One Person.
Total Accountability.
Every Ticket Owned.

The Service Manager owns the account and governs all incidents, but the actual technical response may come from a specialist engineer. The SM ensures every incident is tracked, SLA is met, and you are never left chasing updates.

We assign a Service Manager based on your infrastructure complexity, industry, and geography. You will be introduced to the SM before the engagement starts, and they will remain your named contact unless you request a change.

You can request a change at any time. We will assign a different SM within 5 business days and ensure a seamless handover. No questions asked — your satisfaction is the only metric that matters.

Yes — the SM will coordinate with any vendor you work with: ISPs, hardware OEMs, software providers, or facility managers. We act as your single interface, so you don't have to manage multiple relationships.

A QBR is a 60‑minute strategic review meeting between your IT leadership and the Layerix Service Manager. We present trends, recommend infrastructure improvements, review SLA performance, and align on upcoming projects. Available for enterprise engagements.

The SM responds to email or phone contact within 2 business hours during working days. For urgent incidents, use the standard ticket channel — the SM will be notified automatically.

Absolutely — this is our most powerful combination. The Resident Manager handles day‑to‑day on‑site operations, while the Service Manager provides governance, reporting, and strategic oversight. Both work from the same team, with shared documentation.

We have a formal handover process. Before the SM leaves, a replacement is assigned and a joint handover period (minimum 2 weeks) ensures continuity. You will never be left without a named owner.

On‑site visits are available on request, typically for QBRs, major change implementations, or complex troubleshooting. Standard engagement is remote governance, but we can include periodic site visits in the scope.

The minimum commitment is 6 months. This allows the Service Manager to fully understand your environment and deliver measurable improvements. Most clients renew annually.