Store · Managed Service Plans
Your IT team handles the routine. The heavy bill shows up in the rare problem no one in-house can crack, with the clock running and no deep backline.
Every company with IT lives this: the internal team takes good care of the day-to-day, until the case that is beyond its reach shows up, a server that will not come back, a critical service that freezes, a problem that returns every week. With no deep specialist behind it, no guaranteed start to attendance and over an environment no one keeps healthy proactively, the company is left waiting, and every hour charges dearly.
The Co-Managed Essential Plan is your team's deep backline: the most advanced specialist, the deep engineering, steps in for what your team escalates, with a guaranteed start within 8 business hours and unlimited attendance hours.
Unlimited attendance hours only hold up over an environment kept healthy. That is why the plan stands on the proactive operation and protection of your environment, which reduce incidents at the source and take attendance out of chasing the same problem.
It is the entry point of the service plans, designed for those who already have an IT team, with first-line user support and engineering, and want, behind it, a deep backline and a predictable IT cost.
It is not outsourcing your IT or taking control away from your team. It is giving it the deep backline it was missing, with a guaranteed start and unlimited hours, over an environment Zamak keeps healthy. Your team stays in command; Zamak stays behind it, for the big case and the bad hour.
Where the bad hour shows up
The problem is almost never your team. It is the hour when it runs out of reach and there is no backline behind it.
See the moments when a good internal team stalls, not for lack of people, but for lack of a deep backline with a guaranteed start, over an environment kept healthy.
The problem no one in-house can crack, with the clock running.
The internal team is good day-to-day, but the deep case arrives: a server that will not come back up, a critical service that stops, a fault it cannot unblock on its own. With no more advanced specialist behind it and no guaranteed deadline for attendance to start, the company is left waiting, and every hour of waiting charges in productivity, in sales and in customer patience.
The recurrence that drains your team's day.
The same problem returns every week because the root was never addressed. The team puts out the fire, moves to the next and the previous one reappears. The day is spent on recurrence, and what moves the company, modernizing, planning, improving, stays still. Without an environment kept healthy proactively, attendance becomes chasing the same ticket.
The person who knows everything goes on holiday, and IT is left with no net.
Many internal teams are one or two people. When the one who knows the environment is on holiday, sick, or it is the weekend and something critical stops, there is no one to call and no way to escalate to deeper expertise. The company is left dependent on a single person, and the risk lives precisely in that absence.
The IT cost no one can predict.
With each incident, a new bill: one-off hours, an emergency call, an expensive last-minute vendor. The month closes with no forecast, and the IT budget becomes one surprise after another. What should be a stable line on the spreadsheet becomes a scare that depends on the size of that day's problem.
Calling only when it breaks, and paying more at the worst moment.
In the old model of only calling when something stops, the break-fix call, the worse the problem, the bigger the bill. The incentive is wrong: the provider gains from your pain, and the company pays more at the moment it is most vulnerable. No one is preventing, only charging to put out the fire.
None of these moments is your team's failure. They all come from the same gap: a deep backline with a guaranteed start, over an environment kept healthy, for a predictable monthly fee. That is exactly what the Co-Managed Essential Plan places behind your team, with Zamak alongside.
What the plan is
It is not outsourcing IT. It is the deep backline behind your team, with a guaranteed start.
The Co-Managed Essential Plan is the entry point of the service plans. It gives your company the deep specialist's backline, the most advanced engineering level, for when your team runs out of reach, with unlimited attendance hours and a guaranteed start within 8 business hours. It is co-managed: your team stays in command of the day-to-day, and Zamak steps in behind it, for the big case, keeping the environment healthy proactively so the unlimited attendance holds up.
The deep specialist behind your team
When your team runs out of reach, the deep engineering steps in, the most advanced level of attendance, to unblock the big case. Your team handles first-line user support and the day-to-day engineering; Zamak is the specialist backline for what gets escalated. It is the safety net a lean team rarely has on its own.
Unlimited attendance hours, with a guaranteed start
Attendance is unlimited in hours: within the contracted scope, you do not count minutes or fear the next bill when the problem shows up. And it has a guaranteed start by SLA, the deadline for attendance to begin, within 8 business hours. The one-off-hours bill and the emergency-call scare are over: the cost becomes a predictable line, and the response has a 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.
This is the ATTENDANCE plan: the deep specialist's backline plus the guaranteed start. It stands on the managed services that keep your environment healthy, and it is different from co-managed platform access, where your own team operates the console. Here, the focus is who steps in when the problem is big and the clock is running, alongside your team, never in its place.
What is included
The backline your team gains, and the foundation that sustains it
On one side, the attendance the plan delivers: the deep specialist, the guaranteed start and the unlimited hours. 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 delivers
The deep specialist's backline, with a guaranteed start and unlimited hours.
- The deep specialist's backline, the most advanced engineering level, for what your team escalates
- Unlimited attendance hours, without counting minutes, within the contracted scope
- A guaranteed start to attendance by SLA, the deadline to begin attending, within 8 business hours
- Professional ticket management, multichannel, with follow-up and managerial reports with managers
- Backline and guidance to your IT team, with a knowledge base for self-service
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 deep specialist steps in for what your team escalates, 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 Essential 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 team covers first-line and engineering; Zamak delivers the deep specialist, the backline for what your team escalates.
Start of attendance (SLA) within 8 business hours
SLA is the committed deadline for attendance to begin, counted in business hours. In this plan, the start is guaranteed within 8 business hours from when the ticket is opened. It is the deadline to start, not to resolve, which varies with the complexity of the case, and it is the clock that takes attendance out of the indefinite queue of the old model. In the higher plans, that start is even faster.
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.
Professional ticket management
Each request enters through a multichannel ticketing system, with follow-up from start to finish and a recorded history. Managers receive managerial reports with what came in, what was resolved and where the bottlenecks are, so IT stops being a black box. It is attendance with method and a trail, not a hallway favor.
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 Essential Plan is the entry point. It assumes your company already has an IT team, with first-line user support and engineering, and Zamak steps in as the deep backline, in remote attendance, during business hours. On-site attendance, strategic consulting and projects belong to the Dedicated plan. Those with no internal team, or who prefer to delegate the entire operation, find the right path in the conversation. The promise is honest: the deep backline and the clock on your side, for your team to operate with a net.
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 deep specialist is during business hours, with a guaranteed start within 8 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 · This plan
The deep specialist, the most advanced engineering, for what your team escalates
Co-Managed Advanced
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 · This plan
Within 8 business hours
Co-Managed Advanced
Within 5 business hours
Dedicated IT Care
Within 2 business hours, with priority
Attendance in hours
Co-Managed Essential · This plan
Unlimited, without counting minutes
Co-Managed Advanced
Unlimited, without counting minutes
Dedicated IT Care
Unlimited, without counting minutes
Over a proactively managed environment
Co-Managed Essential · This plan
Plan requirement: proactive operation and protection of the environment
Co-Managed Advanced
Plan requirement
Dedicated IT Care
Plan requirement
Strategic consulting, on-site and projects
Co-Managed Essential · This plan
Backline and guidance to your team
Co-Managed Advanced
Backline and guidance to your team
Dedicated IT Care
Included: strategic consulting, on-site attendance and projects
Who it is for
Co-Managed Essential · This plan
You already have an IT team, with first-line and engineering
Co-Managed Advanced
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 bad hour of your team, a backline with a guaranteed start
A deep problem no one in-house can crack shows up, and the clock runs
Prolonged stoppage, your team stuck and the company left waiting
How the Essential Plan responds
The deep specialist steps in with a guaranteed start within 8 business hours and unlimited hours, with no new bill
The same problem returns every week because the root was never addressed
The team's day drains on recurrence, and what moves the company stays still
How the Essential Plan responds
The environment is kept healthy proactively, causes are addressed and recurrence drops
The person who holds the knowledge goes on holiday, gets sick or leaves
The company is left with no net and dependent on a single memory
How the Essential Plan responds
Zamak is the documented deep backline, and the operation does not depend on one person
Closing the month without knowing how much attendance will cost
Unpredictable IT cost, each incident a surprise on the spreadsheet
How the Essential Plan responds
A predictable monthly fee with unlimited attendance hours: the cost of the unexpected becomes a fixed line
The attendance, the guaranteed start and the managed foundation are Zamak's; the command of the day-to-day stays with your team.
For every decision maker
What this plan means for whoever decides
Placing the deep backline behind your team, with a guaranteed start and a predictable cost, solves a different pain for each role.
Owner and founder
Predictable IT cost and the end of being hostage to one person
You swap the emergency-call scare for a predictable monthly fee, with unlimited attendance hours, and take the company out of depending on a single person who knows everything. Your team, better supported, tends to stay: good people remain where there is a backline for the hard case. It is reducing risk and the unexpected without building an entire operation from scratch.
Executives and management
Attendance guaranteed by SLA and a predictable line on the spreadsheet
Attendance gains a clock: a guaranteed start within 8 business hours, with managerial reports that show what came in and what was resolved. The cost stops swinging with the size of that day's problem and becomes a stable line. Your team stops spending the day on recurrence and frees up for what moves the company, with the deep backline a ticket away.
Internal IT leader
The deep backline you were missing, and the control stays yours
You finally have someone to escalate the case beyond your reach to, with a deeper specialist and a guaranteed start, without depending on you alone and your memory. You gain what a lean team lacks most: a net for the peaks, the holidays and the weekend. And you stay the owner of the operation, with the knowledge of your environment. Zamak steps in behind you, never in your place.
IT partner
Offer deep attendance without building your own backline
Offer your clients a deep backline with a guaranteed start and unlimited hours, over an environment kept healthy, without building and running your own team of deep specialists. Zamak stays behind the scenes as the specialist for what gets escalated; the relationship with the client stays yours.
Why Zamak
The deep backline of people who operate and protect IT every day, alongside your team
Zamak Technologies does not step into your team's place: it steps in behind it, as 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 as your team's backline, with a guaranteed 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 backline and your point of contact, alongside your team, never in its 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 Managed operation of your environment · Co-managed platform access
Let us talk
Give your team the deep backline it was missing
Your team handles the routine; what is missing is who steps into the big problem, with a guaranteed start and unlimited hours, over an environment kept healthy. Talk to Zamak and put the deep specialist behind your team, 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 |