Support
Frequently Asked Questions
Everything you need to know about working with Routewise. Can't find your answer? Get in touch and we'll help.
What are your two primary services?
Fully Managed IT Services — we monitor, manage, support and secure all of your systems and users for a fixed, predictable monthly fee. Co-Managed IT Services — we support your internal IT team as an extension of it, filling skills and capacity gaps without replacing anyone.
What other services do you offer?
Beyond managed IT, we provide cyber security, IT consulting & advisory, cloud services, web and mobile app development, and network connectivity — everything a growing business needs from a single technology partner.
What business problems do you help us solve?
By leading with IT strategy and compliance guidance, we fill the two biggest gaps we see in the IT provider industry: proactive planning and genuine accountability. Our clients save time and money, reduce day-to-day IT frustration, strengthen their defences against breaches, and lower their overall cyber security risk.
How are you different from other IT providers?
We selectively partner with growing organisations rather than taking on every enquiry, which lets us apply comprehensive, data-driven quality controls to every account we manage — instead of spreading our team too thin across too many clients.
How fast do you respond to support requests?
We prioritise every request by severity — from business-critical issues down to routine queries — give users direct access to our support desk, and invest in standards-based processes that minimise reactive, out-of-hours emergencies. Our average answer time is around 3 minutes.
What does onboarding with Routewise look like?
We start with a discovery call and a technology audit, prepare a proposal tailored to your environment, and agree a fixed onboarding plan. Most clients are fully transitioned onto Routewise support within a few weeks, with no disruption to daily operations.
Are your contracts flexible, and how is pricing worked out?
Yes. We offer fixed monthly agreements without long lock-in periods, so you're never tied into a service that isn't working for you. Pricing is based on the size and complexity of your environment, agreed upfront with no hidden fees.
What industries do you focus on?
We work primarily with operationally mature organisations across professional services, accountancy, legal, finance, insurance, real estate, consulting, manufacturing, healthcare and the non-profit sector.
Partner with Us for Comprehensive IT
We're happy to answer any questions you may have and help you determine which of our services best fit your needs.