Teo & Hart Provisions, September
A quiet month. Every backup checked, one laptop replaced, and three people still clicked a fake parcel email.
Keelgrid ITMonthly report, page 1 of 2
IT support that shows its work.
Keelgrid IT is the IT department for Singapore companies of 5 to 150 people. Our engineers work from Ubi, come on site within four hours, and on the first working day of every month send you one page that says exactly what we did.
Ubi Avenue 1 · Mon–Fri 8.30am–7pm, Sat 9am–1pm · plans from S$45 per person a month
The firewall update went on at 6.20am on a Saturday, before the first van left. Four minutes offline, and nobody noticed. That is the point.
Rachel Goh, your engineerUpdates
412 updates installed on 34 devices. Six held back on purpose.
| Device | Status |
|---|---|
| Windows laptops (24) | 24 of 24 up to date |
| Macs (3) | 3 of 3 up to date |
| Warehouse tablets (6) | 5 of 6. One spent the month in a van. |
| Accounting PC | 6 updates held until the software vendor says yes |
| Firewall | New firmware, 4 minutes offline |
Wei Ling from finance opened three files from the restored folder herself. A restore test only counts when someone from your side checks it.
Rachel Goh, on site Friday 18 SeptemberBackups
30 of 30 nights backed up, and one restore tested by hand.
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Backup finishedRestore test, Friday 18th
| Microsoft 365 | 31 mailboxes, OneDrive and SharePoint, nightly at 1am | 30 of 30 |
|---|---|---|
| Accounting PC | To Singapore-region cloud storage, nightly at 2am | 30 of 30 |
| Restore test | “Orders 2025” folder, 2.4 GB, back in 11 minutes | Passed |
Daniel took 31 of your 47 calls. When you ring, someone in Ubi who already knows your label printer picks up.
Daniel Tan, helpdesk leadRequests
47 requests, 46 closed. Median first reply: 5 minutes.
| Opened | What | Closed |
|---|---|---|
| Tue 1 Sep 08:41 | Label printer in the cold store printing blank labels | 09:02, remote |
| Thu 3 Sep 14:15 | New starter Aisyah (sales) needs a laptop and email for Monday | Fri 16:30 |
| Mon 7 Sep 07:55 | Van driver locked out of the delivery app | 08:03, by phone |
| Wed 16 Sep 10:20 | orders@ not receiving mail from one customer. Their server blocked ours; we called their IT. | Thu 11:40 |
| Mon 21 Sep 09:05 | Accounts PC very slow. Failing disk; new SSD fitted on site. | 15:50, on site |
| Fri 25 Sep 17:48 | Kelvin's phone left in a taxi. Company data wiped remotely. | 17:56 |
| Wed 30 Sep 11:30 | Quote for a second Wi-Fi access point in the cold store | With supplier |
The other 40, from password resets to a jammed scanner, are listed on page 2.
A swelling battery pushes the trackpad up from underneath. If yours starts clicking by itself, call us before it gets worse.
Ryan Lim, at the bench in UbiDevices
One laptop replaced, one disk swapped, one phone wiped.
- Ahmad, dispatch
2019 laptop, battery swellingNew laptop handed over Thursday 10 September. Files and settings moved in 35 minutes; old disk wiped, certificate on file. - Accounts PC
Failing hard diskNew SSD fitted on site, Monday 21 September. Nothing lost. - Kelvin, sales
Phone lost in a taxiWiped eight minutes after he called. New phone set up Monday 28 September. - Coming upFour laptops leave warranty in January. The replacement quote is attached, so it can go in next year's budget.
The three who clicked get a 15-minute refresher with Rachel. Their names stay between us and them; your report only shows the count.
Rachel GohSecurity
Phishing test, Tuesday 22 September: a fake “parcel fee” email to all 31 staff.
12 reported it to us3 clicked the link16 ignored it0 typed a password
In June, 7 clicked. Next test in December.
- Two-step sign-in on 31 of 31 accounts.
- Two sign-ins from overseas blocked: Monday 14 and Saturday 26 September. Neither was a real staff member.
- 188 spam and phishing emails stopped before they reached anyone.
The tablets lose Wi-Fi beside the chillers, so pickers walk to the door to sync. A second access point fixes it.
Rachel Goh, after a walk-round on 30 SeptemberWhat we'll do in October
- Needs your OK: a second Wi-Fi access point in the cold store. Quote sent 30 September, S$680 before GST, fitted the same week.
- A 15-minute refresher for the three who clicked.
- The quarterly restore test, this time of the accounting data, on Friday 16 October.
- Catch up the tablet that missed September's updates.
- Renew the firewall licence before it lapses on 30 November.
Rachel Goh
Your engineer. Questions about anything in this report? Reply to the email it came in, or call +65 6000 0000. A person reads it.
What we look after
Every line in that report is a job we do for every client, on a fixed rhythm. This is the whole list.
Every day
- Helpdesk by phone, email and WhatsApp
- An engineer on site within four hours
- New starters ready on day one
- Leavers locked out within the hour
- Microsoft 365 and email
- Printers, scanners and label printers
- Lost and stolen phones and laptops
A Singapore engineer picks up, usually within five minutes, and owns the request until it is closed.
Every week
- Updates on laptops, Macs, phones and tablets
- Threat detection on every laptop
- Backup checks
- Firewall and Wi-Fi checks
- Licences nobody is using
Most of it happens on Tuesday nights, so nobody waits for an update at 9am.
Every month
- The one-page report
- A 20-minute call to go through it
- A phishing test (Secure plan)
- Next month's list
In your inbox on the first working day, signed by the engineer who did the work.
Every quarter
- A restore test you check yourself
- An IT plan and budget (CTO-as-a-service)
- Warranty and replacement planning
- A disaster-recovery drill (Secure plan)
Once a quarter we sit with whoever signs the cheques: what to replace, and what to stop paying for.
Prices
One price per person, so your IT bill grows only when your team does. Hardware and Microsoft licences at cost. Month to month after the first three months.
Your first 30 days
Most clients come from another vendor or a part-time IT person. We take over politely, write everything down, and do the noisy work after 7pm.
Start with the health checkDay 0
- Free IT health check45 min
- Scored report on your setupsame day
Week 1
- Fixed per-person quote2 days
- Grant paperwork, if one applieson request
Weeks 2 and 3
- Admin access from your old vendor1 day
- Two-step sign-in, threat detection, backupsafter hours
- Every laptop checked and labelledon site
Day 30
Your first monthly report30 days
Why the report exists
I started Keelgrid in 2014 with one other engineer and a rented bench on Ubi Avenue 1. Most of our first clients had been sold big-company tools and then left alone with them.
The report began as an answer to a client who asked, quite fairly, “What exactly am I paying you for?” Now every client gets one, on the first working day of the month.
We still work the way we did then. Every engineer is employed by us, works from Ubi and is named on your account. If something in your report doesn't make sense, reply and ask. If we got something wrong, it will say so.
Mei Lin OngFounder. Still on the phones on Saturday mornings.
- Rachel GohClient engineer; writes your report
- Daniel TanHelpdesk lead
- Ryan LimThe bench: laptops, phones, repairs
- Arun PillaiNetworks, Wi-Fi and security
- Siti AminahQuotes, contracts and grant paperwork
- 24 of usAll employed by Keelgrid, all in Ubi
Who we look after
About 120 companies of 5 to 150 people. Their names stay private; this is what they do and where.
- Food and logistics. A food distributor in Defu Lane, a freight forwarder in Tuas, a bakery with six outlets, a cold store at Jurong Port.
- Offices. A law practice at Raffles Place, architects in Tanjong Pagar, recruiters in Paya Lebar, accountants two floors down from us.
- Clinics and shops. A dental group with four clinics, opticians with three outlets, a florist in Joo Chiat, a furniture showroom in Kallang.
- Workshops. Precision engineering in Kaki Bukit, a print works in Kallang Bahru, an electrical contractor in Ubi, lift maintenance in Eunos.
“It's the only IT email I read to the end. It fits on one page and it tells me what to approve.”
“Our old vendor sent invoices. Keelgrid sends a list of what they did, with the times.”
Questions
Something else? Call +65 6000 0000 and an engineer will answer it.
How much does managed IT cost for a small company in Singapore?
From S$45 per person per month before GST, for at least five people. Most companies of 10 to 60 people choose Business at S$79, which adds threat detection, tested backups and four hours on site a month. Hardware and Microsoft licences are billed at cost, and the price is fixed after the free health check.
What is in the monthly report?
One page, sent on the first working day of the month and signed by your engineer: updates installed, backups and the latest restore test, every request with its times, devices replaced, security results such as phishing tests, and what we plan for next month. A second page lists every request in full.
How fast do you respond when something breaks?
During office hours the median first reply is about five minutes, from an engineer in our Ubi office rather than a call centre. When hands are needed, we aim to be on site within four hours anywhere in Singapore. Secure plan clients also get a 24/7 urgent line with a 30-minute response.
Do you help with grants or the Cyber Essentials mark?
Yes. We prepare quotations, scopes of work and supporting documents in the format a grant application asks for, and we get your company ready for CSA's Cyber Essentials mark. You stay the applicant and submit it yourself, and we never promise that a grant or a certification will be approved.
Where is our data kept, and how do you handle the PDPA?
Backups sit in Singapore-region cloud data centres wherever the platform allows, encrypted in transit and at rest. Our engineers reach your systems only through logged tools protected by MFA, and we sign a data processing agreement with every client, so your PDPA duties and ours are written down rather than assumed.
Do we have to sign a long contract?
No. Plans run month to month after a three-month start, with 30 days' notice to leave. If you go, we hand over passwords, documents and admin access in good order, because a clean exit is part of the service you paid for, not a favour we do at the end.
Tell us about your office. An engineer, not a salesperson, replies within one working day.
Rather talk first?
Ubi Avenue 1, Singapore. Walk-ins for laptop drop-offs, Monday to Friday.