Managed IT support plans

Below the limit: you pay the full monthly package fee. Foundation with 2 users and 2 computers is $438.90, the same as 5 users and 5 computers. Capacity is an allowance, not a per-person credit.

Above either count: move to the first tier that fits all requirements. Six users or six computers require at least Shield ($768.90/month). Eleven require Command ($1,318.90/month). More than 20 users or computers, more than six recurring technician hours, multiple sites or tenants require a custom Command proposal.

Higher service needs: security and backup oversight require at least Shield; network/cloud administration and recovery planning require Command, even for a smaller team. A larger headcount alone does not describe every environment — we assess complexity before activation.

Occasional extra time: we flag the remaining allowance and agree a separate top-up or project quote before extra work starts. Recurring extra workload prompts a plan review. No automatic surcharge, upgrade or subscription is created by this page; changes are agreed in writing with an effective date.

A supported user is a named person whose account or everyday IT we support. A managed computer is one enrolled, supported laptop or desktop. Shared computers count individually. A person with two computers counts as one user and two computers. Phones, tablets, servers, virtual machines and specialist equipment are separately assessed; they are not silently included in the computer allowance.

For education, supported staff and student accounts count as users; every managed shared classroom computer counts as a device. For trade, count your own supported team and equipment. Your clients’ installations and project sites are separate work. Home customers use the same counting rules.

The 2 / 4 / 6-hour allowance covers technician-led remote support, manual maintenance, alert investigation, reviews, vendor liaison and agreed restore checks. Automated monitoring and scheduled operating-system patching do not consume that pool. Technician work is recorded in 15-minute increments, shared across your covered environment. Unused hours expire each month; they do not roll over or become a cash credit.

We need an agreed inventory within the plan limits, working internet, supported operating systems, authorised remote access and permission to install management tools. Existing accounts, policies, backup systems and tenant access must be ready for the services selected. MFA and suitable licensed security are required for supported business accounts and endpoints.

Missing prerequisites do not silently increase the monthly package fee. We identify remediation, enrolment, tenant setup or migration and quote that one-off work before activation. Unsupported equipment, active compromise, complex servers or regulated/compliance workloads need a tailored scope.

Support is scheduled during agreed weekday service hours. Your proposal states the actual service window, escalation process and response targets. Monitoring is not a staffed 24/7 help desk; response targets are not guaranteed resolution times.

The fee covers the listed service labour and routine monitoring platform. Microsoft 365 / Google Workspace, endpoint protection, MDM and backup subscriptions, backup storage, hardware, onboarding/remediation, migrations, cabling, materials, site attendance, travel, parking, after-hours work and incident recovery are separately itemised unless your written agreement expressly includes them.

Shield’s backup health checks need an existing configured backup solution; Command’s agreed restore checks do not include unlimited recovery labour or a replacement backup platform. No compliance certification, unlimited help desk or guaranteed recovery outcome is implied.

Billing, renewal, cancellation and any vendor commitments are stated before activation. Existing customers keep their written agreement until a change is agreed.

Prepaid hours must be used within 12 months from invoice date; unused hours expire. Each block has its own expiry, which is not extended by topping up. Prepaid hours buy technician time for work you request; proactive monitoring and scheduled maintenance are not automatically included. Managed care combines ongoing monitoring and scheduled OS patching with a defined monthly technician pool and capacity limits. Extra projects, licences and on-site work still need an agreed scope and price.