IT Support Packages

What?

Network infrastructure only.
Excludes:

• Server monitoring
• Computer monitoring
• Storage device monitoring
• Hardware warranty/parts

Why?

We believe that network monitoring and maintenance is an important part of any support package.

What?

Onboarding includes the installation of software required to provide the services.

A health check ensures that all systems are in a good state to be able to support effectively.

Onboarding and health check services are provided with all contracts of 12+ months.

Remediation work excluded. The fixing of any issues found may need to be quoted for.

Why?

The installation of our support software ensures that we’re able to monitor and protect your business around the clock and alert us to problems, often before you will even know. In some situations, our tools are even able to automatically fix some issues.

A full systems health check is important to ensure that you don’t have any issues before we take over supporting your business.

What?

Uptime monitoring of broadband connections to ensure we’re immediately alerted to connectivity problems, should they occur.

Static IP WAN connections only. 

Why?

Avoid downtime to your internet connection.

What?

Antivirus is essential to help keep your business protected.

Why?

Not all antivirus solutions available meet the high standards we believe our customers require.  

 Single licence per contracted user. 

What?

Installation of RMM agent on all supported user devices.

Why?

Provides automated 24/7 monitoring and alerting, automated software patching (in line with agreed patching schedules) and remote access by authorised technical support engineer.  

One agent per contracted user. 

What?

Support of a number of standard servers* (as shown).

RMM agent to be installed on applicable number of supported devices to provide: 24/7 monitoring and alerting. Software patching in line with agreed patching schedules and remote access by authorised technical support engineer.

Why?

Our server monitoring software ensures that we’re able to monitor and protect your business and alert us to problems, often before you will even know. In some situations, our tools are even able to automatically fix some issues.

Selected packages only.

*Standard servers include: File server, domain controller, printer server, Linux web server; not included: Database server, Exchange server, virtualisation host (advanced servers).

Monitoring of advanced servers is available at additional cost (see upgrades).

What?

Access to our talented technical support team is provided remotely between the hours of 7:30 and 17:30, Monday to Friday. Excludes weekends and bank holidays.

Why?

We want you to have access to the talented and enthusiastic technical support engineering team.

What?

Selected packages include a number of onsite visits* per month (as shown).

Why?

Whilst the majority of issues can be resolved remotely, sometimes a site visit is required. Or you may need us to attend to install something new.

We’re here to help with site visits delivered by our professional engineers.

*Price includes visits to sites within 20 miles of BS1, for up to 4 hrs. Onsite support can be provided between the hours of 7:30 and 17:30, Monday to Friday.  Excludes weekends and bank holidays.

What?

To ensure your domain name doesn’t lapse or get registered by competitors, we can proactively review the registration status and/or add additional domain registration years as required. 

Why?

A domain name is key piece of intellectual property that represents your company’s brand online.

What?

A regular, customer-specific report for all devices showing the overall system health, individual device status along with any issues, individual fixes/patches/remediation applied, and trends (account management advice may attract additional costs).

Why?

Ensure that your key stakeholders are aware of trends, plus rest assured your system is in safe hands. This provides an insight into how we’ve got your back on an ongoing basis.

What?

Regular quarterly meetings with the Customer Service Manager to help get the best value from the service. 

Why?

Recognising our commitment to ongoing high levels of customer service, the quarterly account management review is an opportunity to proactively recognise areas we can deliver more, plus tune the service to continue to meet or exceed customer expectations.

What?

A regular, planned meeting with a member of the account management team to proactively discuss IT management/strategy.

Helping you to use IT to become more efficient, account management is the bridge between our technical team and your organisation.

Why?

An added element of customer care showing our commitment to a long term partnership.

What?

Automatically scan, filter and resolve threats to reduce spam, eliminate viruses and make email more efficient. One licence included, per contracted user. 

Why?

Many cyber attacks start with an email and mitigating this helps improve security.  

Improve continuity by reducing mail systems downtime. 

What?

Centrally managed email signatures/footers automatically added to outbound email ensuring that the same formats are used across your business. One licence included, per contracted user. 

Why?

Maintain a consistent corporate identity, reduce information risks by having disclaimers applied, and help maintain compliance.

What?

A centrally managed, secure, and convenient place to store critical online credentials for users, without compromising security. One licence included, per contracted user. 

Why?

Can help you avoid being locked out if key staff leave/lose access.

What?

Full, automatic remote cloud backup of critical Microsoft 365 data (ie Email, sharepoint and files) to a secure data centre independently of your Microsoft 365 subscription as Microsoft does not backup your data. Maximum of one licence included, per contracted user. 

Why?

Helps protect you from data loss.

What?

Enterprise-class identity and information protection add-on for Microsoft 365 (one per client). A single administrative subscription for us to use to provide you with enhanced security.

Why?

Enables us to proactively review, manage and respond to issues on the Microsoft Platform.  

What?

A visit from a senior member of the technical team at pre-arranged intervals during your contract to proactively deal with planned or existing matters.

Why?

Provides a close liaison with key IT stakeholders.

What?

Out of hours response to reported issues provided with an SLA (rather than ‘reasonable endeavours’). Please note that the support time spent will be separately charged.

Why?

Your business infrastructure doesn’t sleep and your systems run 24×7.

We recognise that when you need help out of hours it’s likely to require a critical response.