Managed IT Services - IT that just works24/7 monitoring, security & helpdesk
Proactive support, predictable costs, and POPIA-aware security - so your team can focus on the business.
When IT keeps breaking, everything slows down
If you deliver products or services in South Africa, your IT must be reliable, secure, compliant, and budgetable. Without the right partner, teams get stuck in firefighting, costs spike, and risks pile up.
Reactive IT and unpredictable costs
Unplanned outages drain time and budget. Break/fix bills arrive at the worst moment. MTTR climbs, users get frustrated, and projects stall.
- Extended downtime and productivity loss from recurring incidents
- No single point of accountability across multiple vendors
- Hidden cloud spend and unused licences
- Poor helpdesk experience and slow responses
Security gaps and compliance exposure
Inconsistent patching, unmanaged endpoints, and weak identity controls create attack paths. Meanwhile, POPIA duties stay unclear, which increases regulatory risk.
- Gaps in EDR, SIEM, and 24/7 coverage
- Shadow IT and uncontrolled SaaS growth
- Unverified backups and no tested recovery runbooks
- POPIA and GDPR obligations without a clear plan
The MSP model: predictable, proactive, and measurable
A modern MSP converts unpredictable break/fix spend into a clear, outcome-driven subscription. You gain uptime, stronger security, and budget clarity - all mapped to business goals. Simply put, MANAGED IT SERVICES move you from reaction to prevention.
Outcome-first operations
- 24/7 monitoring and automated remediation to cut downtime
- SLA-backed helpdesk with measurable response and resolution times
Lower risk, greater visibility
- EDR plus SOC eyes-on-glass for faster detection and containment
- POPIA-aware processes, tested backups, and clear recovery objectives
Core Features
Full-spectrum services for SMEs and enterprises across South Africa. We combine proactive monitoring, managed security, cloud governance, and a responsive helpdesk. Everything is aligned to your roadmap.
Monitoring, Helpdesk, and Security
- Proactive RMM on endpoints, servers, network devices, and cloud workloads
- 24/7 NOC for alert triage, escalation, and incident coordination
- SLA-backed helpdesk Tier 1-3 - remote support and onsite break/fix
- Managed Security: EDR, SIEM/SOC as a service, detection and response
- Vulnerability scanning, risk-based patching, and remediation reports
Cloud, Backup, and Network
- Backup and DR: automated backups, replication, tests, and clear runbooks
- Cloud management: Microsoft 365, Azure, AWS, and GCP cost and security optimisation
- Network and connectivity: managed firewalls, SD-WAN, SASE, VLANs, and Wi-Fi
- Identity and access: Azure AD, SSO, MFA, privileged access, least privilege
- Endpoint lifecycle: procurement, imaging, staging, warranty, and spare-pool
Additional Capabilities
We go beyond the basics with strategy, governance, and projects that line up with business outcomes. Expect practical guidance and hands-on execution.
Strategy, Compliance, and Governance
- POPIA readiness, data mapping, Information Officer support, and breach workflows
- IT strategy and roadmapping for budgets, migrations, and lifecycle planning
- Vendor and licence management - renewals, audits, and single escalation point
- Managed back-office services: printers, POS/EPOS, and industry systems
Projects, Telephony, and Edge
- Onsite projects: cabling, hardware refresh, workstations, and network upgrades
- Advisory and managed projects: migrations, virtualisation, containers, and DevOps
- Managed Telephony and UCaaS: VoIP, Teams Voice, and contact centre integrations
- IoT and edge: telemetry, device management, and industrial connectivity
Perfect for: SMEs and enterprises operating in South Africa that need predictable, secure IT.
Pricing models and what to expect
- Per-user: a flat monthly fee that covers typical user devices
- Per-device: price per server, desktop, laptop, or network device
- Tiered packages: Basic, Business, and Premium coverage
- All-inclusive: single OPEX fee for the agreed scope
- A la carte and monitoring-only for transitional needs
- Value-based pricing with uptime or business metric commitments
Illustrative cost bands for budgeting
- Small business (10-25 users): R6,000 - R22,000 per month
- Mid-market (26-150 users): R25,000 - R150,000 per month
- Enterprise (150+ users): R150,000+ per month
Tip: Download the IT Cost vs Risk calculator to compare break/fix, downtime, and subscription options.
SLA snapshot
- Business hours response: 30 min (P1), 2 hours (P2), 8 hours (P3)
- 24/7 critical incident response: acknowledge in 15-60 minutes, P1 target 4 hours
- Onsite: 4-8 business hours in Gauteng metros, next business day elsewhere
- Resolution targets: P1 4 hours, P2 24 hours, P3 5 business days
Our Process
Onboarding is structured, fast, and transparent. We align scope, deploy tooling, close gaps, and activate support with clear milestones.
Step 1: Discovery and assessment
- Asset inventory, network map, and licensing audit
- Risk and compliance review, including POPIA readiness
Step 2: Harden and activate
- Deploy RMM, ticketing, EDR, and backup tooling
- Baseline hardening: patching, MFA rollout, firewall rules, and backup config
Step 3: Handover and go-live
- SLA activation with agreed escalation paths
- User comms and support access guide
Step 4: Monthly reporting and QBRs
- Health reports, KPIs, roadmaps, and budget planning
- Quarterly tabletop exercises for incident and DR readiness
What Our Clients Say
Real outcomes, not buzzwords. A quick story: a Johannesburg SME saw 60 percent fewer priority incidents within three months. Users noticed one thing - fewer disruptions.
"The helpdesk is quick, and the 24/7 monitoring caught issues before staff did. Budgeting is finally calm."
— IT Manager, Professional Services
"POPIA was a worry. With data mapping and tested backups, audits got easier and nights got quieter."
— Operations Director, Retail & Hospitality
Frequently Asked Questions
Short answers you can share in procurement packs or board updates.
What are managed IT services, and what does Bad Robot actually do?
Managed IT Services from Bad Robot means we run your IT, end to end. We proactively monitor, maintain, and secure your systems 24/7. Instead of waiting for failures, we prevent them. Services include network monitoring, cloud management, cybersecurity, helpdesk, backups, and disaster recovery. All come in one predictable monthly service. Think of us as your always-on pit crew. When a warning light blinks, we fix it before it stalls your day.
What are the benefits of using Bad Robot's managed IT services?
Here is what you gain with Bad Robot's managed IT services:
- Lower costs than break-fix IT.
- Less downtime through proactive monitoring and maintenance.
- Stronger security with enterprise-grade protection against cyber threats.
- Business continuity with reliable backups and recovery plans.
- Peace of mind while you grow your business.
How much do managed IT services cost?
Bad Robot uses a transparent, subscription pricing model. Choose per user, per device, or a tailored plan. Your IT costs stay predictable each month, with no surprise call-out fees. We send a clear proposal upfront, so you know what is included.
Do you offer Service Level Agreements (SLAs)?
Yes. Every managed services contract includes a formal SLA. It defines response times, resolution targets, and uptime commitments. Our monitoring alerts us before issues impact your business. And our support team responds within agreed timeframes.
How do you ensure data security and compliance?
Security sits at the core of our service. We deploy multi-layered protection with firewalls, endpoint security, patch management, encryption, and 24/7 threat monitoring. We also assist with POPIA in South Africa, GDPR, and other relevant standards. Plus, we run regular security audits, employee training, and backup verification.
What is the onboarding and transition process?
Our onboarding process is structured and non-disruptive. We keep your team working while we set things up.
- Assessment - we review your current IT environment.
- Planning - we design a managed services roadmap.
- Implementation - we migrate systems, apply monitoring, and secure endpoints.
- Support - full handover with proactive monitoring in place.
Most businesses complete onboarding in 2 to 4 weeks, with minimal downtime.
What kind of support do you offer?
Bad Robot provides 24/7 remote monitoring and helpdesk support. Most issues are solved remotely. However, our engineers can visit on-site anywhere in Gauteng when needed. Whether it is a password reset or a server outage, you have one point of contact.
Can I outsource only part of my IT to Bad Robot?
Yes. Many clients choose co-managed IT services alongside their internal IT team. You can outsource specific functions like cybersecurity, backups, or cloud management. Or let us handle everything. Our services are modular and flexible to your needs.
Does Bad Robot have experience with businesses like mine?
We support SMEs and enterprise clients across many industries, including finance, insurance, retail, hospitality, and manufacturing. We understand local business realities like BEE and POPIA compliance. We also follow global technology standards. So we tailor solutions for companies of any size.
How is performance measured and reported?
We provide monthly IT health reports covering uptime, system performance, incident resolution, and security status. You can see how we protect and optimise your business. Also, we can enable real-time dashboards if you want direct visibility.
Do you support our existing software and special systems?
Yes. We run an apps compatibility review during discovery and scope custom SLA items for critical systems like POS, EPOS, and industry platforms.
How does POPIA affect outsourcing my IT?
Providers that process data must meet POPIA safeguards. We supply DPAs, data mapping, and technical controls to support your obligations.
Why Choose Us
Vendor-grade stack and partnerships
We use proven platforms your team will recognise: ConnectWise for PSA and RMM, CrowdStrike and Microsoft Defender for Endpoint for EDR, Veeam and Azure Backup for DR, and Fortinet for networking.
POPIA and security alignment
Our controls map to POPIA Condition 7. See the POPIA Act and the Information Regulator for guidance. For broader security management, we align to ISO/IEC 27001 principles.
Transparent reporting and SLAs
We report uptime, incidents by priority and MTTR, ticket volumes, patch compliance, backup success with RTO/RPO tests, and security detection and remediation times. Licence utilisation and cloud savings are included.
Onsite coverage: Johannesburg, Sandton, Roodepoort, Randburg, Cape Town, Durban, Port Elizabeth, and more. Typical onsite response is 4-8 hours in metros, next business day elsewhere.
Quick compliance actions we implement
- Data mapping and processing inventories
- DPAs with subprocessors and vendor reviews
- MFA, encryption, segmentation, and privileged access controls
- Quarterly reviews aligned to POPIA Condition 7
- Incident notification templates and support for breach reporting
Industry-standard technology platform
- RMM: ConnectWise Automate, NinjaOne, Kaseya
- PSA: ConnectWise Manage, Datto Autotask, HarmonyPSA
- EDR: CrowdStrike, Microsoft Defender for Endpoint
- Backup: Veeam, Acronis, Azure Backup
- Networking: Fortinet, WatchGuard, Check Point, SD-WAN vendors
- Documentation: secure runbooks and a maintained CMDB
How our services deliver business value
- 24/7 monitoring: issues fixed before users notice
- Regular patching: reduced ransomware and exploit risk
- SLA-backed helpdesk: predictable experience, measurable quality
- Managed backups with DR tests: faster recovery and less data loss
- EDR + SOC: earlier breach detection and rapid containment
- Cloud and licence optimisation: less waste and better budgeting
- POPIA support: lower regulatory and reputational risk
References and further reading:
- Protection of Personal Information Act (POPIA)
- Information Regulator (South Africa)
- ISO/IEC 27001
- Microsoft Azure Backup
- Veeam Backup & Replication
- CrowdStrike - EDR and managed detection
- Fortinet - Networking and firewalls
- ConnectWise - PSA and RMM
Ready to shift from unpredictable IT to a predictable, secure operating model? Book a free IT discovery call for a tailored IT Cost vs Risk analysis - or download the calculator and Onboarding Checklist to benchmark your current state.