Lacuna

Your IT should move the business forward — not hold it back

Lacuna takes complete ownership of your IT: security, cloud, support and strategy. Fewer outages, fewer surprises, and a team that answers the phone.

Book 30 minutes — no charge See what we do

If we miss our SLAs, it costs us — not you

Service credits when we miss, hot spare devices held on site, and an exit on three months' notice if we fail you for three months running. Standard on every contract — never a premium tier.

Book 30 minutes — no charge See what's included as standard

Ask the awkward questions. We've already answered them.

What it costs. Whether you're locked in. What happens to your in-house IT person. How painful switching really is. Answered plainly, before you ever speak to us.

Book 30 minutes — no charge Read the FAQs

Cloud that cuts cost — not corners

Microsoft 365 and Azure environments migrated, secured and right-sized, with a quarterly roadmap that ties every pound of IT spend to a business goal.

Book 30 minutes — no charge Why Lacuna
20+Years in managed services
<15 minAverage response time
24/7Monitoring & support desk
Why Lacuna

Most IT problems aren't technical. They're ownership problems.

Tickets bounce between suppliers. Nobody owns the outcome. Meanwhile your team loses hours and your risk quietly grows. We become the single accountable partner for your entire IT estate.

  • One accountable team — strategy, security and support under one roof, one SLA, one number to call.
  • Fixed monthly cost — predictable budgeting with no surprise invoices for incidents.
  • Security built in — not sold as an upgrade after the breach.
  • People-first delivery — solutions your staff actually adopt, because usability is the point.
Make it someone's problem
Lacuna consultant working with a client team
93%of tickets resolved first-line
Our commitment

Most IT contracts protect the provider

Ours are built the other way round. If we underperform, it costs us — not you. Service credits and on-site hot spares are included as standard on every managed service agreement we write — not premium tiers, not optional add-ons.

Standard on every managed service agreement

SLAs backed by service credits

Response and resolution targets with money attached. Miss them and you're credited automatically — no need to notice, chase or argue. An SLA without a penalty is just a promise.

Hot spare devices on site

Replacement hardware sits in your building, pre-imaged and ready. A dead laptop is swapped the same hour, not lost to a shipping window and an RMA queue.

24/7 follow-the-sun desk

Engineers on shift in every time zone, so a 2am incident reaches someone working a normal day — not an on-call phone by a bed.

Proactive monitoring

We watch your estate continuously and act on what we find. Most issues are closed before anyone on your team has noticed them.

Fixed monthly pricing

One predictable figure agreed upfront. No hourly rates, no per-incident invoices, and no bill that spikes in the month you can least afford it.

Unlimited remote & on-site support

Raise as many tickets as you need, and when something needs hands on it an engineer comes out. No ticket caps, no call-out charges, and no argument about whether a visit was necessary.

An exit if we fail

Miss your service levels three months running and you can end the agreement on three months' notice, on any term. And if it comes to that, we move you to your new provider free of charge.

Commit for longer, pay for less

Free months scale with the length of the term you choose.

12-month term
2months free
The shortest commitment we offer, and still two months on us.
3-year term
6months free
Half a year of managed service, on us, across a three-year term.
5-year term
12months free
One year in five at no cost — our lowest effective monthly rate.

Every promise on this page goes in the contract

Not a brochure claim — a clause. Ask your current provider what happens when they miss an SLA, and compare the answer with this page. Then give us thirty minutes.

Hold us to it
What we do

Complete IT cover for growing businesses

Pick the whole stack or the parts you're missing. Either way, we own the outcome.

Cyber security analyst reviewing threats

Cyber Security

Endpoint protection, email filtering, patch management, phishing simulation and 24/7 threat monitoring — aligned to NIST CSF and CIS Controls. Most breaches exploit something that was known and unpatched for months.

Engineers working on cloud infrastructure

Cloud & Infrastructure

Microsoft 365, Azure and hybrid environments migrated, hardened and right-sized — with licensing reviewed so you stop paying for seats nobody uses. Most estates we inherit are over-licensed and under-secured.

Service desk engineer working at a monitor

Service Desk

US operations with follow-the-sun global delivery, response times written into your agreement, and proactive monitoring that closes issues before your team notices them. The best ticket is the one nobody had to raise.

Laptops prepared for deployment

End User Computing

Device procurement, imaging, deployment and lifecycle management across laptops, desktops and mobile — with hot spares held on site. A new starter should be working on day one, not waiting on IT.

Network infrastructure and cabling

Networks & Connectivity

Resilient LAN, Wi-Fi, SD-WAN and firewall management designed for hybrid teams and multi-site operations, monitored around the clock. Connectivity is the failure nobody plans for until the whole office stops working.

Service review meeting with a client

Service Management

Scheduled service reviews, change and problem management, and honest reporting against every SLA in your agreement — including the ones we missed. Most providers only report the numbers that flatter them.

Contact us

Let's arrange a consultation around you

Send us a few details and we'll come back with a couple of times that suit — or answer your question first, if you'd rather start there.

We'll propose times that work around your diary. Your details are covered by our privacy policy.

Got it — thank you

We'll be in touch within one business day with a couple of times that suit you.

Thank you — we may not be the right fit just yet

Our managed service is built around teams of ten or more, and below that you'd be paying for cover a team your size doesn't yet need. We'd rather say so now than after a call.

Think we've got this wrong? You know your business better than a dropdown does — book a call anyway.

Our approach

Five stages, one accountable team

The same method on every engagement — so you always know which stage you're in, and what happens next.

01 Recognize Understand the business before touching the technology
Lacuna consultant reviewing a client's IT estate

Evaluate

A full audit of what you actually have — estate, licensing, contracts, security posture, and the recurring issues your team stopped reporting because nothing ever changed.

Understand

We learn how the business makes money and where IT sits in that. Which systems are critical at month-end, which outages cost you customers rather than just patience.

Engage

We talk to the people using the systems, not only the people buying them. Adoption problems almost always start with a decision made without them.

02 Consult Agree what good looks like, in your terms rather than ours
Advisory session with a client leadership team

Advise

We tell you what we would fix first and why, including the fixes that cost nothing. Where you don't need a service we sell, we say so.

Collaborate

The plan is built with your team rather than presented to them. The people who have to live with the decision get a say in making it.

Aim

Measurable targets agreed upfront — uptime, response, cost per user. Success is defined before we begin, not argued over afterwards.

03 Adapt Design the change around how your people actually work
Engineer drafting the technical design for a client environment

Align

The design is mapped to your operating rhythm, compliance obligations and budget cycle — not to whatever we happen to be best at deploying.

Design

We architect for resilience and for the skill level of the people running it day to day. An elegant system nobody can operate is a future outage.

Prepare

Everything is staged, tested and documented before it touches production, with the rollback path agreed in advance rather than improvised.

04 Deliver Make the change happen, and prove it landed
Handing over delivered outcomes to a client leadership team

Transform

Migration and modernisation in planned phases, with the business running throughout. No weekend heroics, no downtime nobody was warned about.

Implement

Deployment comes with communications, training and floor-walking, so adoption happens in the first week rather than eventually.

Prove

We hand over against the targets set at stage two and show the evidence — including anything we missed and what we did about it.

05 Manage Keep improving it, not merely keeping it alive
Engineers monitoring a managed IT estate from an operations desk

Proactive

Round-the-clock monitoring and patching that closes issues before your team notices them. Most of our work should be invisible to you.

Maintain

Backups tested, licensing reviewed, hardware refreshed on schedule, and documentation kept current as the estate changes.

Improve

Scheduled service reviews with honest reporting, and a roadmap that actually moves — so year three looks nothing like year one.

Every month you wait, this gets more expensive

Unpatched systems, licences nobody cancelled, a backup nobody has tested. None of it improves on its own, and all of it costs less to fix before it becomes an incident. Thirty minutes is where it stops compounding.

Start the conversation
Questions

The things people ask us before signing

Straight answers to the questions that usually come up on the first call.

How much does managed IT actually cost?
Most clients land around $250 per user per month, depending on the level of security and support you need. It's a fixed monthly figure agreed upfront — no hourly billing, and no extra invoice when something breaks. We'll give you a firm number after the consultation, not a range.
Are we locked into a long contract?
We offer 12-month, 3-year and 5-year terms, and the longer ones carry real discounts — up to a full year free on a 5-year agreement. Length never means trapped, though: on any term, if we miss your service levels for three consecutive months you can give three months' notice and end the agreement — and we then transition you to your new provider free of charge. We'd rather earn year four than litigate it.
We already have an IT provider. How hard is switching?
Easier than most people expect. We handle the handover, document what your current provider holds, and run both setups in parallel until we're confident nothing is missing. Typical transition is 2–4 weeks with no downtime, and we do the awkward parts — chasing admin credentials, domain access, license transfers — so you don't have to.
What happens to our in-house IT person?
They usually get their job back. We take the monitoring, patching, tickets and out-of-hours cover off their plate so they can focus on the projects that actually need someone who knows your business. We work alongside internal teams as often as we replace them.
How quickly do you respond when something breaks?
Critical issues — anything stopping people working — are picked up in under 15 minutes on average, with response times written into your agreement rather than left vague. Around 93% of tickets are resolved by the first engineer who touches them, so you're not repeating yourself.
Are we too small for you?
Probably not. We work with businesses from around 10 users upwards. Below that, honestly, you may not need a full managed service yet — and if that's the case we'll tell you on the call rather than sell you something you don't need.
Where is your team based?
Management sits in the UK, operations run from the US, and service delivery is global. That structure is why we can genuinely staff 24/7 — an incident at 3am reaches an engineer who's mid-shift rather than one dragged out of bed, which is the difference between a fix and a holding response. Your account contact stays the same person regardless of who picks up the ticket.
What actually happens on the consultation?
Thirty minutes with an engineer, not a salesperson. You talk, we listen, and we tell you what we'd do about it. By the end you'll know what it would cost and what we'd commit to in writing — and if we're not the right answer for you, we'll say so on the call rather than three emails later.
Book a consultation

The problems you're living with are not going to fix themselves

Nobody schedules an outage. It arrives on the worst Tuesday of your quarter, and by then the cost of having dealt with it earlier looks trivial. Thirty minutes now is the cheapest this conversation will ever be.

  • Thirty minutes, no charge, and no obligation at the end of it
  • Straight answers from an engineer, not a salesperson
  • A real number and real commitments, not a follow-up sequence

Questions before booking? Email hello@wearelacuna.com

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If the calendar doesn't appear, email hello@wearelacuna.com.