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IT/SUP — Support plans
Someone competent to call, and someone watching in between.
Support is two different things. One is answering the phone when something breaks. The other is the quiet work — patching, monitoring, checking the backups — that determines how often the phone rings at all.
PLN/ — Support levels
Three levels.
All support is delivered remotely. Which level fits depends on how much of your business stops when IT stops — scope and cost are agreed per client, in writing, before anything starts.
ESSENTIAL
Monitoring and maintenance, so problems are found before they are reported. Support by email.
- Network and server monitoring
- Patch management for workstations and servers
- Backup monitoring and quarterly restore test
- Antivirus and endpoint status oversight
- Email support, next business day
- Documentation kept current
STANDARD
Everything in Essential, plus real support hours and a scheduled review. The level most offices land on.
- Everything in Essential
- Phone and email support, same-day response
- Remote support for staff and servers
- Scheduled monthly review call
- User onboarding and offboarding
- Vendor liaison — ISP, software, hardware
- Quarterly review of what broke and why
COMPLETE
For businesses where downtime has a number attached to it.
- Everything in Standard
- Priority response during business hours
- Annual full disaster-recovery test
- Asset lifecycle and budget planning
- Security review twice a year
- Named engineer who knows your setup
ENG/ — Other ways to work together
Without an ongoing plan.
HON/ — What we won't do
Commitments that cut against us.
- We don't claim to attend onsite. All work is remote — if you need hands in the building regularly, you need a local provider
- We don't take hardware margin. You buy equipment directly at market price. Nothing we recommend earns us a commission
- We don't hold your credentials hostage. Everything lives in your password manager from day one
- We don't sell you a plan you don't need. If ad-hoc support suits your setup better, we'll say so
- We don't lock you in. One month's notice, and documentation good enough for your next provider to pick up in a morning
- We don't pretend to be bigger than we are. If your requirement outgrows us, we'll tell you rather than stretch
FAQ/ — Common questions
Questions we get asked.
What does it cost?
It depends on the work, so we discuss it per client rather than publishing a tariff. A three-person office with everything in the cloud and a twenty-person office with a server, a NAS and specialist software are not remotely the same job, and a published price for both would be wrong for both. What we commit to is that scope and cost are agreed in writing before anything starts, and do not change without you agreeing to it.
Everything is remote — what happens when something physical breaks?
We diagnose it remotely, tell you precisely what is wrong and what needs doing, and coordinate with whoever does it — your office manager, an electrician, or the hardware vendor under warranty. What we will not do is claim we can attend, because we cannot. If your setup is such that you genuinely need hands onsite regularly, you need a local provider and we will say so rather than take the contract.
What is not included?
Project work — a new office setup, a network redesign, a migration — is scoped and quoted separately. Hardware and software licences are bought by you directly. Anything requiring physical presence is out of scope by definition. We would rather list these plainly than call something "unlimited" and then argue about it.
Do we have to take a plan?
No. Plenty of work is done as one-off engagements, and that is a perfectly reasonable way to buy IT support if your setup is simple and stable. Plans exist because monitoring, patching and backup verification only work if somebody is doing them continuously — and nobody calls an ad-hoc contractor to ask whether the backups ran.
What is the notice period?
One month, either way, after the first three months. You keep your documentation and credentials regardless — those are yours, held in your own password manager throughout, not something we hand over as leverage at the end.
Do you cover our software as well as the infrastructure?
We support the platform — network, devices, email, backup, accounts. For specialist line-of-business software, such as your accounting or design package, we handle the environment and the vendor liaison, but the vendor remains the expert on their own product and you should keep their support contract.
CTA/ — Support
Want to talk it through?
Tell us how many people, how many sites, and what you're running. We'll work out which level fits and what it would cost for your situation specifically.
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