IT Support & Outsourcing
Managed IT Services / Outsourced IT Support Hong Kong
Our Full-Service Offering
Managed IT Support means outsourcing your IT operations to a trusted partner who takes care of everything—from day-to-day troubleshooting to strategic planning—so you can focus on growing your business. Instead of hiring and managing an internal IT team, you get expert support, predictable costs, and enterprise-grade tools under one service agreement.
We provide an end-to-end IT support Hong Kong that covers users, devices, networks, servers, cloud services, and security. Here’s what’s included :
Unlimited Remote Support
Helpdesk via phone, email, and ticketing through our customer service portal.
Rapid troubleshooting for PCs, Macs, servers, network devices, and Microsoft 365.
Support logging & tracking for full transparency
Onsite Support
Scheduled visits for planned work and emergency dispatch when issues require hands-on resolution.
Network Monitoring & Management
Configuration and monitoring for firewalls, switches, and Wi‑Fi across your offices.
Best-practice policies to keep traffic secure and performance steady.
Optional Cloudflare Security for web filtering and threat protection.
IT Security Assessment (Annual)
Comprehensive review of your security posture.
Server & Storage Management
Installation and ongoing maintenance for Windows servers and NAS storage.
User permissions and access control aligned to your security policy.
Cloud Services Administration
Office 365 and Google Workspace management.
Policies, identities, and collaboration settings.
User Lifecycle Management
Smooth onboarding and offboarding.
Standardized device setup and account provisioning.
Granular permissions for data protection and audit readiness.
Backup Monitoring
Continuous oversight of scheduled backups across servers and NAS.
Alert handling and clear reporting so you always know protection status.
Managed Workstations (PCs and Macs)
We take care of your employees’ day-to-day IT issues to keep productivity high and downtime low. Our team provides full support for desktop and laptop environments, including:
Software Troubleshooting – Resolve application errors, updates, and compatibility issues.
Shared Drive Access – Fix connectivity and permission problems for network drives.
Email & Outlook Support – Configure accounts, resolve sync issues, and troubleshoot mail flow.
Printer & Peripheral Setup – Ensure printers, scanners, and other devices work seamlessly.
Performance Optimization – Apply patches, updates, and tune systems for speed and stability.
Our CS Portal
Our Customer Service Portal is your centralized hub for IT support and account management. It gives you full visibility and control over your IT services, making communication and tracking effortless.
Support Logging & Tracking – View all your IT support tickets, including status updates, resolution notes, and response times—so you always know what’s happening.
License & Contract Management – Check your software license details, renewal dates, and contract expiry information in one place. No more surprises or missed deadlines.
Procurement Records – Access a history of hardware and software purchases, including specifications and delivery status for easy reference and audits.
Secure Access – Role-based permissions ensure only authorized users can view sensitive information.
Add-On Services :
Proactive Monitoring
Real-time dashboards and alerts covering servers and network devices to detect issues early.
Server Patch Management
Operating system and application updates scheduled and verified to maintain security and stability.
Vulnerability Scanning
Identify and remediate risks before they impact your business.
Hardware & Software Procurement
Get the right tools at the right price.
Disaster Recovery + Datacenter Backup / Replication
Veeam-based replication to a secure datacenter with defined recovery objectives, testing, and failover planning.
Web Filtering
Block access to harmful or inappropriate categories such as malware, adult content, gambling, and proxy sites, reducing security risks and maintaining compliance.
ManageEngine Endpoint Protection
ManageEngine Endpoint Protection (part of Endpoint Central) is a Unified Endpoint Management and Security (UEMS) solution designed to help businesses manage and secure all their endpoints—desktops, laptops, servers, and mobile devices—from a single, centralized console. It combines traditional IT management with advanced security features, ensuring your organization stays protected against evolving cyber threats while simplifying administration. It supports Windows, macOS, Linux, iOS, Android, and even IoT devices, making it ideal for diverse IT environments.
Microsoft Defender for Office 365
Safe Attachments: Scans and detonates email attachments in a secure environment to block zero-day malware and viruses before they reach users.
Safe Links: Protects users from malicious URLs in emails and Office documents by dynamically checking links at click time.
Why Choose Our Managed IT Support Hong Kong?
- Clear SLA published upfront.
- Local HK onsite coverage.
- Flexible service packages.
- No enterprise-level complexity or pricing.
- Predictable monthly cost—no surprises.
- Enterprise-grade tools and best practices.
- Scalable services that grow with your business.
Service Level Agreement (SLA):
Topone IT provides reliable, business-hour IT support with clearly defined response commitments. All support requests are handled remote-first, with onsite support provided when required.
Support Hours:
Monday – Friday, 9:00am to 6:00pm, Excluding Hong Kong public holidays
Incident Priority & Response Targets:
Topone IT support Hong Kong provides business-hour IT support with clearly defined response commitments. All incidents are handled remote-first, with onsite support arranged when required.
| Priority Level | Example Issues | Remote Response Time | Onsite Support |
| Critical | Server down, network outage, firewall failure | 30min – 2 hours | Within 4 hours (Hong Kong) |
| Normal | PC issue, software error, user access problem | Same day | Next business day |
| Low / Request | User setup, scheduled change, advisory request | Same or next business day | Scheduled |
General Support Performance:
~80% of support requests are resolved within the same business day.
~15% resolved by the next business day
~5% handled as scheduled tasks or planned changes
Support Channels:
-Unlimited remote support via TeamViewer
-Telephone support hotline
-Email support
-Unlimited onsite support when remote support is not sufficient
Remote-First, Onsite When Required:
Topone IT adopts a remote-first support model to ensure faster resolution and minimal disruption. Onsite support is arranged when issues cannot be resolved remotely.