A conversation your team can follow
Keep questions and follow-up messages together in a dedicated customer space. Bring the relevant people into the conversation instead of asking everyone to piece together separate email chains.
Tranquil IT · Business services
Managed IT support. A team you can talk to.
Get help in a conversation, keep track of your technology and choose the support cover your business needs. Premium’s private Element chat service brings your team and our engineers into the same place, alongside telephone, email and Sentinel.
On this page
Support that stays in the conversation
When something stops working, being able to explain it to someone who understands your business makes a difference. Premium’s private Element chat gives you a continuing place to talk with our team, share context and follow the conversation.
We run our own Matrix/Synapse messaging service. Your chat setup can be tailored around your organisation and the people who need access. We agree the room structure, membership and support arrangements with you during onboarding.
Your own space to talk to our team
Configured around your business
Agree who can join and how your conversations are organised. Our service uses Matrix/Synapse with Element clients; we can discuss the configuration that best suits your team.
Part of your support service
Chat sits alongside telephone, email and the Sentinel client portal. Incidents still need to be logged and prioritised, and chargeable work follows the authorisation terms in your agreement. The agreed support hours apply to chat too; sending a message does not guarantee an immediate response.
Private Element chat is included with Premium support; we agree its setup and scope in your support proposal. Existing customers should use their assigned customer room; the website enquiry chat is a separate route for general enquiries.
Start with an understanding of your systems
We begin by reviewing your systems and agreeing a support schedule: the users, devices, software and services covered, the support level and any additional work. This gives both teams a clear starting point.
Remote support
Both levels include unlimited remote support for covered systems during the agreed support hours. We use remote-support software where appropriate and record work against the incident.
On-site engineering
Where an issue needs a visit, we arrange an appointment according to urgency, engineer availability and your support level. Standard on-site labour is chargeable. Premium includes covered on-site support labour, with a callout charge still applying.
Changes and projects
New projects, installations, hardware, licences and work outside your agreed support schedule may be chargeable. We seek approval for chargeable work; the agreement also describes exceptional urgent work necessary to keep your systems operating.
Support for the technology you use
We work across Windows, macOS and Linux environments. Supported devices and applications are agreed in your support schedule, so you know what is covered.
Microsoft 365 management is included at both support levels. Premium can include support for up to four agreed critical third-party applications; vendor responsibilities, training and application-specific limits must be agreed separately.
A practical approach to continuity
Monitoring with a purpose
Both support levels include device monitoring and Sentinel asset management. Premium adds security-event monitoring, patch management, DNS/content filtering and domain management within the agreed scope.
Recovery planning
Premium includes disaster-recovery support labour within the agreed cover. Standard recovery work is chargeable. Backup-job success/failure monitoring is included only where expressly listed in your support schedule, and does not itself provide disaster-recovery cover. Backup strategy, retention and off-site copies remain your responsibility; third-party data-recovery costs are not included. Agree backup and recovery requirements explicitly.
People behind your infrastructure
Our team provides support alongside Tranquil’s own Cirrus cloud services. We can discuss hosting, backup and connectivity as part of the wider plan for your business.
Sentinel and your knowledge base
Both levels include the Sentinel client area and asset management, helping you keep your covered devices and support information together. Register supported equipment and keep its details up to date.
Both levels include access to the general support wiki. Premium also includes a private dedicated wiki for your organisation. Customer-specific documentation belongs in the private space, separate from public guides.
Compare Standard and Premium support
Choose the level of cover that fits your working day and the systems you rely on. Your written support schedule sets the final scope, charges and any agreed variations.
| Service | Standard | Premium |
|---|---|---|
| Remote support hours | Mon–Fri, 9am–5:30pm | Mon–Fri, 8am–8pm |
| Remote support for covered systems | Included | Included |
| Sentinel client area and asset management | Included | Included |
| Device monitoring and Microsoft 365 management | Included | Included |
| Backup-job monitoring | Only if included in your support schedule | Only if included in your support schedule |
| Private Element chat | Not included | Dedicated customer chat space |
| General support wiki | Included | Included |
| Private dedicated customer wiki | Not included | Included |
| Security-event monitoring | Not included | Included |
| Patch management | Not included | Included |
| DNS/content filtering and domain management | Not included | Included |
| On-site support labour | Chargeable | Included for covered work |
| On-site callout | Charge applies | Reduced callout charge applies |
| Disaster-recovery support labour | Chargeable | Included within agreed cover |
| Critical third-party applications | Scope agreed separately | Up to four agreed applications; vendor limits apply |
| Emergency out-of-hours support | Chargeable by arrangement | One issue per calendar month included; further issues chargeable |
Hours are UK local time and exclude public holidays. Remote support covers the systems in your agreed support schedule. Callouts, travel, hardware, licences and work outside the schedule may cost extra. Out-of-hours support requires arrangement and is not a 24/7 staffing promise.
Find the right support for your teamWhat needs to be agreed separately?
Your support schedule identifies the services you have chosen. The following are not automatically included in general support cover:
- Creating, removing or configuring accounts for starters, movers and leavers.
- Cloud infrastructure such as Microsoft Azure, Amazon Web Services or Google Cloud, beyond Microsoft 365 management.
- Telephony and VoIP systems.
- Printer, photocopier, scanning and fax repairs beyond basic connectivity troubleshooting.
- Backup-job monitoring, unless expressly listed in your support schedule.
We can discuss including these services in your schedule or quoting for separate work. Application training and vendor-specific faults have separate limits even where third-party application support is agreed.
Support bundles that fit your team
Power User bundle
Cover one user with up to four devices: two laptops or desktops, one tablet and one mobile phone. Agree eligible equipment and your support level before activation.
Retail bundle
A site-based bundle for two till/EPOS systems, one laptop or desktop, one CCTV system with an NVR and up to eight cameras, a router, a wireless access point and a VoIP phone. Devices must meet Tranquil’s hardware compatibility requirements.
Individual devices
We can also scope cover around individual devices, from laptops and network equipment to servers, storage and phone systems. This helps build a support schedule around the equipment you actually use.
Ask for a current monthly quotation. We confirm eligibility, VAT, callout costs and any work outside the support schedule before you commit.
Sentinel holds our published prices. If the price list is unavailable or your requirements are not listed, please ask our team for a tailored quote.
Local people, connected support
Our workshop is in Stansted Mountfitchet, serving businesses across Hertfordshire and Essex. Remote support keeps us connected to your team; on-site work is arranged around the issue, location and engineer availability.
What is included in a Tranquil IT support contract?
Both Standard and Premium include unlimited remote support for covered systems during their support hours, Sentinel asset management, device monitoring, Microsoft 365 management and general wiki access. Premium adds extended hours and the additional services shown in the comparison. The support schedule identifies the users, devices and services covered.
How quickly will you respond?
We use internal response and resolution targets to prioritise incidents. The initial-response target is one working hour; best-effort resolution targets are one working day for high-priority incidents and two working days for medium and low priorities. These are not contractual response or resolution guarantees and do not carry service credits. Supplier delays, connectivity, replacement hardware and the nature of the issue can affect resolution.
Do you offer emergency on-site support?
When remote work cannot resolve an issue, we arrange the soonest suitable on-site appointment, prioritised by urgency and support level. Routine on-site hours are Monday to Friday, 9am–5pm excluding public holidays. Out-of-hours on-site work needs special arrangement.
Standard remote support runs from 9am–5:30pm and Premium remote support from 8am–8pm, Monday to Friday excluding public holidays, UK local time. Our office and routine on-site hours finish at 5pm. Out-of-hours cover is by prior agreement; unresolved work does not automatically continue beyond your covered hours. Any seasonal changes will be published in advance.
Are your IT support costs fixed?
Your agreed monthly support covers the users or devices and services in your support schedule. On-site callouts, excluded work, additional projects, hardware and licences can still be chargeable. Premium includes one emergency out-of-hours support issue per calendar month; additional incidents are chargeable and out-of-hours cover needs to be arranged.
How does dedicated support chat work?
With Premium support, we configure a private Element chat space on our Matrix/Synapse service and agree access for your team. You can continue conversations with our support team alongside phone, email and the client portal. Chat does not replace incident priorities or agreed support hours. We agree room membership and the setup during onboarding.