What IT Support Do Manufacturing Companies Actually Need (and What’s Included)?

May 12, 2026
1:30 pm
10 Minute
Giles Cleverley

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Manufacturing companies with 10–100 employees in the UK typically require 5–7 core IT support functions to operate efficiently and avoid costly downtime. These include 24/7 monitoring, cyber security protection, backup and disaster recovery, network management, user support, and production system support (e.g. ERP/MRP systems).

For most manufacturers, IT support costs range from £75 to £150 per user/month, depending on security requirements and response times. Without these systems in place, even 1 hour of downtime can cost £1,000–£10,000+ in lost production. Below is a clear framework of what should be included—and what to expect from a reliable IT provider.

1.Core IT Support (Helpdesk + Onsite Response Framework)

What should be included:

Unlimited remote helpdesk support (email, phone, ticketing)
Onsite support availability for critical issues (within [X hours SLA])
Device troubleshooting (PCs, shop floor terminals, printers)
User onboarding/offboarding

What manufacturing businesses should expect:

Response times: [15–60 minutes for critical issues]
Resolution targets: [Same-day for most issues]
Support coverage: [Business hours vs 24/7]

Why it matters:
Production delays often start with “small IT issues” that escalate quickly.

2.Cyber Security Protection (Manufacturing-Specific Threat Layers)

What should be included:

Endpoint protection (antivirus + EDR)
Email security & phishing protection
Multi-factor authentication (MFA)
Firewall & network security
Cyber awareness training & testing

Manufacturing-specific risks:

Ransomware shutting down production lines
Legacy machines connected to insecure networks
Supplier/vendor email compromise

Benchmarks to include:

99% of attacks stopped: [99%]
Patch compliance: [99.9% within 14 days]

3. Backup & Disaster Recovery (Downtime Prevention Framework)

What should be included:

Automated daily backups (servers + critical data)
Offsite/cloud backup storage
Raw Backup’s with air gap
Disaster recovery planning
Regular backup testing

Key metrics:

Recovery Time Objective (RTO): sub 4 hours (target)
Recovery Point Objective (RPO): under 4 hours

Why this is critical for manufacturing:
Even a single day of downtime can halt production schedules and impact supply chains.

4. Network & Infrastructure Management (Factory + Office Systems)

What should be included:

Network monitoring (24/7)
Wi-Fi and connectivity across factory floors
Server and cloud infrastructure management
VPNs for remote access

Manufacturing-specific considerations:

Stable connectivity for machinery and IoT devices
Segmentation between office IT and production systems
Performance optimisation for ERP/MRP systems

Performance benchmarks:

Network uptime: [99.9%+]
Issue detection time: [15 minutes]

Is Your Network Protected Against Personal Devices?

We understand legacy systems face significant challenges in ensuring their networks remain secure, especially with the increased use of personal devices by employees.

That’s why Syn-Star has created this comprehensive guide to help you keep your business secure.

5. Strategic IT Support (vCIO + Planning Framework)

What should be included:

IT roadmap aligned with business growth
Budget planning and cost control
Technology recommendations (future proofing & automation)
Quarterly business reviews
Monthly technology alignment and compliance

What most MSPs don’t include (but should):

Manufacturing-specific IT strategy
Guidance on scaling production systems
ROI tracking on IT investments

6. Compliance & Industry Requirements (UK Manufacturing Standards)

What should be included:

GDPR compliance support
Cyber Essentials / Cyber Essentials Plus guidance
Data protection policies
Audit preparation

Optional (depending on client):

ISO 27001 alignment
Supply chain security requirements

Find out more about:

Giles Cleverley

Giles Cleverley founded Syn-Star in 2002 shortly after graduating from Portsmouth university with an honours degree in Business & Economics.
His extensive knowledge and experience in IT strategy and business technology solutions. He is passionate about driving innovation and delivering tailored IT support that helps UK small and medium size businesses thrive. Under his leadership, Syn-Star continues to provide cutting-edge managed IT services designed to meet the evolving needs of modern organisations.

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