Technical Support

Your Always-On Support Partner

The Cisilion Managed Services Service Centre operates 24/7×365, delivering best-in-class support across the core practices of Incident, Problem, Change and Event Management.

Our mission is simple: to keep your business running smoothly with proactive, efficient and effective managed services you can trust.

Supporting clients is at the heart of what we do. Our team combines deep technical expertise with a passion for service excellence, ensuring that every interaction adds value and strengthens your confidence in us as your long-term partner.

What Makes Our Service Centre Different?

When you choose Cisilion, you’re choosing more than a help desk. Our Service Centre is designed to be an extension of your team, combining advanced technology, proven processes and highly skilled engineers to deliver a service that goes beyond traditional support. Here’s what sets us apart:

Proactive Problem Detection

We don’t just react to issues – we anticipate and prevent them.

Enhanced Observability

Leveraging advanced tools like ScienceLogic and Utelogy, we provide actionable insights and context around every event.

Continuous Improvement

Our mindset is forward-looking, focused on optimising your environment and delivering measurable outcomes.

Multi-Vendor Expertise

Our engineers hold certifications across leading vendors, ensuring comprehensive support for your technology stack.

Our Core Services

Your IT environment is complex, and keeping it running smoothly requires more than reactive fixes. Our core services are designed to provide stability, resilience and proactive management, ensuring your business stays ahead of disruption:

Incident Management

Rapid response and resolution to minimise downtime.

Problem Management

Root cause analysis to prevent recurring issues.

Change Management

Structured processes to ensure safe, controlled changes.

Event Management

Intelligent monitoring and correlation for proactive action.

Service Tiers

Every organisation has different needs, so we’ve designed flexible service tiers to match your requirements and budget. Whether you need full-service management or ad-hoc support, we have an option that fits:

Manage (Gold): Full-service management including Incident, Change, Problem, Event and Vulnerability Management, plus patching.
Monitor (Silver): Core management services without patching and select advanced features.
React (Bronze): Flexible, ad-hoc support for non-SLA impacting issues.
Observability: Advanced event correlation and insight-driven actions using ScienceLogic and Utelogy.

Expertise You Can Trust

Our team brings together a wealth of experience and certifications across multiple technologies and vendors. This breadth of knowledge ensures that we can support your environment end-to-end, no matter how complex. Here’s a snapshot of our expertise: