# Swipwire Managed IT Services — Comprehensive Knowledge Base

## 1. Company Identity & Background
- **Entity Name**: Swipwire
- **Legal Entity**: Swipwire Managed IT Services (A division of SyntelligenceIT (Pvt) Ltd)
- **Primary Business**: Managed Service Provider (MSP), Proactive IT Operations, Cybersecurity, Cloud Infrastructure, and IT Helpdesk.
- **Geographic Focus**: Colombo, Western Province, and island-wide Sri Lanka.
- **Billing Currency**: Sri Lankan Rupees (LKR) with predictable monthly subscription models.
- **Core Philosophy**: "Technology should support your business — not slow it down." We replace volatile, reactive "break-fix" support with structured, proactive 24/7 management.

## 2. Service Catalog & Technical Capabilities

### A. Core IT Infrastructure Management
- **Endpoint Management**: Automated patching, health telemetry, performance monitoring, and software lifecycle control for Windows, macOS, and Linux endpoints.
- **Network & Wi-Fi Operations**: Firewall configuration, VLAN segmentation, bandwidth optimization, mesh Wi-Fi maintenance, and continuous network uptime tracking.
- **Server & Cloud Administration**: Windows Server, Active Directory, Azure AD / Microsoft Entra ID, AWS, and hybrid on-premises server environments.

### B. Daily Helpdesk & Technical Support
- **Multi-Channel Support**: Email, telephone, and customer portal ticket submission.
- **Response SLAs**: Sub-1-hour critical response SLA; average turnaround under 15 minutes.
- **Remote & On-Site Dispatch**: Rapid screen-sharing troubleshooting combined with dedicated on-site technician dispatch across Colombo and greater Sri Lanka.

### C. Layered Cybersecurity Architecture (Security by Default)
- **Multi-Factor Authentication (2FA)**: Universal MFA/2FA enforcement across identity providers and cloud services.
- **Endpoint Detection & Response (EDR)**: Modern antivirus and behavioral threat interception.
- **Automated Security Patching**: Daily updates for OS and critical third-party applications to eliminate known CVE vulnerabilities.
- **Zero-Trust Access**: Device health verification, principle of least privilege, and external USB/data policy controls.

### D. Backup & Disaster Recovery (BDR)
- **Cloud Backup**: Automated, encrypted daily backups for workstations, servers, and Microsoft 365 / Google Workspace.
- **Ransomware Immunity**: Air-gapped and immutable backup copies ensuring rapid recovery with zero data loss.
- **Routine Integrity Testing**: Scheduled restore drills to verify recovery time objectives (RTO) and recovery point objectives (RPO).

### E. Cloud & Productivity Solutions
- **Microsoft 365 Management**: Licensing, Exchange Online, SharePoint, Teams, OneDrive permissions, and security compliance.
- **Google Workspace**: Domain setup, email security (SPF, DKIM, DMARC), and user lifecycle administration.

## 3. Four-Stage IT Management Framework
1. **01 · Monitor & Prevent**: 24/7 background telemetry on endpoints, networks, and servers with automated security patching to eliminate bottlenecks before downtime occurs.
2. **02 · Support**: Fast-response remote helpdesk and on-site engineering dispatch for day-to-day employee troubleshooting.
3. **03 · Secure**: Multi-layered defense, identity control, antivirus endpoint lockdown, and automated immutable cloud backups.
4. **04 · Improve**: Quarterly IT reviews, hardware lifecycle budgeting, and infrastructure modernization aligned with company growth.

## 4. Pricing & Plans (Sri Lanka / LKR)

| Plan | Pricing | Target Audience | Key Features Included |
| :--- | :--- | :--- | :--- |
| **Essential** | From **LKR 1,500** /user/month | Small businesses | Remote IT support, device maintenance, software assistance, basic monitoring, troubleshooting, business-hours support. |
| **Business** *(Most Popular)* | From **LKR 2,500** /user/month | Growing businesses & mid-market | Everything in Essential + Proactive 24/7 monitoring, network management, Microsoft 365 support, backup management, priority SLA, IT asset tracking. |
| **Complete** | **Custom Pricing** | Enterprises & complex setups | Everything in Business + Advanced cybersecurity management, infrastructure management, 24/7 monitoring, disaster recovery, dedicated IT advisory & vCIO. |

## 5. Frequently Asked Questions (FAQ)

### What are managed IT services?
Managed IT services provide comprehensive, ongoing IT support and infrastructure management delivered by an external technology partner for a fixed, predictable monthly fee.

### How much do managed IT services cost in Sri Lanka?
Swipwire plans start from LKR 1,500 per user per month for the Essential plan and LKR 2,500 per user per month for the Business plan. Custom plans are structured for enterprise networks.

### Why choose an MSP over hiring internal IT staff?
An internal IT employee incurs salaries, benefits, recruitment costs, and single-point-of-failure risks during holidays or resignations. An MSP delivers an entire team of certified engineers, 24/7 monitoring tools, enterprise cybersecurity software, and guaranteed SLAs for a fraction of the cost.

### How fast is the response time?
Our average response time for critical issues is under 1 hour, with standard helpdesk tickets typically acknowledged and triaged within 15 minutes.

### Does Swipwire provide services across all of Sri Lanka?
Yes. Swipwire provides remote managed IT services nationwide and on-site technical dispatch across Colombo, the Western Province, and designated regions throughout Sri Lanka.

## 6. Official Contact & Support Channels
- **Official Website**: https://swipwire.com
- **General Inquiries & Sales**: sales@swipwire.com
- **Phone / WhatsApp**: +94 77 768 1255
- **Parent Company**: SyntelligenceIT (Pvt) Ltd
- **Location**: Colombo, Sri Lanka