Our Service Plans
We’ve worked with all kinds of organisations & we understand how important it is to find the right solution to meet the right needs.
Our standard service plans are designed to meet the IT needs of most SME businesses. They are designed with one goal in mind: reliability and maximum system uptime.
Choose from our of our standard service plans or talk to us to tailor solution that meet your specific needs.
| MONITOR | Our most basic plan, provides 24/7 proactive system monitoring. Insures your business against potential data loss, downtime & last minute IT emergencies. Suits companies who: Have light IT demands, with internal people who can fix basic issues themselves |
| BRONZE | Provides all the benefits of MONITOR plus software patching, system fine tuning & 15-minute Quick Fixes for maintenance issues detected. Suits companies who: Are quite small with minimal IT requirements & internal knowledge to handle most IT issues but still want someone else to look after their server. |
| SILVER | Provides all the benefits of BRONZE plus unlimited remote helpdesk support, unlimited proactive fixes & maintenance fixes, guaranteed 30 minute response, discounts on various IT equipment and software. Suits companies who: Have moderate IT demands and don’t want to worry about their IT at all. |
| GOLD | Provides all the benefits of SILVER plus unlimited onsite support, physical server maintenance, 99.9% system uptime guaranteed, complimentary initial audit, strategic technology planning and additional discounts on various IT equipment and software. Suits companies who: Rely heavily on their IT systems and don’t want to worry about their IT at all. |
| PLATINUM | Provides all the benefits of GOLD plus after hours priority support, emergency loan equipment, Advanced Network Security Audit, Full Disaster Recovery and Continuity Planning Services, Virtual CIO Services, Spam Management and Antivirus Protection, discounted managed cloud services and much more. Suits companies who: Have a high dependency on their IT systems, with continuous operations including weekends. Absolutely cannot afford even 5 minutes of downtime. |
Service Plans Overview
| MONITOR | BRONZE | SILVER | GOLD | PLATINUM | |
|---|---|---|---|---|---|
Summary Of Key Benefits | |||||
Proactive System Monitoring | ✔ | ✔ | ✔ | ✔ | ✔ |
All your day to day support needs covered (Remotely) | optional | optional | ✔ | ✔ | ✔ |
Onsite support for any issues that can't be fixed remotely | optional | optional | optional | ✔ | ✔ |
Emergency Loan Equipment (Server, Workstation, Router, Internet) | optional | optional | optional | optional | ✔ |
30 Minute Emergency Response Guaranteed | ✔ | ✔ | ✔ | ||
Priority Response & Support | ✔ | ✔ | ✔ | ||
30-Day FREE Trial included | ✔ | ✔ | ✔ | ✔ | ✔ |
Full Overview Of Plan Inclusions | |||||
| SUPPORT LEVEL REQUIRED | |||||
| Complete priority support (Fully managed) | ✔ | ✔ | ✔ | ||
| Complements existing internal staff who have sufficient IT knowledge | ✔ | ✔ | |||
| IT SUPPORT | |||||
| Remote Helpdesk Support | optional | optional | ✔ | ✔ | ✔ |
| Onsite Support | optional | optional | optional | ✔ | ✔ |
| Emergency Onsite Support | optional | optional | optional | ✔ | ✔ |
| Remote Support of Servers & Network Resources | optional | optional | ✔ | ✔ | ✔ |
| Standard After Hour Support | optional | optional | |||
| After Hour Priority Support | optional | optional | ✔ | ||
| Line of Business Application Support | optional | optional | ✔ | ✔ | ✔ |
| iPhone, BlackBerry, Android, Windows Phone Support | optional | optional | ✔ | ✔ | ✔ |
| Voice Over IP (VOIP) Phone System Support | optional | optional | ✔ | ✔ | ✔ |
| Network Printer & Scanner Support | optional | optional | ✔ | ✔ | ✔ |
| Support for multiple office locations | optional | optional | ✔ | ✔ | ✔ |
| Regular Scheduled Onsite Visits | optional | optional | optional | ✔ | ✔ |
| NETWORK & INFRASTRUCTURE MANAGEMENT | |||||
| Management of Network Devices: Firewalls, Routers, NAS, SAN, Managed switch and Network Security Appliances | ✔ | ✔ | ✔ | ✔ | ✔ |
| Network Printer & Scanner Management | ✔ | ✔ | ✔ | ✔ | ✔ |
| Microsoft Updates & Patch Management | ✔ | ✔ | ✔ | ✔ | |
| PREVENTATIVE MONITORING | |||||
| 24/7 Critical Uptime & Health Monitoring of Servers | ✔ | ✔ | ✔ | ✔ | ✔ |
| 24/7 Monitoring of Workstations and Laptops | ✔ | ✔ | ✔ | ||
| Network Resource Monitoring | ✔ | ✔ | ✔ | ✔ | ✔ |
| WAN/Internet Connectivity Monitoring | optional | optional | ✔ | ✔ | ✔ |
| Router/Firewall/UTM Updates & Monitoring | optional | optional | ✔ | ✔ | |
| System Log Checkup & Monitoring | ✔ | ✔ | |||
| PREVENTATIVE MAINTENANCE | |||||
| Proactive Quick-Fixes (Limited to 15 Minutes) | ✔ | ||||
| Unlimited Proactive Fixes | ✔ | ✔ | ✔ | ||
| Proactive Maintenance (Business Hours) | ✔ | ✔ | ✔ | ✔ | |
| Proactive Maintenance (After Hours) | optional | optional | optional | optional | ✔ |
| Yearly Physical Onsite Maintenance (Servers) | optional | optional | optional | ✔ | ✔ |
| Full preventative fixes to Servers (Onsite) | optional | optional | ✔ | ✔ | |
| Full preventative fixes to Servers (Remote Only) | optional | ✔ | ✔ | ✔ | |
| Automated Proactive Fixes (Servers) | optional | ✔ | ✔ | ✔ | ✔ |
| Automated Proactive Fixes (Workstations) | optional | ✔ | ✔ | ✔ | |
| Continuous fine-tuning & software patches (Servers) | optional | optional | ✔ | ✔ | ✔ |
| Continuous fine-tuning & software patches (Workstations) | optional | ✔ | ✔ | ✔ | |
| Monthly Server HealthCheck | optional | ✔ | ✔ | ||
| Quarterly Server HealthCheck | ✔ | ✔ | |||
| Managed OS Patching (Servers) | optional | ✔ | ✔ | ✔ | ✔ |
| Managed OS Patching (Workstations) | optional | optional | ✔ | ✔ | ✔ |
| WAN/Internet Connectivity Maintenance | optional | optional | ✔ | ✔ | ✔ |
| Router/Firewall/UTM Maintenance | optional | optional | ✔ | ✔ | |
| YOUR ACCOUNT | |||||
| Assigned Dedicated IT Manager | ✔ | ✔ | ✔ | ✔ | ✔ |
| Assigned Dedicated Team of 2-3 IT Engineers | ✔ | ✔ | ✔ | ✔ | ✔ |
| Online access to your account any time | ✔ | ✔ | ✔ | ✔ | ✔ |
| Submit support requests easily from desktop | ✔ | ✔ | ✔ | ✔ | ✔ |
| Track ticket status from start to finish | ✔ | ✔ | ✔ | ✔ | ✔ |
| SMART TRANSITION | |||||
| 30-Day FREE Trial Included | ✔ | ✔ | ✔ | ✔ | ✔ |
| Assigned Dedicated Onboarding Senior Engineer | ✔ | ✔ | ✔ | ✔ | ✔ |
| Initial System Audit & Healthcheck | optional | optional | optional | ✔ | ✔ |
| Identifying any critical/important issues | optional | optional | optional | ✔ | ✔ |
| Fixing up any critical/important issues | optional | optional | optional | optional | optional |
| Recommending potential system improvements | optional | optional | optional | ✔ | ✔ |
| Applying any recommended improvements | optional | optional | optional | optional | optional |
| Locking down potential security loop holes | optional | optional | optional | optional | optional |
| Removing access by Previous Provider | ✔ | ✔ | ✔ | ✔ | ✔ |
| Email & Video sent to all staff showing how to submit support request | ✔ | ✔ | ✔ | ✔ | ✔ |
| SERVICE GUARANTEES | |||||
| 30 Minute Emergency Response Guaranteed | ✔ | ✔ | ✔ | ||
| 99.9% System Uptime Guaranteed | ✔ | ✔ | |||
| Priority Ticket Escalation Guaranteed | ✔ | ✔ | |||
| Compensation for breach of Service Level Agreement | ✔ | ✔ | ✔ | ||
| REPORTING | |||||
| Monthly Server HealthCheck Report | ✔ | ✔ | |||
| Quarterly Server HealthCheck Report | ✔ | ✔ | |||
| IT SECURITY | |||||
| Vulnerability Scanning | optional | optional | optional | optional | ✔ |
| Free Spyware / Malware Removal Software | optional | optional | optional | optional | ✔ |
| Firewall Management & Monitoring | optional | optional | optional | optional | ✔ |
| Spam Management and Antivirus Protection | optional | optional | optional | optional | ✔ |
| Advanced Network Security Audit | optional | optional | optional | optional | ✔ |
| DATA BACKUP, DISASTER RECOVERY & BUSINESS CONTINUITY | |||||
| Daily Backup System Monitoring | ✔ | ✔ | ✔ | ✔ | |
| Monthly Test Restore Data Integrity Checkup | optional | ✔ | ✔ | ✔ | |
| Limited backup fixes applied remotely – First 15 minutes free | ✔ | ||||
| Full backup fixes applied remotely | optional | ✔ | ✔ | ✔ | |
| Notification of Backup Failure | ✔ | ||||
| Remote Data Backup & Restore | optional | optional | optional | optional | ✔ |
| Unlimited Backup Management & Support | ✔ | ✔ | ✔ | ||
| Full Disaster Recovery and Continuity Planning Services | optional | optional | optional | optional | ✔ |
| Yearly Disaster Recovery Simulation | optional | optional | optional | optional | ✔ |
| EQUIPMENT DISPOSAL | |||||
| Secure Disposal of Workstation | optional | optional | optional | ✔ | ✔ |
| Secure Disposal of Server | optional | optional | optional | ✔ | ✔ |
| Unsecured Equipment Disposal | optional | optional | ✔ | ✔ | ✔ |
| IT PLANNING & CONSULTANCY | |||||
| Strategic Technology Planning Services | optional | optional | optional | ✔ | ✔ |
| Virtual CIO Services | optional | optional | optional | optional | ✔ |
| EMERGENCY EQUIPMENT & SERVICES | |||||
| Emergency Loan Server | optional | optional | optional | optional | ✔ |
| Emergency Loan Workstation | optional | optional | optional | optional | ✔ |
| Emergency Loan Router | optional | optional | optional | optional | ✔ |
| Emergency Internet Connection | optional | optional | optional | optional | ✔ |
| Emergency Email Availability | optional | optional | optional | optional | ✔ |
| DISCOUNTED EQUIPMENT & THIRD PARTY SERVICES | |||||
| Cost Effective Equipment Procurement | ✔ | ✔ | ✔ | ✔ | ✔ |
| Managed Cloud Services | optional | optional | optional | optional | ✔ |
| Hosted Exchange (Email Services) | optional | optional | optional | optional | ✔ |
| Office365 | optional | optional | optional | optional | ✔ |
| Cloud-FS (Cloud File Sharing Services) | optional | optional | optional | ||
| PROJECT SERVICES | |||||
| Fixed-cost install new workstations | ✔ | ✔ | ✔ | ||
| Fixed-cost rebuild existing workstations | ✔ | ✔ | ✔ | ||
| Fixed cost option for Major IT Projects | ✔ | ✔ | |||
| Discounts on Projects & Operations | ✔ | ✔ | ✔ | ||
| Minor Project Work – Limited to 2 hours (free of charge) | ✔ | ✔ | |||
| OTHER SERVICES | |||||
| Basic Website Updates or Maintenance | optional | optional | optional | optional | ✔ |
| Maintenance and creation of Global Email Signature | optional | optional | optional | optional | ✔ |
| Vendor Management | ✔ | ✔ | ✔ | ✔ | ✔ |
| Internet & Website Hosting Services | optional | optional | optional | optional | ✔ |
| Website Management Services | optional | optional | optional | optional | ✔ |
Find out more about our Response Time Targets
Get A Full IT System Assessment
All our services are underpinned by our 100% Service Level Guarantee, so the onus is on us to perform and provide you with better service and support for a lower total cost. If we don’t perform well, it’s us who pays, not you!
- 99.9% Guaranteed system uptime
- Fast, 15-minute response
- All your IT needs under one roof
