Farrer & Co LLP, founded in 1701 and headquartered in London, is one of the UK’s most respected law firms, providing legal expertise across private wealth, corporate services, financial institutions, education, and the not-for-profit sector. With a client base spanning individuals, families, global businesses, and charitable organisations, the firm combines centuries of heritage with modern legal innovation. Recognised in The Times Best Law Firms 2025 and ranked among the Top 75 employers in the Social Mobility Employer Index, Farrer & Co is known for its integrity, strong client partnerships, and commercially focused advice.

For several years, Farrer & Co has partnered with Bytes to strengthen both their IT infrastructure and cyber resilience. In 2024, the firm became an early adopter of Bytes Enhanced Support, recognising the importance of robust, SLA-backed technical assistance across their Microsoft estate. After a highly successful first year, during which Bytes delivered exceptional SLA performance, Farrer & Co renewed their agreement for a further 12 months, demonstrating continued trust in Bytes as a strategic IT support partner.

As a forward-thinking firm with over 630 technology users, Farrer & Co required a support model that aligned with the evolving complexity of their Microsoft cloud environment. 

Their internal IT function needed:

• 24x7x365 coverage for critical break-fix incidents
• Proactive governance and reporting to maintain operational resilience
• Fast-track escalation routes to Microsoft for complex technical issues
• Assurance that downtime and disruption would be kept to an absolute minimum

The firm sought a partner capable of providing not just technical support, but also strategic oversight and continuity.

Before proposing a solution, Bytes worked closely with Farrer & Co to fully understand the firm’s unique requirements and operational pressures. Through detailed consultations and collaborative workshops, Bytes identified the critical pain points: the firm’s reliance on a complex Microsoft cloud environment, the need for continuous uptime, and the desire for strategic oversight alongside technical support.

Rather than delivering a generic support package, Bytes took a consultative approach, listening carefully to Farrer & Co’s internal IT team, evaluating their existing processes, and pinpointing areas where enhanced support could make the most impact. This customer-focused process led to the decision to adopt Bytes’ Enhanced Support model, a tailored service that combined 24x7 SLA-backed assistance, proactive governance, and fast-track escalation routes to Microsoft.

By selecting the Enhanced Support model, Farrer & Co ensured that the solution would not only address immediate technical challenges but also strengthen long-term IT resilience, governance, and operational confidence. This approach provided a strategic, customer-centric solution that aligned perfectly with the firm’s evolving technology needs.

Bytes Enhanced Support – A Comprehensive Microsoft Support Model
Bytes Enhanced Support is a premium service designed to give organisations complete confidence in the performance, stability, and governance of their Microsoft environments, including: M365, Azure, and Dynamics 365.

Key Features:

• 24x7x365 break-fix support with SLA-backed response and resolution times
• Unlimited incidents, including proactive service reporting and quarterly governance reviews
• Root cause analysis and vendor escalation for complex or critical incidents
• UK-based first, second-line support & third-line support, complemented by global follow-the-sun capability for out-of-hours coverage

This enhanced model ensures that customers like Farrer & Co maintain operational resilience, minimise downtime, and benefit from deep technical expertise backed by robust SLAs.
 

During their first year with Bytes Enhanced Support, Farrer & Co saw clear, measurable benefits:

• 100% response SLA achieved
• 100% resolution SLA met
• Majority of incidents resolved in-house by Bytes without needing escalation to Microsoft. Typically Bytes resolves 94% tickets internally through our inhouse engineers
• Strengthened IT governance through structured reporting and escalation paths

The firm’s decision to renew the Enhanced Support contract for an additional year highlights the value delivered and their continued confidence in Bytes as a strategic IT partner.

Next Steps?
If you would like to discuss Bytes Microsoft Support Services with us, feel free to reach out to your dedicated Bytes Account Manager, or contact our team via via [email protected]