Managed IT services for a multi-site manufacturer
Over 80 users across several sites moved from informal, reactive support to a proactive, structured, and accountable managed services model — with dedicated on-site support and remote specialist escalation.
Industry
HDPE, PP & PVC manufacturing
Geography
Multi-site operations
Services
Managed IT Services
Project Overview
- Client
- Manufacturing company
- Industry
- HDPE, PP & PVC container manufacturing
- Services
- Managed IT Services
- Geography
- Multi-site, across several operational locations
- Users
- 80+ users
- Support model
- Dedicated on-site support + remote specialist escalations
- Technologies
- VMware, Veeam, Dell, Cisco, endpoint security & software
- Key project focus
- Managed support, monitoring, proactive maintenance, backup, patching, reporting & advisory
80+
Users supported
4
Sites unified
40%
Operational latency minimized
Background
The client context
A manufacturer of HDPE, PP and PVC containers, operating across multiple sites, needed a dependable IT partner for the technology behind its day-to-day operations. The business ran ERP, finance and accounts, payroll, dispatch and logistics, production planning, email, and manufacturing-floor systems. Network and wireless availability mattered especially, because production areas depended on stable connectivity.
The client had an internal IT Manager but needed a managed services partner for deeper technical capacity, structured support, proactive maintenance, and reliable day-to-day coverage.
The challenge
A largely reactive, undocumented environment
The environment was largely reactive and exposed to operational risk — frequent downtime, recurring user issues, network interruptions, slow systems, server and email problems, backup gaps, and cybersecurity concerns. Support was requested informally, making it hard to track issues, manage priorities or give management visibility.
- Reactive, informal support with no ticketing
- Little to no preventative maintenance
- Poor documentation of the IT environment
- Recurring incidents and poorly tracked assets
- Limited reporting on IT performance
The solution
A stabilised, proactive service model
Ace Micro implemented a managed IT services model to stabilize the environment and move the business from reactive firefighting to proactive management. The service covered enterprise infrastructure — VMware virtualization, NetApp storage, endpoint security, network infrastructure, NAS (server and Veeam backup), physical servers, hosted systems, email, cybersecurity tools, printers, laptops, desktops, branch offices, and remote users.
A dedicated on-site engineer handled day-to-day support, while Ace Micro's back-office team provided remote escalation and specialist expertise — immediate on-site responsiveness backed by deeper technical capacity.
Delivery approach
Structured onboarding, then continuous care
The engagement began with structured onboarding: an IT assessment, infrastructure audit, asset and user account review, license and backup checks, security control reviews, network documentation, and a review of recurring issues.
A formal support process introduced a ticketing system, escalation contacts, service levels, and clear guidance for various requests. Critical issues escalated to Ace Micro's infrastructure manager, account manager, and leadership where required. Monthly health checks, ticket and infrastructure reports, backups and security summaries gave the client clear visibility.
A key shift was from reactive support to preventive maintenance. Ace Micro carried out regular maintenance on workstations, servers, and storage, and monitored servers, backups, endpoint logs, firewall rules, access controls, capacity, and performance. Patching followed monthly health checks, white-listed backups, backup devices, license renewals and tasks were tracked and reported. Security was strengthened through access reviews, password policies, endpoint protection, email security, and MFA recommendations.
Ace Micro resolved a range of critical incidents — virtualization failures, storage and backup issues, server and VM faults, endpoint security incidents, and performance problems — through structured escalation and clear communication. Where incidents exposed deeper risks, root cause analysis led to permanent fixes: updates, improved configurations, stronger monitoring, and backup validation.
The outcome
From reactive support to a predictable partner
The client moved from informal, reactive support to a predictable, accountable, and structured IT service model — and gained a trusted partner to support daily operations and advise on improvements.
- Reduced unplanned downtime
- Faster incident response and resolution
- Improved user support satisfaction
- Better management visibility through reporting
- Stronger control over IT assets
- More reliable backups
- Improved cybersecurity posture
- Reduced recurring incidents and better patch compliance
Time to make your IT proactive?
Talk to Ace Micro about how we can deliver the same for your organisation.