About Cousin IT: a documentation-led managed service provider
Mission and scope
Cousin IT exists to deliver managed IT services and remote IT assistance to families and small teams who need reliable, transparent technology support without the overhead of traditional enterprise contracts. We operate internationally, serving clients across time zones with a remote-first approach that prioritizes clear communication, thorough documentation, and respect for user autonomy.
Our niche is deliberate: we focus on IT support for families managing multiple devices, home networks, and shared cloud accounts, as well as small teams—freelancers, micro-businesses, and distributed groups—who require professional-grade technology support services but lack dedicated in-house IT staff. We bridge the gap between consumer tech support and enterprise managed services, offering the rigour of the latter with the accessibility and empathy of the former.
We set clear boundaries. Cousin IT does not provide emergency on-site hardware repair, legal advice, or compliance certification. We do not take control of your systems without explicit consent, and we document every change, every access session, and every recommendation so you retain full visibility and ownership. Our role is to assist, advise, and maintain—not to replace your decision-making authority.
International availability means we work asynchronously when needed, maintain detailed ticket histories, and use secure, platform-agnostic tools that respect privacy and data sovereignty. Whether you are in London, Sydney, Toronto, or anywhere with internet access, our remote IT assistance model ensures continuity and consistency. See service overview for a detailed breakdown of what we manage, or read common questions to understand how our help desk operates day-to-day.
Operating principles: clarity, consent, continuity
"Every action we take on your systems is documented, every change is explained, and every recommendation is yours to accept or decline. Technology support should empower, not obscure."
This principle guides every engagement. Cousin IT operates on three pillars: clarity, consent, and continuity.
Clarity through documentation
We produce and maintain runbooks, device inventories, network diagrams, and change logs for every client. You receive plain-language summaries of what was done, why it was necessary, and what to expect next. Our IT consulting approach treats documentation as a first-class deliverable, not an afterthought. When you work with Cousin IT, you build an institutional memory of your technology environment that survives staff turnover, device replacements, and service transitions.
Consent and least-privilege access
We never assume standing access to your systems. Every remote session is initiated with your knowledge, logged, and terminated when complete. We apply least-privilege principles: our tools and accounts have only the permissions required for the task at hand. Multi-factor authentication (MFA) is mandatory for any administrative access. This is not just good practice—it is a core ethical commitment that aligns with recognised cybersecurity solutions frameworks.
Continuity through proactive maintenance
Reactive technology troubleshooting is necessary, but insufficient. Cousin IT emphasises proactive IT maintenance plans: regular patching, monitoring for anomalies, capacity planning, and periodic security reviews. Continuity means your systems remain stable and predictable, reducing the frequency and severity of incidents. It means we catch problems before they become emergencies.
Capabilities table: what we do and what we document
The following table outlines our core capability areas, the documentation and deliverables you receive, why each matters, and how often we review and update that work with you.
| Capability | Typical deliverables | Why it matters | Review cadence |
|---|---|---|---|
| Help desk and remote support | Ticket summaries, session logs, resolution guides, escalation paths | Ensures every request is tracked, resolved, and documented for future reference and accountability | Per-incident and monthly summary |
| Patch and update management | Patch schedules, testing notes, rollback procedures, version inventories | Keeps systems secure and stable; reduces exposure to known vulnerabilities and compatibility issues | Weekly monitoring, monthly reporting |
| Network management services | Network diagrams, device inventories, configuration backups, performance baselines | Provides visibility into your infrastructure; simplifies troubleshooting and capacity planning | Quarterly review, ad-hoc for changes |
| Cloud computing support | Access policies, sync configurations, backup verification logs, cost summaries | Ensures data availability, controlled sharing, and cost transparency across cloud services | Monthly review, quarterly audit |
| Cybersecurity solutions | Security posture assessments, MFA rollout plans, incident response runbooks, user training materials | Reduces risk of data breaches, ransomware, and account compromise; aligns with recognised standards | Quarterly assessment, annual deep review |
Each capability is delivered as a managed service provider engagement: we handle the day-to-day execution, you retain oversight and decision authority. Our network management services, cloud computing support, and cybersecurity solutions are designed to integrate seamlessly, providing a cohesive technology environment rather than a patchwork of disconnected tools.
Privacy, safety, and responsible support
Cousin IT treats every client system as if it were our own family's infrastructure. We apply defence-in-depth principles: least-privilege access, mandatory MFA, encrypted communications, and comprehensive logging. We do not install monitoring software without explicit consent, and we do not retain access credentials beyond the duration of an authorised session.
Our approach to cybersecurity solutions is informed by recognised frameworks and guidance, including the NIST SP 800-63 Digital Identity Guidelines, which provide evidence-based recommendations for authentication and identity management. We also monitor evolving threats and best practices through resources such as the ENISA cybersecurity topics portal, ensuring our methods remain current and internationally relevant.
We log every administrative action and provide those logs to you on request. We apply the principle of least surprise: no silent changes, no undocumented access, no assumptions about what you "probably want." If a security measure will inconvenience users, we explain the trade-off and help you decide whether the protection justifies the friction.
Privacy is not negotiable. We do not sell client data, we do not use your systems for any purpose other than the agreed service delivery, and we comply with data protection expectations appropriate to your jurisdiction. Our IT infrastructure management practices are designed to be auditable, transparent, and aligned with the principle that you own your data and your systems—we are merely trusted stewards.
How to work with Cousin IT
Engagements begin with an intake conversation and a structured inventory of your devices, accounts, and current pain points. We document your priorities, establish communication preferences, and agree on service boundaries. From there, we implement monitoring, establish baseline security hygiene (MFA, patching, backups), and begin proactive maintenance cycles.
Ongoing managed IT services include regular check-ins, monthly summary reports, and quarterly reviews of your technology environment. Our IT consulting is not a one-time project—it is a sustained partnership that adapts as your needs evolve. When you add new devices, expand your team, or adopt new cloud services, we update documentation and adjust monitoring to match.
Our IT help desk is available via email, ticketing system, and scheduled video calls. We aim for same-business-day acknowledgment of requests and transparent communication about resolution timelines. For detailed answers to common questions about response times, escalation paths, and service scope, please visit our IT help desk and cybersecurity FAQ.
If you are ready to explore how Cousin IT can support your family or small team, return to our service scope and managed IT services overview to learn more about coverage options, or reach out directly to begin a conversation. We are here to help you build a stable, secure, and well-documented technology environment—one that works for you, not against you.