Store · Managed Service Plans
When your IT is one person, the whole day turns into a ticket queue, and what moves the company is left for later.
Many growing companies reach this point: one technician holds the entire IT, and the day is spent putting out small fires, creating a user, granting access, installing a program, setting up a new machine. User support never ends, the engineering that would improve the environment never begins, and all it takes is for that person to be away for the company to stop. It is not a lack of skill. It is the lack of a second pair of hands with the depth of real engineering, alongside, every day.
The Co-Managed Advanced Plan places engineering shoulder to shoulder with your technician in the day-to-day, not only when the case escalates, and adds the deep specialist behind.
The start of attendance gets even faster: guaranteed within 5 business hours, with unlimited attendance hours and a predictable IT cost.
It includes everything in the Essential plan and adds the day-to-day engineering, over an environment Zamak keeps healthy proactively, which is what makes the unlimited sustainable.
It is not taking your technician out of command or outsourcing your IT. It is giving them the engineering they were missing, in the day-to-day and in the big case, with a faster clock on your side. Your technician stays the owner of the operation; Zamak steps in alongside, for the day's volume and the hard hour.
Where the lone technician stalls
The problem is almost never your technician. It is the cost of being the only one for everything, with no engineering alongside.
See the moments when a single good technician stalls, not for lack of capability, but for lack of a second pair of hands with engineering depth, every day, over an environment kept healthy.
One person is the entire IT, and the day is already full before it begins.
Your technician takes the ticket, configures, resolves and still answers the user, all alone. When the case that needs deep engineering shows up, there is no one to hand it to, and the rest of the queue waits. Being the only one is not just a risk: it is a capacity that runs out early every day, and the company grows faster than one person can keep up with.
The flood of small requests that swallows the whole day.
Creating and deactivating users, adjusting an email or Microsoft 365 account, releasing a license, quoting and setting up a new machine. Each request is quick, but together they do not fit in one person. The technician spends the day working the queue and never reaches the engineering work that would shrink that same queue. It is motion without progress.
Everything goes through one person, and that person becomes the bottleneck.
When a single person decides, configures and resolves everything, they become the point the whole company waits on. A simple request stops when they are on another emergency; a project stalls because there is no time between tickets. And when they are away, sick, on holiday, on the weekend, IT is left with no one. The bottleneck is not their failure: it is the structure of a single person.
What would improve IT is always left for later.
Standardizing the machines, organizing access, documenting the environment, planning the next equipment refresh. It is the engineering work that would reduce tickets the following month, and it is exactly what never gets its turn, because the day ends in the queue. The environment keeps piling up technical debt, and each month gets a little harder than the last.
A technician with no reinforcement burns out, and the knowledge leaves with them.
Carrying the entire IT alone, with no net, no peaceful holidays and no one to think the problem through with, is exhausting. Much of what keeps the company standing is only in that person's head, and when they leave, the knowledge goes with them. Retaining the person who holds your IT means giving them real reinforcement, not one more ticket to answer.
None of these moments is your technician's failure. They all come from the same gap: engineering shoulder to shoulder in the day-to-day, a deep specialist behind and a faster guaranteed start, over an environment kept healthy, for a predictable monthly fee. That is exactly what the Co-Managed Advanced Plan places alongside your team, with Zamak together.
What the plan is
It is not outsourcing IT. It is engineering alongside your technician, in the day-to-day and in the big case.
The Co-Managed Advanced Plan is the second step of the service plans. It includes everything in the Essential plan, the deep specialist's backline, and adds engineering shoulder to shoulder in the day-to-day: the team that steps in before escalating, resolving the medium-complexity case and the routine volume. The guaranteed start gets faster, within 5 business hours, and attendance is unlimited in hours. It is co-managed: your technician stays in command, and Zamak steps in alongside, keeping the environment healthy proactively so the unlimited attendance holds up.
Engineering shoulder to shoulder in the day-to-day
The difference from the entry plan is here: the engineering does not wait for the case to escalate, it steps into the day-to-day, alongside your technician. User and email accounts, licenses, software configuration, backup follow-up, the routine volume gains a second pair of hands with engineering depth. Your technician stops being the only one for everything and gains time for what really matters.
A faster guaranteed start, and unlimited hours
The start of attendance, guaranteed by SLA, the deadline to begin, is faster in this plan: within 5 business hours, against the 8 of the Essential. And attendance is unlimited in hours: within the contracted scope, you do not count minutes or fear the next bill when the problem shows up. The deep specialist stays behind, for the big case. The cost becomes a predictable line, and the response has a shorter clock on your side.
Over an environment Zamak keeps healthy
Unlimited attendance is only sustainable when incidents are few. That is why the plan stands on an environment operated and protected proactively: the managed operation that monitors, updates and automates, and the protection that watches over security. This foundation addresses causes before they become a ticket, and it is what makes unlimited viable. The plan requires this foundation, and that is said plainly: it is what keeps attendance standing while the engineering works alongside your technician.
This is the second step of the service plans: it includes everything in the Essential and adds the engineering in the day-to-day, with a faster start. It is still different from co-managed platform access, where your own team operates the console: here, Zamak's engineering steps into the routine together, alongside your technician, never in their place.
What is included
Everything in the Essential, plus the day-to-day engineering, and the foundation that sustains it
On one side, the attendance this plan adds to the Essential: engineering shoulder to shoulder in the day-to-day and a faster guaranteed start, on top of the deep specialist and the unlimited hours that already come from the previous step. On the other, the foundation that makes that attendance sustainable: the environment operated and protected proactively, which the plan requires. The two parts go together, for a predictable monthly fee.
The attendance the plan adds
Engineering shoulder to shoulder in the day-to-day and a faster start, on top of everything the Essential already delivers.
- The engineering steps into the day-to-day, alongside your technician, before escalating to the deep specialist
- Attendance to the routine volume: user and email accounts on Microsoft 365 and Google Workspace, creating and deactivating access
- Support in acquiring software licenses, quoting new equipment and installing and configuring market software
- Backup follow-up and a faster guaranteed start to attendance, within 5 business hours
- Everything the Essential plan already delivers: the deep specialist, unlimited hours, professional ticket management and backline to your team
The foundation the plan requires, and why
The proactively managed environment that makes unlimited attendance sustainable.
- The plan requires your environment to be under proactive operation and protection, the managed IT foundation
- It is this foundation that keeps incidents low and, for that reason, makes unlimited attendance hours viable
- Over it, the engineering and the deep specialist step in for what your team needs, with no charge per hour
- A predictable monthly fee, sized by device type: servers, workstations, firewalls, Microsoft 365 and other network devices
- A single point of contact at Zamak and managerial reports, alongside your team
Inside the plan
How the Co-Managed Advanced Plan works, on the inside
For those who want the detail: this is how the attendance is structured, measured and sustained.
Levels of attendance, without jargon
Attendance is organized in levels: first-line user support (who takes and logs the ticket), engineering (which configures and resolves the medium-complexity case) and the deep specialist (the most advanced level, for the big case). In this plan, your technician covers first-line, and Zamak delivers the engineering and the deep specialist, shoulder to shoulder in the day-to-day and in the hard hour.
Start of attendance (SLA) within 5 business hours
SLA is the committed deadline for attendance to begin, counted in business hours. In this plan, the start is guaranteed within 5 business hours from when the ticket is opened, faster than the 8 hours of the entry plan. It is the deadline to start, not to resolve, which varies with the complexity of the case. In the Dedicated plan, that start is even faster, within 2 business hours and with priority.
Unlimited attendance hours, by scope
Within the contracted scope, attendance has no ceiling of hours: you do not count minutes or get a new bill with each ticket. The scope is sized by device type, and the unlimited applies to attendance, not to migration projects or deep work, which are scoped apart. What separates one from the other is defined clearly in the proposal, so there is no grey area between what is included and what is a project.
The day-to-day engineering, in detail
It is what this plan adds to the entry step. The engineering acts in the routine alongside your technician: creating and deactivating users, email accounts on Microsoft 365 and Google Workspace, acquiring and adjusting licenses, quoting new equipment, installing and configuring market software and backup follow-up. It is the volume that overloads a single person, now shared with real engineering.
Over a proactively managed foundation
The plan stands on the managed operation of the environment, which monitors health, applies updates, automates routines and keeps the inventory, and on the protection that watches over security. This foundation works around the clock so that incidents are few. It is the condition that makes unlimited attendance hours viable, and that is why it is a requirement of the plan, contracted as the managed services that sustain the environment.
Honest scope
It is important to be clear: the Advanced Plan assumes your company has at least one technician doing first-line user support, and Zamak steps in as the engineering and the deep specialist, in remote attendance, during business hours. On-site attendance, strategic consulting and migration projects belong to the Dedicated plan. Those with no internal technician, or who prefer to delegate the entire operation, find the right path in the conversation. The promise is honest: the engineering alongside your technician and a faster clock on your side.
Attendance is conducted on infrastructure certified to SOC 2 and ISO 27001, compliant with HIPAA and PCI-DSS, and every ticket stays recorded, with a trail and a managerial report.
The environment's monitoring and automation run around the clock, every day; the human attendance of the engineering and the deep specialist is during business hours, with a guaranteed start within 5 business hours.
Take this documentation to present to decision-makers.
The three plans, side by side
Co-Managed Essential, Advanced or Dedicated IT Care
The plans form a cumulative ladder: each one includes the previous and adds more. All three have unlimited attendance hours and require the proactively managed environment; what changes is the depth of attendance and the speed of the guaranteed start. This is not a comparison against a vendor, but among Zamak's three plans. The highlighted column is this plan.
Who attends behind your team
Co-Managed Essential
The deep specialist, the most advanced engineering, for what your team escalates
Co-Managed Advanced · This plan
Adds the day-to-day engineering, which steps in before escalating to the deep specialist
Dedicated IT Care
Adds first-line user support and on-site attendance
Guaranteed start of attendance (SLA)
Co-Managed Essential
Within 8 business hours
Co-Managed Advanced · This plan
Within 5 business hours
Dedicated IT Care
Within 2 business hours, with priority
Attendance in hours
Co-Managed Essential
Unlimited, without counting minutes
Co-Managed Advanced · This plan
Unlimited, without counting minutes
Dedicated IT Care
Unlimited, without counting minutes
Over a proactively managed environment
Co-Managed Essential
Plan requirement: proactive operation and protection of the environment
Co-Managed Advanced · This plan
Plan requirement
Dedicated IT Care
Plan requirement
Strategic consulting, on-site and projects
Co-Managed Essential
Backline and guidance to your team
Co-Managed Advanced · This plan
Backline and guidance to your team
Dedicated IT Care
Included: strategic consulting, on-site attendance and projects
Who it is for
Co-Managed Essential
You already have an IT team, with first-line and engineering
Co-Managed Advanced · This plan
You have a technician organizing IT and need more day-to-day support
Dedicated IT Care
You want priority and consulting, even already having a team
The three plans are cumulative and require the proactively managed environment; the choice is by how much of the attendance your company already covers internally and by how fast you need the guaranteed start. All are Zamak's, sized by device type.
Risk, impact and response
For every overload of your technician, the engineering alongside and a faster clock
One person is the entire IT, and the day's queue no longer fits them
User support stalls, and what moves the company never gets its turn
How the Advanced Plan responds
The engineering steps in shoulder to shoulder in the day-to-day and shares the volume, with unlimited hours and no new bill
A deep case shows up, and the company needs a fast response
Waiting hours on end for an attendance start with no deadline
How the Advanced Plan responds
A guaranteed start within 5 business hours, with the deep specialist behind your technician
Everything depends on one person, who becomes the bottleneck and the single point of failure
When they are away, IT stops; the knowledge lives only in their head
How the Advanced Plan responds
Zamak is the documented engineering alongside, and the operation stops depending on one person
What would improve IT is always left for later, and the environment piles up debt
The same problems return, and each month gets harder than the last
How the Advanced Plan responds
With the engineering alongside and the environment kept healthy proactively, there is time to standardize and improve
The engineering, the guaranteed start and the managed foundation are Zamak's; the command of the day-to-day stays with your technician.
For every decision maker
What this plan means for whoever decides
Placing the engineering alongside your technician, with a faster start and a predictable cost, solves a different pain for each role.
Owner and founder
The end of the company held hostage by one person, for a predictable cost
Your company grew faster than your technician can keep up with alone, and that is a risk: if they get sick, leave or burn out, IT stops. You swap that dependency for engineering alongside them, with a predictable cost and unlimited attendance hours, and you also help retain the person who holds your IT, because good people stay where there is reinforcement. It is reducing risk and unlocking growth without building an entire team from scratch.
Executives and management
More IT capacity without more headcount, and a faster SLA
You expand the attendance capacity without opening a role: Zamak's engineering steps into the day-to-day alongside your technician, with a guaranteed start within 5 business hours and managerial reports that show what came in and what was resolved. The cost becomes a predictable line, and your technician stops being the bottleneck and starts driving what moves the company, with the engineering and the deep specialist a ticket away.
Internal IT technician and leader
The reinforcement you were missing, and the control stays yours
You finally have someone to share the day with: the engineering at your side for the routine volume and the deep specialist for the big case, without depending on you alone and your memory. You gain what those who hold everything alone lack most: time for the work that shrinks the queue, a net for the peaks, the holidays and the weekend, and a faster clock. And you stay the owner of the operation, with the knowledge of your environment. Zamak steps in alongside, never in your place.
IT partner
Offer day-to-day engineering without building your own team
Offer your clients day-to-day engineering plus the deep specialist, with a faster guaranteed start and unlimited hours, over an environment kept healthy, without building and running your own engineering team. Zamak stays behind the scenes as the technical reinforcement; the relationship with the client stays yours.
Why Zamak
The engineering of people who operate and protect IT every day, alongside your technician
Zamak Technologies does not step into your technician's place: it steps in alongside them, as the engineering for the day-to-day and the deep specialist for the big case, over an environment it keeps healthy proactively. It is the same engineering and the same experience that sustain the IT operation of many companies, now sharing the day with your team, with a faster start and unlimited hours, for a predictable monthly fee.
It is years of experience caring for companies' IT, with specialists who serve in Portuguese, English and Spanish. It is your engineering and your point of contact, alongside your technician, never in their place.
Microsoft Solutions Partner · Addee (N-able) Elite Group · Great Place to Work
Attendance conducted on infrastructure certified to SOC 2 and ISO 27001, compliant with HIPAA and PCI-DSS.
Frequently asked questions
What companies ask before signing up
See also Co-Managed Essential Plan · Managed operation of your environment · Co-managed platform access
Let us talk
Give your technician the engineering they were missing, alongside them
Your technician holds IT, but no single person can handle everything the company needs. Put the engineering shoulder to shoulder in the day-to-day, with the deep specialist behind and a guaranteed start within 5 business hours, over an environment kept healthy. Talk to Zamak for a predictable monthly fee, sized for your environment.
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Specifications
| Device type | Servers (physical and virtual), Workstations, Firewalls, Microsoft 365, Other network devices |