Do you have Standard Operating Procedures in place for your IT support?

Standard Operating Procedures in IT Support allow technicians on either side of the Atlantic to provide support to customers in any location.

FAQ · Fresh Mango's IT SOPs

Yes — Fresh Mango Technologies documents and maintains standard operating procedures for every environment it manages, covering onboarding, offboarding, backup verification, device provisioning and incident response.

These procedures exist so that support quality is consistent across the team, and so that critical steps such as revoking access when someone leaves are never left to memory.

What our SOPs cover

Staff onboarding and offboarding, including Microsoft 365 account provisioning and access revocation.
Backup verification through scheduled test restores, not just success notifications.
Patching and change control for servers, workstations and network equipment.
Device provisioning and disposal, including secure data wiping.
Incident response, from initial isolation through to client and, where required, regulatory notification.

How the procedures are maintained

Each SOP has a named owner, is stored in a shared, version-controlled location, and is reviewed whenever the underlying platform changes rather than on a fixed calendar date that can drift out of date. New engineers are trained against the current procedures before they take unsupervised client tickets.

Frequently asked questions

Does Fresh Mango have documented IT SOPs?

Yes. Every client environment managed by Fresh Mango Technologies has documented procedures for onboarding, offboarding, backup verification, patching, device provisioning and incident response, held in a shared, version-controlled location and reviewed whenever the systems they cover change.

Can clients see or request copies of the SOPs that apply to them?

Yes. Clients under a managed service agreement can request the procedures relevant to their environment, which is particularly useful for regulated businesses that need to evidence documented controls to auditors, regulators or corporate clients as part of due diligence.

Do SOPs mean support is less personal?

No — SOPs standardise the mechanical parts of a task, such as the order in which access is revoked during offboarding, while engineers still make judgement calls specific to each client's environment. The goal is consistency on the steps that carry risk, not removing the human judgement that good support depends on.

How often are Fresh Mango's SOPs reviewed?

SOPs are reviewed whenever the platform they cover changes — for example, a Microsoft 365 licensing change or a new backup system — and are also checked on a fixed schedule to confirm they still match how the task is actually performed, so documented procedures do not drift away from practice.

Related services and guides

Practical advice, no obligation

Ask to see the procedures behind your support

Fresh Mango can walk regulated clients through the SOPs that apply to their environment as part of due diligence.

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Absolutely! Standard Operating Procedures in IT Support: - Ensure best practice could be shared across our Group companies - First-class IT management requires the same expertise, training and knowledge no matter where you operate - They allow technicians on either side of the Atlantic to be able to provide support to customers no matter where they (the customers) are located - They allow us to have a proactive-support model that minimises client IT issues