Support plans and response times
One price per person per month. The plan sets how fast an engineer responds to each priority and what is included.
Response times by priority
The time from your call or email to an engineer working on the problem. The priority comes from the matrix: who it affects and how badly.
Priority
Help desk
Managed
Managed plus
P1
Work has stopped for everyone
1 hour
15 min
15 min
P2
A team stopped, or everyone slowed
4 hours
1 hour
30 min
P3
One person stopped, or a team slowed
Next day
4 hours
2 hours
P4
It can wait
2 days
Next day
Next day
Response times in office hours, Monday to Friday 08:00–18:00 (sample). On Managed and Managed plus the P1 line is answered 24/7.
What each plan includes
Every plan covers every device the person uses: laptop, phone and tablet.
Per user, per month
Help desk
$39 per user
Managed
$79 per user
Managed plus
$109 per user
Phone, email and remote help
Mon–Fri 08:00–18:00
Mon–Fri 08:00–18:00
Mon–Fri 08:00–18:00
P1 line out of hours
Not included
24/7
24/7
On-site visits
$95 an hour
Included
Included
Updates and antivirus on every device
Included
Included
Included
Microsoft 365 backup
Not included
Included
Included
Security monitoring and phishing tests
Not included
Not included
Included
IT review with a written plan
Once a year
Twice a year
Every quarter
Example prices. Minimum five users.
Quoted separately
Projects and hardware are not in the monthly price. You get a written quote first, and nothing is ordered without your yes.
New laptops and screens
At cost + 8%
Office moves and new floors
Quote
Network cabling and Wi-Fi
Quote
Work for staff at home
Remote help included
Book a free IT review
An engineer spends an hour with you and your setup, then sends a short written list: what is fine, what is at risk and what it would cost to fix.