to change the model, not to find a faster break-fix vendor. Seven signs you have outgrown your current IT support is a useful self-check.
The next step is a managed IT service. The call is free: on it, we scope the paid IT assessment that a managed service starts with, and we tell you what we would take on, and what we would not.