All our service plans offer access to: our Help Desk 8:30am to 6:00pm Monday to Friday, 2 hour attempted remote fix or workaround for critical issues and 4 hour for all other requests, a dedicated business manager to deliver quarterly usage and service reviews, and detailed ticketing information and usage reports.
All our agreements are suitable for the smallest or largest of businesses as they are flexible to accommodate the usage requirements of each individual client.
Managed Agreement
Our most popular and complete offering, ideal for businesses with or without an internal IT resource, this agreement provides a complete suite of managed services, unrestricted access to our help desk and senior technical team as required. Dedicated technical resources and business manager all for an inclusive monthly fee, tailored to meet the clients’ individual usage requirements.
Included is our Monitoring Protection Service to protect users, monitor client devices and servers to keep the network as safe and up to date as possible.
Scheduled maintenance, technical and management reviews combine to ensure we deliver a completely proactive service.
Proactive Services: Included
Term: On going, 90 day cancellation
MPS Service: Included
24×7: Optional
Payment: Monthly Fee
PrePay Managed Agreement
Identical to our Managed Agreement, but paid with a smaller monthly fee and pre-purchased blocks of hours. All pre planned proactive services, including Monitoring and Protection Service are paid for with a monthly fee. All reactive support is then deducted from the pre-purchased hours.
Proactive Services: Included
Term: On going, 30 day cancellation
MPS Service: Included
24×7: Optional
Payment: Small Monthly Fee + Pre Purchase of hours
IT Manager Agreement
Designed to support existing IT managers and teams, this agreement works to supplement the customer’s existing IT resources, either on a continual basis or during busy periods, holidays or sick leave. Providing direct access to our senior-level 2nd Line of support, it’s a targeted professional package for businesses seeking additional specialist IT support on demand.
The agreement provides access to all of our services should the customer wish to take them. Including our Monitoring and Protection Service to protect users, monitor client devices and servers, and planned maintenance visits should the internal resource wish to outsource these tasks. Hardware and software renewal service, 24×7 support and emergency response escalation are all available as options. All paid with a monthly fee and pre-purchased blocks of hours.
Proactive Services: Optional
Term: On going, 30 day cancellation
MPS Service: Optional
24×7: Optional
Payment: Small Monthly Fee + Pre Purchase of hours
Prepay
For clients not looking for a proactive service, but need the certainty that they can call upon support when needed, the PrePay Agreement offers access to the Help Desk and senior technical team as required for the minimum financial commitment. Customers still receive a Business Manager and management reviews but do not benefit from the dedicated technical team offered in our other agreements.
Best suited to compliment customers’ internal IT resources that already perform regular maintenance service and technical reviews and who are looking for predominately 1st line support which can be escalated if required.
Customers who add the Monitoring and Protection Service to protect users, monitor client devices and servers, will benefit from quicker resolution times. More information on this service is available here… (Link To MPS)
Our 24×7 service is not available for the PrePay agreement. Clients looking for a more proactive and complete solution but prefer to purchase hours in blocks of time should consider our Managed PrePay Agreement.
Proactive Services: Not available
Term: On going, 7 day cancellation
MPS Service: Optional
24×7: Not available
Payment: Pre Purchase of hours
