Skip to main content
CMS Group Ltd
Services
Capabilities
Industries
Platform
Resource Hub
About
ContactTake the maturity audit

Loading...

CMS Group Ltd

Technology Management Consultancy. Technology, run with intent. Since 1990.

0203 404 4700hello@cms-group.net
United Kingdom

Strategic Technology Insights

Monthly analysis for technology leaders. Zero spam, unsubscribe anytime.

Services

  • Quick quote
  • Operate
  • Secure
  • Modernise
  • Transform
  • Capabilities
  • All Services

Locations

  • London
  • Manchester
  • Birmingham
  • Leeds
  • Bristol
  • Edinburgh
  • Scotland
  • North West

Industries

  • Hospitality
  • Legal
  • Finance
  • Healthcare
  • Manufacturing
  • Other sectors?

Operating model

  • StrategyOS
  • CMS Strata
  • Tools
  • Maturity Audit
  • Risk Calculator

Company

  • About CMS
  • Why CMS
  • Resource Hub
  • Guides
  • Careers
  • Refer a peer
  • Community
  • Contact

ISO 27001

Certified

ISO 9001

Certified

Cyber Essentials Plus

Accredited

Lyra Technology Group

Member

© 2026 CMS Group Ltd. All rights reserved.

Registered in England and Wales · Company no. 02513535

Privacy PolicyTerms of ServiceCookie Policy
  1. Services
  2. /
  3. Operate
  4. /
  5. 24/7/365 IT Support

Operate

24/7/365 IT Support

Round-the-clock support with 18-second average response time

True round-the-clock technical support covering users, infrastructure, and third-party vendor issues. Our UK-based team provides consistent, high-quality support with no outsourcing—ensuring you always speak to someone who knows your environment.

Operational ExcellenceClient Dashboards & Service Transparency
Discuss 24/7/365 IT SupportAssess strategic maturity

Available in:

LondonManchesterBirminghamLeedsBristolEdinburgh+ nationwide

18 seconds

Average response time

87%

First contact resolution

99.94%

SLA attainment

4.9/5

Customer satisfaction

Challenges We Solve

  • Out-of-hours incidents going unresolved
  • Inconsistent support quality from rotating staff
  • Long hold times and ticket queues
  • Language barriers with offshore support
  • Lack of proactive issue identification

Our Approach

We operate a dedicated support operation staffed by named engineers who understand your business. Our tiered response model ensures critical issues receive immediate attention while maintaining consistent quality across all interactions. Every call, every time—no scripts, no outsourcing.

What You Get

  • Dedicated support team
  • Full visibility via CMS Strata
  • Regular service reviews
  • Proactive recommendations

Also in this area

Specific Solutions

Within 24/7/365 IT Support, we offer the following solutions calibrated to different operating contexts.

Managed Support Essential

Core IT support for growing businesses

Comprehensive IT support covering your users and infrastructure with our signature response times. Ideal for organisations ready to outsource IT support entirely.

Key Features

  • 24/7/365 helpdesk access — Phone, email, and portal support around the clock
  • 18-second average response — Industry-leading pickup times
  • Remote troubleshooting — Most issues resolved without site visit
  • Ticket management — Full visibility via client portal
  • Monthly reporting — Performance metrics and trends

Ideal For

SMBs with 20-100 users seeking reliable, responsive IT support without building an internal team.

Per user/month
Learn more

Managed Support Premium

Enhanced support with proactive management

Everything in Essential plus proactive monitoring, patch management, and dedicated account management. For organisations requiring higher service levels.

Key Features

  • All Essential features — Full 24/7 support foundation
  • Proactive monitoring — Issue detection before users notice
  • Patch management — Automated security updates
  • Dedicated account manager — Named contact for escalations
  • Quarterly business reviews — Strategic alignment sessions

Ideal For

Mid-market organisations requiring proactive IT management and strategic partnership.

Per user/month
Learn more

See How We've Helped

Discover how we've delivered results for organisations like yours across our service areas.

View case studies

See how we help your industry

FinanceHealthcareHospitalityLegalManufacturing

Related Service Areas

Service Desk & User Administration

Starters, leavers, and everything in between

Technical Services

Infrastructure expertise when you need it most

Field Engineering

Nationwide onsite support when remote isn't enough

Ready to run with intent?

Assess your 24/7/365 it support maturity in 2 minutes, then align priorities and governance actions with a specialist.

Assess 24/7/365 IT Support maturitySpeak to a SpecialistCalculate Risk Exposure