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Not just another IT company.
A different kind of partner.
Most IT providers promise a lot and deliver a ticket number. We operate differently: named engineers, genuine SLAs, and accountability that goes beyond the contract.
Four things we do differently
Named engineers, not ticket queues
You work with the same small team who know your systems, your people, and your priorities. When you call, someone who knows your name picks up.
Proactive, not reactive
We monitor your infrastructure 24/7 and resolve issues before they become outages. Most problems are fixed before you notice them.
Guaranteed response times in writing
Our SLAs are contractual commitments, not aspirational targets. Response times, resolution times, and escalation paths are all specified and measured.
No long-term lock-in
We earn your business every month. No punitive exit clauses, no 5-year tie-ins. If we stop delivering, you should be free to leave.
IT support that reacts instead of prevents costs you more.
Most organisations only call their IT provider when something breaks. That reactive model means lost productivity, emergency call-out fees, and the kind of stress that derails entire business days.
The real cost of poor IT support is not the invoice. It is the hours your team loses, the deals that slip, and the reputational risk when client-facing systems go down at the wrong moment.
Common IT support failures
Slow response times
Waiting hours or days for a callback on a critical issue while your business stands still.
No continuity
Different engineer every call. Repeating context every time. No one who actually knows your environment.
Reactive not preventive
Problems spotted only after users complain. No monitoring, no early warning, no proactive patching.
Lock-in with poor service
3-5 year contracts with punitive exit clauses. Trapped even when service quality drops.
Nexa Point vs the typical IT provider
Typical IT provider
Reactive, anonymous, and locked in
Nexa Point Group
Named engineers. Proactive. Accountable.
Performance by the numbers
Average uptime across managed infrastructure
Rolling 12-month average
Average first response on P1 incidents
Business and out-of-hours
First-contact resolution rate
Issues resolved without escalation
Client retention over the past 24 months
No client has left us
What you can hold us to
These are not aspirations. They are contractual commitments in every Nexa Point engagement.
1-hour P1 response, guaranteed
Critical incidents affecting your entire business receive a response within one hour, day or night, including weekends and bank holidays.
Proactive monitoring 24/7/365
Your infrastructure is watched around the clock. Alerts are triaged and acted upon by an engineer before they escalate into outages.
A named engineer who knows you
Not a call centre. You have a named primary engineer and a named backup, both familiar with your environment and your business context.
Monthly plain-English reporting
Every month you receive a report in plain English: incidents raised, resolved, time to resolution, and any recommended improvements.
No lock-in contracts
All managed service agreements run monthly. No punitive exit clauses. If we stop delivering, you are free to leave with 30 days notice.
UK-based engineering team
All support is delivered by our UK-based engineers. No offshore escalation paths, no language barriers, no time-zone confusion.
Ready to experience IT support that actually works?
Speak with an engineer today. No sales script, no pressure, just honest advice on your IT challenges.