24/7 MANAGED IT SUPPORT
Support that keeps hospitality moving
A hospitality-aware service desk, proactive monitoring and clear ownership for every device, system and site your operation depends on.
The direct answer
MicroNet Global provides 24/7 managed IT support for hotels, restaurants, members’ clubs and leisure operators, combining a global service desk with proactive monitoring and on-site expertise. Response and resolution targets are set against each client’s operation and confirmed in the service agreement.
- Service desk
- 24/7
- Sites supported
- 745+
- Countries
- 15+
Global support coverage
Venues on the desk worldwide
Territories covered by one desk
What's included
What 24/7 managed it support covers
Our service desk is available 24/7, and every venue has a named escalation path into it.
24/7 service desk
One accountable team for incidents, requests and out-of-hours support across your estate.
Proactive monitoring
Visibility of endpoints, servers and networks so avoidable issues can be addressed early.
Hospitality escalation
Prioritisation that understands check-ins, service, events, tills and trading hours.
On-site engineering
Planned and responsive site visits when an issue cannot be resolved remotely.
Vendor coordination
A single point of ownership when a PMS, POS or connectivity supplier is involved.
Service reporting
Useful reporting on incidents, trends, response targets and opportunities to improve.
SUPPORT TIERS
Operational levels
Flexible support models designed around your internal capabilities and operational needs.
Engagement models
Three ways to work with the desk, depending on how much of the estate you want to own.
1st Line & Escalation
Direct service desk access for your teams with clear escalation paths for complex incidents.
Co-Managed Operations
Working alongside your internal IT lead to provide extended coverage, monitoring, and field engineering.
Fully Managed IT
Complete responsibility for your infrastructure, support, and technology roadmap.
How incidents are prioritised
Priority is set by what the fault is doing to the operation, not by who reported it.
- Priority 1 (Critical)
- Total loss of service impacting revenue or guest experience. We focus our resources immediately on restoration.
- Priority 2 (High)
- Significant degradation of service with no immediate workaround. High priority remote investigation.
- Priority 3 (Normal)
- Standard requests and localised faults, scheduled and resolved within the targets agreed for your estate.
- User Requests & Provisioning
- Onboarding, offboarding, and standard access requests managed systematically to protect security and productivity.
Proactive management
The work that happens between incidents, so there are fewer of them.
- Endpoint Health
- Silent monitoring of device performance and security status to prevent hardware failures.
- Network Visibility
- Continuous tracking of uptime and latency to catch connectivity drops early.
- Patch Compliance
- Automated deployment of critical security updates across the estate.
How we work
From first conversation to steady state
- 01
Discover
Map your sites, systems, users and operational priorities with the teams who run them.
- 02
Stabilise
Document access, escalation and known issues before taking day-to-day responsibility.
- 03
Support
Operate the desk, monitoring and engineering workflow with clear communication.
- 04
Improve
Use recurring insight and service reviews to reduce avoidable disruption over time.
Service levels
Evidence you can plan around
Commitments are confirmed in the proposal and reviewed against the agreed scope.
| Measure | Commitment | Why it matters |
|---|---|---|
| Service desk coverage | 24/7 | Support remains available outside standard office hours. |
| Response and resolution targets | Agreed per client | Targets are set against your trading hours and confirmed in the service agreement. |
| Service reporting | Recurring reviews | Performance against the agreed targets is reported back, not assumed. |
Platforms we work around
We work alongside these platforms where they are part of a client estate. We do not replace the platform vendors — the support boundary and escalation path are agreed during discovery.
Proof
Where this has been delivered
Published projects where this work formed part of the scope.
Questions
Common questions
Scope, ownership and escalation are agreed during discovery — these are the questions that come up first.
Response and resolution targets are agreed with each client and written into the service agreement, because a venue trading until 2am and a head office on weekday hours do not need the same commitments. Whatever is agreed is reported against in the recurring service review.
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